The reports show that agencies met 75% and NDPBs 69% of targets, which is an improvement on last year. They show an emphasis on inward facing targets such as unit costs rather than things that matter to customers such as quality of service. There are few targets relating to innovation or making wider use of technology. There is also a suspicion that some targets are not particularly stretching with scope for a greater focus on continuous improvement in service quality.Reports available from the Stationery Office 0345 01 34 74.
Book News: March 13th, 2000