Customer Portal and Reporting. All documents must be stored onto a Contractor -provided customer portaland must remain accessible to all involved parties during the lifetime of the framework contract. The contractor provides a monthly service report to the IT Officers of the JUs under each specific contract . The report for a given month has to be delivered before the 10th day of the next month. The monthly report shall include: - A summary of the activities under the specific contract(s) . - The calculated value of the indicators of the SDP, SLA and QP - List of the request s and specific contracts from the start of the framework contract. - The risks identified and the problems encountered as well as mitigation actions that took place or proposed by the contractor under each specific contract .
Customer Portal and Reporting. The Customer Portal is a Service Management System. The Contractor shall develop, implement, and manage the Customer Portal as the centralized point of access to all SMS, documentation, SMM, and information pertaining to the delivery of the Integrated Services, for Customers, Service Providers, and the Government. This will include access to Service Reporting and a customizable dashboard of services appropriate to the Customer. Contractor shall enable differentiated access for the various entities utilizing the Customer Portal (e.g. DHA, Customers, Mission Partners, and Integrated Service Providers), including role-based assignment of views and functions. The Customer Portal will provide authorized users with access to the SMS, to execute common user functions, such as: create an Incident or Service Request, check on the status of their Incident or Service Request, add a note to any open Incident or Service Request in their name, view and submit feedback on Self-Help articles, or view a list of critical incidents currently impacting their organization. Contractor shall provide training for the Customer Portal and dashboard to Customers, Integrated Service Providers, Government, and other designated authorized users. Contractor shall update information in the Customer Portal in a timely manner. The frequency of updates for elements and subcomponents of the Customer Portal will be documented in the SMM.
Customer Portal and Reporting. The Contractor shall implement and manage a portal as a single point for customers to access the integrated services and SMS. This will include access to Service Reporting and a customizable dashboard of services appropriate to the Customer. It shall provide differentiated access for the various entities utilizing the Customer Portal (e.g. DHA, customers, mission partners, and Service Providers).
