Ref

Operating Service Levels

Service Failure

Monitoring Method

Performance Monitoring Period

Rectification Y/N

Rectification Period

Service Failure Severity Level

Fraud

The Service Provider shall:

•  comply with the Department for Work and Pensions Verification Framework;

•  Material non-compliance

•  notify the Authority34 of any potential fraud in any of the Revenues and Benefits Services forthwith upon reasonable suspicion being formed and provide as accurate and comprehensive information in relation to such matter as is practical in all the circumstances;

•  Failure to notify the Authority in a prompt fashion;

•  Failure to provide reasonably accurate and comprehensive information.

•  produce within [X] days of the Service Transfer Date and thereafter [X] days before the commencement of the Authority's Financial Year a programme covering the period to the end of the relevant Financial Year for proactively reducing fraud relating to Revenues and Benefits within the Authority's Area;

•  Plan and/or timetable is delivered up to [♦] days late;

•  Plan and/or timetable is delivered more than [♦] days late.

•  co-operate with and assist the Authority in a timely matter in relation to all court proceedings relating to Revenues and Benefits fraud, appearing as witness as required by the Authority and producing timely, accurate and comprehensive reports as reasonably requested by the Authority in relation to such proceedings.

•  Material failure to assist or co-operate in a timely fashion;

•  Service Provider staff member fails to appear as witness upon the Authority's request or refuses to do so;

•  Documentation is materially inaccurate or not comprehensive.