8.2.7  Management Plans

The Contractor must ensure the following plans are developed and maintained throughout the contract period and that such plans are made available for immediate inspection by the Authority on reasonable request:

a)  A Staffing Plan, setting out:

i.  Roles and responsibilities of each member of the service delivery team;

ii.  Interface between users and the Contractor at the point of service delivery, including monitoring of user satisfaction to be carried out by the Contractor;

iii.  Procedures for self-certification of work by Contractor staff and associated quality control and quality assurance arrangements;

iv.  Suitable supervisory and management arrangements;

v.  Format of all reports to be used internally by the Contractor and provided periodically to the Authority; and

vi.  Procedures for regular meetings with, periodic monitoring by and ad hoc liaison with the Authority.

b)  An ICT Plan;

c)  A Contingency and Disaster Recovery plan, covering:

i.  Staff illness;

ii.  ICT failure; and

iii.  Emergency accommodation.

d)  A Change Management Plan, covering:

i.  Contractor Changes;

ii.  Authority Changes; and

iii.  Continuous Improvement.

e)  A Lead Out Plan, covering:

i.  Maintaining Service Continuity;

ii.  Staff transfers (where applicable); and

iii.  Transfer of data including intellectual property.