7.13 Performance Targets

(a) The Service Provider shall meet the following levels of performance in order to avoid any Adjustments of the Unitary Charge under this PS4:

(i) PS4 Performance Target A: The Service Provider shall respond to the matters set out in Table 4 within the Prescribed Periods for Response:

Table 4: PS4 Responsiveness Targets11

	Nature of Request	Prescribed Period for Response
1	[12Answering the telephone and responding fully to the enquiry.]	[Within twenty five (25) seconds ]
2	[Responding fully to all correspondence and written requests (including complaints) for information from the Authority answering all queries raised and providing information if required and responding to complaints with an explanation of event complained of and proposals for rectification/non-occurrence (i.e., not an acknowledgement of receipt letter).]	[Within five (5) Business Days ]
3	[Providing information urgently requested from the Authority for information relating to Service delivery.]	[Within one (1) Business Day]
4	[Responding fully to all correspondence (except where from the Authority) responding to complaints with an explanation of why the event complained occurred and proposals for ensuring it is not repeated (i.e., not an acknowledgement of receipt letter).]	[Within seven (7) Business Days]

(b) PS4 Performance Target B: The Service Provider shall ensure that:

(i) from the Service Commencement Date the MIS shall have a minimum accuracy of 13[ninety nine per cent (99%)] across all Data Sets in respect of any changes or updates made by the Service Provider during the twelve (12) Months following the Service Commencement Date; and

(ii) from (12) Months after the Service Commencement Date, the MIS shall have minimum accuracy of [ninety nine per cent (99%)] across all Data Sets;

(c) PS4 Performance Target C: The Service Provider shall ensure that all events that change the status of any Data Set and that are required to be recorded on the MIS are recorded accurately within one (1) Business Day of the occurrence of a recordable event;

(d) PS4 Performance Target D: The Service Provider shall, from the Service Commencement Date, at all times keep available and maintain the MIS in accordance with the Relevant Standards;

(e) PS4 Performance Target E: The Service Provider shall, from the Service Commencement Date, at all times keep available and maintain the Customer Care System in accordance with the Relevant Standards.

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11 Authority, the Authority should review the content within table 4 and modify the descriptors and timescales, if required, to suit the project specific requirements.

12 Authority, the authority should not assume that the performance requirements detailed in this section will operate effectively. The Authority should ensure that the Bidder details how the Service will be delivered relevant to PS4 within the Method Statements.

13 The Authority may review the requirement for ninety nine percent accuracy in year one but should note that any change to this figure will need to be reflected by changes to the Payment Mechanism.