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, number of member complaints dealt with Report provided to Head of Service at least 5 working days prior to the MBR meeting Preparation of Reports for members From time to time during the contract, Actual report preparation in plain English and presentation to be undertaken by Customer Head of Service Initially report bi-annually to members (moving to annually after Year 1). Scrutiny reports Prepare Scrutiny reports for Customer Head of Service Attend, and respond as required, Scrutiny meetings at Customer site 1st Draft Scrutiny report provided 10 working days before 1st Submission date. 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 N/A Service Area Service Level Description KPI resolve blockages and obstacles to contract delivery on client side to ensure delivery of contract Assurance 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 100% of required certificates in place Incident Management In the event of an incident, to provide on-site support to resolve the incident within 1 hour, and to manage to resolution Provide hourly verbal updates to the Head of Service of the Customer Borough 100% Adherence to Local Incident Management Procedures Member Enquiries Research the enquiry and provide a draft response to the Senior Officer of the relevant borough. Monthly response to questions from Full Council Provide draft response within 5 working days Questions responded to in 2 working days Customer Complaints Investigate the complaint and provide a draft response to the Senior Officer of the relevant borough. 100% Adherence to Local Complaints Policy Partnerships third parties To ensure that the service provider maintains and develops existing partnerships e.g. health, JobCentre Plus, universities, schools and colleges. Ensure that service provider links in to relevant borough cultural calendar e.g. Summer Reading Challenge, Adult Learner’s Week, Black History Month, Under One Sky. N/A 15.2 Resourcing
Appears in 2 contracts
Samples: Inter Authority Agreement, Inter Authority Agreement
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 Each borough will provide additional resources for mobilisation (pre and post contract start date) N/A Site Visits Undertake site visits monthly, Outstanding and on-going issues and actions post mobilisation; the Service Provider will manage the completion of these activities. Meetings with Supplier Monthly Meeting to review sites, against checklist (TBC) Record of 12 visits monthly performance report and key issues with each authorities’ AO Minimum 10 meetings per facility Maintenance Assurance Ensure maintenance issues are handled in a timely manner annum with documented agendas and do not affect opening action plans Quarterly To include progress towards the service Annual Service Plan actions and forward planning to customers; include key projects 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 Fees and Charges Minimum 3 meetings per annum with documented agendas and action plans Annual To include overall performance review and service provider plan review Meeting within 6 weeks of end of period Review of Supplier Metrics and management information Analyse supplier metrics Provision of metrics/ performance indicators and provide commentary monthly report in advance of monthly operational meeting As agreed at contract award Site Visits and Inspections Unannounced visit by Client Officer including walk around and inspection with Centre/Duty Officer to include performance measurement of; cleaning and housekeeping, health and safety, maintenance, staff training, customer satisfaction, facility presentation Minimum 10 visits per annum at larger facilities and 4 per annum at smaller facilities; actions arising from inspection reports provided by Client Officer to be completed within x days; additional inspections will be undertaken to deal with specific issues. Preparation and submission of Reports to Client Key issues report As and when required, dependent on severity/priority of Priority 1 – within 2 hours Service Area Service Level Description KPI Monthly performance report Quarterly progress report Annual Report Preparation of Reports for Members incident/issue, 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 include incident management and health and safety 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 with detailed and verified usage data visits, issues, IT usage, events, partnership contact, failure to open/provide service and reasons for occurrences service, IT outages, maintenance issues, PPM, customer complaints, number of member complaints dealt with Report provided to Head Progress towards Service Plan actions To include significant financial milestones, review of Service at least 5 working days prior to the MBR meeting Preparation of Reports for members From time to time during the