§ Mr. Menzies Campbell
To ask the Secretary of State for Defence if he will list(a) those targets of the Logistics Information Services agency for 1998–99 which (i) were and (ii) were not achieved, giving the factors affecting 646W the outcome in each case and (b) action taken by the agency to improve target achievement performance in 1999–2000; and if he will make a statement. 
§ Dr. Moonie
[holding answer 7 March 2000]: This is a matter for the Chief Executive of the Defence Logistic Information Systems Agency. I have asked the Chief Executive to write to the "right" hon. and learned Member.
Letter from P. A. Flanagan to Mr. Menzies Campbell, dated 7 March 2000]:
- 1. I am replying to your Question to the Secretary of State for Defence about Key Targets in 1998/99 and 1999/00 as this matter falls within my area of responsibility as Chief Executive of the Logistic Information Systems Agency (LISA).
- 2. Much of the information requested is contained in the Annual Report and Accounts 1998/99 (HC688), a copy of which is in the Library of the House. However, for clarity, it is repeated below.
- 3. Your first question asked about those targets for 1998–99 which were, and were not, achieved, giving the factors affecting the outcome in each case. The details for this are as follows;
- a. The first Key Target was, "To deliver the agreed levels of service within budget levels defined by the customer". This target was achieved.
- b. The second Key Target was, "To achieve a reduction in unit cost of 3% by April 1999". This target was also achieved.
- c. The third Key Target was in three parts, that is, "To improve delivery performance to customer requirements such that".
- i. "95% of Requests For Change are assessed within 7 days". This target was not achieved. Measures taken to reduce assessment intervals included an increase in the number of Personal Computers with access to RED BOX (the Service Management tool-set) and associated training programme to educate LISA Customer Service Managers in the effective use of the package in the progression of RFCs. These measures, together with the identification and elimination of bottlenecks in the process, secured a very substantial improvement in performance from 67.21% in the previous year achieving 92.6% by the end of March 1999. Actions taken to improve target achievement performance in 1999/00 include exploitation of new features offered by the latest release of RED BOX, and a continuation of the RED BOX training programme. The latter has the objective of improving use and perception of the package and increasing its acceptance throughout the Agency as a significant means of improving performance.
- ii. The average period required for Request for Change authorisation is reduced by 10%. This target was achieved.
- iii. "85% of Requests For Change are moved from the Tasking Phase to the Implementation Phase within 90 days". This target was achieved.
- 4. In addition, a new, and significant, means to improve performance is the implementation of Resource Accounting and Budgeting (RAB). As a result of this, Customer-Supplier Agreements are being used to enable the customers themselves to define the outputs required from the Agency. For example, this has enabled LISA to develop one of the targets from one of unit cost to one that now commit the Agency to delivering requirements defined by the customers, but at 97% of the cost of the Agreement to which the customer has agreed and contracted.