Common use of AUTHORISED USER SATISFACTION SURVEYS Clause in Contracts

AUTHORISED USER SATISFACTION SURVEYS. 9.1 The Operator shall undertake, throughout the Term, an agreed programme of regular and ad-hoc Authorised User satisfaction surveys. 9.2 The Operator shall, prior to undertaking each survey, consult with the Authority in relation to the questions to be asked in any such Authorised User satisfaction surveys and the sample size of Authorised Users to be surveyed, and incorporate any reasonable suggestions by the Authority in to the format or questions that it uses. 9.3 The Operator shall provide the results of all Authorised User satisfaction surveys to the Authority within a reasonable time after the conclusion of survey activity. 9.4 The Authority reserves the right to:- 9.4.1 require the Operator to appoint an independent third party to conduct regular or ad-hoc Authorised User satisfaction surveys in place of the Operator. In such event the Operator shall meet the costs of the Authorised User satisfaction surveys conducted by the third party; 9.4.2 impose a Service Level on the Operator with reference to the results of Authorised User surveys. Service Levels are calculated as a percentage of both availability and responsiveness across the Transactions processed. Section Service Availability Response time (beginning from the time that the Non Domestic Energy Certificate Register receives a request for the service and ending when the Domestic Energy Certificate Register responds to the request) 1.1 Request Unique Property Reference Number Very High < 30 seconds on-line / 24 hours for new UPRN 1.2 Submit and Lodge Energy Documents Very High < 1 minute during operational window or before start business if invoked outside the operational window 1.3 Change in status of Energy Documents and Model Data Very High < 1 minute 1.4 Retrieve and view Energy Documents & Model Data Very High < 30 secs 1.5 Lookup of Energy Assessor Very High < 15 secs 1.6 Update Energy Assessor Index High <1 minute per record If a High Availability Critical Service is in failure as indicated in the first column in Table 2 below, the corresponding Service Credits which are set out in the second column of Table 2 will be charged: Hours in failure in any one Operational Week: Service Credits >½ Hour 1 >1 Hour 2 >1 ½ Hours 3 >2 Hours 4 > 2 ½ Hours 5 >3 Hours 6 The level of responsiveness as set out in Table 1 above is required for 95% of Transactions for each type of Critical Service in any Operational Week. If this is not achieved, then the following Service Credits will be imposed: %age of Transactions for each type of Critical Service failing to meet responsiveness requirement Service Credit >5% 1 >10% 2 >15% 3 >20% 4 >25% 5 >30% 6

AUTHORISED USER SATISFACTION SURVEYS. 9.1 The Operator shall undertake, throughout the Term, an agreed programme of regular and ad-hoc Authorised User satisfaction surveys. 9.2 The Operator shall, prior to undertaking each survey, consult with the Authority in relation to the questions to be asked in any such Authorised User satisfaction surveys and the sample size of Authorised Users to be surveyed, and incorporate any reasonable suggestions by the Authority in to the format or questions that it uses. 9.3 The Operator shall provide the results of all Authorised User satisfaction surveys to the Authority within a reasonable time after the conclusion of survey activity. 9.4 The Authority reserves the right to:- 9.4.1 require the Operator to appoint an independent third party to conduct regular or ad-hoc Authorised User satisfaction surveys in place of the Operator. In such event the Operator shall meet the costs of the Authorised User satisfaction surveys conducted by the third party; 9.4.2 impose a Service Level on the Operator with reference to the results of Authorised User surveys. Service Levels are calculated as a percentage of both availability and responsiveness across the Transactions processed. Section Service Availability Response time (beginning from the time that the Non Domestic Energy Certificate Register receives a request for the service and ending when the Domestic Energy Certificate Register responds to the request)Responsive 1.1 Request Unique Property Reference Number Very Home Condition Report Registration High < 30 