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Queen Elizabeth Ii Conference Centre

Volume 281: debated on Tuesday 16 July 1996

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To ask the Secretary of State for the Environment what performance targets he has set the Queen Elizabeth II Conference Centre executive agency for 1996–97.

The agency's principal target for 1996–97 is to achieve a net operating surplus, excluding rent, of £493,000, after trading costs, and non-cash and notional costs, or of £1.03 million gross operating surplus.The agency's other main targets are:

  • a) to achieve total revenue of £6.297 million;
  • b) to increase the proportion of events with more than 200 delegates to 26 per cent.;
  • c) to increase the proportion of target revenue achieved six months in advance to 50 per cent.;
  • d) to achieve at least four out of the following five quality of service targets:
    • an overall score for quality of service in client questionnaires of at least 77 per cent.;
    • 99 per cent. of clients completing the client questionnaire to report that they would use the centre again;
    • the number of complaints received to be less than five per 100 events;
    • to achieve an average response time in dealing with complaints of less than 10 working days;
    • and to achieve at least one major industry award.

    These targets reflect the agency's successful bid in the recent market test of the management of the conference centre, whose outcome was announced on Thursday 13 February 1996, Official Report, column 483.