HC Deb 24 April 2001 vol 367 c230W
Dr. Iddon

To ask the Secretary of State for Defence what performance targets have been set for the Pay and Personnel Agency for 2001–02. [158795]

Dr. Moonie

The chief executive of the Pay and Personnel Agency (PPA) is responsible for providing pay and personnel information services for the Ministry of Defence as defined in the agency framework document. During 2001–02 the PPA will be set the following challenging key performance targets.

  1. 1. To make 100 per cent. of all payments to staff by the due date (excluding late payments caused by invalid claims or late notification outside the control of the Agency).
  2. 2. To keep error rates within the following limits: six per 1,000 payments of industrial and non-industrial pay 15 per 1,000 awards for pensions five per 1,000 payments of expenses.
  3. 3. By 31 March 2002 to have set up a Customer Service Centre covering 70 per cent. of PPA business operations.
  4. 4. By 31 March 2002 to have provided direct access for customers through their communication channel of choice.
  5. 5. By 31 March 2002 to have provided customers with electronic input for the eight most often used forms.
  6. 6. To answer 95 per cent. of written complaints within 20 working days of receipt.
  7. 7. To constrain expenditure on the business tasks of the Agency within the funding for those tasks agreed between DUS(CM) and PPA in their Service Level Agreement.
  8. 8. To gain approval for a costed customer service improvement programme which delivers better value for the MOD.

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