The Awards recovery plan is now complete and we would like to thank everyone for their patience and understanding during the time taken to recover. The overall work on hand for pension applications continues to reduce with the current outstanding volume at 4927 at the end of December, this is also taking into account that December is considered one of our busier periods.
During December 3785 pension applications have been processed and of those 87% were processed in time for the persons retirement date.
During the month of November we completed 6497 pension applications. Again, a great month.in terms of increasing our monthly clearance volume.
Additional Compendia development for Awards was released at the start of December which offers great benefits in terms of efficiency for staff in this area and included the ability to return to routine processing of cases where Trivial Commutation is requested.
As mentioned in the last update, Phase 2 of our Awards improvement plan will commence in earnest in January.
POL will be unavailable the first weekend of January (5/6) to prepare for the opening of the Greenbury window on the 7 January 2019.
We will keep you informed of developments on sub awards and provide you with more details regarding our plans, including volumes and timescales as they progress over the coming months. The compendia functionality is still in development and is on plan to be delivered in the March release. In the meantime we will continue to process on demand cases.
Calls coming through the Contact Centre have all stabilised over the last couple of weeks, with all 4 lines being reported as within tolerance. The main queries being reported across the member and employer lines continue to be in relation to awards and estimates.