Appendix
1 From: To:
Dear Alan. Thank you for providing the opportunity to comment on the Agency’s Key Performance Targets (KPTs) for the coming year. The KPTs listed in the Corporate Plan 2004/2009 are to be applauded in general. However, as we discussed at the last Chairman’s Conference, the method of measuring these targets should be improved. With today’s modern methods of storing information, it should not be too difficult to expand the current Straw Poll method of calculating statistics. One of my concerns is that the Agency is reverting to “government speak” which gives the impression that it is being run on a more commercial than compassionate and welfare grounds. Examples of the language
in question are on page 10 of the Corporate Plan My other concern is that in the rush to be seen as providing an efficient service, i.e. a fast service, that claims investigations and subsequent decisions will be aimed at complying with targets rather than consideration of the needs of the case. It is my experience that claimants do not get too upset at the length of time taken in considering their claim as long as they are kept informed of its progress. Thanks again for the opportunity to voice my comments Yours sincerely Response fromAlan Burham Chief Executive Veterans Agency 11th November 2004 Dear David.
I understand your concern that we should use “Plain English” wherever possible and our review of the draft will try to seek out any misdemeanours in this direction. We do use the term “Owner” as this specifically refers to the Deputy Chief Of Defence Staff (Personnel) rather than MOD as a whole: hence I report to an Owner’s Advisory Board. On your point about “output costing methodology” I think you are right that we could be clearer and we can re-think; however this relates to a specific recommendation from the National Audit Office and we may feel the need to use the same terminology to highlight the link. I am pleased that you share my view that speed in clearing claims is far from everything to our customers. Our research, and my personal contact with war pensioners and war widows, tells me that openness, courtesy, respect and keeping people informed are just as valued. We need to concentrate on sustaining and improving all aspects of quality, not just dash around to get things out of the door to meet targets. Rest assured that I really am at one with you on this. Once again thank you for taking the trouble to write. Yours. |