Service Area Service Level Description KPI Sample Clauses

Service Area Service Level Description KPI. Meetings with Supplier Monthly Business review (MBR) Meetings, including Lead Officer from Customer Borough and borough partner (Ealing) Review of performance to include, but not be limited to utilities usage data and efforts to control utilities use, staff training, and expenditure on stock and performance targets agreed within the service contract Review of change control proposals and actions Annual Contract Meeting will be held involving Portfolio Holders and Lead Officers All MBRs / Annual reviews conducted Papers will be circulated at least 5 working days in advance and draft minutes published within 5 working days. Review of Supplier Metrics and management information Analyse supplier metrics and provide commentary and report to Head of Service of Customer Borough on a monthly basis Analysis provided to Head of Service at least 5 working days prior to the MBR meeting Management of Mobilisation process, staffing and facilities Outstanding and on-going mobilisation issues and actions The Service Provider will manage the completion of these activities; however, the boroughs will provide additional resources for mobilisation (pre and post contract start date) N/A Site Visits Undertake site visits monthly, and review sites, against checklist (TBC) Record of 12 visits per facility Maintenance Assurance Ensure maintenance issues are handled in a timely manner and do not affect opening the service to customers; and minimisation of impact on service quality during times where unavoidable rectification TBC Service Area Service Level Description KPI has to happen during opening hours. to the public. In particular, if either borough retains any maintenance functions, to ensure smooth relationships between maintenance provider and service provider Review of Supplier Metrics and management information Analyse supplier metrics and provide commentary and report to Head of Service of Customer Borough on a monthly basis Analysis provided to Head of Service at least 5 working days prior to the MBR meeting Reporting to Head of Service Monthly report on performance to Senior Management in digest format with summarised headlines for individual borough service. This will need to highlight trends and see if they are localised or replicated across both areas. This will be in a standardised format reporting on visits, issues, IT usage, events, partnership contact, failure to open/provide service and reasons for occurrences IT outages, maintenance issues, customer complaints,...
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Service Area Service Level Description KPI. Rectification In the event of consistent under- performance by the contractor, to develop a performance improvement plan and manage the Contractor through to completion of the improvement plan. Trouble shoot, co-ordinate and resolve blockages and obstacles to contract delivery on client side to ensure delivery of contract Assurance that contract delivers to specification and tender submission. Scrutiny reports Area/Xxxx Forums Prepare reports for Customer Head of Service and attend meetings at Customer site Reports completed within specified timescales Assurance Health and Safety Ensure that H&S certificates are in place 100% of required certificates in place Ensure that H&S certificates are in place and not expired Fire certificates in place and not expired Gas and Electricity safety certificates in place and not expired ICT Security (covering firewalls and anti-virus) software maintained to most up to version Health and Safety Plan and lead officer at each site Formal review process Recording and monitoring of accidents and incidents Asbestos Management Plan Asset Management sustainability and Energy Consumption PPM EMAS standards achieved and maintained Green Travel Plan % reduction in utilities use against agreed targets Maintenance Ensure all maintenance issues are handled in a timely manner Service Area Service Level Description KPI Quality and do not affect opening to the public. In particular, if either borough retains any maintenance functions, to ensure smooth relationships between maintenance provider and service provider. Agree process with Customer for funding of projects over £5K Integrated Management System developed Client Officer inspections and external audit of PPM works and plans Achievement of Quest Entry or Plus and ratings as per spec IFI IIP National Benchmarking Service Service Improvement Plans Member Enquiries Research the enquiry and provide a draft response to the Senior Officer of the relevant borough. With XX Days – in line with Borough procedure Customer Complaints Investigate the complaint and provide a draft response to the Senior Officer of the relevant borough. With XX Days -in line with Borough procedure Dispute Resolution Supplier/Customer TBC Resourcing Specialism Current Resources Planned Resourcing
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Related to Service Area Service Level Description KPI

  • Service Description The Parties will provide Common Channel Signaling (CCS) to one another via Signaling System 7 (SS7) network Interconnection, in accordance with prevailing industry standards. Use of a third party provider of SS7 trunks is permitted.

