KPI’s , General and Specific Post Order Scoring Matrix Key Performance Indicators Key Performance Indicators Key Performance Indicators POST: Yaoundé CONTRACTOR: G4S Security Services Cameroon PLC Ref: Indicator: Performance Target Contractor's Performance Check/Monitoring Method and Frequency Post’s Performance Method and Frequency Score (Month) February 2013 Contractors Comments/ Supporting Evidence Posts Comments/ Supporting Evidence Management KPIM 1 The Contractor’s Manager/Supervisor (CM) available when required and to meet regularly with the Customers Security Manager (SM) 100% CM to meet with SM monthly SM to record timings when CM unavailable, and dates of monthly management meetings KPIM 2 Implementation of any agreed action points arising from CM/SM management meetings 85% Action points implemented and reported to SM SM to review implementation report KPIM 3 Contractor expressly notify customer of replacement of staff 72 hours before effecting posting (Period and name of replacement officer detailed). 100% CM to document deployment details to SM at weekly meeting SM to check compliance KPIM 4 Contractor and staff abide by standards equivalent to those of proposed Code of Practice on Promoting High Standards of Conduct by Security Companies Internationally and do nothing that might cause embarrassment to the Customer 100% CM to report any local transgressions to SM SM to report any local transgressions to FCO KPIM 5 Staff paid at least the minimum wage and employed in accordance 100% CM to provide details of any wage changes CSM to check annually that local law is
with local law applied KPIM 6 Maintain and update occurrence log and any incidents reported to SM immediately 100% Inspected and signed off daily by CM SM to check weekly and act on any incidents as reported KPIM 7 Maintain staff whereabouts/leave/ movement log books 95% Inspected and signed off daily by CM SM to check weekly KPIM 8 Staff are smart, wearing uniform, and visible identification (name or number) at all times 95% CM to ensure compliance daily SM to make random checks KPIM 9 Complaints Log maintained and all complaints referred to SM and fully investigated in line with Customer policy 100% CM to ensure complaints are referred to SM and participate in investigation SM to initiate investigation KPIM 10 Ensure Emergency Procedures and SOPs are up to date and accurate 100% Contractor to review quarterly SM to agree any amendments KPIM 11 Audit/reconciliation of equipment carried out 100% Report compiled by CM monthly Report reviewed by SM KPIM 12 Monthly reports produced on time (date line first Monday of every new month) 95% CM to compile and submit to SM monthly SM to check report monthly KPIM 13 Training log maintained and programme of continuing and refresher training agreed by SM and implemented 95% CM to agree programme with SM and submit log monthly SM to check log and discuss requirements monthly with CM KPIM 14 All staff comply with Contractors' Code of Conduct 95% CM to report monthly to SM SM to discuss any infringements with CM KPIM 15 Invoices accurate and presented in a timely fashion 90% CM to ensure accuracy and that invoices submitted within 15 days of period to which they refer SM to check and submit to Accountant for payment within 10 days of receipt KPIM 16 Maintain directory of emergency and useful 95% Updated weekly SM to check accuracy monthly
Access Control KPIA1 Prevent unauthorised access and deal with events threatening the security of the Customer's Personnel, families, premises and property 100% CM to check adherence and inform SM of any failures SM to investigate any incidents and discuss with CM to prevent repeat KPIA2 Visitors and vehicles properly recorded and searched by the Guards 100% CM to check adherence and inform SM of any failures SM to carry out random checks (watching; mystery visitor) KPIA3 Packages and mail properly screened, recorded and stamped. 100% CM to check adherence and inform SM of any failures SM to carry out random checks (watching) KPIA4 CCTV monitored and any suspicious activity reported and investigated 100% CM to check adherence and inform SM of any failures SM to carry out random checks (watching; mystery visitor) KPIA5 Regular foot patrol/search conducted every 1 hours 100% CM to check patrol logs SM to carry out random checks KPIA6 Prevent unauthorised removal of property from Customer's sites 100% CM to check adherence and inform SM of any failures SM to carry out random checks and investigate any failures KPIA7 Mobile random patrols of all Customer's Premises carried out by supervisor 100% CM to check patrol logs daily SM to check logs weekly and carry out random checks Scoring Matrix 1 EXCELLENT The Contractor is performing excellently and fully meeting the required service Levels 2 SATISFACTORY The Contractor has failed to meet the expected performance target during the current period. Improvement measures have been put in place. “There is no impact on service delivery” Or “There is a significant impact on service delivery”. Explanation: This would allow a score to be raised directly from 1