Module 3 - Attachment 5 (Service Levels)
MODULE 3 - ATTACHMENT 5 (SERVICE LEVELS)
1.
OVERVIEW
General
1.1
This Attachment 5 describes:
1.1.1
the Service Levels that the Contractor must comply with and report against; and
1.1.2
the consequences that apply for the Contractor failing to meet those Service
Levels.
1.2
The parties must comply with the requirements in this Attachment 5 in relation to each
Contract, except to the extent specified in any Contract Order Form.
1.3
The parties must also comply with any performance management framework:
1.3.1
specified in the Contract Order Form; and
1.3.2
included in the Product and Service Catalogue for a Deliverable,
including in relation to measuring and reporting on the Contractor's performance under
any Contract and the application of any remedies (including Service Credits).
2.
METHODOLOGY
2.1
This methodology describes the approach used to define the Service Levels.
2.2
Each Service Level is:
2.2.1
defined in clauses 3.1.1 to 3.1.10 below; and
2.2.2
in the following tabular format:
Description
Metric Definition
Service Coverage
Hours
Measurement Hours
Minimum Service
Level
Target Service Level
Definition of the Service Level
See clause 2.6.
See clause 2.6.
The minimum level of service the Contractor must provide to the Agency.
The target level of service the Contractor should aim to provide to the
Agency.
Module 3 - Attachment 5 (Service Levels)
Measurement Methodology
Measurement point
Identifies where or when the measurement is carried out.
Calculation
How the Service Level is calculated, including calibration of the Service
Level against the scoring scale.
Period of Calculation
The period over which the Service Level is calculated (e.g. Monthly).
Calculation notes
Additional information on what is included or excluded from the
calculation.
Data Source
Identifies the source of the information used to calculate the Service Level
(e.g. named tools or data sources).
Measurement
Identifies whether the Contractor or the Agency is responsible for
responsibility
measuring the Service Level. It is expected that in most cases, the
Contractor will be responsible for measurement.
Reporting Frequency
Details of how often the Service Level is reported.
Special Reporting
Any special reporting requirements for a Service Level. The standard
Requirements
reporting requirements are specified in clause 2.11.
2.3
Each Service Level definition table in clauses 3.1.1 to 3.1.10 contains details of the
measurement methodology for the Service Level. Measurement methodologies may change
over time to reflect changes and innovations in technology, tools and methodologies used for
these purposes or to reflect changes in the Commonwealth’s business objectives. Any such
changes must be agreed by Finance. Any changes that seek to vary the Head Agreement or a
Contract must be dealt with in accordance with the variation procedures in the Head
Agreement.
2.4
If the ‘Minimum Target Service Levels’, the ‘Target Service Levels’, or the ‘Calculation’ in a
Service Level definition table contains more than one set of measures or measurements, then
each of those must be measured and reported as separate Service Levels.
2.5
Service Levels are provided on an end to end basis, and the Contractor is responsible for all
Subcontractors and managed third party activities that impact on the Service Levels.
However, Service Level failures for components of the Service Level beyond the Contractor’s
responsibility will be treated as an excusable event in accordance with clauses 2.12, 2.13, and
2.14.
2.6
The Service Level definition tables include details of ‘Service Coverage Hours’ and
‘Measurement Hours’ (if applicable to the measure). The ‘Service Coverage Hours’ are the
hours or period during which the relevant Deliverables are provided. The ‘Measurement
Hours’ are the hours or period over which the Service Level is measured. In some cases, the
‘Measurement Hours’ will differ to the ‘Service Coverage Hours’.
Module 3 - Attachment 5 (Service Levels)
2.7
If a Service Level includes a percentage, these will be applied as follows:
“X%” means that if the Contractor achieves X% or higher, the Service Level is
met (without further rounding-up of the percentages, except for the rounding-up
referred to below).
