Performance Standard 3 - Operational Responsiveness and Reactive Maintenance (PS3)

PS3 covers the Service Provider's arrangements for dealing with emergency and non-emergency faults.  

The Output Specification includes a performance target to attend and to commence and continue works to make safe any emergencies within [one hour] of the emergency event being reported or coming to the Service Provider's attention.  If this performance target is not met, then a deduction will be made in accordance with the payment mechanism.

The Output Specification includes a requirement for a maximum time, measured in Working Days, during which a range of non-emergency faults may remain uncorrected. If these performance targets are not met, then a deduction will be made in accordance with the payment mechanism.  The length of time that the Service Provider has to correct a non-emergency fault is dependent on the type of fault with specific detail being provided in the Output Specification.

The payment mechanism includes a multiplier.  This is intended to motivate the Service Provider to avoid lengthy periods during which equipment is left in an unsafe or unsatisfactory condition or out of service and to reflect the increasing costs to the Authority of such a situation.