Issue - meetings

To note the XPS – Surrey Fire and Rescue Authority Pension Board report.

Witnesses:

Sharon Stoker, XPS

Graeme Hall, XPS

Danni Lamaignere, Scheme Manager

Janine May, Senior Pensions Advisor

Jo Hart, Pensions Officer – SFRS (attended remotely)

Key points raised during the discussion:

1.      An XPS representative provided a summary of each report section.

2.      Service level case responses stood at 69% for January 2025.

3.      XPS operated an internal metric for making lump sum payments on the day of retirement, although this wasn’t a legislative requirement. The percentage of lump sums paid out on the day of retirement had steadily increased across all fire and police clients’ schemes. However, a Board member noted that this had not been achieved for any eligible SFRS Scheme member. The XPS representative was unable to explain why no SFRS payments were made on the day of retirement and would need to review each case individually to understand the delays.

4.      The Board member that raised the query requested that this number be monitored at future meetings.

5.      ABS statements were due to be sent on 6 February but had been brought forward to the closest working day. The XPS representative explained that there were 3 types being sent out: those that were covered by CARE, i.e. those that joined from 2015; those that joined after 1 April 2012 but prior to 2015, i.e. those with joint benefits but not eligible under the McCloud ruling for deferred choice on retirement; and those affected by the McCloud ruling. The latter group would also receive the annual Remediable Service Statement going forward.

6.      An XPS representative highlighted engagement broken down by age group and confirmed that the data was only for members of the SFRS Scheme. The Board noted low engagement from younger Scheme members and it was suggested that registration to the online portal be included in the induction process. An XPS representative offered the service help in identifying those Scheme members that had not registered for the online portal.

7.      The Board reviewed the Data Quality charts. It was explained that 100% for National Insurance (NI) number was not achievable as in some cases individuals, or their beneficiaries, did not have permanent or any NI number.

8.      Address accuracy was below 100%, primarily due to deferred Scheme members not updating XPS. The Chair noted that other streams of work carried out by the Service could help to improve the match percentage.

9.      It was important for XPS to receive the necessary information from HMRC, particularly if there was any scheme payments and tax chargeable.

10.   There were 49 open backlog cases: 7 related to estimates; 16 deferred, of which 9 were awaiting information or required rollback of records; 1 divorce; 1 pension quote; 2 transfers out; 1 rejoining member; and 20 inter-brigade transfers. Some of these were awaiting additional information.

11.   XPS was preparing information on the issuing statements, required to be completed by 31 March. The information would be provided by 1 March, covering how many would be issued, and explain what blockers there were for  ...  view the full minutes text for item 8

To note the XPS – Surrey Fire and Rescue Authority Pension Board report.

Witnesses:

Sharon Potter, XPS

Danni Lamaignere, Scheme Manager

Janine May, Senior Pensions Advisor

Jo Hart, Pension Support Assistant (MS Teams)

Key points raised during the discussion:

1.    The representative from XPS introduced the newly formatted report and provided members with a brief update. The Board noted detail related to membership numbers,  ABS-RSS process runs, McCloud – Business as Usual Lump Sum Payments, McCloud – ABS-RSS Issuance, errors and complaints and Member engagement.

2.    Following discussion, Members noted that the report referenced another Fire Authority. The representative from XPS was unable to confirm whether the error was limited to the wording or if the data was also incorrect, though it appeared the data was wrong. The representative apologised for the error and agreed to include the missing data in the next iteration of the report. The Chairman concluded the item and requested that XPS provide correct data in future reports.

3.    Before closing the item, the Chairman emphasised the importance of submitting a report in advance of the deadline to allow officers sufficient time to review it before publication. Furthermore, officers expressed satisfaction with the new format of the report but stressed the need for accurate data.

Actions/ further information to be provided:

None.

Resolved:

The Board noted the report.

To note the XPS – Surrey Fire and Rescue Authority Pension Board report.

Witnesses:

Graeme Hall, XPS

Sharon Stoker, XPS

Key points raised during the discussion:

1.    The representative from XPS introduced the report and provided members with a brief update. The Board noted detail related to the APT tool and the absence of automation on XPS’s pensions software, Member Self-Service, data quality, Completed Cases Overview and by month, and complaints.

