Common use of Performance Management Clause in Contracts

Performance Management. 58.1. The performance of the Framework Agreement will be measured according to the Service Levels and Key Performance Indicators (KPIs) detailed in Annex A of this document. KPIs and Service Levels will be utilised to monitor the performance of the framework on a quarterly basis. The Contractor will be required to report against these in line with the Management Information requirements. . 58.2. The Authority reserves the right to request further audit and validation of Management Information submissions during the Framework period. • Delivery - 98% of devices to be delivered within 15 Working Days of the date of the order; • Service Engineer Attendance - 98% of maintenance call responded to within 4 hrs; • Time to Fix - 97% of devices fixed within 6 hours of fault being reported; • First Time Fix Rate - 95% First Time Fix; • On-site engineer/technical consultant response under 2 hours – 97% compliance; • 99% of first line telephone support provided within 30 mins of fault reporting; • 75% First Time remote fix achieved by calls to call centres – thus avoiding dispatch of an engineer; • Number of Fault Calls Per Device – maximum number of 4 reoccurring or related fault calls per device per quarterly review period. Please note that devices with fault calls in excess of this target for two successive quarterly review periods will qualify for an automatic device swap out of the said device with an equivalent model with equivalent functionality, regardless of the age of the faulty device.

Performance Management. 58.1. The performance of the Framework Agreement will be measured according to the Service Levels and Key Performance Indicators (KPIs) detailed in Annex A of this document. KPIs and Service Levels will be utilised to monitor the performance of the framework on a quarterly basis. The Contractor will be required to report against these in line with the Management Information requirements. . 58.2. The Authority reserves the right to request further audit and validation of Management Information submissions during the Framework period. • Delivery - 98% of devices to be delivered within 15 Working Days of the date of the order; • Service Engineer Attendance - 98% of maintenance call responded to within 4 hrs; • Time to Fix - 97% of devices fixed within 6 hours of fault being reported; • First Time Fix Rate - 95% First Time Fix; • On-site engineer/technical consultant response under 2 hours – 97% compliance; • 99% of first line telephone support provided within 30 mins of fault reporting; • 75% First Time remote fix achieved by calls to call centres – thus avoiding dispatch of an engineer; • Number of Fault Calls Per Device – maximum number of 4 reoccurring or related fault calls per device per quarterly review period. Please note that devices with fault calls in excess of this target for two successive quarterly review periods will qualify for an automatic device swap out of the said device with an equivalent model with equivalent functionality, regardless of the age of the faulty device.