Key Resource. 2.1. The Contractor, Authority and Framework Public Bodies will agree a number of Key Roles and Key Personnel and the Contractor must ensure the continuity of Key Personnel throughout the Period of the Framework Agreement.
2.2. The Contractor shall identify and allocate named resource for the position of Account Manager. The role of the Account Manager will be to manage the overall Framework Agreement with the Authority and to ensure any contractual non-conformance is addressed.
2.3. The Account Manager will also be responsible for attending quarterly operational Governance Meetings with the Authority feedback on consolidated Management Information and discuss opportunities for continuous improvement.
2.4. The Contractor will be required to appoint an Account Manager(s) to manage the individual Call Offs and to provide a Single Point of Contact (SPoC) for the Framework Public Bodies using the Framework Agreement.
2.5. On a mutually agreed basis the Account Manager(s) will be required to meet with the Framework Public Bodies to ensure all their requirements are being met and to demonstrate the Contractor’s ability to maintain, and improve delivery against Service Levels and Key Performance Indicators (KPIs) throughout the Contract. The activities of the Account Manager are fully inclusive within the costs provided in the Pricing Schedule.
2.6. The Authority or Framework Public Bodies has the right, at its sole discretion, and upon providing a written justification, to veto the appointment of any Account Manager under this Framework Agreement.
2.7. The Contractor shall produce and maintain an organisation chart for the Account Management structure for this Framework Agreement which details the escalation route for each of the areas. Clear escalation routes should be identified for each of the Services and KPIs provided within this Framework Agreement in line with the governance process.
2.8. At no additional cost, the Contractor will be required to provide cover for the Account Managers in the event of unplanned absences, annual leave, increased workload, etc. Any such cover shall be notified in advance to the Authority and Framework Public Bodies as applicable.
2.9. Any changes to the organisational structure must be notified to both the Authority and the Framework Public Bodies and agreed between the Parties at least four weeks in advance of any change to allow for an effective handover of duties to the incoming personnel.
Key Resource. 2.1 The Service Provider and the Authority will identify and agree a number of Key Roles and Personnel and the Service Provider shall ensure the continuity of Key Personnel throughout the Period of the Framework Agreement.
2.2 The Service Provider is expected to identify and allocate a named Framework Account Manager resource for the Framework Agreement.
2.3 The role of the Framework Account Manager will be to manage the overall Framework Agreement with the Authority and to ensure any contractual non-conformance is addressed. The Framework Account Manager will be responsible for attending quarterly operational Governance and Review Meetings with the Authority to report on consolidated Management Information and discuss opportunities for continuous improvement. The Framework Account Manager will be responsible for allocating a Single Point of Contact (SPoC) for Framework Public Bodies to support the management and delivery of any individual call-off contract established via the Framework Agreement.
2.4 On a mutually agreed basis, the Framework Account Manager (or other appointed named deputy from the Service Provider’s organisation) will be required to meet with Framework Public Bodies to ensure their requirements are being met and to demonstrate the Service Provider’s ability to maintain, and improve delivery against agreed KPIs.
2.5 The Service Provider will be required to provide and maintain an organisation chart which illustrates the Framework Management structure, roles and responsibilities of key personnel and lines of communication, reporting and escalation.
Key Resource. 2.1 The Service Provider and the Authority will identify and agree a number of Key Roles and Personnel. The Service Provider shall ensure the continuity of Key Personnel throughout the Period of the Framework Agreement.
2.2 The Service Provider is expected to identify and allocate a named Framework Account Manager resource for the Framework Agreement.
2.3 The role of the Framework Account Manager will be to manage the overall Framework Agreement with the Authority and to ensure any contractual non-conformance is addressed. The Framework Account Manager will be responsible for attending quarterly operational governance and business review meetings with the Authority to report on the consolidated Management Information as requested by the Authority and discuss opportunities for continuous improvement. The Framework Account Manager will be responsible for allocating a named Account Manager to act as a Single Point of Contact (SPoC) for Framework public bodies to support the management and delivery of any individual call-off contract established via the Framework Agreement.
2.4 On a mutually agreed basis, the Framework Account Manager (or other appointed named deputy from the Service Provider’s organisation) will be required to meet with Framework public bodies to ensure their requirements are being met and to demonstrate the Service Provider’s ability to maintain, and improve delivery against agreed KPIs throughout the Framework Agreement duration and any call off contract duration.
2.5 The Service Provider will be required to provide and maintain an organisation chart which illustrates the Framework Management structure, roles and responsibilities of key personnel and lines of communication, reporting and clear escalation routes.
