Customer service standards and customer feedback
IPC aims to meet the following customer service standards.
| We aim to | Year | Actual results |
|---|---|---|
| answer all calls received within 30 seconds | 2005 / 06 | 68% |
| 2004 / 05 | 67% | |
| 2003 / 04 | no data | |
| process State Pension Claims within 250 working days | 2005 / 06 | 84% |
| 2004 / 05 | 96.1% | |
| 2003 / 04 | 97.6% | |
| process industrial injuries disablement benefit claims within 271 working days (Previous target 370 days for 03-06) | 2005 / 06 | 98.9% |
| 2004 / 05 | 100% | |
| 2003 / 04 | 100% | |
| process incapacity benefit claims within 105 working days | 2005 / 06 | 100% |
| 2004 / 05 | 100% | |
| 2003 / 04 | 100% | |
| process pro rata incapacity benefit claims within 550 working days (Previous target 800 days for 03-06) | 2005 / 06 | 100% |
| 2004 / 05 | 100% | |
| 2003 / 04 | 100% | |
| process Medical benefits claims within 145 working days (Previous target 175 days for 03-06) | 2005 / 06 | 96.1% |
| 2004 / 05 | 96.1% | |
| 2003 / 04 | 99.2% | |
| process exportable Job Seekers Allowance claims within 10 working days (Previous target 19 days for 03-06) | 2005 / 06 | 99% |
| 2004 / 05 | 99.7% | |
| 2003 / 04 | 99.6% | |
| process imported Job Seekers Allowance (JBES) claims within 60 working days (Previous target 76 days for 03-06) | 2005 / 06 | 100% |
| 2004 / 05 | 99.4% | |
| 2003 / 04 | 96.5% | |
| process Bereavement benefit claims within 455 days (Previous Target 500 days for 03-06) | 2005 / 06 | 100% |
| 2004 / 05 | no data | |
| 2003 / 04 | 100% | |
| reply to correspondence within 10 working days(01/01 – 31/12) | 2005 / 06 | 98% to 30/09/2006 |
| 2004 / 05 | no data | |
| 2003 / 04 | no data | |
| reply to complaints within seven working days | 2005 / 06 | 93% |
| 2004 / 05 | no data | |
| 2003 / 04 | no data |
| Our customers felt that | Year | Actual results |
|---|---|---|
| they were treated with respect | 2005 / 06 | 100% |
| 2004 / 05 | 92% | |
| they were treated as an individual | 2005 / 06 | 100% |
| 2004 / 05 | 92% | |
| we listened to what they said | 2005 / 06 | 100% |
| 2004 / 05 | 92% | |
| we were fair helpful and easy to talk to | 2005 / 06 | 99.2% |
| 2004 / 05 | 92% | |
| we gave clear explanations | 2005 / 06 | 100% |
| 2004 / 05 | 92% | |
| we told you exactly what you needed to do | 2005 / 06 | 99.2% |
| 2004 / 05 | 89% | |
| we told you what information we needed | 2005 / 06 | 99.6% |
| 2004 / 05 | 90% |
Some of these targets are lengthy because we are often dependant on receiving information from Foreign Authorities. In some cases, we need to obtain medical evidence from overseas which can take some time.
Customer feedback
The Top 5 Areas of complaint for the period April 2005 to March 2006 were:
- the decision took to long
- no reply was received
- the payment was not received
- delay in the receipt of payment
- no information about the progress
In response to these complaints and general feedback, we have implemented the following changes:
- awarded the banking contract for Overseas Customers to Citibank
- reorganised IPC into 5 distinct geographical Business Areas.This new structure will improve IPC’s customer service, efficiency and its ability to respond quickly to stakeholders.
The top 5 areas of praise for the period April 2005 to March 2006 were:
- staff
- advice & Information
- ease of Process to Claim
- quality of Correspondence
- ease of Telephone Access
Achievements
The International Pension Centre was recognised as having met the standard for Chartermark in February 2007.
Call Centre Accreditation awarded in January 2007
