How we have improved the service we provide.

This page will contain service improvements. We will publish here details of any improvements to the service that we provide for our members that have been implemented.
If you have any suggestions that would improve the service we provide please contact us giving details.

If you wish to get in touch with us please use any one of the methods shown on this site, you can of course use the email link provided below to send us an email: 

PensionFundEnquiries@wolverhampton.gov.uk

Key Performance Indicators (KPIs) of the Fund >>>

Newest improvements are at the bottom of the page.

Improvement made: Additional telephone lines available for Benefit Statement Enquiries.
To ease the number of calls during peak periods additional telephone lines will be made available.
Date Implemented: August 2005

Improvement made: Increase in opening hours by helpdesk.
To ease the number of calls during peak periods telephone lines will remain open longer.
Date Implemented: August 2005

Improvement made: Large format statements made available.
Message contained in annual statement about the facility to request large site Braille or community language statement from the Fund.
Date Implemented: August 2005

Improvement made: Additional methods of communication added to helpdesk answer phone messages.
To ensure customers have additional methods of communicating with the Fund.
Date Implemented: September 2005

Improvement made: Monthly analysis of customer satisfaction surveys (previously customer satisfaction survey was carried out annually).
The Chief Pensions Officer will now carry out a monthly analysis  of customer satisfaction surveys, these will be used to identify any areas in which we can improve the service we provide.
Date Implemented: January 2006

Improvement made: Additional facility to text the Fund introduced.
To accommodate the number of request made by younger members, text facility introduced.
Date Implemented: June 2006

Improvement made: Electronic version of Form Con1 provided to employers
Date Implemented: April 2007 with revised version issued January 2008

Improvement made: Fund roadshows publicised at employers' meetings held 17 & 22 April 2008 with a view to holding further roadshows at employer sites after the Civic roadshows to be held in June 2008.
Date Implemented: April 2008

Improvement made: Revised procedure implemented for verification of certificates following visit to Service premises in Red Lion Street by members.
Date Implemented: June 2008

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