Example Method Statement 8 - Contract Management and Customer Interface (Contractual)

Bidders must submit a Method Statement for monitoring the accuracy of the Management Information Database and the responsiveness of customer care functions in relation to the standards contained within the Output Specification.

As a minimum the Method Statement should include the following:

•  A testing programme to ensure that the Management Information Database meets the service delivery outputs and performance targets

•  A testing programme to ensure that customer care services are continuously available and includes the direct measurement of all customer care 'transactions' to test the responsiveness of service delivery. This should include requests for information from the Local Authority; telecoms pick-up; written requests for service/information from the public or other stakeholders; and complaints.

•  A methodology for feeding the results of such monitoring into the Bidder's Management Information System in a convenient form to be used in calculating any Adjustments to the Payment under the Payment Mechanism.

•  The Bidder's proposals for the infrastructure and systems necessary to ensure the provision and delivery of the customer interfaces and customer care in accordance with the standards required by the Output Specification. The Method Statement should specify systems to be implemented to allow transactions to take place via telecoms, mail and Internet.  The Customer Care System should be available for use 24 hours per day 365 days per year.