  • Detailed Description of Services / Statement of Work Describe fully the services that Contractor will provide, or add and attach Exhibit B to this Agreement.

  • Service Levels Annex 1 to this Part A of this Call Off Schedule sets out the Service Levels the performance of which the Parties have agreed to measure. The Supplier shall monitor its performance of this Call Off Contract by reference to the relevant performance criteria for achieving the Service Levels shown in Annex 1 to this Part A of this Call Off Schedule (the Service Level Performance Criteria) and shall send the Customer a Performance Monitoring Report detailing the level of service which was achieved in accordance with the provisions of Part B (Performance Monitoring) of this Call Off Schedule. The Supplier shall, at all times, provide the Services in such a manner that the Service Levels Performance Measures are achieved. If the level of performance of the Supplier of any element of the provision by it of the Services during the Call Off Contract Period: is likely to or fails to meet any Service Level Performance Measure or is likely to cause or causes a Critical Service Failure to occur, the Supplier shall immediately notify the Customer in writing and the Customer, in its absolute discretion and without prejudice to any other of its rights howsoever arising including under Clause 12 of this Call Off Contract (Service Levels and Service Credits), may: require the Supplier to immediately take all remedial action that is reasonable to mitigate the impact on the Customer and to rectify or prevent a Service Level Failure or Critical Service Level Failure from taking place or recurring; and if the action taken under paragraph (a) above has not already prevented or remedied the Service Level Failure or Critical Service Level Failure, the Customer shall be entitled to instruct the Supplier to comply with the Rectification Plan Process; or if a Service Level Failure has occurred, deduct from the Call Off Contract Charges the applicable Service Level Credits payable by the Supplier to the Customer in accordance with the calculation formula set out in Annex 1 of this Part A of this Call Off Schedule; or if a Critical Service Level Failure has occurred, exercise its right to Compensation for Critical Service Level Failure in accordance with Clause 13 of this Call Off Contract (Critical Service Level Failure) (including subject, for the avoidance of doubt, the proviso in Clause 13.1.2 of this Call Off Contract in relation to Material Breach). Approval and implementation by the Customer of any Rectification Plan shall not relieve the Supplier of any continuing responsibility to achieve the Service Levels, or remedy any failure to do so, and no estoppels or waiver shall arise from any such Approval and/or implementation by the Customer. SERVICE CREDITS Annex 1 to this Part A of this Call Off Schedule sets out the formula used to calculate a Service Credit payable to the Customer as a result of a Service Level Failure in a given service period which, for the purpose of this Call Off Schedule, shall be a recurrent period of [one Month] during the Call Off Contract Period (the Service Period).

  • Service Level In the event that League InfoSight discovers or is notified by you of the existence of Non-Scheduled Downtime, we will use commercially reasonable efforts to determine the source of the problem and attempt to resolve it as quickly as possible.

  • Service Descriptions Available services for Transitional and Enhanced Supervision Services a. One (1) one-to-one meeting with the Contractor per week for case management services.

  • Service Level Agreement Subject to the terms and conditions of this Agreement, Bank agrees to perform the custody services provided for under this Agreement in a manner that meets or exceeds any service levels as may be agreed upon by the parties from time to time in a written document that is executed by both parties on or after the date of this Agreement, unless that written document specifically states that it is not contractually binding. For the avoidance of doubt, Bank’s Service Directory shall not be deemed to be such a written document.

  • Project Description In two or three brief sentences, provide a concise description of your exhibition. Include the subject matter, type of objects to be included (paintings, sculpture, manuscripts, etc.), those responsible for organizing the exhibition, and catalogue author(s).

  • Contract Description The Description and Location of the Contract and related project(s) are as follows.

  • Specification and Service Levels The Specification sets out the Services that the Contractor has undertaken to provide. The Specification includes Service Levels setting out particular levels of service that the Contractor has undertaken to meet.

  • General Project Description 2. Substation location.

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