§ Dr. Moonie
The chief executive of the Pay and Personnel Agency is responsible for providing civilian pay, pensions and personnel information services for the Ministry of Defence as defined in the agency framework document. The agency will be set the following key performance targets for 2002–03Key Target 1By March 2003 increase from 70 per cent. to 100 per cent. the proportion of PPA services available through the Customer Service Centre; increase from 8 to 15 the number of most important customer forms available on-line; and enable an effective single portal for civilian staff matters.Key Target 2Implement the new pensions project by October 2002.812WKey Target 3Improve customer satisfaction from 76 per cent. to 85 per cent. in 2002–03 and 90 per cent. in 2004–05.Key Target 4Increase from 55 per cent. to 85 per cent. by March 2003 and 100 per cent. by March 2004 the proportion of the agency covered by a single ISO certificate.Key Target 5Reduce the cost of Service Level Agreement tasks compared to 1997–98 by 25 per cent.