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Factors Affecting Timely Payment of State Pension: A Case Study

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 APIIT Business & Technology Conference, 2017
July 20th, 2017 | Colombo, Sri Lanka

Factors Affecting Timely Payment of State Pension:

A Case Study

Charuhasini Wathuge
Examinations Division
General Sir John Kotelawala Defence University
Ratmalana, Sri Lanka
charuhasiniw@kdu.ac.lk

Abstract— An undue delay in obtaining the initial payment of
pension of the retired employees of the Municipal Council (MC),
Kandy was observed as an issue for many applicants of pension. This
paper reviews the factors affecting the delay in timely payment of
pension in the Kandy municipality. The study was conducted based
on the data gathered from randomly selected 50 pension files that had
been identified as having issues and based on the information
provided by the employees through responses to the questionnaire
and to the interview in the Personnel Department of the MC, Kandy.
The issues and problems which have been affecting the delay for a
long time were identified and examined to identify the causes of the
delay in pension payment. The causes were identified under three
major entities; the Applicant, MC and Other Institutions (OIs). It was
examined that the delay takes place due to the issues pertaining to all
three major entities identified. Amidst all the other findings
pertaining to administration and management of the MC, Department
of Pensions (DoP) and other related institutions, the most important
finding was that the delay occurred due to the improper practices of
the related parties as a result of negligence and the absence of a
standardized system to run the process. It was recommended to
consider introducing a user friendly computer based pension
management system to run the whole process minimizing lapses in
the documentation process and coordinating payment of pension at
national, district and divisional levels.
Keywords—state pension; causes; delay; pension payment
I. INTRODUCTION
Most of those who are entitled to receive a pension in any
country or society seem to be elderly people. While in the past,
conventional social values and religious practices have been
quite supportive of the elderly, various factors such as
economic changes, disappearance of the joint family system
and mobility of people have drastically eroded the support base
of the elderly at present [1]. In fact, the older people have
frequently been perceived as a problem to a nation as a result
of having less or no contribution to the Gross Domestic
Product (GDP) of the country. With the repercussions of the
increase of population aging, the threats for the elderly
population have grown further. Population aging is projected to
increase public pension spending in most of the countries
around the world [2]. Apart from the rising number of older
people, the other salient aspect of population aging is the
projected decline in the relative size of the population aged 20–
64, where participation in the labour market is concentrated
[2]. Due to all these factors, instead of contributing to the
country’s economy, like they did prior their retirement, the
elderly people apparently have to largely depend on social
security systems like pension schemes.
According to the Cambridge Business English Dictionary, a
state pension is “a regular income paid by the government to
someone who does not work anymore” [3]. A payment of
pension acts as a means of providing a social security system in
a country. Pension systems usually exist to satisfy two major
goals: to tackle poverty in old age by providing a minimum
income and to smooth the consumption over the life-cycle [4].
Further, the productivity theories of pension imply that a good
pension scheme can motivate the workforce to put in their best
in their work as they look forward to a rewarding retirement
period which consequently enhances work output of the
workforce and thereby increasing the productivity of the
organization [5]. The demand side of the productivity theory
posits that employees prefer pension savings to cash payments
because of the possible annuity, reduction in income tax of the
employee, social security from the employer's contributions
and interest earnings and dividend earnings on pension fund
investment [5]. The supply side of the theory posits that
employers are also benefitted by paying monthly pension to the
employees since it decreases personnel turnover, raises the
level of workforce productivity and reduces labour costs such
as cost of training [5].
As personnel administration and management has been
gaining a lot of attention and value, matters pertaining to
pension, have also, although slowly, been similarly grabbing
much more attention of the employees and employers alike.
This suggests that pension issue has tended to lag behind other
aspects of personnel administration such as selection,
recruitment, training and development, compensation,
performance evaluation and so on [5]. Having mentioned that,
it is obligatory to say the issues pertaining to pension payment
exist across the world and it is not merely a problem that only
Sri Lanka encounters. For example, women’s pensions in Chile
are 50% lower than those of men on average, and 45% of
women are projected to receive either an assistance pension or
a minimum pension [6]. OECD1 countries are also facing
significant pension policy challenges as a result of population
aging [2]. To cater to the needs of the aging population and the
pensioners, many countries have now gone for pension policy
reforms in a larger scale. For instance, policy has diverged on
the relationship between earnings and pensions, with some

1
Countries that have signed the Convention on the Organization for Economic Co-operation and Development (OECD) which strives to 1|P age
promote policies that will improve the economic and social well-being of people around the world.

