§ Mr. Soames
Key targets have been set for the chief executive of the Defence Analytical Services Agency for this financial year and beyond. The targets build on the progress already made by the agency since it formed in July 1992 and are as follows:
Delivery of customer servicesAbout three quarters of the agency's business is now covered by service level agreements with customers, which set out the targets and standards for the level of service, timeliness and quality of work. For the remaining parts of the business, for which service level agreements are not appropriate, project agreements are in place. Key targets are:
- (a) To meet at least 95 per cent. of the timeliness and quality targets in the service level agreements and project agreements.
- (b) For all parts of the business, to achieve in the annual customer satisfaction survey at least 90 per cent. of customers expressing themselves satisfied or better with the timeliness, quality of work and helpfulness of staff.
- (c) To improve the quality of published output and to devise a methodology to demonstrate the improvement.
Efficiency and use of resourcesThe agency will be expected to find efficiency savings of 2.5 per cent. to meet the targets laid down in the departmental efficiency plan. The agency will also be required to develop a robust system 552W for the Department to produce location statistics for service and civilian personnel.