DEFENCE ANALYTICAL SERVICES AGENCY: TARGETS (Hansard, 10 June 1993)

Viscount Cranborne

The agency's key targets for this financial year and beyond have been revised to reflect the continuing need to secure economies in defence spending and an increased capability to meet the department's evolving needs. They build on progress already made by the agency in meeting those targets set at its launch in July 1992. The revised targets are as follows:

Delivery of Customer Services
1. (a) About three-quarters of the agency's business is suitable for coverage by service level agreements with customers, which set out WA62 targets and standards for the level of service, timeliness and quality of work. For this part of the business key targets are:
  1. (i) to increase the coverage to 75 per cent. for service level agreements in the areas suitable;
  2. (ii) to meet at least 95 per cent. of the timeliness and quality targets set in the established service level agreements.
2. (b) For the remaining parts of the business (for which service level agreements are not appropriate) the target is to meet at least 95 per cent. of the timeliness and quality targets in each project agreement.
3. (c) For all parts of the business, a key target is to achieve, in the annual customer satisfaction survey, at least 90 per cent. of customers expressing themselves satisfied or better with the timeliness, quality of work, and helpfulness of staff.
Efficiency and use of Resources
1. (d) The agency will be expected, by using improved information technology, to produce its routine output more efficiently. The chief executive is therefore required to increase efficiency in the production of regular statistical reports by 5 per cent. in 1993–94 and by 10 per cent. over the two years 1993–95. In line with general manpower reductions, the chief executive is, by 1st April 1994, required to complete a reduction in manpower to a level 20 per cent. below the 1990 baseline manning level.