countries, such as France, Sweden, and the United Kingdom,
targeting public pensions more on low earners, while, in
contrast, Italy, Poland, and the Slovak Republic have moved to
strengthen the link between pensions and past earnings [2].
Some countries have introduced a public-private pension mix
as a reformation [7]. Sweden is one of the few countries that
reformulated its pension policy by transforming its public
pension system to a notional defined-contribution plan— that
is, a defined-contribution plan financed on a pay-as-you-go
basis [8]. Many of these reforms imply a significant
rebalancing of responsibility for pension provision between the
public and private sectors, which amounts to implicit or
explicit ‘privatization’ of pensions [2].
In Sri Lanka the DoP plays the main role in awarding state
pension to the government officers who get retired after their
services. The department strives to offer legal benefits to
pensioners of public services and their beneficiaries and ensure
satisfaction of both recipients as well as service providers at an
excellent level intertwining public sector private sector through
applications of modern technology and sustainable
management techniques [9]. However, the power of award of
pensions has been decentralized in such a way that the retired
employees could draw their monthly pension without a delay
through the Divisional Secretary of the area where the officer is
residing [10]. Therefore, other respective government
organizations also maintain records of their past employees in
support of the documentation process of issuing pensions.
Further, applicants of pension are also partly responsible in
fulfilling the requirements on their part to obtain the pension
payment without delay. All these entities are interdependent
and interrelated with the DoP as the payments regarding
pension are granted from the treasury belongs to the DoP.
Therefore, any small scale delay or issue in the process of
awarding pension in any of the said entity impinge on the delay
in the whole process which ultimately affect the pensioner in
obtaining the pension payment on time. Thus, ensuring the
smooth function of the process of the timely payment of
pension is rather a combined effort where all entities involved
in the process have to play their part.
DoP has taken many steps and issued many circulars to
streamline the process. A computer facilitated system has also
been introduced for those officers of various departments
engaged in processes concerned with pension payment to make
the maintenance of records easier. The department even
maintains a database in its website where pensioners can get
access to the information on their monthly pensions at any
time. Further, the department has given the opportunity for the
applicants to register on line to receive a better service [9].
Though the department strives hard to streamline the whole
process, still shortcomings and lapses pertaining to the parties
involved are reported. According to [10], due to the lapses in
perfection of the documents forwarded to the department in
spite of the instructions already notified, the anticipated goal is
not achieved.
Personnel Department of the Kandy MC being one of the
responsible authorities in the Central Province to ensure
receiving pensions by the retirees on time, also closely work
with the DoP in providing its pensioners a valuable service.
But there are instances where the smooth function of the
APIIT Business & Technology Conference, 2017
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process is disrupted due to various reasons which ultimately
affect the delay in timely payment of pension
This study aims to investigate those root causes that affect
the timely payment of pension in the MC, Kandy and to
provide suitable recommendations to improve and enhance the
process. Though there is a conversation about the delay in
pension payment within the Sri Lankan society, less research
has been found on the root causes that affect the timely
payment of pension. Especially, studies conducted on the
issues pertaining to the payment of pension in the Kandy
municipality hardly exist. Therefore, this study will contribute
a lot to the existing body of literature on the subject.
II. METHODOLOGY
The present research is mainly based on a mixed method
approach to carry out research. Therefore, both qualitative and
quantitative methods of data collection such as questionnaires,
direct observations and interviews were used to gather data.
Though the study utilized both quantitative and qualitative
data collection tools, it is largely rooted in a qualitative
epistemological position giving it the shape of a case study.
This study takes the form of a case study since this is an in-
depth study of examining root causes of the delay in timely
payment of state pension of the MC, Kandy and it is limited to
a particular geographical context. Case study method enables
the researcher to closely examine the data within a specific
context where mostly it selects a small geographical area or a
very limited number of individuals as the subjects of study
[11]. Further, the present study examines a ‘contemporary
phenomenon within its real-life context’ [12]. According to
[13], a case study is a research strategy which focuses on
understanding the dynamics present within single settings and
they typically combine data collection methods such as
archives, interviews, questionnaires, and observations that
give qualitative, quantitative evidence or both.
Causes for the delay were identified by examining 50
randomly selected pension files from 207 files which had
already been detected as having issues at the time of selection.
Further information is collected through observations,
interviews and by giving questionnaires to the Management
Assistants (MAs) of the Personnel Department of the Kandy
MC. A fair amount of quantitative and qualitative data on the
issue was collected using the said methods.
