Service Level Agreement
Last updated: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