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<p>MyCSP Ltd took over administration of the Civil Service pensioner payroll in September
2014. The majority of the 658,000 pensioners - 14,000 of them are overseas - have
been paid accurately and on time since September.</p><p>During the transfer MyCSP
unexpectedly inherited 5,579 cases from the previous supplier where payments had been
delayed or missed. MyCSP has now cleared all but 740 of these. 109 of the remaining
cases are overseas pensioners awaiting payments because new banking mandates need
to be completed to allow processing by the new paying bank. MyCSP is working to clear
the remaining cases where payments are due before Christmas (but are in some cases
dependent on employers or pensioner members for the necessary information to do so).
Where delayed payment is causing hardship MyCSP has been making emergency interim
payments to members.</p><p>The recent service issues are not a result of the mutual
joint-venture (MJV) model. In fact, the mutual joint venture has enabled investment
in new technology to replace legacy systems. This transformation will allow MyCSP
to deliver a wider range of services (including online services) to higher standards
whilst almost halving the cost of pensions administration over 10 years.</p><p>Since
mutualisation, MyCSP has improved productivity by 15% year-on-year, driven down staff
absenteeism and has improved both staff engagement and customer satisfaction, despite
inheriting legacy systems.</p><p> </p>
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