Performance Standard

Ref.

Frequency

Method

Failure Measurement

Rectification Times

Failure Category

Containment

Rectification

PS 12

Provision of a draft Customer Care Plan and any revisions of such*

Annual

Inspection and review of monthly reports and management information

Failure to produce the Customer Care Plan

N/A

N/A

High

PS 13*

Implementation of the agreed Customer Care Plan

Monthly

Inspection and review of monthly reports and management information

Failure to properly carry out the implementation of the Customer Care Plan

N/A

N/A

High

PS 14*

Carry out a User Satisfaction Survey on each User Satisfaction Survey Date and achieve not less than [♦]% satisfaction level

Annual

Review of User Satisfaction Survey

(a)  Failure to properly carry out User Satisfaction Survey;

(b)  below [75%] User satisfaction

N/A

1 month

High

PS 15*

Provision of a draft Booking System and any revisions of such

Annual

Inspection and review of monthly reports and management information

Failure to produce the Booking System

N/A

N/A

High

PS 16*

Implementation of the agreed Booking System

Monthly

Inspection and review of monthly reports and management information

Failure to implement the Booking System

N/A

N/A

High

PS 17

Operation of a Reception Help Desk in accordance with paragraphs 4 and 5 of this Part C

Monthly and ad hoc

Monthly audit of Reception records

Failure to report or act upon an Event

N/A

N/A

High