PS Ref

Performance Standard

Performance Monitoring

Category

Response Period

Rectification Period

Monitoring Method

Performance Monitoring Period

Remedial Period / Remedy

Performance Monitoring

FM43

Sub-hubco shall monitor its performance against this Service Level Specification in accordance with the [Method Statements].

[Major]

N/A

N/A

Review of monitoring processes and helpdesk records.

Per occurrence

5 Business Days.
To commence on identification of failure.
Remedy: Amend quality assurance processes and raise Staff awareness.

FM44

Sub-hubco shall undertake, on a quarterly basis, customer satisfaction surveys of the Services in a format agreed with the Authority's Representative. Surveys should be issued to a minimum 90% of Authority staff using the Facilities.6

[Medium]

N/A

N/A

Review of customer satisfaction survey issue records.

Quarterly

1 Business Day.
To commence from the expiry of the due date.
Remedy: Issue survey.

FM45

Sub-hubco shall ensure that customer satisfaction is maintained at 90% or higher.

Where customer satisfaction is found to be below 90 %, Sub-hubco shall carry out a review of the necessary Services and produce an action plan to address any issues.7

[Medium]

N/A

N/A

Review of customer satisfaction survey results.

Quarterly

3 Business Days.
To commence from the expiry of the due date.
Remedy: Investigate reason for poor customer satisfaction, Submit action plan to Authority's Representative and implement.