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Service Personnel and Veterans Agency: Key Performance Targets

Volume 711: debated on Tuesday 2 June 2009


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

The key targets have been set for the chief executive of the Service Personnel and Veterans Agency (SPVA) for the financial year 2009-10. They provide customers with an assurance that, as well as focusing on maintaining high-quality services in the delivery of pay, pensions and compensation claims, SPVA will continue to give high priority to customer service and increased efficiency.

Target 1: To deliver timely service pay—to make 99.9 per cent of all pay payments by the due date.

Target 2: To deliver accurate service pay—98.3 per cent of all service pay to be 100 per cent accurate, excluding errors caused by inaccurate external inputs.

Target 3: To deliver timely pensions and compensation decisions—overall reporting against key target 3 to be weighted by the achievement of the sub-component measurers below:

Armed Forces Pension Scheme—to make 99.3 per cent of all service pension payments by the due date;

Armed Forces Compensation Scheme—98 per cent of all decisions within 40 working days1 except for high-priority cases2 where 95 per cent will be cleared within 20 days3; and

War Pension Scheme—to clear claims for war pensions within 52 working days average clearance time, including 19 days average clearance time for widows’ pensions.

Target 4: To deliver accurate pension and compensation decisions and payments.

to deliver an overall target of 98 per cent of all service pensions accurately;

to deliver 99 per cent of service pensions accurately; and

to deliver compensation and war pension claims with a financial and decision accuracy of 98 per cent4.

Target 5: To achieve an overall customer satisfaction average of 80 per cent satisfied or very satisfied, with not less than 70 per cent in any one segment.

The SPVA customer segments are:

corporate customers;

HR professional users;

self-service online users; and


Target 6: To ensure a seamless transition from current contract to interim contract.

100 per cent of transition programme milestones met.

1 Within the specified number of working days from receipt of required external evidence (predominantly medical evidence).

2 Priority cases are those involving or likely to involve injury at tariff level 8 or above.

3 Within the specified number of working days from receipt of required external evidence (predominantly medical evidence).

4 Includes +/- £10 materiality tolerance.