PENSION LIAISON OFFICERS’ GROUP (PLOG)

1. PENSION LIAISON OFFICERS’ GROUP (PLOG) 16 September 2009

2. Welcome/Introductions • David Broome – Head of Pensions • Andy Cunningham – Employer Relationship Manager • Nikki Barnes – Communications Manager

3. Welcome/attendance 2. New Annual Benefit Statements 3. Communications Strategy & Annual Report 4. Administration Strategy 5. Ill health guidance 6. LEAN review 7. The future of the LGPS: current consultations 8. Staffing/Committee update 9. Any other business 10. Dates/venue of forthcoming meetings Agenda

4. New Benefit Statements • Feedback from members and employers • New design • Expected release date

5. Communication Strategy & Annual Report • New communications strategy • Annual report for year up to 31st March 2009

6. Administration Strategy Implementation • Background and regulatory position Process: • Draft • Consultation • Targets and responsibilities (e.g. producing employer discretion policy) • Formal implementation • Review

7. Administration StrategyPast performance - Where we were • Required turnaround times for data submission unclear for employers, members and Fund staff • Forms frequently arriving a long time after the date of the new starter/change or leaver etc • Some forms not received at all • Prior to Lean in particular, some procedures were overly complex and forms were not clear • Turnaround times and levels of accuracy known to be variable but not monitored

8. Administration StrategyPresent performance - Where we are now • Lean (for LGPS) nearly complete – covering a complete review of administrative procedures • We are now monitoring turnaround times and levels of accuracy for all main forms • Targets drafted with reference to required turnaround times • Initial statistics produced to illustrate current employer and Fund performance

9. Administration StrategyPresent performance - Where we are now Initial statistics for the period from 18-06-09 to 10-09-09 Retirements • Average amount of days, in relation to when someone retires, that we receive the retirement form: • Percentage of retirement forms received before member retires • Average Fund processing time for retirements: 3 days before 50% 1.3 days

10. Administration StrategyPresent performance - Where we are now Starters • Average time taken to receive a Starter form: • Percentage of forms received within the following time frames (measured from their starting date): Percentage containing queries • Average Fund processing time 57 working days (2½ months) 43% 68% 76% 4% 4.3 working days

11. Administration StrategyPresent performance - Where we are now Changes • Average time taken to receive a Change Form • Percentage of forms received within the following time frames: • Percentage of forms containing queries • Average Fund processing time 56.4 working days 57% 67% 72% 18% 1.2 working days

12. Administration StrategyPresent performance - Where we are now Leavers • Average time taken to receive a Leaver form: • Percentage of forms received within the following time frames: • Percentage of forms containing queries: • Average Fund processing time: 59.2 working days 65.5% 73.6% 78% 17.1% 2.6 working days

13. Administration StrategyAdministration performance - Where we want to be • Pension Administration Strategy in place and employers have agreed to actively work towards targets if they are not already meeting them • Formalised employer contacts in place • Significant progress being shown by employers, as necessary, with respect to the targets • Long term goal: Wiltshire Pension Fund being able to provide a more accurate, up to date and improved pension administration service for our customers

14. Ill Health Guidance • Detailed CLG guidance – November 2008:http://www.wiltshirepensionfund.org.uk/clg-ill-health-guidance.pdf • CLG / FOM supplementary guidance for IRMPs – 28 July 2009:http://www.wiltshirepensionfund.org.uk/supplementary-guidance-for-irmps.pdf • Guidance is very clear: • IRMP advises on “reduced likelihood of gainful employment” • Employer makes decision on Tier 1, 2 or 3 • Employer tells the Pension Fund, who implement decision

15. Lean Review • Review of all LGPS processes nearing completion: • Starters • Changes • Leavers • Retirements • Deferred into pay • Refunds • Linking (of multiple records) • Transfers • Deaths

16. Lean Review • What have we changed? • Processes of data collection from employers: • New forms/e-forms • Electronic data transfer from larger employers • Processes of how we handle work ourselves • Communication with scheme members: • New user-friendly forms • Redesigned “plain English” letters • Updates to website to reflect changes • Starter/retirement packs • Now collecting data on volumes and response times

17. Lean Review • Starting to realise benefits already: • Less queries • Lower error rates: • On in-coming data from employers/members • On our work too • Reduced workload • Better service to members • Better service to employers? • Statistical service data

18. Lean Review – Still to do • Working on full review of Starter pack to ensure members get everything they need up front: • Vital that these are reliably distributed to staff • Electronic data transfer from large employers • Post completion review of whole LGPS LEAN Exercise • Will be moving onto Police Officers’ and Firefighters’ Schemes later in the Autumn • Continuous improvement: • Your views always welcome on any process/admin issues you are facing

19. The Future Of The LGPS: Current Consultations • Two consultations from CLG – both close 30 September 2009 • Governance • Funding targets/financing plans • Please respond if you feel appropriate • 3rd one expected on “The Future of the Scheme” (benefits package)

20. Staffing/Committee Update • New Pensions Manager: • Martin Summers • Starts 2 November 2009 • New Wiltshire Pension Fund Committee: • 4 new members from WC • “Spare” space on the Committee – nominations invited in respect of “qualified” persons from Colleges and/or Transferee Admission Bodies

21. Any Other Business

22. Dates Of Forthcoming Meetings To be confirmed forDecember and early next year.