2.    In regard to the Annual Benefit Statements and the Pension Savings Statement, a member noted that they would be saved in the Member Self-Service area and inquired if they would also be emailed to members. The representative from XPS stated that a communication would be circulated to direct members to the location.

3.    The representative from XPS acknowledged that the number of completed cases for Quarter 1 was low but emphasised that XPS was working to improve this by reintroducing automation and updating internal processes.

4.    A Member suggested that XPS include data from previous quarters to enable members to compare trends over time. The representative confirmed that this data would be incorporated into the updated report template, which would be presented at the next meeting. The Chairman additionally requested that future reports include monthly backlog data to provide clearer insight into what is being carried over.

5.    In regard to Complaints, it was requested that the charts be amended to clearly distinguish between ‘live’ cases and ‘completed’ cases.

Actions/ further information to be provided:

None.

Resolved:

The Board noted the report.

To note the XPS – Surrey Fire and Rescue Authority Pension Board report.

Witnesses:

Paul Mudd, XPS

Key points raised during the discussion:

1. The representative from XPS introduced the item and provided a summary of its content. Members noted that an early version of the report had been published and an updated report is attached to these minutes as appendix 1. The following points were noted:
   1. that XPS had recently received an AAF accreditation.
   2. details regarding system developments around the implementation of the Macleod Remedy.
   3. details related to recruitment.
   4. in regard to Conditional Data Testing, Scheme Specific data testing tools had been purchased and training sessions are commencing on this new software from 25th April 2024. This training should allow XPS to identify data gaps and this will be fed into the dashboard readiness programme.
   5. details related to Member Self-Service outlined in the published report and attached appendix. The representative from XPS made a suggestion to improve the link to the self-service area on the SharePoint site.
   6. Members noted data related to the completed cases overview as outlined within the report. The representative from XPS stated that XPS were focused on improving the percentage of completed cases. The Chairman asked for detail on data included within the ‘general’ section within the tables under Completed Cases by Month. The representative from XPS stated that he understood the Board’s confusion on what was included under the ‘general’ section and would seek more information to be shared with the Board and the Pensions Team. A Member of the Board stated that he was aware of members of the pension scheme who had not received their pension forecast figures on time and further stated that members of the scheme were frustrated with the lack of information. The Chairman requested the detail be shared with XPS allowing an investigation. Following further discussion, it was agreed that it would be beneficial for XPS and the Pension Team to liaise further in order to better understand each other’s processes. 

Actions/ further information to be provided:

A3/24 - A Member of the Board stated that he was aware of members of the pension scheme who had not received their pension forecast figures on time and further stated that members of the scheme were frustrated with the lack of information. The Chairman requested the detail be shared with XPS allowing an investigation.

A4/24 – The Chairman asked for detail on data included within the ‘general’ section within the tables under Completed Cases by Month. The representative from XPS would seek more information to be shared with the Board and the Pensions Team.

A5/24 - it was agreed that it would be beneficial for XPS and the Pension Team to liaise further in order to better understand each other’s processes. 

Resolved:

The Board noted the report.

To note the XPS – Surrey Fire and Rescue Authority Pension Board report.

Witnesses:

Paul Mudd, XPS

Key points raised during the discussion:

1.    The representative from XPS introduced the item and provided a summary of its content. The following details were noted:

a.    Details related to regulations and guidance as outlined in the report.

b.    Noted details regarding security to protect against data breaches as outlined in the report. The representative highlighted that there had been some high-profile data breaches in the news recently however noted that this was not an XPS issue.

c.     In regard to Conditional Data Testing, Members noted that work was ongoing to map the entire Firefighter Pension Schemes to a Conditional Data testing facility within XPS which would a give a conditional data score.

d.    Noted data related to Member Self-Service as noted within the report.

e.    Presented the updated common data as noted within the report.

f.      Noted the data included within the Membership tables.

g.    Noted the completed cases overview. The Board stated that it would be helpful to receive updates on the backlog within future meetings.

h.    Members noted that reporting on complaints would be improved going forward.

i.      The representative from XPS highlighted that XPS had produced an internal position statement within regard to McCloud and that a public statement would be available soon.

Actions/ further information to be provided:

None.

Resolved:

The Board noted the report.

To note the XPS – Surrey Fire and Rescue Authority Pension Board report.