contract, Actual report preparation in plain English performance against key performance indicators and presentation to be undertaken by Customer Head of Service targets; Initially report bi-annually to members (moving to annually after Year 1). Scrutiny reports Prepare Scrutiny reports for Actual presentation to be undertaken by Customer Head of Service AttendPriority 2 – within 24 Hours Priority 3 – within 48 hours Completed report submitted to Client within 2 weeks after end of calendar month Completed report submitted to Client within 2 weeks after end of relevant quarter Completed report submitted to Client within X weeks after the end of each Agreement year Completed report submitted to Client by agreed due date Preparation and submission of Plans to Client Annual Service Plan to include action plans for Sports Development, PPM, Marketing and respond as requiredProgramming, Scrutiny meetings at Customer site 1st Draft Scrutiny report provided 10 working days before 1st Submission date. Rectification In the event of consistent under- performance by the contractorImprovement and innovation, to develop a performance improvement Partnerships, HR, Financial, Pricing and Memberships, ICT, Health and Safety Completed plan created and manage the Contractor through to completion of the improvement plan. Trouble shoot, co-ordinate and N/A Service Area Service Level Description KPI resolve blockages and obstacles to contract delivery on client side to ensure delivery of contract Assurance Ensure that H&S certificates are agreed within specified timescales Action plan arising annual service plan implemented 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 100full % of required certificates in place Incident Management In the event KPI’s achieved against target of an incident, to provide on-site support to resolve the incident within 1 hour, and to manage to resolution Provide hourly verbal updates to the Head of Service of the Customer Borough 100% Adherence to Local Incident Management Procedures Member Enquiries Research the enquiry and provide a draft response to the Senior Officer of the relevant borough. Monthly response to questions from Full Council Provide draft response within 5 working days Questions responded to in 2 working days Customer Complaints Investigate the complaint and provide a draft response to the Senior Officer of the relevant borough. 100% Adherence to Local Complaints Policy Partnerships third parties To ensure that the service provider maintains and develops existing partnerships e.g. health, JobCentre Plus, universities, schools and colleges. Ensure that service provider links in to relevant borough cultural calendar e.g. Summer Reading Challenge, Adult Learner’s Week, Black History Month, Under One Sky. N/A 15.2 Resourcing90%
Appears in 2 contracts
Samples: www2.harrow.gov.uk, www2.harrow.gov.uk
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 Each borough will provide additional resources for mobilisation (pre and post contract start date) N/A Site Visits Undertake site visits monthly, Outstanding and on-going issues and actions post mobilisation; the Service Provider will manage the completion of these activities. Meetings with Supplier Monthly Meeting to review sites, against checklist (TBC) Record of 12 visits monthly performance report and key issues with each authorities’ AO Minimum 10 meetings per facility Maintenance Assurance Ensure maintenance issues are handled in a timely manner annum with documented agendas and do not affect opening action plans Quarterly Annual To include progress towards the service Annual Service Plan actions and forward planning to customers; include key projects 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 Fees and Charges To include overall performance review and service provider plan review Minimum 3 meetings per annum with documented agendas and action plans Meeting within 6 weeks of end of period Review of Supplier Metrics and management information Analyse supplier metrics Provision of metrics/ performance indicators and provide commentary monthly report in advance of monthly operational meeting As agreed at contract award Site Visits and Inspections Unannounced visit by Client Officer including walk around and inspection with Centre/Duty Officer to include performance measurement of; cleaning and housekeeping, health and safety, maintenance, staff training, customer satisfaction, facility presentation Minimum 10 visits per annum at larger facilities and 4 per annum at smaller facilities; actions arising from inspection reports provided by Client Officer to be completed within x days; additional inspections will be undertaken to deal with specific issues. Preparation and submission of Reports to Client Key issues report As and when required, dependent on severity/priority of Priority 1 – within 2 hours Priority 2 – within 24 Hours