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Administration of our schemes

Table 3. CSC’s operational performance: criteria and results

Performance criteria

Result

Achievement of operational objectives for contributions processing, and benefits/pensions payments (SOURCE: CSC’s 2019–20 Corporate Plan, p. 5; 2019–20 Portfolio Budget Statements, p. 101).

Achieved: 90% or more of each operational objective was met, as shown below.

Benefit payment objectives met:

97% of benefit payments to customers in CSC’s defined benefit schemes were paid within five business days of CSC receiving all required documents (exceeding our performance criterion of 85.5%).

99% of benefit payments to customers in CSC’s defined contribution schemes were paid within three business days of CSC receiving all required documentation (exceeding our performance criterion of 85.5%).

Pension payment objectives met:

100% of fortnightly pension payment files for CSC’s defined benefit schemes were lodged with CSC’s bank on Wednesday morning prior to pay day (meeting our performance criterion of 90%).

100% of pension payments for CSCri and ADF Cover were completed by the 21st of each month (meeting our performance criterion of 90%).

Contribution-processing objectives met:

99% of contributions to CSC’s defined benefit schemes were allocated to customer accounts within four days of CSC validating the contribution (exceeding our performance criterion of 85.5%).

100% of paper-based contributions for CSC’s defined contributions were allocated to customer accounts within three business days of the contribution being validated (exceeding our performance criterion of 85.5%).

How we administer our superannuation schemes

Mercer Administration Services (Australia) Pty Ltd (Mercer Administration) is contracted by CSC to administer our PSSap, CSCri and ADF Super schemes. We administer all our other superannuation schemes.

Good administration helps our customers

Our administrative performance objectives are a set of rigorous standards and deadlines on how we administer all of our superannuation schemes. To meet our objectives in 2019–20, CSC and Mercer Administration:

  • calculated and paid over $1.8 billion of superannuation benefits
  • made over 6.4 million payments to more than 247,800 CSC pensioners and CSCri customers
  • allocated over $3.4 billion of superannuation contributions to customer accounts
  • dispatched 484,512 superannuation statements to customers.

By working to these rigorous standards, we give customers the peace of mind that their superannuation is administered accurately and efficiently.

Accurate and efficient administration

We have a well-developed governance framework for managing the administration of our customers’ superannuation savings. This framework includes:

  • activities to ensure we receive accurate and complete data from our customers’ employers
  • forecasts of workloads to ensure that staff are deployed most effectively during peak service periods
  • continuous technology improvements so that administration is compliant, fast and accurate, and staff spend more time on customer needs.