1  Services Specification - Introduction

1.1  This Services Specification consists of eight parts, each part setting out a Service Specification for Services.  The Services are listed below:

1.2  The Contract Management Service Specification details the Authority's generic Service Requirements. These Service Requirements shall apply to each Service.

1.3  Each of the Services will be measured against the Contract Management Performance Standards as well as against the Performance Standards set out Appendix 1 to each Service Specification.

1.4  Each Service Specification has a matrix set out in Appendix 1 which contains the following information:

(a)  column 1 of the matrix lists every obligation within the Service Specification which is set out as a Service Requirement;

(b)  in column 2 the corresponding Performance Failure is defined.  This describes the standard that the Service must achieve.  All Performance Standards are based on a pass or fail basis;

(c)  column 3 sets out the monitoring method that describes the manner in which the Performance Standard is to be measured.  This is set out below in Table 1.

Table 1

(d)  Each Performance Standard has a Performance Monitoring Period set out in column 4 that states the period over which the Performance Standard will be measured by the Service Provider.  The abbreviations used are set out below in Table 2.

Table 2

(e)  Under the Payment Mechanism, each Performance Failure (i.e. a failure to satisfy a Performance Standard) is designated as either High, Medium or Low depending on the impact of the Performance Failure on the Authority.  The level of each failure to meet a Performance Standard is set out in column 5 of the matrix;

(f)  Column 6 states where a Performance Standard does not have a Rectification Time.  In all other instances, the Rectification Time shall be as set out in Table 3 below:

Table 3

In certain circumstances, a Temporary Repair can be carried out.  The process for this is set out in paragraph 7 of Part C of the Payment Mechanism.  This Rectification Time is calculated from the time that the Fault is reported to the Helpdesk.