Service Area Service Level Description KPI Monthly performance report Quarterly progress report Annual Report Preparation of Reports for Members incident/issue, 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 include incident management and health and safety 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 with detailed and verified usage data visits, issues, IT usage, events, partnership contact, failure to open/provide service and reasons for occurrences service, IT outages, maintenance issues, PPM, customer complaints, number of member complaints dealt with Report provided to Head Progress towards Service Plan actions To include significant financial milestones, review of Service at least 5 working days prior to the MBR meeting Preparation of Reports for members From time to time during the contract, Actual report preparation in plain English performance against key performance indicators and presentation to be undertaken by Customer Head of Service targets; Initially report bi-annually to members (moving to annually after Year 1). Scrutiny reports Prepare Scrutiny reports for Actual presentation to be undertaken by Customer Head of Service AttendPriority 3 – within 48 hours Completed report submitted to Client within 2 weeks after end of calendar month Completed report submitted to Client within 2 weeks after end of relevant quarter Completed report submitted to Client within X weeks after the end of each Agreement year Completed report submitted to Client by agreed due date Preparation and submission of Plans to Client Annual Service Plan to include action plans for Sports Development, PPM, Marketing and respond as requiredProgramming, Scrutiny meetings at Customer site 1st Draft Scrutiny report provided 10 working days before 1st Submission date. Improvement and innovation, Partnerships, HR, Financial, Pricing and Memberships, ICT, Health and Safety Completed plan created and agreed within specified timescales Action plan arising annual service plan implemented in full % of KPI’s achieved against target of 90% Rectification In the event of consistent under- performance by the contractor, Assurance that contract delivers to specification and tender Service Area Service Level Description KPI to develop a performance improvement plan and manage the Contractor through to completion of the improvement plan. Trouble shoot, co-ordinate and N/A Service Area Service Level Description KPI resolve blockages and obstacles to contract delivery on client side to ensure delivery of contract 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 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 100% of required certificates in place Incident Asset Management sustainability Maintenance and Energy Consumption PPM Green Travel Plan EMAS standards achieved and maintained % reduction in utilities use against agreed targets Ensure all maintenance issues are handled in a timely manner and do not affect opening to the public. In the event of an incidentparticular, if either borough retains any maintenance functions, to provide on-site support to resolve the incident within 1 hour, ensure smooth relationships Client Officer inspections and to manage to resolution Provide hourly verbal updates to the Head external audit of PPM works and plans Service Area Service Level Description KPI Quality between maintenance provider and service provider. Agree process with Customer for funding of the Customer Borough 100% Adherence to Local Incident projects over £5K Integrated Management Procedures System developed 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. Monthly response to questions from Full Council Provide draft response within 5 working days Questions responded to With XX Days – in 2 working days line with Borough procedure Customer Complaints Investigate the complaint and provide a draft response to the Senior Officer of the relevant borough. 100% Adherence to Local Complaints Policy Partnerships third parties To ensure that the service provider maintains and develops existing partnerships e.g. health, JobCentre Plus, universities, schools and colleges. Ensure that service provider links in to relevant borough cultural calendar e.g. Summer Reading Challenge, Adult Learner’s Week, Black History Month, Under One Sky. NWith XX Days -in line with Borough procedure Dispute Resolution Supplier/A 15.2 Customer TBC Resourcing Specialism Current Resources Planned Resourcing
Appears in 2 contracts
Samples: Inter Authority Agreement, Inter Authority Agreement
