Common use of Operational Framework Clause in Contracts

Operational Framework. Service NSW operational framework outlines how operations are managed on a day-to-day basis. Knowledge Management Service NSW creates and maintains support material (knowledge articles) for serving customers. These will be sent to the Council for endorsement of content accuracy bi-annually Complaints Management Service NSW will record complaints and its supporting information unless resolved at the outset. Service NSW will contact the Council where assistance is required Issues Management Issues relating to existing products and services should be raised via xxxxxxxxxxxx@xxxxxxx.xxx.xxx.xx or directly with the Relationship Manager The Relationship Manager will assess the issue and facilitate a resolution within Service NSW, providing regular updates Quality control framework/ compliance Service NSW has a quality control framework that governs transactional activities in line with risk assessment at the time of onboarding The framework includes: ₋ Regular review of contact centre calls, including being assessed against procedure and process used by the agent during the call ₋ Daily quality checks of transactions undertaken by the service centre ₋ Quarterly compliance reviews and certifications provided by all service delivery channels 2.1. IT Operations & Support Service NSW runs a 24/7, 365 days a year service desk. Unplanned interruptions or degradations in quality of service should be raised to the Service NSW Service Desk on 1300 697 679 (option 2) or xxxxxxxxxxx@xxxxxxx.xxx.xxx.xx Incident response times in our production environment are prioritised based upon urgency and impact, with associated response and resolution times. P1 - Critical Response: Immediate response, action/update within 15 minutes Resolution: 2 hours P2 - High Response: Immediate response, action/update within 30 minutes Resolution: 4 hours P3 - Medium Response: 8 hours Target Resolution: 10 working days P4 - Low Response: Email notification of call being logged within 2 days. Response by email or phone within 2 working days Target Resolution: 20 working days Where vendors or other government platforms are involved, Service NSW utilises a best practice vendor governance framework for service level Agreements and for priority 1 and 2 incidents.

Operational Framework. Service NSW operational framework outlines how operations are managed on a day-to-day basis. Knowledge Management Service NSW creates and maintains support material (knowledge articles) for serving customers. These will be sent to the Council Agency for endorsement of content accuracy bi-annually Complaints Management Service NSW will record complaints and its supporting information unless resolved at the outset. Service NSW will contact the Council Agency where assistance is required Issues Management Issues relating to existing products and services should be raised via xxxxxxxxxxxx@xxxxxxx.xxx.xxx.xx or directly with the Relationship Manager The Relationship Manager will assess the issue and facilitate a resolution within Service NSW, providing regular updates Quality control framework/ compliance Service NSW has a quality control framework that governs transactional activities in line with risk assessment at the time of onboarding The framework includes: ₋ Regular review of contact centre calls, including being assessed against procedure and process used by the agent during the call ₋ Daily quality checks of transactions undertaken by the service centre ₋ Quarterly compliance reviews and certifications provided by all service delivery channels 2.1. IT Operations & Support Service NSW runs a 24/7, 365 days a year service desk. Unplanned interruptions or degradations in quality of service should be raised to the Service NSW Service Desk on 1300 697 679 (option 2) or xxxxxxxxxxx@xxxxxxx.xxx.xxx.xx Incident response times in our production environment are prioritised based upon urgency and impact, with associated response and resolution times. P1 - Critical Response: Immediate response, action/update within 15 minutes Resolution: 2 hours P2 - High Response: Immediate response, action/update within 30 minutes Resolution: 4 hours P3 - Medium Response: 8 hours Target Resolution: 10 working days P4 - Low Response: Email notification of call being logged within 2 days. Response by email or phone within 2 working days Target Resolution: 20 working days Where vendors or other government platforms are involved, Service NSW utilises a best practice vendor governance framework for service level Agreements and for priority 1 and 2 incidents.

Operational Framework. Service NSW operational framework outlines how operations are managed on a day-to-day basis. Knowledge Management Service NSW creates and maintains support material (knowledge articles) for serving customers. These will be sent to the Council for endorsement of content accuracy bi-annually Complaints Management Service NSW will record complaints and its supporting information unless resolved at the outset. Service NSW will contact the Council where assistance is required Issues Management Issues relating to existing products and services should be raised via xxxxxxxxxxxx@xxxxxxx.xxx.xxx.xx or directly with the Relationship Manager The Relationship Manager will assess the issue and facilitate a resolution within Service NSW, providing regular updates Quality control framework/ compliance Service NSW has a quality control framework that governs transactional activities in line with risk assessment at the time of onboarding The framework includes: ₋ Regular review of contact centre calls, including being assessed against procedure and process used by the agent during the call ₋ Daily quality checks of transactions undertaken by the service centre ₋ Quarterly compliance reviews and certifications provided by all service delivery channels channels 2.1. IT Operations & Support Service NSW runs a 24/7, 365 days a year service desk. Unplanned interruptions or degradations in quality of service should be raised to the Service NSW Service Desk on 1300 697 679 (option 2) or xxxxxxxxxxx@xxxxxxx.xxx.xxx.xx Incident response times in our production environment are prioritised based upon urgency and impact, with associated response and resolution times. P1 - Critical Response: Immediate response, action/update within 15 minutes Resolution: 2 hours P2 - High Response: Immediate response, action/update within 30 minutes Resolution: 4 hours P3 - Medium Response: 8 hours Target Resolution: 10 working days P4 - Low Response: Email notification of call being logged within 2 days. Response by email or phone within 2 working days Target Resolution: 20 working days Where vendors or other government platforms are involved, Service NSW utilises a best practice vendor governance framework for service level Agreements and for priority 1 and 2 incidents.

Operational Framework. Service NSW operational framework outlines how operations are managed on a day-to-day basis. Knowledge Management Service NSW creates and maintains support material (knowledge articles) for serving customers. These will be sent to the Council Agency for endorsement of content accuracy bi-annually Complaints Management Service NSW will record complaints and its supporting information unless resolved at the outset. Service NSW will contact the Council Agency where assistance is required Issues Management Issues relating to existing products and services should be raised via xxxxxxxxxxxx@xxxxxxx.xxx.xxx.xx or directly with the Relationship Manager The Relationship Manager will assess the issue and facilitate a resolution within Service NSW, providing regular updates Quality control framework/ compliance Service NSW has a quality control framework that governs transactional activities in line with risk assessment at the time of onboarding The framework includes: ₋ Regular review of contact centre calls, including being assessed against procedure and process used by the agent during the call ₋ Daily quality checks of transactions undertaken by the service centre ₋ Quarterly compliance reviews and certifications provided by all service delivery channels channels 2.1. IT Operations & Support Service NSW runs a 24/7, 365 days a year service desk. Unplanned interruptions or degradations in quality of service should be raised to the Service NSW Service Desk on 1300 697 679 (option 2) or xxxxxxxxxxx@xxxxxxx.xxx.xxx.xx Incident response times in our production environment are prioritised based upon urgency and impact, with associated response and resolution times. P1 - Critical Response: Immediate response, action/update within 15 minutes Resolution: 2 hours P2 - High Response: Immediate response, action/update within 30 minutes Resolution: 4 hours P3 - Medium Response: 8 hours Target Resolution: 10 working days P4 - Low Response: Email notification of call being logged within 2 days. Response by email or phone within 2 working days Target Resolution: 20 working days Where vendors or other government platforms are involved, Service NSW utilises a best practice vendor governance framework for service level Agreements and for priority 1 and 2 incidents.