Witnesses:

Paul Mudd, XPS

Key points raised during the discussion:

1.    The representative from XPS introduced the item and provided a summary of its content. The following details were noted:

a.    Details related to regulations and guidance as outlined in the report.

b.    That XPS Administration had achieved accreditation against the PASA PensionsAdministration Standards.

c.     Detail on the use of tracing service to confirm addresses for those members approaching, or beyond, Normal Retirement Age

d.    Details on Conditional Data Testing, National Fraud Initiative and the analysis of late tasks

e.    Noted data related to Member Self-Service as noted within the report.

f.      Presented the updated common data as noted within the report.

g.    Noted the data included within the Membership tables.

h.    Noted the completed cases overview.

2.    In regard to completed cases, a member noted that the percentage of completed cases for August and September 2023 were down to 70% and 75% and asked what assurances could be given that it would increased going forward. The representative from XPS stated that, due to the additional work caused by the implementation of remedies, XPS were unable to give assurances however resource and training had been increased significantly within the team. Following this, the Member noted that the general enquiry percentage had decreased in recent months and asked that this be monitored.  

Actions/ further information to be provided:

None.

Resolved:

The Board noted the report.

To note the XPS – Surrey Fire and Rescue Authority Pension Board report.

Witnesses:

Paul Mudd, XPS

Sally Wilson, Scheme Manger

Carrie Pearce, Pensions Project Officer

Key points raised during the discussion:

1.    The representative from XPS introduced the item and provided a summary of its content. The following details were noted:

a.    Details related to regulations and guidance

b.    Details related to Conditional Data Testing as noted in the report.

c.     Information related to the National Fraud Initiative.

d.    An overview of the analysis of late tasks.

e.    Noted data related to Member Self-Service as noted within the report.

f.      Presented the common data as noted within the report.

g.    Noted the data included within the Membership tables. Members noted that XPS were looking to include data in the future related to people who had opted-out of the scheme and that the next auto-enrolment date was in 2025.

h.    Noted the completed cases overview.

2.    The committee discussed opportunities to publicise the date in which auto-enrolment took place. This included using email, the council website and letters.  

3.    In regard to completed cases, a member suggested that data was included from the previous year to allow Board members to make a comparison.

Actions/ further information to be provided:

None.

Resolved:

The Board noted the report.

Report to follow.

Witnesses:

Paul Mudd, XPS

Sally Wilson, Scheme Manger

Carrie Pearce, Pensions Project Officer

Key points raised during the discussion:

1.    The representative from XPS introduced the item and provided a summary of its content. The following details were noted:

a.    XPS would be holding an online ‘open day‘ focused on details related to McCloud. It was further noted that XPS would also provide their own response to the McCloud consultation.

b.    Details related to additional work / previous minutes as outlined in the report.

c.     An overview of the Member Self-Service Data as outlined in the report.

d.    An overview of the common data as outlined in the report.

e.    An update on membership.

f.      An overview of competed cases were it was noted that completed cases were at 94% for the quarter. Details were also noted related to task analysis as included within the report.

g.    Noted that no complaints had been received.

2.    In regard to the Year-end Data Templates, the Chairman asked whether officers were aware of any reason why the upcoming deadline would not be met. The Pensions Project Officer stated that a delay was likely and that she was in touch with the payroll team to find out more information on when the information was going to be available.

3.    In regard to the tracing service, and the one member who exceeded normal pension age for a deferred beneficiary who was overseas, the Chairman asked that XPS make their best efforts to contact the member.

4.    In regard to completed cases, as substitute member of the Board, Benedict Mulliss, asked for more details on the cases not completed on schedule and the extent of the delay. The representative from XPS stated that he did not have the information to hand on the extent of the delay however he would seek to including the information in future reports. The representative added that the number of days for each delay was usually low.

5.    In regard to estimate cases, the Vice-Chairman said that there was a trend emerging from January to March which showed that cases were not being delivered to target. The Vice-Chairman asked whether XPS could provide detail on the reasons for not meeting the target. The representative stated that additional training had been delivered to members of the team on estimates in order to improve performance. The representative added that, when there are spikes in workload, the team prioritised work related to pension payments to ensure they were delivered on time. Following a discussion, the Chairman requested that XPS provide detail on the longest failure to meeting an estimate target at the next meeting.

Actions/ further information to be provided:

A5/23 - XPS to provide detail on the longest failure to meet an estimate target at the next meeting.

Resolved:

The Board noted the report.