POLICIES AND PROCEDURES GUIDE. Within 30 calendar days of the Effective Date of the Contract, Supplier will provide VITA will a policy and procedures guide that describes how the Supplier and VITA will work together and how performance, including Deliverables and Services, is to be measured. The guide will provide process diagram details, working activities, and interface points with VITA and Supplier deliverables. Updated versions of the guide will be provided by Supplier to VITA and all Authorized Users every six (6) months during the Term, including any extensions, of the Contract.
POLICIES AND PROCEDURES GUIDE. Within 30 calendar days of the Effective Date of the Contract, Supplier will provide DMAS with a policy and procedures guide that describes how the Supplier and DMAS will work together and how performance, including Deliverables and Services, is to be measured. The guide will provide process diagram details, working activities, and interface points with DMAS and Supplier deliverables. Updated versions of the guide will be provided by Supplier to DMAS every six (6) months during the Term, including any extensions, of the Contract.
POLICIES AND PROCEDURES GUIDE. Provider shall develop within 90 days after the Effective Date and maintain a policies and procedures guide (the “Policies and Procedures Guide”) that describes how Provider shall perform and deliver the Services under this Agreement and each Order, the Equipment and software being used, and the documentation (e.g., operations manuals, user guides, specifications) that provides further details of such activities. The Policies and Procedures Guide shall describe the activities Provider proposes to undertake in order to provide the Services, including the direction, supervision, monitoring, staffing, response times, controls, reporting, communications, planning and oversight activities normally undertaken to provide services of the type Provider is to provide under this Agreement. The Policies and Procedures Guide also shall include descriptions of the acceptance testing and quality assurance procedures approved by Company, Provider’s problem management and escalation procedures, process for the delivery of all applicable Services, prioritization procedures and any specific reporting requirements for the particular Services, and the other standards and procedures of Provider pertinent to Company’s interaction with Provider in obtaining the Services. The Policies and Procedures Guide shall be suitable for use by Company to understand the Services.
POLICIES AND PROCEDURES GUIDE. Within 30 calendar days of the Effective Date of the Contract, Supplier will provide VDOT with a policy and procedures guide that describes how the Supplier and VDOT will work together and how performance, including Deliverables and Services, is to be measured. The guide will provide process diagram details, working activities, and interface points with VDOT and Supplier deliverables. Updated versions of the guide will be provided by Supplier to VDOT every six (6) months during the Term, including any extensions, of the Contract.
POLICIES AND PROCEDURES GUIDE. Within thirty (30) days of the Effective Date of the Contract, Contractor will provide the State with a policy and procedures guide to describe how the Contractor and the State will work together and how performance, including Deliverables and Services, are to be delivered. The guide will provide process diagram details, working activities, interface points with the State and Contractor. Updated versions of the guide will be provided by Contractor to the State and all Authorized Users during the term and any extensions of the Contract.
POLICIES AND PROCEDURES GUIDE. UPSTREAM shall, in conjunction with ORBITZ, develop and maintain a policies and procedures guide ("Policies and Procedures Guide") by the end of the Implementation Period, which shall be updated from time-to-time as mutually agreed by the parties and shall include, without limitation, the following:
(i) How UPSTREAM shall perform the Services under this Agreement, including (a) the equipment and Software being used, (b) the operations manuals, user guides, specifications and other documentation which provides further details of the Services, (c) the activities that UPSTREAM proposes to undertake in order to provide the Services, including, where appropriate, those direction, supervision, monitoring, staffing, reporting, planning and oversight activities normally undertaken at facilities that provide services of the type UPSTREAM shall provide under this Agreement;
(ii) The procedures for UPSTREAM-ORBITZ communication and interaction, including (a) ARC Report processes, (b) Contact handling and transferring policies, (c) back office processes, (d) problem management and escalation procedures, (e) priority and project procedures, and (f) quality assurance procedures; and quality assurance processes and procedures to ensure the Services are performed in accordance with the Service Levels, including, without limitation, (a) a provision that UPSTREAM personnel handling email-based Contacts shall have typing proficiency of no less than 50 words per minute with two (2) or less errors and (b) a provision that prohibits UPSTREAM personnel from taking messages in response to Contacts in an effort to manipulate Average Handle Time; credit card error messages and fraud prevention procedures, as set forth on Exhibit G hereto; and
(iii) Training manuals and training procedures. Without limitation on UPSTREAM's obligations, UPSTREAM shall be responsible for conducting all necessary and advisable training of its staff, including, but not limited to, performing recurrent training to ensure agent proficiency; and the manuals and procedures shall reflect this obligation. In the event of a conflict between the Policies and Procedures Guide and this Agreement, the provisions of this Agreement shall control unless the parties expressly agree to otherwise and such agreement is set forth in writing. UPSTREAM shall periodically update the Policies and Procedures Guide to reflect mutually agreed-upon changes in the operations or procedures described therein, and shall provide the u...
POLICIES AND PROCEDURES GUIDE. Within thirty (30) calendar days of the Effective Date of the Contract, Supplier shall provide VDSS with a policy and procedures guide that describes how the Supplier and VDSS shall work together and how performance, including Deliverables and Services, is to be measured. The guide shall provide process diagram details, working activities, and interface points with VDSS and Supplier deliverables. Updated versions of the guide shall be provided by Supplier to VDSS every six (6) months during the Term, including any extensions, of the Contract.
POLICIES AND PROCEDURES GUIDE. Within 30 calendar days of the Effective Date of the Contract, Supplier will provide VADOC with a policy and procedures guide that describes how the Supplier and VADOC will work together and how performance, including Deliverables and Services, is to be measured. The guide will provide process diagram details, working activities, and interface points with VADOC and Supplier deliverables. Updated versions of the guide will be provided by Supplier to VADOC every six (6) months during the Term, including any extensions, of the Contract.
POLICIES AND PROCEDURES GUIDE. UPSTREAM shall create the Policies and Procedures Guide as set forth in Section 5.15 and shall perform the Services pursuant thereto. Each of the activities to be taken by UPSTREAM or its agents in performance of the Services, as described in the Policies and Procedures Guide shall be included in the definition of "Services." TELECOMMUNICATION TERMS
POLICIES AND PROCEDURES GUIDE. UPSTREAM shall create the Policies and Procedures Guide as set forth in Section 5.15 and shall perform the Services pursuant thereto. Each of the activities to be taken by UPSTREAM or its agents in performance of the Services, as described in the Policies and Procedures Guide shall be included in the definition of "Services." TECHNOLOGY OVERVIEW OF UPSTREAM CUSTOMER CARE CENTER Switch Lucent G3 vr x 32 Intelligent Call Routing Cisco ICM v. y CTI Cisco CTI WorkForce Management Blue Pumpkin (or TBD) Implementation Date: By end of Implementation Period per contract Digital Contact Recording Nice (or TBD) Implementation Date: By end of Implementation Period per contract Desktop Intel Pentium IV (1.2 ghz), 128 mb RAM, 40 gb hdd, 3.5" 1.44 floppy disk drive, 10/100 NIC card, 17" monitor, WIN 2000 pre-loaded TELECOMMUNICATION TERMS ACD: Automatic Call Distribution. A queue for holding Contacts until an agent is free to service them. Typically plays music on hold and marketing messages to the caller.
