Service helpdesk Booking service availability At least 98 percent available at all times 0.25% Service Credit gained for each percentage under the specified performance measure. Complaints Acknowledgement of complaints 100 percent of complaints acknowledged with three (3) Working Days of receipt 0.25% Service Credit gained for each percentage under the specified performance measure Make good/resolve the compliant, oversight or omission 100 percent with 15 Working days of receipt, unless the nature of the complaint, oversight or omission requires additional investigation 0.25% Service Credit gained for each percentage under the specified performance measure Ordering of / requesting Temporary work-seekers and/or Work-seekers, as appropriate fulfilment timescales As agreed timescales or as stated in Clause 6.7 of Annex A to Part A Framework Schedule 2 0.25% Service Credit gained for each percentage under the specified performance measure Provision of Temporary and/or as appropriate Provision of Temporary and/or as appropriate As agreed fill rate 0.25% Service Credit gained for each percentage under the specified performance measure Compliance with relevant Policy and Legislation 100 percent compliance 0.25% Service Credit gained for each percentage under the specified performance measure Relevant Safeguarding and Employment Checks conducted on Candidates to Introduction to the Customer 100 percent compliance 0.25% Service Credit gained for each percentage under the specified performance measure Performance Criteria Service Level Key Indicator Performance measure Service Credit for each Service Period Category Service Level Timescales Service Credit
Provision of Temporary and/or Work-seekers, as appropriate Provision of Temporary work-seeker Assignment Checklist 100 percent provided 0.25% Service Credit gained for each percentage under the specified performance measure Notifying the Hiring Manager where a confirmed booking of the Temporary work-seeker needs to be cancelled (with or without substitution) [Note: Temporary provision only] 100 percent within 2 0.25% Service Credit gained for each percentage under the specified performance measure Contract Charges with Contract Charges 100 percent compliance. 0.25% Service Credit gained for each percentage the specified performance measure Invoicing Submission of a valid invoice 100 percent within 30 Days of the provision of the Services; or 100 percent within other period as may be specified by the Customer. 0.25% Service Credit gained for each percentage the specified performance measure Reimbursement of overcharged amounts 100 percent within 7 Days of notification receipt. 0.25% Service Credit gained for each percentage the specified performance measure FOI Transfer to the Customer all Requests for Information it receives 100 percent within 2 Working Days of receipt. 0.25% Service Credit gained for each percentage under the specified performance measure Provide a copy of all Information the Customer requires 100 percent within 5 Working Days; or 100 percent within such other period as may be specified by the Customer. 0.25% Service Credit gained for each percentage under the specified performance measure Default by the Supplier Remedy of the Default to the reasonable satisfaction of the Customer 100 percent within 30 Days; or 100 percent within such other longer period as may be specified by the Customer. 0.25% Service Credit gained for each percentage under the specified performance measure
Performance Criteria Service Key Indicator Performance measure Service Credit for each Service Period Category Service Level Timescales Service Credit Contract Management To provide such documentation and information or explanations as the Customer may reasonable require 100 percent within 14 Days of receipt of request. 0.25% Service Credit gained for each percentage under the specified performance measure Grant the Customer’s internal / external auditors access for the purpose of carrying our an audit on the supply of the Services under the Contract 100 percent access granted. 0.25% Service Credit gained for each percentage under the specified performance measure Attendance at review meetings instigated by the Customer 100 percent attended. 0.25% Service Credit gained for each percentage under the specified performance measure SERVICE LEVELS AND SEVERITY LEVELS Service Level achieved Service Level 6070% 7190% 9195% 96100% 1. Booking service availability 2. Acknowledgement of complaints 3. Make good/resolve the compliant, oversight or omission 4. Assignment/Engagement fulfilment timescales 5. Provision of Temporary work-seekers and/or Work-seekers, as appropriate (fulfilment rate)
6. Compliance with relevant Policy and Legislation 7. Relevant Safeguarding and Employment Checks conducted on Candidates prior to Introduction to the Customer 8. Provision of Temporary work-seeker Assignment Checklist and/or Work-seeker Engagement Checklist 9. Notifying the Hiring Manager where a confirmed booking of the Temporary needs to be cancelled (with or without substitution) [Note: Temporary work-seeker provision only] 11. Submission of a valid invoice 12. Reimbursement of overcharged amounts 13. Transfer to the Customer all Requests for Information it receives 14. Provide a copy of all Information the Customer requires 15. Remedy of the Default to the reasonable satisfaction of the Customer 16. To provide such documentation and information or explanations as the Customer may reasonable require 17. Grant the Customer’s internal / external auditors access for the purpose of carrying our an audit on the supply of the Services under the Contract 18. Attendance at review meetings instigated by the Customer [Guidance Note: Insert the appropriate Service Levels above.]