Service Delivery Proposal - Customer care and reception helpdesk

Bidders should demonstrate in the Proposal how the Contractor shall:

•  produce, revise and implement a Customer Care Plan in accordance with paragraph 3 of Part B of the Services Specification to ensure that the Contractor delivers a customer-focused service to Users and the Authority;

•  operate a reception facility from the Reception Helpdesk in accordance with paragraph 4 of Part B of the Services Specification to ensure that Users are welcomed at the facility, Users' queries are promptly dealt with and key services information is clearly and publicly presented;

•  undertake an annual User Satisfaction Survey and achieve the required level of User satisfaction; and

•  produce, revise and implement a Booking System procedure in accordance with paragraph 7 of Part B of the Services Specification to ensure that bookings for all Sports Activities are dealt with efficiently and effectively.

•  measure and monitor achievement of the Performance standards set out on Appendix 1 of Part B of the services specification.