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Scheme Administration - Performance Standards

In May 1997, the Management Committee approved service standards for key NILGOSC activities, and set a performance target for each service standard.  The service standards are reviewed annually, and performance against the targets is monitored by the Committee.  In May 2017, the internal auditor, ASM, tested NILGOSC’s service standards reporting system and performance outturn as part of its annual validations review. 

The following is a summary of performance against the service standards during 2016/17.


(Working Days)


Within Standard

Lump sum retirement payments

10 Days 90% 95%

Death grant payments

10 Days 90% 97%

Leaver options notifications

20 Days 90% 34%

Refund payments

10 Days 95% 95%

Transfer out quotations

20 Days 90% 84%

Transfer out payments

10 Days 90% 88%

Transfer in quotations

10 Days 90% 90%

Transfer in confirmations

20 Days 90% 97%

New entrants' certificates

20 Days 95% 95%


10 Days 95% 90%

Benefit quotation requests

10 Days 90% 89%

Issue members' annual report

by 30 November 100% 100%

Issue members' annual benefit statements

Within 5 months of year end, unless relevant data unavailable

Pensions paid each month

Last banking day of month 100% 100%

P60s issued to all pensioners

By 31 May 100% 100%

Whilst it is acknowledged that performance fell short of target for 6 of the 15 service standards in 2016/17, this is an improvement on the previous year as the wider NILGOSC team worked hard to improve our service to all its stakeholders.