Defence Communications Services Agency

HC Deb 18 May 2000 vol 350 c204W

Mr. Reed

To ask the Secretary of State for Defence what performance targets have been set for the Defence Communications Services Agency for 2000–01. [123224]

Mr. Spellar

Key Targets have been set for the Chief Executive of the DCSA for financial year 2000–01. The targets build on the progress made by the Agency since it formed in April 1998 and are as follows:

Key Target 1—Service Assurance (Quantity) To achieve a mean 96 per cent. of the service performance targets in the Services Baseline Document.

Key Target 2—Service Provisioning (Timeliness) To commission 90 per cent. of new requests for service on or before the dates agreed with customers.

Key Target 3—Service Restoration (Timeliness) To restore 95 per cent. of interrupted services classed as operationally urgent within four hours or within other specific periods agreed with customers.

Key Target 4—Service Support (Quality) To achieve a 75 per cent. average success rate in response to demands on all DCSA Operator Assistance Centres (OACs) and helpdesk facilities.

Key Target 5—Customer Satisfaction (Quality) To achieve a 70 per cent. mean of customers/users who express moderate or high satisfaction with the services and support offered by the DCSA.

Key Target 6—Efficiency To achieve an improvement in efficiency by reducing the average unit cost of output for current DCSA products by 5 per cent. per annum.