Updated 02/01/08

Updated 04/09/08

Key Performance Indicators (KPIs) of the Fund

The Fund will publish here details of the Key Performance Indicators that the Fund uses to measures its performance against the service it provides.

Recorded sickness absence for the Fund:

Staffing: Sickness Absence: The Fund's sickness absence KPI has been set at 2.5%.

Financial Year 2005/2006

Division	Recorded Period: 25 May 23 June 2005	Recorded Period: 24 June 21 July 2005	Recorded Period: 22 July 18 August 2005	Recorded Period: 19 August 19 September 2005	Recorded Period: 20 September 17 October 2005	Recorded Period: 18 October 14 November 2005	Recorded Period: 15 November - 12 December 2005	Recorded Period: 13 December - 13 January 2006	Recorded Period: 16 January 10 February 2006	Recorded Period: 13 February 10 March 2006	Recorded Period: 13 March 7 April 2006	Leave Year to Date:
Operations	4.5%	4.0%	0.5%	0.8%	3.2%	3.7%	2.5%	0.6%	1.1%	2.1%	3.4%	2.8%
Financial Services	0.0%	0.0%	0.0%	2.8%	0.5%	0.5%	2.6%	5.8%	0.0%	0.0%	0.0%	1.0%
Executive	0.0%	2.0%	0.0%	0.0%	0.0%	0.0%	0.0%	0.0%	0.0%	0.0%	0.0%	0.2%
Systems & Research	0.0%	0.0%	0.0%	0.0%	0.0%	0.0%	0.0%	0.0%	0.0%	0.5%	0.5%	0.1%

Financial Year 2006/2007

Division	Recorded Period: 10 April 11 May 2006	Recorded Period: 12 May 9 June 2006	Recorded Period: 12 June 7 July 2006	Recorded Period: 10 July 4 August 2006	Recorded Period: 7 August 4 September 2006	Recorded Period: 5 September 2 October 2006	Recorded Period: 3 October 30 October 2006	Recorded Period: 31 October 27 November 2006	Recorded Period: 28 November 22 December 2006	Recorded Period: 29 December 26 January 2007	Recorded Period: 29 January 23 February 2007	Recorded Period: 26 February 23 March 2007	Leave Year to Date:
Operations	5.8%	7.9%	5.25%	6.83%	3.8%	5.8%	5.5%	7.0%	4.0%	5.4%	5.3%	8.0%	6.5%
Financial Services	0.5%	0.0%	2.11%	0.00%	10.5%	11.6%	5.2%	0.0&	0.0%	0.0%	0.5%	3.8%	2.9%
Executive	0.0%	0.0%	0.00%	0.00%	0.0%	0.0%	10.0%	2.0%	9.0%	0.0%	0.%	0.0%	1.9%
Systems & Research	0.0%	0.0%	0.00%	0.00%	0.0%	0.0%	0.0%	0.5%	0.0%	0.0%	0.0%	0.0%	0.0%

Financial Year 2007/2008

Division	Recorded Period: 26 March 25 April 2007	Recorded Period: 26 April 24 May 2007	Recorded Period: 25 May 22 June 2007	Recorded Period: 25 June 20 July 2007	Recorded Period: 23 July 17 August 2007	Recorded Period: 20 August 17 September 2007	Recorded Period: 18 September 15 October 2007	Recorded Period: 16 October 12 November 2007	Recorded Period: 13 November 10 December 2007	Recorded Period: 11 December 11 January 2008	Recorded Period: 14 January 8 February 2008	Recorded Period: 11 February 7 March 2008	Leave Year to Date:
Operations	4.5%	2.0%	3.4%	6.1%	2.4%	0.6%	3.2%	2.5%	3.2%	8.3%	6.8%	3.7%	4.2%
Financial Services	10.5%	0.0%	0.0%	0.0%	0.0%	0.0%	0.5%	1.9%	0.0%	1.9%	0.0%	7.1%	1.7%
Executive	0.0%	0.0%	0.0%	0.0%	0.0%	1.0%	2.0%	2.0%	0.0%	9.0%	0.0%	0.0%	1.3%
Systems & Research	0.0%	0.0%	0.1%	0.1%	0.9%	8.3%	0.0%	0.0%	0.0%	0.0%	0.0%	0.0%	1.9%
Customer Services	-	4.8%	5.2%	10.5%	8.4%	8.8%	2.4%	1.1%	2.3%	1.8%	0.0%	8.6%	5.3%

