Performance Measurement and Monitoring

7.1  The Contractor is required to operate a system to support the Agreement that enables:

•  the Service Performance Standards in the Services Specification to be monitored and reported on;11

•  Unavailability Deductions and Service Failure Deductions to be calculated in line with the formulas set out in this payment mechanism;

•  the management information and reporting requirements to be met based on the production of monthly reporting information and ad-hoc reports as may be required.

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11 The Authority should comply with Sections 7.9.5 and 7.9.6 of the SoPC which contains new guidance on how user satisfaction surveys might play a role in measuring Contractor performance and how unfavourable responses to such surveys might impact on the payment mechanism. Authorities should also consider here a provision for the remediation plan - see SoPC 7.95 and, byway of example, the BSF standard form Payment Mechanism at paragraph 17.1.