1. As an incentive for the PFI Contractor to provide the required level of service, there is a performance threshold applicable to each service. If the level of service in a performance month falls below that threshold then a performance deduction can be made (through a system of performance points).
2. Each service is subject to a performance-monitoring regime, comprising one or a combination of Service Audits, Helpdesk Events and Customer satisfaction surveys. Each audit regime has an allocation of points, with each point valued at £300.
3. There is a maximum annual performance deduction for each service in any performance year (this deduction is capped at 30 per cent of the annual charge for Soft Services, and 50 per cent for Hard Services). There is a maximum number of performance points available for awarding in any performance month.