§ Lord Hughes of Woodside
asked Her Majesty's Government:
What key targets have been set for the chief executive of the Defence Communications and Services Agency (DCSA) for financial year 2003–04. [HL61]
§ Lord Bach
Key targets have been set for the chief executive of the Defence Communications and Services Agency (DCSA) for financial year 2003–04. The targets build on progress already made and are as follows:
KT1 SERVICE ASSURANCE
To meet an average of 99 per cent for measured services against agreed performance targets.
KT2 SERVICE FULFILMENT
To commission an average of 95 per cent of new service requests on, or before, dates agreed by customers with the DCSA.
KT3 SERVICE RESTORATION
To restore an average 97 per cent of interrupted services classed as operationally urgent within four hours of the fault being reported to the DCSA, or within other specific periods agreed with customers and to restore business critical services in accordance with periods as specified in CSAs.
KT4 SERVICE SUPPORT
To achieve an average 90 per cent success rate against standards in response to demands on all DCSA operator assistance centres (OACs) and helpdesks facilities.
KT5 CUSTOMER SATISFACTION
To achieve a customer confidence index of 54 in financial year 2003–04. Key target measurement has changed from last year and will be achieved by the agency's customer relationship management staff undertaking a series of face-to-face interviews with DCSA customers. The information obtained from these interviews will be processed and a customer confidence index (CCI) produced. If this measure is delivered it will represent an eight per cent increase compared to 2002–03.
KT6 EFFICIENCY MEASUREMENT
To achieve an improvement in efficiency by reducing the average unit cost of output by three per cent.
KT7 SERVICE INTRODUCTION OF NEW PROJECTS AND SERVICES
To deliver new projects to time, cost and performance as expressed at the 90 per cent confidence level to a tolerance of 10 per cent.8WA