Methodology, ICT Sample Clauses

Methodology, ICT. The contractor shall be responsible for the completion of remote processing activity using the Councils adopted ICT systems. Understanding which combination of ICT systems are in place for the Council shall be the responsibility of the contractor. Systems in use by any participating Council and which the contractor will process workload allocated through each processor’s remote desktop include but are not limited to: • “core” processing systems including Capita, Civica, and Northgate; • The Council’s EDMS systems; • Data security and access systems; • Quality control and work monitoring systems; • Remote communications and virtual meeting systems; • Office desktop systems. • Any and all other ICT solutions which are required in order to enable the effective delivery and availability of the above processing systems for remote and office based processing staff. The Council also reserves the right to monitor any differences in the following targets which arise or which are identified between the service which is received at the Council’s main offices at Mulberry Place; the service received by homeworkers; and the service received by remote processing staff. Systems, as above (unless otherwise agreed between the Council and the supplier in writing) shall be available between 8.00 am and 6.00 pm Monday to Friday inclusive. Systems may, by written agreement, be available on Saturday and Sunday. Where appropriate targets for the use of managing ICT access may include: • Actual system availability, percentage available by working day, week and month; • Fix time for systems (above) being unavailable or un-useable; • Target response time for search on any system for name “Xxxxx”; • Target response time on any system to return screen (i.e. no system “hanging”). For the operation of the above targets, the determination of systems availability shall be calculated by the Council and with reference to the Council’s desktop based experience of processing received by user experience. The calculation of available time will be made by the Council’s Benefits team, and shall not be dependent upon factors including but not limited to: • Whether it has been possible to report downtime instances to the Council’s ICT helpdesk or similar.
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Related to Methodology, ICT

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