The key targets that I have set the chief executive of the People, Pay and Pensions Agency are as follows:

Delivering Results

Individual performance targets have been agreed between the agency and the MOD as its principal customer reflecting both business requirements and the need to continue to drive down costs through efficiency improvements.

Key Target 1—Achieve agreed unit cost targets for salary payments; expenses payments; pension awards; internal posting; external recruitment; manpower substitution; promotion assessments; subject access request; and the working patterns and leavers service. These targets reflect financial savings which are expected to arise from efficiency gains.

Key Target 2—Achieve key performance indicators for timeliness and accuracy set in the agency's service level agreement. The indicators cover salary payments, pensions and HR transactions and advice.

Key Target 3—Achieve key performance indicators for access to the agency's services. The detailed indicators cover availability and speed of responses of both its call centres and its major online electronic service.

Reputation

Key Target 4—Achieve customer satisfaction targets set in the agency's service level agreement: 78 per cent. satisfaction index for pay, pensions and expenses services; 64 per cent. satisfaction index for HR services; 85 per cent. for sampled users satisfied or better.

How We Work

Key Target 5—Achieve second phase of HR service maturity programme by March 2010. In conjunction with customers, a small number of specific projects have been agreed for reviewing and improving HR services and procedures which have high business priority.

Reputation

Key Target 6—Maintain and extend customer service excellence and other external accreditations by March 2010.