Scottish Public Pensions Agency (SPPA) customer service performance levels: FOI release

Information requested

Please include the following information for the financial years 2021/22, 2022/23, 2023/24 and 2024/25:

1. The average call wait times for your customer service phone lines are each year.

2. The percentage of calls answered within your target time for each of those years.

3. The average response time for written correspondence (email, letter, or online submissions) in each of those years.

4. The percentage of correspondence responded to within the organisation’s target timeframe in each year.

5. The number of formal complaints received relating to delays, unanswered calls, or poor customer service, broken down by year.

6. If held, the department’s official service level targets for customer interaction (e.g., target wait time, target response time) and whether those targets were met in each year.

Response

1. 2021/22 - 05m22s

    2022/23 - 03m18s

    2023/24 - 02m29s

    2024/25 - 02m36s

2. Target times have not been defined.

3. Average email response times are below, up to December 2024, at which point a change to webforms reduced reporting ability:

2021/22 - 1d19h

2022/23 - 3d22h

2023/24 - 5d4h

2024/25 - 6d13h

4. Target times have not been defined.

5.

Stage 1	2021/22	2022/23	2023/24	2024/25
Contact Experience	8	9	9	31
Response Time	61	82	92	65
Standard of Service	71	101	159	100
Stage 2	2021/22	2022/23	2023/24	2024/25
Contact Experience	0	0	0	1
Response Time	3	2	3	4
Standard of Service	11	16	17	10
Executive Correspondence	2021/22	2022/23	2023/24	2024/25
Contact Experience	0	0	2	1
Response Time	0	3	2	1
Standard of Service	2	3	7	0

6. Target times have not been defined.

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