§ Lord Marlesfordasked Her Majesty's Government:
What targets have been set for the Security Facilities Agency for 1995–96.
§ The Minister of State, Department of the Environment (Viscount Ullswater)For 1995–96, the agency has been set the following targets. They require the agency to make further improvements in its performance particularly in the quality of the service it delivers, with the exceptions of the targets for surplus and sales turnover, where a marginal reduction on the previous year acknowledges the reducing need for expenditure on security.
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Category Measure Target Financial Cost Recovery in Accruals Terms 100 per cent, cost recovery including 6 per cent, cost of capital Outturn on the Vote A surplus of £1 million Outturn on Net Running Costs Break even Sales Sales Turnover Turnover of £40 million Efficiency Unit Costs 2 per cent, reduction in real terms Quality of Service* Customer Surveys 90 per cent, satisfaction rating Management Achieve and maintain ISO 9000 standard on quality management systems
Category Measure Target Environmental Management Achieve BS 7750 standard on environmental management systems Vehicle Fuel Efficiency Annual average of 25mpg for GCS and IDS fleets *The Quality of Service Target in addition to requiring an overall 90 per cent. satisfaction rating in customer surveys, comprises also a number of separate targets applying in different ways to each part of the Agency's business, viz:
Government Car Service—90 per cent. customer satisfaction targets for driver appearance, punctuality, driving standards, vehicle presentation; at least 70 per cent. of pool service calls to be met by in-house drivers; all customers to be visited at least once a year to review delivery and needs.
Inter-Despatch Service—To implement service enhancements resulting from the service's market test, and implement new performance measuring system; both by June 1995.
Special Services Group/Security Furniture—To keep within 90 per cent. of approved project timetables and estimates; deliver 98 per cent. of SFS standard items within 15 days.
Custody Service—To achieve a monthly target of 99.5 per cent. productive hours as percentage of total hours; a nil target for entry violations; have at least yearly liaison visits to customers; improve image with new uniforms and conduct code.