§ The Parliamentary Under-Secretary of State for Defence (Mr. Ivor Caplin)
The Key Targets that I have set the Chief Executive of the Pay & Personnel Agency for 2004–05 are as follows:
Customer Service and SatisfactionKey Target 1. Achieve 99.0 per cent. average timeliness and 96.8 per cent. average accuracy for salary payments, expenses payments and pension awards.Key Target 2. Achieve 90 per cent. average responsiveness against key service standards.Key Target 3. Improve customer satisfaction index score from 72.6 per cent. in 2002–03 to 75 per cent.Key Target 4. Achieve Charter Mark accreditation by December 2004.
ProcessesKey Target 5. Achieve Main Gate approval for the future pay system by September 2004.
EfficiencyKey Target 6. Achieve unit costs of no more than: salary payments £10.60; expenses payments £4.50; pension awards £125.00.