HL Deb 08 June 2004 vol 662 c6WS
Lord Bach

My honourable friend the Parliamentary Under-Secretary of State for Defence (Mr Ivor Caplin) has made the following Written Ministerial Statement.

The key targets that I have set the chief executive of the Pay and Personnel Agency for 2004–05 are as follows:

Customer Service and Satisfaction

Key Target 1: Achieve 99.0 per cent average timeliness and 96.8 per cent average accuracy for salary payments, expenses payments and pension awards.

Key Target 2: Achieve 90 per cent average responsiveness against key service standards.

Key Target 3: Improve customer satisfaction index score from 72.6 per cent in 2002–03 to 75 per cent.

Key Target 4: Achieve Charter Mark accreditation by December 2004.

Processes

Key Target 5: Achieve Main Gate approval for the future pay system by September 2004.

Efficiency

Key Target 6: Achieve unit costs of no more than: salary payments £10.60; expenses payments £4.50; pension awards £125.00.