HC Deb 01 July 1997 vol 297 cc72-3W
Mr. Rapson

To ask the Secretary of State for Defence what performance targets have been set for the Defence Analytical Services Agency for 1997–98. [6438]

Dr. Reid

Key Targets have been set for the Chief Executive of the Defence Analytical Services Agency for financial year 1997–98. The targets build on the progress already made by the Agency since it formed in July 1992 and are as follows:

Delivery of customer service and quality

The majority of the Agency's business is covered by Service Level Agreements with customers, which set out the targets for timeliness and quality of work. For the parts of the business where Service Level Agreements are inappropriate, Project Agreements are in place. The Agency is committed to achieving a continual improvement in the range and quality of the services provided to customers. Key targets are:

  1. (a) To meet at least 95 per cent. of the timeliness and quality targets set in the Service Level Agreements and Project Agreements.
  2. (b) To have at least 90 per cent. of customers saying they are at least satisfied with the timeliness, quality of work and helpfulness of staff in the annual Customer Satisfaction Survey covering all aspects of the business.
  3. (c) To have at least 25 per cent. of customers receiving DASA services in both 1996–97 and 1997–98 report an improvement in the services provided in the annual Customer Satisfaction Survey.
  4. (d) To demonstrate a further, independently assessed, improvement in the quality of published output.

Efficiency and business excellence

The Agency plans to make efficiency savings in 1997–98 as well as meeting the additional demands placed upon it by a number of important studies and initiatives. The Agency is committed to continual improvement and is using the Business Excellence Model as a means of driving this forward. Key targets are:

  1. (e) To achieve a British Quality Foundation validated score of 350 points or more against the Business Excellence Model.
  2. (f) To deliver efficiency savings with a value of at least 2.5 per cent. of the initial running cost cash allocation.