Gathered data and information were analyzed using both
qualitative and quantitative data analysis methods to witness a
holistic view of the issue being studied. The quantitative data
gathered were analyzed using descriptive statistics and
computer aided software were utilized for that purpose. Issues
pertaining to the timely payment of pension were analyzed
based on three different entities; the Applicant, MC and OIs.
These entities were identified based on the data gathered
through observations. Further, information gathered through
interviews and observations were transcribed and analyzed
qualitatively. Since this study was aimed at finding root causes
of the issues pertaining to the timely payment of pension,
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qualitative analysis gave new insights into the issue and it also
helped reducing the superficial nature of the quantitative data
analysis. Finally, the root causes for the delay in timely
payment of pension were identified and suitable suggestions
were proposed to enhance the effectiveness of the process.
III. RESULTS AND DISCUSSION
The data collection was done in such a way that it could
easily identify the number of pension files of the applicants
containing issues and to discover which entity is responsible
for what issues. The responsible entities as mainly identified by
the observations were the Applicant; the applicants of pension
at their retirement, the MC; the legislative body that presides
over the Kandy city area to administrate, develop and provide
services to its public and the Other Institutions; the other
institutions except the MC such as DoP, Divisional and District
Secretariats, and Gramaniladari of the area. This
categorization might not have been the most impartial way to
classify different entities to find out the root causes of the
issue. Especially, since the OIs represent all the other related
institutions to the whole process except MC, there was a risk in
generating misleading results. However, to avoid the difficulty
in condensing and summarizing a variety of information
gathered, the analysis was done and the causes were identified
based on the said categorization. Qualitative methods of data
collection and data analysis were utilized to reduce the said
superficial nature of the results generated based on the above
categorization.
According to the findings, there were 38%, 34% and 28%
of files identified as having issues pertaining to one entity, two
entities and to all three entities respectively (See Table 01).
Even though the number of pension files that were stagnating
without being forwarded for a decision due to the issues of the
different entities do not drastically vary from one entity to
another, the number of files having issues pertaining to a single
entity was reported as the highest according to the results while
the number of files having lapses pertaining to all three entities
was reported as the lowest. This shows each entity has its own
lapses and shortcomings to be addressed at their own levels.
TABLE I. NUMBER OF FILES CONTAINING ISSUES
Description Entity Number of files Percentage
(out of 50)
Files Pertaining to one entity 19 38%
containing
issues Pertaining to two entities 17 34%
Pertaining to all three 14 28%
entities
Later, the responsible entities for the issues were
discovered to understand from which entity the most and the
least issues were reported and why. Data were further tabulated
using Microsoft Excel and depicted in a Venn diagram to get a
more vivid picture of the different entities having issues (See
Fig. 1). According to the Fig. 1, out of the 50 files selected,
there were 9 files that were identified as having issues
pertaining only to the MC, 5 files pertaining only to Applicant
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and 5 files pertaining only to the OIs. That was the splitting up
of the overall 38% of files which were identified as containing
issues pertaining to only one entity. According to the findings,
34% of files were identified as having issues pertaining to two
entities. Remarkably, pertaining to the Applicant and the MC,
there was only one file identified as having issues. Pertaining
to the Applicant and to the OIs there were 9 files and
pertaining to the OIs and the MC, there were 7 files. Pertaining
to all three entities 14 files were recognized as having issues.
That was 28% of the files that were identified as having issues.
However, irrespective of the number of files being
identified as having issues, all three entities had their own
issues at their own levels. It was understood that applicants
also have a responsibility in fulfilling all the requirements on
their part as similar as MC and the OIs to obtain the pension
payment without undue delay. When the issues were lagged
without solving them as they occurred, the files would be
stagnating in a corner without being forwarded for a decision.
Additionally, the nature of issues contained in the pension
files was investigated. Altogether 95 issues were identified in
the observed files pertaining to the Applicant, MC and the OIs.
Fig. 2 depicts the tabulation of the results of the number of
issues identified in the observed files. According to the
findings, issues pertaining to the Applicant were found in 29
files. Issues pertaining to OIs were found in 35 files, which was
the highest. Issues pertaining to the MC were found in 31 files.
It was observed that there is less difference of the number of
issues occurred related to the three entities identified. As
revealed from the interviews with MAs, issues of this nature
pertaining to the identified entities had been causing the delay
in timely payment of pension for a long time and there were
instances where the MC had taken measures to solve some of
those issues time to time, which were not very consistent
enough to last long.