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, number of member complaints dealt with Report provided to Head of Service at least 5 working days prior to the MBR meeting Preparation of Reports for members From time to time during the contract, Actual report preparation in plain English and presentation to be undertaken by Customer Head of Service Initially report bi-annually to members (moving to annually after Year 1). Scrutiny Xxxxxxxx reports Prepare Scrutiny Xxxxxxxx reports for Customer Head of Service Attend, and respond as required, Scrutiny meetings at Customer site 1st Draft Scrutiny report provided 10 working days before 1st Submission date. 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 N/A Service Area Service Level Description KPI resolve blockages and obstacles to contract delivery on client side to ensure delivery of contract Assurance 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 100% of required certificates in place Incident Management In the event of an incident, to provide on-site support to resolve the incident within 1 hour, and to manage to resolution Provide hourly verbal updates to the Head of Service of the Customer Borough 100% Adherence to Local Incident Management Procedures Member Enquiries Research the enquiry and provide a draft response to the Senior Officer of the relevant borough. Monthly response to questions from Full Council Provide draft response within 5 working days Questions responded to in 2 working days Customer Complaints Investigate the complaint and provide a draft response to the Senior Officer of the relevant borough. 100% Adherence to Local Complaints Policy Partnerships third parties To ensure that the service provider maintains and develops existing partnerships e.g. health, JobCentre Plus, universities, schools and colleges. Ensure that service provider links in to relevant borough cultural calendar e.g. Summer Reading Challenge, Adult Learner’s Week, Black History Month, Under One Sky. N/A 15.2 3.2 Resourcing
Appears in 2 contracts
Samples: www2.harrow.gov.uk, www2.harrow.gov.uk
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 Service Area Service Level Description KPI basis 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 monthlyUnannounced visit by Client Officer including walk around and inspection with Centre/Duty Officer to include performance measurement of; cleaning and housekeeping, health and review sitessafety, against checklist (TBC) Record of 12 maintenance, staff training, customer satisfaction, facility presentation Minimum 10 visits per facility annum at larger facilities and 4 per annum at smaller facilities; actions arising from inspection reports provided by Client Officer to be completed within x days; additional inspections will be undertaken to deal with specific issues. 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 TBC Service Area Service Level Description KPI 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, number of member complaints dealt with Report provided to Head of Service at least 5 working days prior to the MBR meeting Preparation of Reports for members From time to time during Initially report bi-annually Service Area Service Level Description KPI members the contract, Actual report preparation in plain English and presentation to be undertaken by Customer Head of Service Initially report bi-annually to members (moving to annually after Year 1). Scrutiny reports Prepare Scrutiny reports for Customer Head of Service Attend, and respond as required, Scrutiny meetings at Customer site 1st Draft Scrutiny report provided 10 working days before 1st Submission date. Rectification In the event of consistent under- 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 N/A Service Area Service Level Description KPI resolve blockages and obstacles to contract delivery on client side to ensure delivery of contract N/A Assurance Ensure that H&S certificates are in place and not expired Fire certificates in place 100% of required certificates in place Service Area Service Level Description KPI 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 100% of required certificates in place Incident Management In the event of an incident, to provide on-site support to resolve the incident within 1 hour, and to manage to resolution Provide hourly verbal updates to the Head of Service of the Customer Borough 100% Adherence to Local Incident Management Procedures Member Enquiries Research the enquiry and provide a draft response to the Senior Officer of the relevant borough. Monthly response to questions from Full Council Provide draft response within 5 working days Questions responded to in 2 working days Customer Complaints Investigate the complaint and provide a draft response to the Senior Officer of the relevant borough. 100% Adherence to Local Complaints Policy Partnerships third parties To ensure that the service provider maintains and N/A Service Area Service Level Description KPI develops existing partnerships e.g. health, JobCentre Plus, universities, schools and colleges. Ensure that service provider links in to relevant borough cultural calendar e.g. Summer Reading Challenge, Adult Learner’s Week, Black History Month, Under One Sky. N/A 15.2 Resourcing.