2.8
For each Service Level, a conversion of the ‘Target Service Level’ percentage may need to
occur to calculate the number of allowable incidents that can occur without the Contractor
failing the applicable Service Level. If the number of allowable exceptions has a fractional
component, then the number of allowable exceptions will be rounded up to the next highest
whole number. For example:
If the ‘Target Service Level’ is “95%”, and the Contractor has provided the
Deliverable 45 times in a set period, then the “number of allowable exceptions” is
5% of 45 = 2.25, which is rounded up to three (3) allowable exceptions. In this
example the Contractor must meet the Target Service Level 42 times in order to
achieve a pass for this Service Level.
2.9
Time elapsed will be calculated taking into consideration the starting time. For example, if a
Deliverable is requested at 12.30pm on a Friday, and it is to be provided within two Business
Days, then this means that it must be provided by 12.30pm on the following Tuesday (unless
the Monday is not a Business Day, in which case two Business Days means by 12.30pm on
the following Wednesday.)
2.10
References in this Attachment 5 to Business Days, Business Hours or other times refer to the
time at the place where the applicable Service is performed by the Contractor. For example,
if:
2.11
2.10.1
on-site break/fix services are provided by the Contractor personnel in Perth, the
break/fix scheduled hours are references to Perth time;
2.10.2
Helpdesk services are provided from the Helpdesk located in Sydney, the
Helpdesk scheduled hours are references to Sydney time.
Performance reports are to be delivered to the specified recipient within 10 Business Days of
the end of each Month or as agreed with the Agency. At a minimum, such reports must
include:
2.11.1
graphical depictions and written details of the Contractor’s performance against
agreed Service Levels relevant to the previous month or period, unless the
Service Level is to be reported on an exception basis only in which case the
report should include only exception reporting information;
2.11.2
comparison of that performance to performances in previous months and relevant
trend analysis;
2.11.3
summary by cause code (based on the Contractor standard cause categories, e.g.
hardware failure, Software error, network failure) for any incidents occurring
during the month;
2.11.4
action plans for rectifying any failure to meet Service Levels;
2.11.5
details of preventative action proposed to minimise the re-occurrence of the
failure; and
Module 3 - Attachment 5 (Service Levels)
2.11.6
2.12
2.13
any other special reporting requirements set out by individual Agencies in the
Contract.
Subject to clause 2.5, a failure or delay to meet a Service Level will not be taken into account
in measuring the Contractor’s performance against the Service Level to the extent that such
failure or delay is caused by any:
2.12.1
defect, error or malfunction in any item of hardware or Software which the
Contract specifies is not the responsibility of the Contractor; or
2.12.2
other failure or delay beyond the reasonable control of the Contractor (beyond
reasonable control being determined by the Agency).
Without limiting any other reason, a failure or delay to meet a Service Level will not be
regarded as beyond the reasonable control of the Contractor if the failure or delay could have
been:
2.13.1
prevented by the Contractor by adopting reasonable business continuity practices
(including industry standard redundancy, regular preventative maintenance,
capacity planning, regular backups and off-site tape storage, uninterrupted power
supplies); or
2.13.2
circumvented by using alternative sources, workarounds or other means.
2.14
If the Contractor is seeking to rely on the excusable events set out in clause 2.12, then it must
promptly advise the Agency by notice of the details of the relevant event in its performance
report. If the Agency agrees the event has impacted upon the Contractor’s performance, the
time permissible for correcting an incident or outage is extended only by the length of the
delay or to the extent of the failure as caused by the excusable event.
3.
SERVICE LEVELS
3.1
The Contractor must meet the following Service Levels.
3.1.1
Orders
Description
Metric Definition
Measures the time taken from an Order being submitted by the Agency and
the Order being processed by the Contractor.
Service Coverage
Hours
Measurement Hours
Business Hours
Business Hours
The Contractor must process an
Minimum Service
Order within two Business Days of
Level
submission by the Agency
Representative.
98% within the timeframe.
Module 3 - Attachment 5 (Service Levels)
The Contractor must process an
Target Service Level
Order within two Business Days of
submission by the Agency
100% within the timeframe.
