Annual activity report 2018 - Office for the Administration and Payment of Individual Entitlements

2018 Ref. Ares(2019)3244944 - 17/05/2019 Annual Activity Report Paymaster’s Office (PMO) Table of Contents PMO IN BRIEF 4 EXECUTIVE SUMMARY 5 A) KEY RESULTS AND PROGRESS TOWARDS THE ACHIEVEMENT OF GENERAL AND SPECIFIC OBJECTIVES OF PMO................................ 5 B) KEY PERFORMANCE INDICATORS (KPIS) ....................................................................................................................... 10 C) KEY CONCLUSIONS ON FINANCIAL MANAGEMENT AND INTERNAL CONTROL (EXECUTIVE SUMMARY OF SECTION 2.1) ................... 11 D) PROVISION OF INFORMATION TO THE COMMISSIONER(S) ................................................................................................ 11 1. KEY RESULTS AND PROGRESS TOWARDS THE ACHIEVEMENT OF GENERAL AND SPECIFIC OBJECTIVES OF THE PMO 12 1.1 ENSURING AT ALL TIMES THE CORRECT AND TIMELY HANDLING OF ALL TYPES OF TRANSACTIONS ....................................... 12 1.2 OFFERING BETTER QUALITY OF CUSTOMER SERVICE ................................................................................................. 12 1.3 DEEPENING INTER-INSTITUTIONAL SYNERGIES ........................................................................................................ 14 2. ORGANISATIONAL MANAGEMENT AND INTERNAL CONTROL 15 2.1 FINANCIAL MANAGEMENT AND INTERNAL CONTROL...