seconds 2 minutes on-line / 24 12 hours for new UPRNoff-line 1.2 Submit and Lodge Energy Documents Very High Change Home Condition Report Status Medium < 1 minute during operational window or before start business if invoked outside the operational window12 hours 1.3 Change in status of Energy Documents and Model Data Very Retrieve Home Condition Report High < 1 minute 1.4 Retrieve and view Energy Documents & Model Data Very Search Home Inspector Register Index High < 30 secs1 minute 1.5 Lookup of Energy Assessor Very High Update Consolidated Home Inspector Register Medium < 15 secs8 hours 1.6 Update Energy Assessor Index Lookup Property Unique Property Reference Number High <1 minute per record If step 1.7 Validate Property Unique Property Reference Number High <1 minute 1.8 Add new address details to the HCR Register, once information has been received Medium 24 hours Service credits will be charged if a High Availability Critical Service is in failure as indicated in the first column in Table 2 below, the corresponding Service Credits which are set out in the second column of Table 2 will be chargedfollows: Hours in failure in any one Operational Week: Implied availability during Operational Hours for that Operational Week Service Credits >½ Hour <99.4% 1 >1 Hour <98.8% 2 >1 ½ Hours <98.2% 3 >2 Hours <97.6% 4 > 2 ½ Hours <97% 5 >3 Hours <96.4% 6 The level of responsiveness as set out in Table 1 above is required for 95% of Transactions for each type of Critical Service in any Operational Week. If this is not achieved, then the following Service Credits will be imposed: %age of Transactions for each type of Critical Service failing to meet responsiveness requirement Service Credit >5% 1 >10% 2 >15% 3 >20% 4 >25% 5 >30% 6

AUTHORISED USER SATISFACTION SURVEYS. 9.1 The Operator shall undertake, throughout the Term, an agreed programme of regular and ad-hoc Authorised User satisfaction surveys. 9.2 The Operator shall, prior to undertaking each survey, consult with the Authority in relation to the questions to be asked in any such Authorised User satisfaction surveys and the sample size of Authorised Users to be surveyed, and incorporate any reasonable suggestions by the Authority in to the format or questions that it uses. 9.3 The Operator shall provide the results of all Authorised User satisfaction surveys to the Authority within a reasonable time after the conclusion of survey activity. 9.4 The Authority reserves the right to:- 9.4.1 require the Operator to appoint an independent third party to conduct regular or ad-hoc Authorised User satisfaction surveys in place of the Operator. In such event the Operator shall meet the costs of the Authorised User satisfaction surveys conducted by the third party; 9.4.2 impose a Service Level on the Operator with reference to the results of Authorised User surveys. Service Levels are calculated as a percentage of both availability and responsiveness across the Transactions processed. Section Service Availability Response time (beginning from the time that the Non Domestic Energy Certificate Register receives a request for the service and ending when the Domestic Energy Certificate Register responds to the request)Responsive 1.1 Request Unique Property Reference Number Very Home Condition Report Registration High < 30 seconds 2 minutes on-line / 24 12 hours for new UPRNoff-line 1.2 Submit and Lodge Energy Documents Very High Change Home Condition Report Status Medium < 1 minute during operational window or before start business if invoked outside the operational window12 hours 1.3 Change in status of Energy Documents and Model Data Very Retrieve Home Condition Report High < 1 minute 1.4 Retrieve and view Energy Documents & Model Data Very Search Home Inspector Register Index High < 30 secs1 minute 1.5 Lookup of Energy Assessor Very High Update Consolidated Home Inspector Register Medium < 15 secs8 hours 1.6 Update Energy Assessor Index Lookup Property Unique Property Reference Number High <1 minute per record If step 1.7 Validate Property Unique Property Reference Number High <1 minute 1.8 Add “Missing” Address or Property Medium 24 hours Service credits will be charged if a High Availability Critical Service is in failure as indicated in the first column in Table 2 below, the corresponding Service Credits which