Common use of MANAGED SERVICE PROVIDER PERSONNEL & CONTRACT MANAGEMENT Clause in Contracts

MANAGED SERVICE PROVIDER PERSONNEL & CONTRACT MANAGEMENT. 12.1 The Managed Service Provider shall ensure that only suitably experienced and qualified staff shall be used to provide the Services. 12.2 The Managed Service Provider shall demonstrate how they manage business continuity and ensure effective recruitment and retention of staff. 12.3 The Managed Service Provider shall nominate an Account Manager to the Contract who is the primary and single point of contact for the Customer’s Contract Manager. 12.4 The Managed Service Provider will ensure that there is a suitable structure and level of resource in place to deliver the Services which will be fronted by the nominated Account Manager. 12.5 Once operational, significant changes or reductions in the assigned personnel will not be made without prior written consent of the Contract Manager; such consent will not be refused unreasonably. 12.6 The Managed Service Provider will be proactive when managing the Contract including but not limited to: • dealing with and resolving complaints • slippages in performance or service standards • identifying and presenting opportunities to secure additional savings • building and working with Agencies to maintain a wide and diverse Candidate pool. The Managed Service Provider shall also be proactive in raising with the Contract Manager any opportunities and / or issues (potential or actual) that are affecting or may affect the above. 12.7 The Managed Service Provider will participate in regular face to face contract review meetings with the Contract Manager at the Customer’s premises. Attendance at such reviews shall be by suitably senior personnel. Initially during and immediately after Implementation this shall be at least monthly (or more frequently if required) and thereafter quarterly or six (6) monthly, to be agreed with the Contract Manager. 12.8 Attendance at regular review meetings is essential and will be at no cost to the Customer. 12.9 The Customers reserve the right to request additional meetings where necessary to address any matters arising in between the review meetings. Such requests shall not be made unreasonably and again will be at no cost to the Customer. 12.10 The Managed Service Provider will manage the supply chain in a systematic manner which can enable them to organise and regularly provide feedback to the Agency in respect of: • the Agency’s performance – feedback in terms of the standard of service they are supplying. • the Temporary Agency Worker – why their Applicant was accepted / rejected, general feedback in terms of the Temporary Agency Worker’s ability, suitability for the post and conduct. 12.11 The Managed Service Provider shall provide evidence that they are actively seeking feedback from Agencies on their performance and that of the Customer to maintain and improve Service standards. Such feedback shall be shared with the Contract Manager at regular review meetings.

MANAGED SERVICE PROVIDER PERSONNEL & CONTRACT MANAGEMENT. 12.1 12.6.1 The Managed Service Provider shall ensure that only suitably experienced and qualified staff shall be used to provide the Services. 12.2 12.6.2 The Managed Service Provider shall demonstrate how they manage business continuity and ensure effective recruitment and retention of staff. 12.3 12.6.3 The Managed Service Provider shall nominate an Account Manager to the Contract who is the primary and single point of contact for the Customer’s Contract Manager. 12.4 12.6.4 The Managed Service Provider will ensure that there is a suitable structure and level of resource in place to deliver the Services which will be fronted by the nominated Account Manager. 12.5 12.6.5 Once operational, significant changes or reductions in the assigned personnel will not be made without prior written consent of the Contract Manager; such consent will not be refused unreasonably. 12.6 12.6.6 The Managed Service Provider will be proactive when managing the Contract including but not limited to: • dealing with and resolving complaints • slippages in performance or service standards • identifying and presenting opportunities to secure additional savings • building and working with Agencies to maintain a wide and diverse Candidate pool. The Managed Service Provider shall also be proactive in raising with the Contract Manager any opportunities and / or issues (potential or actual) that are affecting or may affect the above. 12.7 12.6.7 The Managed Service Provider will participate in regular face to face contract review meetings with the Contract Manager at the Customer’s premises. Attendance at such reviews shall be by suitably senior personnel. Initially during and immediately after Implementation this shall be at least monthly (or more frequently if required) and thereafter quarterly or six (6) monthly, to be agreed with the Contract Manager. 12.8 12.6.8 Attendance at regular review meetings is essential and will be at no cost to the Customer. 12.9 12.6.9 The Customers reserve the right to request additional meetings where necessary to address any matters arising in between the review meetings. Such requests shall not be made unreasonably and again will be at no cost to the Customer. 12.10 12.6.10 The Managed Service Provider will manage the supply chain in a systematic manner which can enable them to organise and regularly provide feedback to the Agency in respect of: • the Agency’s performance – feedback in terms of the standard of service they are supplying. • the Temporary Agency Worker – why their Applicant was accepted / rejected, general feedback in terms of the Temporary Agency Worker’s ability, suitability for the post and conduct. 12.11 12.6.11 The Managed Service Provider shall provide evidence that they are actively seeking feedback from Agencies on their performance and that of the Customer to maintain and improve Service standards. Such feedback shall be shared with the Contract Manager at regular review meetings.

MANAGED SERVICE PROVIDER PERSONNEL & CONTRACT MANAGEMENT. 12.1 6.1 The Managed Service Provider shall ensure that only suitably experienced and qualified staff shall be used to provide the Services. 12.2 6.2 The Managed Service Provider shall demonstrate how they manage business continuity and ensure effective recruitment and retention of staff. 12.3 6.3 The Managed Service Provider shall nominate an Account Manager to the Contract who is the primary and single point of contact for the Customer’s Contract Manager. 12.4 6.4 The Managed Service Provider will ensure that there is a suitable structure and level of resource in place to deliver the Services which will be fronted by the nominated Account Manager. 12.5 6.5 Once operational, significant changes or reductions in the assigned personnel will not be made without prior written consent of the Contract Manager; such consent will not be refused unreasonably. 12.6 6.6 The Managed Service Provider will be proactive when managing the Contract including but not limited to: • dealing with and resolving complaints • slippages in performance or service standards • identifying and presenting opportunities to secure additional savings • building and working with Agencies to maintain a wide and diverse Candidate pool. The Managed Service Provider shall also be proactive in raising with the Contract Manager any opportunities and / or issues (potential or actual) that are affecting or may affect the above. 12.7 6.7 The Managed Service Provider will participate in regular face to face contract review meetings with the Contract Manager at the Customer’s premises. Attendance at such reviews shall be by suitably senior personnel. Initially during and immediately after Implementation this shall be at least monthly (or more frequently if required) and thereafter quarterly or six (6) monthly, to be agreed with the Contract Manager. 12.8 6.8 Attendance at regular review meetings is essential and will be at no cost to the Customer. 12.9 6.9 The Customers reserve the right to request additional meetings where necessary to address any matters arising in between the review meetings. Such requests shall not be made unreasonably and again will be at no cost to the Customer. 12.10 6.10 The Managed Service Provider will manage the supply chain in a systematic manner which can enable them to organise and regularly provide feedback to the Agency in respect of: • the Agency’s performance – feedback in terms of the standard of service they are supplying. • the Temporary Agency Worker – why their Applicant was accepted / rejected, general feedback in terms of the Temporary Agency Worker’s ability, suitability for the post and conduct. 12.11 6.11 The Managed Service Provider shall provide evidence that they are actively seeking feedback from Agencies on their performance and that of the Customer to maintain and improve Service standards. Such feedback shall be shared with the Contract Manager at regular review meetings.