Ref

Operating Service Levels

Service Failure

Monitoring Method

Performance Monitoring Period

Rectification Y/N

Rectification Period

Service Failure Severity Level

General Revenues and Benefits Service Customer Service

The Service Provider shall provide a courteous and efficient service to the public in relation to the Revenues and Benefits Service including (without limitation):

•  operating a fully staffed [information [payment] centre] for personal queries at [X]29open to the public between [X] and [X] on every Working Day;

•  [Information Centre] is not open to the public during Core Hours at any time in [♦] period;

•  [Information Centre] is to open to the public during Core Hours for more than [♦] in any [♦] period30.

•  the provision of timely, accurate and comprehensive advice, guidance and information in relation to Revenues and Benefits to the public within the Authority's Area through leaflets, e-mail, telephone;31

•  32

•  answering with complete and accurate information all telephone messages and e-mails from members of the public within [X] hours (disregarding hours not in a Working Day);

•  More than [♦]% of calls and e-mails answered late in any [] period.

•  More than [♦] complaints received from members of the public regarding inaccurate or incomplete information;

•  providing customer service which is accessible to all members of the community in the Authority's Area including (without limitation) providing interpreters within a reasonable time (and in any event no later than [X] days) of the Service Provider being approached by a person unable to communicate effectively in English, translation into Braille, the provision of large print documentation and appropriate facilities for the hard of hearing.  

•  Failure to provide translation into Braille of all relevant documentation within [x] days of the Service Transfer Date.

•  Failure to provide translation into large print of all relevant documentation within [x] days of the Service Transfer Date.33

•  updating the Revenues and Benefits section of the Authority's website every [X] weeks and forthwith upon the occurrence of any relevant incident or event relevant to the Revenues and Benefit Service and in relation to which the public might reasonably expect to require information.

•  Service Provider is late or fails to update website at all within any [♦] period.