Member

Measuring service quality is the subject of Amendment 47 in the name of the noble Baroness, Lady Altmann, and Amendment 51 from the noble Baroness, Lady Stedman-Scott. I absolutely agree with noble Lords that this is a crucial aspect of assessing value for money. Again, the latest consultation paper proposes quality of service as one of the three key pillars of assessing scheme value. The quality of services provided to members is specifically listed as a category of information that may be required as part of a VFM assessment under Clause 12(1)(a). This includes the administration metrics that we intend to assess: timeliness, accuracy and saver satisfaction. It is proposed that step 2 of the VFM assessment process will look specifically at the quality of services provided. Further details on that are in chapter 7 of the consultation paper. That said, I should say that getting the metrics and methodology right is very challenging in this area due to the multiple factors involved in assessing value, and further engagement with industry is clearly needed.