Financial Year 2008/2009

Division	Recorded Period: 10 March 9 April 2008	Recorded Period: 10 April 8 May 2008	Recorded Period: 9 May 6 June 2008	Recorded Period: 9 June 4 July 2008	Recorded Period: 7 July 1 August 2008	Leave Year to Date:
Operations	6.1%	8.3%	6.6%	6.2%	5.8%	7.5%
Financial Services	17.4%	7.6%	1.0%	0.0%	0.0%	3.5%
Executive	0.0%	0.0%	0.0%	0.0%	0.0%	0.0%
Systems & Research	0.0%	0.0%	0.6%	0.0%	0.0%	0.2%
Customer Services	3.6%	1.4%	1.4%	6.6%	1.1%	3.1%

Help Desk Telephone Calls (Received/Answered)

The Fund maintains a Help Desk facility (0845 230 1665) The figures quoted demonstrate the number of call received during the period, the number answered and the number
of calls that receive an engaged tone or hang up before being answered. Periods are calendar months and include calls received outside the normal published working hours.
Published working hours are Monday-Thursday 8.30am-5.00pm, Friday 8.30am-4.30pm.

Financial Year 2005/2006

Period*	No of Callers During Period	No of Callers Answered During Period	%	No of Callers Hanging Up Before Being Answered During Period	%	No of Callers Receiving Engaged Tone During Period	%
April 2005	3019	2070	69.0	36	1.0	913	30.0
May 2005	2655	1865	71.0	25	1.0	765	28.0
June 2005	4209	2559	61.0	36	1.0	1614	38.0
July 2005	2618	2210	85.0	36	14.0	372	1.0
August 2005*	2547	1928	76.0	31	23.0	588	1.0
September 2005	5820	5032	85.5	70	1.0	779	13.5
October 2005	4245	2677	63.0	44	1.0	1524	36.0
November 2005	3051	2504	82.1	44	1.4	503	16.5
December 2005	2220	1908	86.0	27	1.2	285	12.8
January 2006	2,964	2,375	80.1	32	1.1	557	18.8
February 2006	3,138	2,560	81.6	44	1.4	534	17.0
March 2006	3,586	2,895	81.0	35	1.0	656	18.0

* Bank Holiday Monday 29 & Tuesday 30 are included within these figures. However 7 calls were received on Bank Holiday Monday and 1082 call were received on Tuesday.

Financial Year 2006/2007

Period*	No of Callers During Period	No of Callers Answered During Period	%	No of Callers Hanging Up Before Being Answered During Period	%	No of Callers Receiving Engaged Tone During Period	%
April 2006	3,158	2,546	81%	39	1%	573	18%
May 2006	2,860	2,410	84%	47	2%	403	14%
June 2006	3,150	2,582	82%	33	1%	535	17%
July 2006	4,584	3,757	82%	63	1.4%	764	16.7%
August 2006	3,979	2,917	77%	38	1%	836	22%
September 2006	5,624	4,543	81%	73	1%	1,008	18%
October 2006	3,164	2,686	85%	40	1%	438	14%
November 2006	3,214	2,748	86%	43	1%	423	13%
December 2006	1,832	1,651	90%	19	1%	162	9%
January 2007	3,442	2,841	83%	45	1%	556	16%
February 2007	3,425	2,743	80%	149	4%	533	16%
March 2007	3,219	2,724	85%	47	1%	448	14%

Financial Year 2007/2008

Period*	No of Callers During Period	No of Callers Answered During Period	%	No of Callers Hanging Up Before Being Answered During Period	%	No of Callers Receiving Engaged Tone During Period	%
April 2007	3,165	2,502	79%	49	1%	614	19%
May 2007	2,665	2,450	92%	39	1%	176	7%
June 2007	2,889	2,481	86%	37	1%	371	13%
July 2007	4,179	3,719	89%	58	1%	402	10%
August 2007	3,029	2,706	89%	30	1%	293	10%
September 2007	5,572	4,930	89%	77	1%	565	10%
October 2007	4,445	3,567	80.5%	53	1%	825	18.5%
November 2007	3,356	2,879	86%	33	1%	444	13%
December 2007	2,245	2,026	90.5%	33	1%	186	8.5%
January 2008	4,220	3,432	81%	48	1%	740	18%
February 2008	4,008	3,191	80%	61	1%	756	19%
March 2008	4,663	4,036	87%	43	1%	584	12%

Financial Year 2008/2009

Period*	No of Callers During Period	No of Callers Answered During Period	%	No of Callers Hanging Up Before Being Answered During Period	%	No of Callers Receiving Engaged Tone During Period	%
April 2008	5,482	4,404	80%	81	1.5%	997	18.5%
May 2008	4,531	3,444	76%	76	2%	1011	22%
June 2008	4,426	3,540	80%	53	1%	853	19%
July 2008	4,457	3,642	82%	65	1%	756	17%
August 2008	3,692	3,144	85%	32	1%	516	14%
September 2008
October 2008
November 2008
December 2008
January 2009
February 2009
March 2009

