HC Deb 27 November 2003 vol 415 cc31-2WS
The Minister of State, Ministry of Defence (Mr. Adam Ingram)

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 DCS A.

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 DCS A 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 percent increased compared to 2002–03.

KT6 EFFICIENCY MEASUREMENT To achieve an improvement in effectively by reducing the average unit cost of output by 3 per cent.

KT7 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.