2016 2017 Process Stats Quarter 4 Quarter 4

2016 -2017 Process Stats Quarter 4

Quarter 4 This document will cover our key processes, • Pre retirement leavers (Deferment) • Estimates • Refunds • Retirements • Deferred retirements

Quarter 4 Q 4: Volume Processed Refund Deferment SLA 0 -5 days 6 -10 days 11 -15 days Estimate 16 -20 days 20 -40 days plus Deferred Retirement 0 500 1000 1500 2000 2500

Quarter 4 Q 4: Percentage/Time to complete Refund Deferment SLA 0 -5 days 6 -10 days 11 -15 days Estimate 16 -20 days 20 -40 days plus Deferred Retirement 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Volume Processed/Time to complete Quarter 1 Quarter 2 Refund Deferment Estimate Deferred Retirement 0 1000 2000 3000 0 1000 Quarter 3 Refund Deferment Estimate Deferred Retirement 500 1500 3000 Quarter 4 Refund -500 2000 2500 -500 1500 2500

Percentage/Time to complete Quarter 1 Quarter 2 Refund Deferment Estimate Deferred Retirement 0% 50% 100% 0% 50% Quarter 3 Quarter 4 Refund Deferment Estimate Deferred Retirement 0% 50% 100%