Part IV - SERVICE PERFORMANCE

The housing management performance of the Contractor will be measured through the use of Key Performance Indicators for Service Performance Standards as contained within Section (X) of the Output Specification.

Each Key Performance Indicator will contain a target level of performance. If the Contractor meets or exceeds the level of target performance set by the Authority no Sub-Standard Performance Points will be recorded. Each Key Performance Indicator will include a maximum number of Sub-Standard Performance Points that the Contractor could accrue for the severity of the performance recorded. The maximum number of Sub-Standard Performance Points per Performance Indicator is based on the importance attached to the Performance Indicator by the Authority.

Due to the nature of the information collected for the Key Performance Indicators, they will be measured on a monthly and quarterly basis.