Common use of Performance Monitoring Clause in Contracts

Performance Monitoring. Any Firm providing legal services on behalf of Citizens shall fully comply with the requirements and expectations stated in these Guidelines. The Firm shall be responsible for ensuring all individuals in the Firm performing services on Citizens’ behalf are familiar with and adhere to these Guidelines. In order to maintain the standards expressed in these Guidelines, Citizens will conduct routine monitoring and evaluation of Firm performance. Such performance will be analyzed and scored using the following key performance indicators: (1) compliance with Citizens’ billing guidelines; (2) compliance with Citizens’ reporting and file handling expectations as outlined in these Guidelines or as established by Citizens; (3) adherence to Citizens’ legal strategies and directives; and (4) timely communication and responsiveness to Citizens. Failure to comply with any portion of these Guidelines may result in corrective action as deemed appropriate by Citizens including, but not limited to, suspension from new assignments, reimbursement of bills paid by Citizens and/or termination of the Firm’s Claims & Litigation Legal Services Contract with Citizens.