RISK 4: Service user and stakeholder satisfaction with delivery
Definition Users are not satisfied, or satisfaction is not assessed in order to ensure that value for money is being achieved from a user perspective.
Reason for overall assessment of this risk category in the eight case study projects: Low level of current risk to value for money User satisfaction with services was generally good both in the case studies and in our census and therefore there is a low level of current risk to value for money. There were some exceptions, for example the ongoing problems at the Defence Animal Centre and some initial user dissatisfaction with the late delivery of part of the Medium Support Helicopter Aircrew Training Facility. We also found that because of the diverse nature of the projects, approaches to assessing user satisfaction varied in both the method used and the regularity of assessment. NOTE 1 This project did not proceed to contract and is not part of the current Department portfolio. |
2.22 The users of the PFI services which the Department has procured include both its military and civilian personnel. In some cases users may be from outside the Department. For example, the Medium Support Helicopter Aircrew Training Facility provides training services for aircrew from allied countries as well as the RAF. The Tidworth Water and Sewerage project provides services to both the Department's personnel and the residents of Tidworth.
2.23 User satisfaction with service delivery has generally been good in the case study projects. A particular example is the Defence Fixed Telecommunications System project which has consistently recorded user satisfaction in excess of target levels. An exception was the Defence Animal Centre where, because of the problems with service delivery, users have not been satisfied.
2.24 In some projects initial issues over user satisfaction were overcome:
■ The late delivery of the agreed visual system on the Medium Support Helicopter Aircrew Training Facility initially impacted adversely on user satisfaction but this problem has been resolved and users are now satisfied with the service.
■ On the Heavy Equipment Transporter project some of the Department's stakeholders were opposed to the use of Sponsored Reserves.5 Though there were some initial problems, the Department considers that these have been overcome and that Sponsored Reserves have been a success.
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5. Sponsored reserves are individuals whose employers are contractually committed to provide specific operational capability to the Services. During front line operations these personnel are called up and serve as Army Reservists alongside regular Army personnel.