Common use of Performance Criteria Target Measured by Clause in Contracts

Performance Criteria Target Measured by. Contract Management 1 Respond to CCS for any Framework management matters ≥ 95% Responding to correspondence (email or phone) from CCS within 2 Working Days Resolving issues raised within 5 Working Days 2 Provide a report to detail the number of Call-Off Contract variations within each Quarter 100% Provision of the report 2 weeks after the end of each Quarter Management Information 3 Complete, accurate MI template to be returned to CCS by the Reporting Date 100% Complete and accurate MI template submitted to CCS by the Reporting Date 4 Management Charges to be paid within 30 calendar days from date of invoice issue 100% Confirmation of payment received by CCS within 30 calendar days 5 Provide accurate and full breakdown of pricing for Services within 14 Working Days of a request from CCS 100% Confirmation of receipt of full and accurate information by CCS 6 Provide accurate and full information when requested by CCS for pricing calculations relating to a fixed or capped price bid under a Call-Off Contract 100% Confirmation of receipt of full and accurate information by CCS Customer Service 7 Customer satisfaction Custo mer satisfac tion of 90% or above. % of responders who are satisfied or better at the end of Sprint/Release customer satisfaction report. At the end of each Sprint as part of the retrospective, the Buyer will use the SoW Balanced Scorecard to score their satisfaction against Supplier’s performance during that Sprint/Release. 8 Responsiveness to Further Competitions ≥ 95% per Quarter Responding to Further Competitions issued via the Framework (at shortlisting stage). A response is defined as a communication to the Buyer confirming that a bid or no bid will be provided. Balanced Scorecard

Performance Criteria Target Measured by. Contract Management 1 Respond to CCS for any Framework management matters ≥ 95% Responding to correspondence (email or phone) from CCS within 2 Working Days Resolving issues raised within 5 Working Days 2 Provide a report to detail the number of Call-Off Call­Off Contract variations within each Quarter 100% Provision of the report 2 weeks after the end of each Quarter Management Information 3 Complete, accurate MI template to be returned to CCS by the Reporting Date 100% Complete and accurate MI template submitted to CCS by the Reporting Date 4 Management Charges to be paid within 30 calendar days from date of invoice issue 100% Confirmation of payment received by CCS within 30 calendar days 5 Provide accurate and full breakdown of pricing for Services within 14 Working Days of a request from CCS 100% Confirmation of receipt of full and accurate information by CCS 6 Provide accurate and full information when requested by CCS for pricing calculations relating to a fixed or capped price bid under a Call-Off Call­Off Contract 100% Confirmation of receipt of full and accurate information by CCS Customer Service 7 Customer satisfaction Custo mer satisfac tion of 90% or above. % of responders who are satisfied or better at the end of Sprint/Release customer satisfaction report. At the end of each Sprint as part of the retrospective, the Buyer will use the SoW Balanced Scorecard to score their satisfaction against Supplier’s performance during that Sprint/Release. 8 Responsiveness to Further Competitions ≥ 95% per Quarter Responding to Further Competitions issued via the Framework (at shortlisting stage). A response is defined as a communication to the Buyer confirming that a bid or no bid will be provided. Balanced Scorecard