Fig. 1. The number of files containing issues pertaining to the entities
identified
Applicant
5 (10%)
1 (2%) 9 (18%)
14 (28%)
9 (18%) 7 (14%) 5 (10%)
Municipal Council Other Institutions
According to the results, the highest number of issues was
occurred pertaining to the OIs. That is 36.84% of the total
number of issues that was recognized (See Fig. 2). This was
because all issues that had been occurred at the levels of
Gramaniladhari divisions, Divisional and District Secretariats
and at the level of the DoP were considered as one entity;
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issues pertaining to the OIs, whereas issues pertaining to
Applicants and the MC were considered separately as different
entities. The lowest number of issues was identified pertaining
to the Applicant. But, it did not imply that the applicants have a
lesser influence on issues arising in the pension process. As
this study was placed largely on a qualitative epistemological
position, the conclusions were not made solely on the figures.
Apart from the observation of pension files having issues, a
questionnaire was administered and an interview was
conducted to acquire information from the MAs who work on
the subject. There were 12 MAs in the Personnel Department
whose duty was to ensure smooth functioning of the timely
payment of pensions but, only 10 MAs opted to respond to the
questionnaire and only 7 MAs were interviewed. Their
feedbacks were transcribed and thoroughly examined to
identify the causes of the delay in timely payment of pension
from their point of view.
As revealed by the respondents of the questionnaire, all 10
MAs stated that the work at the DoP was not within their
control. Hence, they perceived it as a de-motivating factor for
them to work at their maximum pace. They held a strong
conviction that, irrespective of the efforts they put to rectify
issues within the process, the files get stuck in the next phase
or the other. It was further revealed that, the conviction itself
discouraged them to engage effectively in solving matters
pertaining to the payment of pension. Almost all of them
believed that they are in a position to make the applicant aware
of the pension process however; some found it difficult to
convince certain facts regarding the process to the applicants of
pension who had held higher positions during their tenure.
Further, a majority of the respondents experienced difficulties
in obtaining information about the previous positions held by
the pensioners from other government institutions.
Fig. 2. The number of identified issues pertaining to different entities
Municipal 31 29
Applicant
Council (32.63%) (30.53%)
35
(36.84%)
Other Institutions
When it comes to the feedback that was collected from the
respondents who answered the questionnaire and who faced the
interview, the major finding was that they somehow solve the
issues they encounter in the process. Nevertheless, the task was
time consuming and above all, nobody could ever predict the
time needed to rectify the issues they come across. Thus, the
challenge was finding solutions for the issues within a limited
span of time. According to their views, solving issues depends
on the nature of the issue, time spent for obtaining necessary
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data, assistance received from relevant parties and their
workload.
Depending on the observations and the findings of the
questionnaire and the interview several common issues in the
process of pension were identified. One of the major issues was
that, as a result of sending wrong and incomplete application
forms, a considerable number of applications were returned.
This may occur due to the lengthy documentation process,
unawareness and the negligence of the pension process of the
parties involved. Another issue was that, all dues payable of
the pensioners were checked only after the application was
processed which made the MAs who maintain respective
pension files to wait until the dues were checked and cleared.
Apparently, when the applications are processed in the absence
of a uniform method to gather information within the sections
and the parties involved, occurrence of such problems are
unavoidable. It was also found that, some officers and
applicants give less attention to the guidelines of the DoP on
the process. Various attitudes held by the officers who are
responsible and lack of knowledge of the circulars may have
been the reason for that issue. Another issue was that the time
consuming documentation process. It was discovered that a
new applicant of pension has to sign 21 documents. This was
perceived as a hindrance because if a signature did not appear
to be the same in a document, it would create some other issues
which stop the smooth flow of the pension process. It was
observed that the same piece of information is gathered
repeatedly during the process and this unnecessary repetition
seemingly consumes a lot of time. Personal files not properly
updated were also identified as a barrier to process the
application of pension due to inadequacy of information. Lack
of a clear procedure to receive complaints and queries was
another major issue. Consequently, the issues remain
unanswered for a long time. Similarly, the absence of a
uniform method to handle similar issues across various
sections and institutions which are involved in the process was
also identified as a prolonged issue. The difficulty in obtaining
necessary records of the applicants including the past positions
held was as well recognized as a problem. Moreover, it was
observed that certain respondents of the interview were
unaware of their duties and consequently, they seemed
reluctant to take the responsibility of their mistakes. The
outcome of all these issues, though some seem very trivial,
affects the delay in timely payment of pension.
After examining all the issues identified and the responses
obtained, causes that affect the delay in timely payment of
pension in the Kandy municipality were identified separately
under each main entity.
