The Business Plan commits the agency to delivering high quality Business As Usual services, matching the levels of performance the RPA achieved in 2013-14, while also delivering the change needed to support CAP Reform.
The plan’s headline indicators include achieving an average customer satisfaction score of 8 out of 10 across the year; ensuring that 97% of customers are paid 97% of the fund value by 31 March 2015; and guaranteeing that at least 99% of payments are accurate first time, measured against financial value.
RPA chief executive Mark Grimshaw commented:
“We have taken the practical decision to maintain our indicators at 2013 levels to focus on preparing our people, our customers and our systems to be ready for the transition to the new, reformed CAP
“There will, however, be no let-up in the drive to maintain our current high levels of customer service and scheme performance while delivering the third year of the Five Year Plan.
“It will be a tough task but the RPA is in a better place than it was last time round. Over the past two years we have completed early a highly successful strategic improvement programme which has stabilised the agency and delivered our best ever performance.
“The result is today’s RPA is a lean, agile and high performing organisation which is ready for the challenges ahead.
“Our priority now is to persuade customers to engage early with the CAP Information Service (CAPIS) online system. They can find out how by looking out for the series of leaflets we are producing as part of the CAP Reform Countdown.
“With the help of the Defra network, our people and our industry partners, we are working hard to make the transition to the new schemes and the new IT as smooth as possible.”