Appears in 1 contract
Samples: Inter Authority Agreement
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 Each borough will provide additional resources for mobilisation (pre and post contract start date) Outstanding and on-going issues and actions post mobilisation; the Service Provider will manage the completion of these activities. In Xxxxx and Harrow, there are contractual capital works. The Leisure Contract Manager will act as single point of contact, but each borough will provide necessary professional advice and ensure that work to their asset is complaint to legal 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 and borough requirements. Meetings with Supplier Monthly Meeting to happen during opening hours. review monthly performance report and key issues with each authorities’ AO Minimum 10 meetings per annum with documented agendas and action plans Quarterly To include progress towards the Annual Service Plan actions and forward planning to the public. In particular, if either borough retains any maintenance functions, to ensure smooth relationships between maintenance provider include key projects and Fees and Charges Minimum 3 meetings per annum with documented agendas and action plans Annual To include overall performance review and service provider plan review Meeting within 6 weeks of end of period Review of Supplier Metrics Provision of metrics/ As agreed at contract and management performance indicators award information Analyse supplier metrics and provide commentary monthly report in advance of monthly operational meeting Site Visits and Inspections Unannounced visit by Minimum 10 visits per Client Officer including annum at larger facilities walk around and and 4 per annum at inspection with smaller facilities; actions Centre/Duty Officer to arising from inspection include performance reports provided by Client measurement of; cleaning Officer to be completed and housekeeping, health within x days; additional and safety, maintenance, inspections will be staff training, customer undertaken to deal with satisfaction, facility Service Area Service Level Description KPI presentation specific issues. Preparation and submission of Reports to Client Key issues report Monthly performance report As and when required, dependent on severity/priority of incident/issue, 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 include incident management and health and safety 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 with detailed and verified usage data visits, issues, IT usage, events, partnership contact, failure to open/provide service and reasons for occurrences service, IT outages, maintenance issues, PPM, customer complaints, number of member complaints dealt with Priority 1 – within 2 hours Priority 2 – within 24 Hours Priority 3 – within 48 hours Completed report submitted to Client within 2 weeks after end of calendar month Service Area Service Level Description KPI Quarterly progress report Annual Report provided to Head of Service at least 5 working days prior to the MBR meeting Preparation of Reports for members From time to time during the contractMembers complaints dealt with Progress towards Service Plan actions To include significant financial milestones, Actual report preparation in plain English review of performance against key performance indicators and presentation to be undertaken by Customer Head of Service targets; Initially report bi-annually to members (moving to annually after Year 1). Scrutiny reports Prepare Scrutiny reports for Actual presentation to be undertaken by Customer Head of Service AttendCompleted report submitted to Client within 2 weeks after end of relevant quarter, and respond as requiredpresented to Partnership Board Completed report submitted to Client within X weeks after the end of each Agreement year Completed report submitted to Client by agreed due date Preparation and submission of Plans to Client Annual Service Plan to include action plans for Sports Development, Scrutiny meetings at Customer site 1st Draft Scrutiny report provided 10 working days before 1st Submission date. Rectification In the event of consistent under- performance by the contractorPPM, to develop a performance improvement Marketing and Programming, Improvement and innovation, Partnerships, HR, Financial, Pricing and Memberships, ICT, Health and Safety Completed plan created and manage the Contractor through to completion of the improvement plan. Trouble shoot, co-ordinate and N/A Service Area Service Level Description KPI resolve blockages and obstacles to contract delivery on client side to ensure delivery of contract Assurance Ensure that H&S certificates are agreed within specified timescales Action plan arising annual service plan implemented 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 100full % of required certificates in place Incident Management In the event KPI’s achieved against target of an incident, to provide on-site support to resolve the incident within 1 hour, and to manage to resolution Provide hourly verbal updates to the Head of Service of the Customer Borough 100% Adherence to Local Incident Management Procedures Member Enquiries Research the enquiry and provide a draft response to the Senior Officer of the relevant borough. Monthly response to questions from Full Council Provide draft response within 5 working days Questions responded to in 2 working days Customer Complaints Investigate the complaint and provide a draft response to the Senior Officer of the relevant borough. 100% Adherence to Local Complaints Policy Partnerships third parties To ensure that the service provider maintains and develops existing partnerships e.g. health, JobCentre Plus, universities, schools and colleges. Ensure that service provider links in to relevant borough cultural calendar e.g. Summer Reading Challenge, Adult Learner’s Week, Black History Month, Under One Sky. N/A 15.2 Resourcing90%
