§ Sir Fergus MontgomeryTo ask the Secretary of State for the Environment what objectives and targets have been set for the Buying Agency for 1993.
§ Mr. BaldryI have asked the new chief executive, Stephen Sage, to review the strategic direction of the Buying Agency over the next few months. As part of this, I have asked him to work to the following objectives arid targets for 1993:
PERFORMANCE OBJECTIVES AND TARGETS 1993
- —to manage the Agency's operations efficiently and to give its customers best value for money;
- —to implement systems to identify more closely individual customers and their procurement requirements, within the public sector and particularly within central Government;
- —to develop better systems to monitor suppliers' delivery performance against direct call-off orders;
- —to continue to develop awareness within the public sector, particularly within central Government, of the benefits and services available from TBA;
- —through achieving these objectives, to develop and expand TBA's customer base and to monitor its progress in doing so.
In support of these objectives I have set the agency challenging key targets for 1993:
- —an overall profit after interest in current cost terms of not less than 1.5 per cent. of the total sales value of goods and services procured;
- —an increase in the total attributable sales volume from £131 million in 1992 to £145 million for 1993;
- —at least 90 per cent. of orders which TBA handles directly on behalf of customer departments to be delivered by the due date;
- —to acknowledge all customer complaints within two working days of receipt, indicating a proposed course of action; thereafter, to keep the customer regularly informed of progress (no less frequently than every 10 working days); to resolve 75 per cent. of complaints within one month of receipt and the remainder within three months.