Service Level Performance Criterion Key Indicator Service Level Performance Measure Service Level Threshold Service Credit for each Service Period Lot 2: Hybrid Mail On Site Solutions: Software Up-Time High up-time of software is critical and represents the amount of time the software and Hybrid Mail solution is fully functional within the maintenance support hours of this Service Level Software and the Hybrid Mail solution up-time must maintain an average of 98% and a minimum of 97% Monitored and reported by the Contracting Body Solution up-time must maintain an average of 97%. [ ] 2% Service Credit gained for each percentage under the specified Service Level Performance Measure Engineer Maintenance Support: Engineer support will be provided as a minimum of 7 working hours between the normal service hours listed: Engineers Support Monday - Friday Standard 09:00 – 17:00 Monitored by the Service Provider(s) and the Contracting Body At 99% at all times [ ] 2% Service Credit gained for each percentage under the specified Service Level Performance Measure Notification of software updates must be provided 48 hours prior to the update taking place. Notification email should be sent by Service Provider(s) to Contracting Body nominated representative. At least 98% of the time. [ ] 2% Service Credit gained for each percentage under the specified Service Level Performance Measure Service Level Performance Criterion Key Indicator Service Performance Measure Service Level Threshold Service Credit for each Service Period Lot 3: Hybrid Mail Off Site Solution Service Provider(s) Property Up Time: Printing and finishing equipment to be available 99% of the time. Data provision confirming printing and output/ At least 99% at all times [ ] 2% Service Credit gained for each percentage under the specified Service Level Performance Measure Relevant routing/data transfer medium (web, software etc) availability. Service Provider(s) to provide data confirming routing availability At least 99% at all times [ ] 2% Service Credit gained for each percentage under the specified Service Level Performance Measure On time delivery to addressee. Measured by timely and accurate delivery 98% of items to be delivered on time [ ] 2% Service Credit gained for each percentage under the specified Service Level Performance Measure Service Level Performance Criterion Key Indicator Service Level Performance Measure Service Level Threshold Service Credit for each Service Period Lot 4: International Mail Services
Criteria No. Criteria Sub-Criteria % Weightings (variance of +/- 10%) A Quality 70% A1 Provision of Goods and/or Services: Demonstrate a good understanding of the Goods and/or Services required to meet the Contracting Body requirements. 0-10% A2 Methodology: e.g. a clear demonstration of how the Goods and/or Services will be fulfilled and delivered. 0-10% A3 Technical assistance: a clear demonstration of the technical assistance that will be provided during implementation 0-5% A4 Implementation plan proposed for delivering the required Goods and/or Services including lead times. 0-10% A5 After sales service – demonstrate a robust after sales support structure is in place. 0-10% A6 Security: demonstrate that all the security requirements of the Contracting Body can be met. 0-10% A7 Environmental characteristics: what support can be offered to help the Contracting Body achieve any environmental considerations? 0-5% A8 Service Levels and Key Performance Indicators (KPIs): demonstrate a commitment to meeting the SLA’s and KPI’s. 0-10% B Price and Charging Structure 30% B1 Cost effectiveness: do the prices demonstrate value for money for your organisation. 0-25% B2 Running costs 0-5% The following scoring will be applied by the evaluator to each question: Evaluation score Question Criteria 4 = 100% Excellent response suggesting the specification will be satisfactorily met in all relevant respects with added value. 3 = 75% Good response suggesting the specification will be satisfactorily met in all relevant respects. 2 = 50% Weak response suggesting there may be shortcomings of a less serious nature in the relevant aspect of service. 1 = 25% Poor or unsatisfactory response showing limited evidence of ability to meet requirement – omissions/weakness in key 0 = 0% No response or totally inadequate. None of the evaluation points have been covered within the response. OR