Payroll Production

The Fund maintains a monthly payroll, a quarterly payroll (March June September and December) and an annual payroll (March)

Financial Year 2005/2006

Payroll Date	Month	Edit Run	Main Payroll Run	Posting Date	BACS Processing Date	Julian Date	Achieved
April 2005	1	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
May 2005	2	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
June 2005	3	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
July 2005	4	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
August 2005	5	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
September 2005	6	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
October 2005	7	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
November 2005	8	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
December 2005	9	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
January 2006	10	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
February 2006	11	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
March 2006	12	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved

Financial Year 2006/2007

Payroll Date	Month	Edit Run	Main Payroll Run	Posting Date	BACS Processing Date	Julian Date	Achieved
April 2006	1	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
May 2006	2	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
June 2006	3	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
July 2006	4	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
August 2006	5	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
September 2006	6	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
October 2006	7	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
November 2006	8	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
December 2006	9	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
January 2007	10	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
February 2007	11	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
March 2007	12	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved

Financial Year 2007/2008

Payroll Date	Month	Edit Run	Main Payroll Run	Posting Date	BACS Processing Date	Julian Date	Achieved
April 2007	1	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
May 2007	2	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
June 2007	3	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
July 2007	4	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
August 2007	5	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
September 2007	6	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
October 2007	7	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
November 2007	8	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
December 2007	9	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
January 2008	10	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
February 2008	11	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
March 2008	12	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved

Financial Year 2008/2009

Payroll Date	Month	Edit Run	Main Payroll Run	Posting Date	BACS Processing Date	Julian Date	Achieved
April 2008	1	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
May 2008	2	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
June 2008	3	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
July 2008	4	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
August 2008	5	Achieved	Achieved	Achieved	Achieved	Achieved	Fully Achieved
September 2008	6
October 2008	7
November 2008	8
December 2008	9
January 2009	10
February 2009	11
March 2009	12

Availability of a comprehensive communications policy:

Available via the fund website/intranet: Communications Policy Statement >>>

Availability of the funds website

Average Connection Time: the average time to connect (in seconds) to the site.
No of outages for the period: number of times the site was unavailable when continuously monitored.
Availability (% of the period): percentage of the time the site was available.

Financial Year 2005/2006

Month	Availability (% of the period)	No of outages for the period	Average Connection Time (Seconds)
April 2005	100.00	0	0.14
May 2005	100.00	0	0.16
June 2005	100.00	0	0.14
July 2005	100.00	0	0.14
August 2005	100.00	0	0.15
September 2005	100.00	0	0.16
October 2005	100.00	0	0.15
November 2005	100.00	0	0.14
December 2005	100.00	0	0.15
January 2006	100.00	0	0.13
February 2006	100.00	0	0.13
March 2006	100.00	0	0.12

Financial Year 2006/2007

Month	Availability (% of the period)	No of outages for the period	Average Connection Time (Seconds)
April 2006	100.00	0	0.12
May 2006	100.00	0	0.11
June 2006	100.00	0	0.12
July 2006	100.00	0	0.12
August 2006	100.00	0	0.12
September 2006	100.00	0	0.11
October 2006	100.00	0	0.11
November 2006	100.00	0	0.12
December 2007	100.00	0	0.11
January 2007	100.00	0	0.11
February 2007	100.00	0	0.12
March 2007	100.00	0	0.11

Financial Year 2007/2008

Month	Availability (% of the period)	No of outages for the period	Average Connection Time (Seconds)
April 2007	100.00	0	0.11
May 2007	100.00	0	0.11
June 2007	100.00	0	0.12
July 2007	100.00	0	0.12
August 2007	100.00	0	0.12
September 2007	100.00	0	0.12
October 2007	100.00	0	0.11
November 2007	100.00	0	0.12
December 2007	100.00	0	0.12
January 2008	100.00	0	0.12
February 2008	100.00	0	0.11
March 2008	100.00	0	0.12

Financial Year 2008/2009

Month	Availability (% of the period)	No of outages for the period	Average Connection Time (Seconds)
April 2008	100.00	0	0.11
May 2008	100.00	0	0.12
June 2008	100.00	0	0.12
July 2008	100.00	0	0.12
August 2008	100.00	0	0.11
September 2008
October 2008
November 2008
December 2008
January 2009
February 2009
March 2009

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