The Chief Executive of the Pay and Personnel Agency is responsible for providing civilian pay, pensions and personnel information services for the Ministry Defence as defined in the agency framework document. The Agency will be set the following key performance targets for 2003–04:
Achieve 99.0 per cent. average timeliness and 97.8 per cent. average accuracy for salary payments, expenses payments and pension awards.
Increase the number of customer forms available on line from 17 in 2002–03 to 25 by March 2004.
Provide customer service and business support for the Human Resources Management System (HRMS) by March 2004.
Improve customer satisfaction from 76 per cent. in 2000–01 and 85 per cent. in 2002–03 to 90 per cent. in 2004–05. [Note: this target is measured every other year and will next be measured in 2004].
Increase the proportion of the Agency covered by a single ISO 9001 2000 quality certification from 85 per cent. in 2002–03 to 100 per cent. by March 2004.
Achieve Initial Gate approval for the future pay system by September 2003.
Achieve unit costs of no more than: salary payments £10.25, expenses payments £5.75; pension awards £130.00.
Key targets have been set for the Chief Executive of the Defence Bills Agency (DBA) for the Financial Year 2003–04. The targets, which build on the already high standards of service provided by the Agency since its formation in 1996, are as follows:
To pay 99.9 per cent. of correctly presented bills within 11 calendar days of the Department's 30–day payment target.
To raise 98 per cent. of invoices accurately within four days of receipt of a correctly authorised claimable document.
To ensure that the average percentage of overdue collectable debt due to the Department does not exceed 35 per cent. of total collectable debt.
To deliver 99 per cent. of the required accounting and financial information feed to the Departmental Financial Management System portal within one working day, 100 per cent. within two days.
To make a progressive improvement of at least 1per cent. in the overall level of customer satisfaction over a baseline of 76 per cent. achieved in 2002–03.
To demonstrate at least a 1 per cent. improvement in year-on-year operating efficiency by 31 March 2004, as part of a longer term continuous improvement programme.