A. Applicant
 Negligence of the application process
 Delay in applying for pension (usually 3 months
before the date of retirement)
 Sending incomplete or wrong application forms
 Not providing accurate information
 Using illegible handwriting to fill forms
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 Delay in obtaining Widows’ Widowers’ and Orphans’
Registration Number which is required to process the
application for pension
 Not informing changes in the name (usually female
employees after marriage)
 Information provided are not supported with proper
evidence such as affidavits, service certificates, letters
or other documents
 Issues of the applicants are not properly
communicated to the relevant authorities
B. Municipal Council
 Employees’ poor knowledge on circulars and wrong
interpretations of circulars
 Inappropriate attitudes of employees
 Lack of knowledge of the guidelines stipulated by the
Department of Pensions
 Lack of proper way to manage records of the
pensioners
 Mistakes and errors in filling forms
 Errors that may occur in pension calculations
 Absence of a suitable performance appraisal system
and lack of training for MAs
 Not having a proper computer facilitated system to
maintain records
 Lack of assistance from the relevant sections of the
MC to obtain records of the applicants
C. Other Institutions
 Lack of structured and formalized procedure to solve
queries of pensioners
 Inadequacy of a standardized and a uniform method to
handle similar processes across various functional
units in the Department of Pensions and the related
other institutions
 Lack of coordination among the processes across
involved parties
 Shortage of an active and user friendly Computer
Based System to run the whole process
 Prolonged issues in administration and management
 Lapses in coordinating payment of pension at
national, district and divisional levels
 Financial deficiency of the Department of Pensions
 Delay in updating the official website of the
Department of Pensions
 Lack of training for Gramaniladhari and other
Officers who are involved in the process
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On the whole, as a result of the negligence and lack of
awareness of the process applicants contribute to the delay.
Pertaining to the MC, management and administration issues,
issues with the employees and absence of a proper computer
facilitated system mainly cause the delay. Shortage of an
active and user friendly computer based system to run the
whole process, lapses in coordinating payment of pension at
national, district and divisional levels, delay in updating the
official website of the DoP and financial deficiency of the DoP
mainly affect the delay in pension payment.
IV. CONCLUSION
Personnel Department of the Kandy MC being one of the
responsible authorities in the Central Province to ensure
receiving pensions by the retirees on time, closely work with
the DoP in providing its pensioners a valuable service. Though
many initiatives have been taken to streamline the whole
process, the applicants of pension still experience a delay in
pension payment. Through the analysis, the issues and causes
that affect the timely payment of pension in the Kandy
municipality were identified.
The causes of the delay have been identified under three
main categories; Applicant, MC and OIs. It was examined that
the delay takes place due to the issues pertaining to all three
identified entities. Negligence and carelessness of applicants
when fulfilling the requirements of the documentation process
were identified as a major cause for the delay. Pertaining to
the MAs in the MC, obtaining relevant information of the
Applicant from the other sections or from the OIs was
identified as the main time consuming issue that affected the
calculation of pensions in the Kandy municipality. Solving
issues depended on the nature of the issue, time spent for
obtaining necessary data, assistance received from relevant
parties and their workload as revealed by the study. It was
examined that shortage of a clear procedure to receive and
solve complaints and queries was another major cause of the
delay. It was clearly identified that the lack of computer based
unified pensions management system to monitor the whole
pension process was the need of the hour. If the existing
process which is now becoming outdated can be replaced with
a new pensions management system with sophisticated items
where both the applicant and the service providers are
facilitated, the task would have been much easier. Future
research can be done to examine the processes which are
manually done and already computerized in order to launch a
better pensions management system to the whole country
covering all involved parties.
Recommendations to further improve the process can be
pointed out. Introducing a knowledge based system to make
all respective officers and all the government employees who
are entitled to receive a pension aware of the pension process
including all policy and procedural changes that have been
occurred across time would be an ideal solution to reduce
knowledge gaps. Identifying training needs of the employees
and scheduling programmes to update their knowledge &
skills will also be helpful to minimize the mistakes and to
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optimize the accuracy. At the same time conducting training [13] EISENHARDT, K. M. (1989). Building theories from case study
research. Academy of management review, 14(4), 532-550.
programmes to improve soft skills of the employees may
enhance the quality of their relationships as well as the public
relationship skills. Finally, the need to create room for mutual
conversation between and among different entities to address
the delays occurred due to the shortfalls of all entities should
be highlighted.
ACKNOWLEDGMENT
I would like to pay my gratitude to the PGIA, University of
Peradeniya for empowering me with knowledge to conduct
research and to the Municipal Council, Kandy for providing
me with all the needed support and information.
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[10] DEPARTMENT OF PENSIONS. (2004). New system of award of

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