Appears in 1 contract
Samples: Inter Authority Agreement
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 Each borough will provide additional resources for mobilisation (pre and post contract start Leisure Contract commencement 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 Outstanding and on-going issues and actions post mobilisation; the publicContractor will manage the completion of these activities. In particularXxxxx and Harrow, if either there are contractual capital works. Ealing’s Leisure Contract Manager will act as single point of contact, but the Customer Boroughs will provide necessary professional advice and ensure that work to their asset is complaint to legal and borough retains any maintenance functionsrequirements. Meetings with contractor Monthly Quarterly Annual Meeting to review monthly performance report and key issues with each Party’s Authorised Representative. To include progress towards the Annual Service Plan actions and forward planning to include key projects and Fees and Charges To include overall performance review and Minimum 10 meetings per annum with documented agendas and action plans Minimum 3 meetings per annum with documented agendas and action plans Meeting within 6 weeks of end of period Service Area Service Level Description KPI service plan review Review of contractor Provision of metrics/ In accordance with metrics and management performance indicators Schedule 4 information and monthly report in advance of monthly operational meeting Site Visits and Inspections Unannounced visit by Minimum 10 visits per Ealing Client Officer annum at larger facilities including walk around and and 4 per annum at inspection with smaller facilities; actions Centre/Duty Officer to arising from inspection include performance reports provided by Ealing measurement of; cleaning Client Officer to be and housekeeping, health completed within 14 days; and safety, maintenance, additional inspections will staff training, customer be undertaken to deal with satisfaction, facility specific issues. presentation Preparation and submission of Key issues report As and when required, dependent on severity/priority of incident/issue, to ensure smooth relationships between maintenance provider include incident management and service provider Review of Supplier Metrics health and management information Analyse supplier metrics and provide commentary and safety Priority 1 – within 2 hours Priority 2 – within 24 Hours Priority 3 – within 48 hours Monthly performance 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 Completed report submitted to Client within 2 weeks after end of Service Area Service Level Description KPI Quarterly progress report Annual Report Preparation of Reports for Members 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 with detailed and verified usage data visits, issues, IT usage, events, partnership contact, failure to open/provide service and reasons for occurrences service, IT outages, maintenance issues, PPM, customer complaints, number of member complaints dealt with Report provided to Head Progress towards Service Plan actions To include significant financial milestones, review of Service at least 5 working days prior to the MBR meeting Preparation of Reports for members From time to time during the contract, Actual report preparation in plain English performance against key performance indicators and presentation to be undertaken by Customer Head of Service targets; Initially report bi-annually to members (moving to annually after Year 1). Scrutiny reports Prepare Scrutiny reports for Actual presentation to be undertaken by Customer Head Boroughs’ Heads of Service Attendcalendar month Completed report submitted to Lead Officer within 2 weeks after end of relevant quarter, and respond as requiredpresented to Partnership Board Completed report submitted to Partnership Board within 6 weeks after the end of each Agreement year Completed report submitted to Lead Officer by agreed due date Service Area Service Level Description KPI Service Preparation and submission of Plans to Lead Officer Annual Service Plan to include action plans for Sports Development, Scrutiny meetings at Customer site 1st Draft Scrutiny report provided 10 working days before 1st Submission date. PPM, Marketing and Programming, Improvement and innovation, Partnerships, HR, Financial, Pricing and Memberships, ICT, Health and Safety Completed plan created and agreed within specified timescales Action plan arising annual service plan implemented in full % of KPI’s achieved against target