HL Deb 05 July 2004 vol 663 cc25-6WS
Lord Bach:

My right honourable friend the Minister of State for Defence (Mr Adam Ingram) has made the following Written Ministerial Statement.

Key targets have been set for the chief executive of the DCSA for financial year 2004–05 as follows:

Title Details Target
KT 1—Service The measurement of To meet an average
Assurance the quantity and of 98 per cent for
quality of the measured services
agency's services against the
delivered. performance targets
agreed in agency
KT 2—Service The measurement of To commission an
Fulfilment the delivery of all average of 96 per
newly commissioned/ cent of new service
changes to agency requests on or before
services. the dates agreed by
customers with the
KT 3—Service The measurement of To achieve an
Availability the availability of all average service
operational services. availability of 98 per
cent for all
operational services.
KT 4—Service The measurement of To achieve an
Support the quality of the average 95 per cent
agency/customer success rate against
interface. agreed standards in
response to demands
on DCSA operator
assistance centres
(OACs) and helpdesk
KT 5—Customer The measurement of To achieve a
Satisfaction customer satisfaction customer confidence
with customer index of 54.
interface, delivery
and support.
KT 6—Efficiency The measurement of To achieve an
Measurement the reduction in the improvement in
average unit cost of efficiency by
output. reducing the average
unit cost of output
by 4 per cent.
KT7—Project The measurement of To deliver new
Management the agency's projects to time, cost
effectiveness in and performance as
managing major expressed at the
complex projects. 90 per cent
confidence level to a
tolerance of 9 per