Performance Standard 4 - Contract Management and Customer Interface (PS4)  

The Output Specification sets out a number of requirements for liaison with, and information to be provided to the public and the Authority, as well as the retention of records and maintenance of accurate management information.  The Output Specification also sets out maximum times for a response to be given in various circumstances.

A performance target deals with the requirement to maintain and update the Management Information System. There is a measurement of the accuracy of the Management Information System, which is first tested following Service Commencement Date in respect of [changes/updates carried out by the Service Provider] and in the second year following Service Commencement Date in respect of [all data on the system]. This allows the Service Provider to complete the survey work required to produce an accurate and complete Management Information System.  A target is included for subsequent updating.  Once the Management Information System is at the required level of accuracy, then the accuracy and timeliness of updates to the Management Information System are measured.  Accuracy of the Management Information System is defined as the number of accurate entries divided by the total number of entries that should have been on the system at the time of measurement.

The Service Provider will be required to produce auditable reports in respect of updates carried out each month showing how many failure events occurred and how many were dealt with within the time limit, and how many were not.  A deduction is applied for each failure to achieve the response time and is also subject to a multiplier dependent on the severity of the failure.

The Output Specification also requires a Customer Care System to be implemented and be capable of being accessed at all times.  To the extent that the system is unavailable, a deduction will be made based on the percentage of availability during each month.

The Service Provider is required to communicate with the general public and respond to queries from all parties in a reasonable time.  Any failure to achieve the required service standards can result in a deduction.  The Service Provider will be required to report each month on its performance in answering phone calls within [5 rings] and will be subject to a deduction depending on the percentage answered in the target timeframe.  With respect to other communications a deduction is applied for each failure to achieve the response time.  If there is a failure to rectify within a further [5] Business Days a further deduction will apply.  For each subsequent period of [5] Business Days during which the failure remains un-rectified, a further deduction is made.

All deductions under PS4 are totalled and this forms the PS4 deduction for the month.