of 90% Rectification In the event of consistent under- under-performance by the contractor, to develop a performance improvement plan and manage the Contractor contractor through to completion of the improvement plan. Trouble shoot, co-ordinate and N/A Service Area Service Level Description KPI resolve blockages and obstacles to contract delivery on client side to ensure delivery of contract Assurance that the Leisure Contract delivers to specification and tender submission. Scrutiny reports Area/Xxxx Forums Prepare reports for Customer Heads of Service and attend meetings at Customer Reports completed within specified timescales Service Area Service Level Description KPI sites Assurance Health and Safety Ensure that H&S valid and current Health & Safety certificates are in place 100% of required certificates in place Ensure that valid and not expired current Fire certificates in place and not expired Ensure that valid and current Gas and Electricity safety certificates in place and not expired ICT Security (covering firewalls and anti-virus) software maintained to most up to version 100% Health and Safety Plan and lead officer at each site Formal review process Recording and monitoring of required certificates accidents and incidents Asbestos Management Plan EMAS standards achieved and maintained Service Area Service Level Description KPI Asset Management and sustainability Maintenance Quality Energy Consumption PPM Green Travel Plan Ensure all maintenance issues are handled in place Incident Management a timely manner and do not affect opening to the public. In the event of an incidentparticular, if either borough retains any maintenance functions, to provide on-site support to resolve the incident within 1 hour, ensure smooth relationships between maintenance provider and to manage to resolution Provide hourly verbal updates to the Head contractor. Agree process with Customer Boroughs for funding of projects over £5K Integrated Management System developed % reduction in utilities use against agreed targets Lead Officer inspections and external audit of PPM works and plans Achievement of Quest Entry or Plus and ratings as per specification IFI IIP National Benchmarking Service of the Customer Borough 100% Adherence to Local Incident Management Procedures Service Improvement Plans Member Enquiries Research the enquiry and provide a draft response to the Senior Officer of the – In line with relevant boroughParty’s procedure Service Area Service Level Description KPI relevant Customer Borough. Monthly response to questions from Full Council Provide draft response within 5 working days Questions responded to in 2 working days Customer Complaints Investigate the complaint and provide a draft response to the Senior Officer of the relevant boroughCustomer Borough. 100% Adherence to Local Complaints Policy Partnerships third parties To ensure that the service provider maintains and develops existing partnerships e.g. health, JobCentre Plus, universities, schools and colleges. Ensure that service provider links in to In line with relevant borough cultural calendar e.g. Summer Reading Challenge, Adult LearnerCustomer Borough’s Week, Black History Month, Under One Sky. Nprocedure Dispute Resolution Supplier/A 15.2 ResourcingCustomer In line with relevant Customer Borough’s procedure
Appears in 1 contract
Samples: Inter Authority Agreement
Service Area Service Level Description KPI. Meetings with Supplier the contractor Monthly Business review (MBR) Meetings, including Lead Officer Officers from Customer Borough Harrow and borough partner (Ealing) Review of Ealing Meeting to review monthly performance report and key issues To include progress towards the Annual service plan actions and forward planning 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 include key projects. Annual Contract Meeting will be held involving Portfolio Holders and Lead Officers – To include overall performance review and Service Plan review All MBRs / Annual reviews conducted – Minimum of 10 MBRs per annum with documented agendas and actions plans. Papers will be circulated at least 5 working days Business Days in advance and draft minutes published within 5 working daysBusiness Days. Meeting within 6 weeks of end of period. Review of Supplier Metrics contractor metrics and management information Analyse supplier metrics Provision of metrics/performance indicators and provide commentary and monthly report in advance of monthly operational meeting. Provided to Head of Service of Customer Borough on a monthly basis Analysis provided to Head Heads of Service at least 5 working days Business Days prior to the MBR meeting Service Area Service Level Description KPI Management of Mobilisation process, staffing and facilities Outstanding and on-going mobilisation issues and actions The Service Provider (the contractor will manage the completion of these activities); however, the boroughs Harrow and Ealing will provide additional resources for mobilisation (pre and post contract start Libraries Contract commencement date) N/A Site Visits Undertake site visits monthlyUnannounced visit by Heads of Service including walk around and inspection with library manager to include performance measurement of; cleaning and