Joint Personnel Administration
From SR
Services
The Joint Personnel Administration (JPA) is seeking the harmonisation of single-services policies, procedures and processes in order to provide a single joint support system. JPA represents a key element of the MoD's Defence Change Programme and, as a flagship project, is being cited as a benchmark for future relationships between government and the IT supplier community.
The Joint Personnel Administration Centre (JPAC) acts as first point of contact for any query from serving personnel.
Telephone calls to the JPAC Enquiry Centre will be answered by a an automated message and will ask the caller to select one of five options:
- Pensions
- Medals
- IT enquiries and password resets
- Pay, personnel and records of service
- Ghurka Offer to Transfer pension enquiries
Having selected an option the caller will be routed to an appropriate agent who will ask what the query/problem is; carry out an identification and verification process and take appropriate further action.
The new JPAC provides essential support to operational delivery. 20,000 calls are handled every week, with average call waiting times under ten seconds and 85 per cent of enquiries are cleared at first point of contact.
Awards
JPA was nominated for both the Technology Award and the Project and management Award in 2007.
