Common use of Management Information Requirements Clause in Contracts

Management Information Requirements. 2.11.1 Management Information (MI) must be readily available to the Department or any OGD accessing services through this Framework. At a point where another Department accesses services through this Framework, their MI requirements will be identified. 2.11.2 Response times and Key Performance Indicators will be agreed as part of Contract award. Typical response times are required to be detailed in your response. 2.11.3 Reports must be easily generated based on configurable input criteria. These criteria must be to the lowest level of data granularity and include: 2.11.4 For billing and payment reconciliation purposes, IDPs must demonstrate how they can provide accurate reports on:  Number of customers accessing their IDP services.  Number of customers who successfully authenticate and register. 2.11.5 Full MI requirements will be determined during the implementation phase post contract award. IDPs are however asked to provide details of and demonstrate any wider non-customer specific MI reporting capabilities for each channel, confirming whether they are in real-time. Examples include:  Number of customers failing registration by failure reason type.  Number of customers contacting the IDP requiring assistance and be able to report on averages.  Average number of customers requiring assistance over specified periods based on the reason why the customer required assistance.  Average number of customers accessing IDPs over specified periods of time.  Dates / times that customers access the IDP.  Drop out points and be able to report on the points of drop out.  Drop out totals and average number of drop outs at any specific part of the service.  Number of complaints - rejected and upheld. Telephony-specific examples of MI include:  Number of failed authentication calls returned from IDP.  Number of calls abandoned in the IDP process by reason type.  The time call remained with the IDP  Average number of Calls Answered  Average Talk Time (or time in automated service)  Average Call Handling Time  Average Hold Time 2.11.6 For evaluation purposes, Key Criteria 8 refers (see Annex B).