are set out in the second column of Table 2 will be chargedfollows: Hours in failure in any one Operational Week: Implied availability during Operational Hours for that Operational Week Service Credits >½ Hour <99.4% 1 >1 Hour <98.8% 2 >1 ½ Hours <98.2% 3 >2 Hours <97.6% 4 > 2 ½ Hours <97% 5 >3 Hours <96.4% 6 The level of responsiveness as set out in Table 1 above is required for 95% of Transactions [Transactions] for each type of Critical Service in any Operational Week. If this is not achieved, then the following Service Credits will be imposed: %age of Transactions [Transactions] for each type of Critical Service failing to meet responsiveness requirement Service Credit >5% 1 >10% 2 >15% 3 >20% 4 >25% 5 >30% 6

AUTHORISED USER SATISFACTION SURVEYS. 9.1 The Operator shall undertake, throughout the Term, an agreed programme of regular and ad-hoc Authorised User satisfaction surveys. 9.2 The Operator shall, prior to undertaking each survey, consult with the Authority in relation to the questions to be asked in any such Authorised User satisfaction surveys and the sample size of Authorised Users to be surveyed, and incorporate any reasonable suggestions by the Authority in to the format or questions that it uses. 9.3 The Operator shall provide the results of all Authorised User satisfaction surveys to the Authority within a reasonable time after the conclusion of survey activity. 9.4 The Authority reserves the right to:- 9.4.1 require the Operator to appoint an independent third party to conduct regular or ad-hoc Authorised User satisfaction surveys in place of the Operator. In such event the Operator shall meet the costs of the Authorised User satisfaction surveys conducted by the third party; 9.4.2 impose a Service Level on the Operator with reference to the results of Authorised User surveys. Service Levels are calculated as a percentage of both availability and responsiveness across the Transactions processed. Section Service Availability Response time (beginning from the time that the Non Domestic Energy Certificate Register receives a request for the service and ending when the Non Domestic Energy Certificate Register responds to the request) 1.1 Request Unique Property Reference Number Very High < 30 seconds on-line / 24 hours for new UPRN 1.2 Submit and Lodge Energy Documents and Energy Model Input Data Very High < 1 minute during operational window or before start business if invoked outside the operational window 1.3 Change in status of Energy Documents and Model Data Very High < 1 minute 1.4 Retrieve and view Energy Documents & Model Data Very High < 30 secs 1.5 Lookup of Energy Assessor Very High < 15 secs 1.6 Update Energy Assessor Index High <1 minute per record record 1.7 Validate Property Unique Property Reference Number High <1 minute 1.8 Add new address details to the Non Domestic Energy Certificate Register, once information has been received Medium Helpdesk 24 hours service 1.9 Provide Welsh translation of Energy Document templates to ensure that a Welsh translation is available once an Energy Document PDF has been generated High <1 minute 1.10 Access to the Non Domestic Register for enforcement officers High <2 minutes during an operational week 1.11 Non Domestic Register for Northern Ireland High The same as the England and Wales Non Domestic Energy Certificate Register 1.12 Create unique assessor link for individual assessors registered with more than 1 accreditation scheme High <8 hours 1.13 Generate Energy Document PDF once XML data has been lodged and a register user wants to view the Energy Document High <1 minute If a High Availability Critical Service is in failure as indicated in the first column in Table 2 below, the corresponding Service Credits which are set out in the second column of Table 2 will be charged: Hours in failure in any one Operational Week: Service Credits >½ Hour 1 >1 Hour 2 >1 ½ Hours 3 >2 Hours 4 > 2 ½ Hours 5 >3 Hours 6 The level of responsiveness as set out in Table 1 above is required for 95% of Transactions for each type of Critical Service in any Operational Week. If this is not achieved, then the following Service Credits will be imposed: %age of Transactions for each type of Critical Service failing to meet responsiveness requirement Service Credit >5% 1 >10% 2 >15% 3 >20% 4 >25% 5 >30% 6