Buckinghamshire Traded Services

Service Level Agreement

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BC responsibilities

The Pensions Team provides specialist knowledge and information on the Local Government Pension Scheme (LGPS)

BC will:

  • Provide a professional LG Pensions service to our customers
  • Provide specialist knowledge and information on LGPS
  • Provide guidance in a timely and appropriate manner either by telephone, letter or email
  • Adhere to the SLA timeframes in terms of acknowledging a query
  • Provide a comprehensive Business Continuity Plan (BCP) for statutory pension activities
  • Undertake secure and confidential data processing in line with GDPR regulations

The Academy will:

  • Ensure that all staff are directed to the HR Service Desk Team for all queries in respect of the LGPS
  • Acknowledge that the service offered by the BC is that of a guidance only nature
  • Raise any concerns around the service they are receiving as soon as identified
  • Where possible reasonable notice should be given to the BC to ensure realistic timeframes are set
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