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Ministry of Defence

Answer

John McDonnell: To ask the Secretary of State for Defence what mechanism he has put in place to monitor the performance of TNT at the former Departmental Records Office, Bourne Avenue, Hayes; and what system is in place to receive and record complaints about performance. [173659] Mr. Caplin: The Ministry of Defence has set up a Contract Management Team (CMT) to monitor the services provided by TNT to all the Departments involved at the former Departmental Records Office. Departments should notify the CMT in writing of any TNT performance complaints. Each complaint is logged and passed to the TNT Customer Service Helpdesk Supervisor. TNT investigate the complaint and report back to the concerned department and the CMT with their findings, including a full resolution and/ or process change requirement. The CMT reviews all outstanding complaints with the TNT Customer Service Supervisor daily, and monitors their progress until a successful resolution is determined. Once a resolution has been communicated to the relevant Department, the CMT follows up the resolution to ensure a satisfactory conclusion. In addition to the processes mentioned above, the CMT and representatives of the TNT Management Team hold monthly update meetings with all departments involved to discuss TNT's service performance.

Secondary information

Type

Written question

Reference

173659; 425 c323-4W

Session

2003-04

Subjects

Complaints Monitoring Ministry of Defence Standards Departmental records TNT

Link

View this Written question on www.publications.parliament.uk