housekeeping, health and review sitessafety, against checklist (TBC) Record of 12 maintenance, facility presentation Minimum 10 visits per facility Maintenance Assurance Ensure maintenance annum at larger facilities and 4 per annum at smaller facilities; actions arising from inspection reports provided by Heads of Service to be completed within 10 days; additional inspections will be undertaken to deal with specific issues. Key issues are handled in a timely manner report Monthly performance report As and do not affect opening the service to customers; and minimisation when required, dependent on severity/priority 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 functionsincident/issue, to ensure smooth relationships between maintenance provider include incident management and service provider Review of Supplier Metrics health 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 safety Monthly report on performance to Senior Management in digest format with summarised headlines for individual borough serviceboth Ealing In accordance with the requirements set out in the Specification at: Table 1 – Management Information Requirement and Table 2 – Performance Information Requirement Completed report Service Area Service Level Description KPI and Harrow. This will need to highlight trends and see if they are localised or replicated across both areasboroughs. 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, number of member complaints dealt with Report provided submitted to Head client within 2 weeks after end of Service at least 5 working days prior to the MBR meeting calendar month. Preparation of Reports for members From time Initially report bi-annually to time during the contract, members (moving to annually after year 1). Actual presentation to be undertaken by Customer Borough Heads of Service Actual report preparation in plain English and presentation to be undertaken by Customer Ealing Head of Service Initially report bi-annually to members (moving to annually after Year 1). Completed report by agreed due date. Scrutiny reports Prepare Scrutiny reports for Customer Ealing Head of Service Attend, and respond as required, Scrutiny meetings at Customer site 1st Draft Scrutiny report provided 10 working days Business Days before 1st Submission datesubmission date for Scrutiny report. Service Area Service Level Description KPI meetings at Customer site Rectification In the event of consistent under- under-performance by the contractor, to develop a performance improvement plan and manage the Contractor contractor through to completion of the improvement plan. Assurance that the Libraries Contract delivers to specification and tender submission. Trouble shoot, co-ordinate and N/A Service Area Service Level Description KPI resolve blockages and obstacles to contract delivery on client side from Harrow or Ealing to ensure delivery of contract the Libraries Contract Assurance Health and Safety Ensure that H&S valid and current Health & Safety certificates are in place and not expired 100% of required certificates in place Ensure that valid and current Fire certificates in place and not expired Ensure that valid and current Gas and Electricity safety certificates in place and not expired ICT Security (covering firewalls and anti-virus) software maintained to most up to version 100% Health and Safety Plan at Service Area Service Level Description KPI Maintenance each site Recording and monitoring of required certificates accidents and incidents Asbestos Management Plan Ensure maintenance issues are handled in place a timely manner and do not affect opening to customers; and minimisation of impact on service quality during times where unavoidable rectification has to happen during opening hours. Agree process with Customer Boroughs for funding of projects over £5k. Inspections and external audit of PPM works and plans Incident Management In the event of an incident, to provide on-site support to resolve the incident within 1 hour, and to manage to resolution Provide hourly verbal updates to the Head of Service of the Customer Borough Ealing 100% Adherence to Agreed Local Incident Management Procedures as outlined in the Library’s Emergency Manuals and Business Continuity Plans Member Enquiries Research the enquiry and Provide draft response Service Area Service Level Description KPI provide a draft response to the Senior Officer of the relevant borough. Copy to Head of Service at Ealing if enquiry is from an Ealing Member. Monthly response to questions from Full Council Provide draft response within 5 working days Business Days Questions responded to in 2 working days Business Days Customer Complaints Investigate the complaint and provide a draft response to the Senior Officer of the relevant borough. 100% Adherence to Local Complaints Policy Partnerships third parties To ensure that the service provider contractor maintains and develops existing partnerships e.g. health, JobCentre Plus, universities, schools and colleges. Ensure that service provider contractor links in to relevant borough cultural calendar e.g. Summer Reading Challenge, Adult Learner’s Week, Black History Month, Under One Sky. N/A 15.2 ResourcingA
Appears in 1 contract
Samples: Inter Authority Agreement
