PERFORMANCE MEASURES

Performance Standards

In May 1997 the Management Committee approved a set of service standards for the activities carried out by the Committee. These standards are reviewed annually and monitored by the Committee. Compliance with the performance standards for 2007/08 was tested by the internal auditor, ASM Howarth, on a random sample basis.

Below is a summary of the standards achieved during 2007/08.

Task	Standard	Within
		Standard %
Lump sum retirement payments	5 days	82%
Death grant payments	5 days	76%
Leaver options notifications	20 days	23%
Refund payments	10 days	97%
Provisional transfer out quotations	20 days	73%
Transfer out payments	10 days	94%
Inward transfer quotation requests	10 days	83%
Inward transfer credit notifications	20 days	100%
New entrants certificates	20 days	80%
Letters answered or acknowledged	10 days	92%
Issue members' annual report	by 30 November	100%
Issue members' annual benefit statement	by 31 October	44%*
Benefit quotation requests	10 days	86%
Pensions paid each month	Last banking day of month	92%
P60s issued to all pensioners	By 31 May	100%

*91% of annual benefit statements were issued by 1 November 2007

Cost per Member

Despite a continuing increase in scheme membership, NILGOSC has managed to keep a constant cost per member in real terms. The table below shows administration expenses per scheme member, together with the ratio of members to staff.

Year ended	Total	Number	Members/	Admin Expenses	Cost/ Member	Cost adjusted for
31 March	Members	Of Staff	Staff	£’000	£	Inflation £
1998	52,934	26	2036	993	18.75	24.08
1999	54,315	28	1940	977	17.98	25.45
2000	55,983	28	2000	993	17.74	24.25
2001	63,872	30	2129	1,227	19.21	26.22
2002	66,643	33	2019	1,288	19.32	26.13
2003	68,936	36	1915	1,495	21.69	26.01
2004	71,399	40.5	1763	1,685	23.60	26.16
2005	73,995	41	1805	1,835	24.80	25.95
2006	74,688	43	1737	1,771	23.71	26.57
2007	78,511	41	1915	2,032	25.87	26.84

2008

82,716

2017

2,062

24.94