Common use of Contractor’s Account Manager Clause in Contracts

Contractor’s Account Manager. Added Value Where using the services of a specialist sub-contractor, or other intermediary the Contractor will, where requested by the Framework Public Body, obtain more than one quote for the service or activity and present these as options for the Framework Public Body to consider. Demonstrate value for money savings. 1. Complaints Resolution Satisfactory resolution of FPB complaint Print jobs where delivery is due within 2 working days Print jobs where delivery is required out with 2 working days 100% of complaints to be resolved immediately. 100% of complaints to be logged and acknowledged within 2 working days of receipt of the complaint. 98% of complaints to be resolved or have an agreed action plan in place within 5 working days of receipt of complaint. 100% of complaints which are not resolved by the Contractor’s usual complaints handling procedure to be notified to the Authority within 10 working days of becoming aware of that complaint. 2. Return of Management Information Accuracy/Timelines 100% of management Information returns to be submitted correctly and on time (5 days after each calendar month). 3. Invoicing Accuracy/Timeliness 99% accuracy rate every month by required date. Where any errors are identified they are to be resolved within 5 working days. 4. Delivery of products and services to FPB’s Timeliness 99% of FPB’s orders delivered to agreed timescales.

Contractor’s Account Manager. Added Value Where using the services of a specialist sub-contractor, or other intermediary the Contractor will, where requested by the Framework Public Body, obtain more than one quote for the service or activity and present these as options for the Framework Public Body to consider. Demonstrate value for money savings. 1. Complaints Resolution Satisfactory resolution of FPB complaint Print jobs Jobs where delivery is due within 2 working days Print jobs Jobs where delivery is required out with 2 working days 100% of complaints to be resolved immediately. 100% of complaints to be logged and acknowledged within 2 working days of receipt of the complaint. 98% of complaints to be resolved or have an agreed action plan in place within 5 working days of receipt of complaint. 100% of complaints which are not resolved by the Contractor’s usual complaints handling procedure to be notified to the Authority within 10 working days of becoming aware of that complaint. 2. Return of Management Information Accuracy/Timelines 100% of management Information returns to be submitted correctly and on time (5 days after each calendar month). 3. Invoicing Accuracy/Timeliness 99% accuracy rate every month by required date. Where any errors are identified they are to be resolved within 5 working days. 4. Delivery of products and services to FPB’s Timeliness 99% of FPB’s orders delivered to agreed timescales.