Building a better SPPA – Our Annual Business Plan 2024/2025
The SPPA is an Agency of the Scottish Government based in Tweedbank in the Scottish Borders. We have 390+ colleagues making us one of the largest employers in the region.
We’re building an environment where colleagues are empowered to develop their careers and take more control of their work/life balance. This means creating the right opportunities for our people to progress and build a career with the SPPA and Scottish Government.
Our 2024/25 plan therefore reflects the commitment SPPA is putting into the development and experience of our colleagues. Through building a diverse and capable workforce we will ensure the organisation is able to provide an excellent service for our members in the longer term.
In 2021/22 we launched our Corporate Plan to set out our roadmap to stabilise, improve and deliver on our vision to help protect our members financial futures by giving them greater understanding and control of their pension. The annual business plan sets out the activities and priorities we take each year to deliver the outcome of this plan.
In 2024/25 we will continue to improve our processes and data and move towards Transition phase 2: Reduce our cost to serve. This year’s plan has therefore been developed as a continuation of the 2023/24 plan, with our priorities and activities updated to reflect the next step in this journey.
Our Priorities
- Improve our service whilst being more cost effective
- Effectively support members, employers and colleagues through the 2015 Remedy
- Deliver Phase 2 of the pension administration platform improvement programme.
To enable us to deliver these priorities we will: Increase our capability and improve our colleague experience.
Measuring Progress
The 2024/25 Annual Business Plan sets out a revised set of key performance indicators aligned to our business priorities for the year. These measures have been developed through engagement with colleagues and key stakeholders to ensure that the measures we use allow us to properly assess our performance against what we want to achieve.
Key Performance Indicators
- New awards are paid accurately and on time.
- Response times to customer emails / webforms will reduce.
- Our customer satisfaction scores will improve.
- We will work within our allocated budget.
- By automating some of our manual processes, we will release the equivalent of four full-time colleagues, so they;
- can focus on other areas which add value
- More visitors to our website will report finding our content useful.
- We will provide deferred members with a Remediable Service Statement by 30 September 2024.
- We will provide retired members with a Remediable Service Statement by 31 March 2025.
- Our new online portal will be available to all active members by 31 March 2025.
- Our People Strategy will be in place by 31 October 2024.
- Our overall Learning & Development score in the People Survey will increase.
- Our headline engagement score on the annual People Survey will increase.