Representative.
Measurement Methodology
Measurement point
Time of Order submission by the Agency Representative; and time an Order
confirmation email has been sent by the Contractor to the Agency
Representative.
Calculation
For each Order by the Agency, the time taken to confirm an Order is
measured as the time between when:
(a) the Order is placed (e.g. via Helpdesk / phone / email or website);
and
(b) a confirmation email has been sent to the Agency Representative.
Service Level performance is calculated as: (the number of Orders that meet
the ‘Minimum Service Level’ divided by the total number of Orders during
the period) x 100.
Period of Calculation
Monthly unless stated otherwise.
Calculation notes
Consumable Orders are not included in the measurement of this Service
Level.
Data Source
Contractor ordering systems
Measurement
The Contractor
responsibility
Reporting Frequency
Reported to the Agency monthly, unless agreed otherwise by the Agency.
Special Reporting
Not applicable
Requirements
Service Credits
Service Credits do not apply with respect to any failure to meet this Service
Level, however the other remedies relating to failures to meet Service Levels
apply.
Module 3 - Attachment 5 (Service Levels)
3.1.2
Product Delivery
Description
Metric Definition
Measures the time taken between the nominated Delivery Date and the actual
Delivery Date.
Service Coverage
Hours
Business Hours
Measurement Hours
Business Hours
Minimum Service
Delivery occurs on the nominated
98% by the nominated Delivery
Level
Delivery Date.
Date.
Delivery occurs on the nominated
100% by the nominated Delivery
Delivery Date.
Date.
Target Service Level
Measurement Methodology
Measurement point
Nominated Delivery Date as specified by the Agency in the Contract; and
time of Delivery confirmation by the Agency Representative.
Calculation
For each Delivery to the Agency, the time taken to deliver the Deliverable is
measured as the time between:
(a) the nominated Delivery date as specified by the Agency in the
Contract; and
(b) the time of Delivery confirmation by the Agency Representative.
Service Level performance is calculated as: (the number of Deliveries that
meet the ‘Minimum Service Level’ divided by the total number of Deliveries
during the period) x 100.
Period of Calculation
Monthly unless stated otherwise.
Calculation notes
Delivery for Consumables is reported against Service Level 3.1.4.
Data Source
Delivery systems
Measurement
The Contractor
responsibility
Reporting Frequency
Reported to the Agency monthly, unless agreed otherwise by the Agency.
Special Reporting
Not applicable
Requirements
Service Credits
Service Credits apply with respect to any failure to meet this Service Level in
Module 3 - Attachment 5 (Service Levels)
accordance with clause 4.
3.1.3
Installation
Description
Metric Definition
Measures the time taken between nominated installation date and actual
installation date for MOMs Products.
Service Coverage
Hours
Business Hours
Measurement Hours
Business Hours
Minimum Service
Installation occurs by the nominated
98% by the nominated installation
Level
installation date.
date.
Installation occurs by the nominated
100% by the nominated installation
installation date.
date.
Target Service Level
Measurement Methodology
Measurement point
Nominated installation date as specified by the Agency in the Contract; and
time the MOMs Product is deemed to be operational.
Calculation
For each MOMs Product installed by the Contractor, the time taken to install
the MOMs Product is measured as the time between:
(a) the nominated installation date as specified by the Agency in the
Contract; and
(b) the time entered on the Acceptance certificate, after the MOMs
Product has been Accepted in accordance with the Head Agreement.
Service Level performance is calculated as: (the number of installations
conducted by the Contractor that meet the ‘Minimum Service Level’ divided
by the total number of installations conducted by the Contractor during the
period) x 100.
Period of Calculation
Monthly unless stated otherwise.
Calculation notes
Installations conducted by the Contractor are included in the measurement of
this Service Level.
Data Source
Installation checklist, maintenance systems
Measurement
The Contractor
responsibility
Module 3 - Attachment 5 (Service Levels)
Reporting Frequency
Reported to the Agency monthly, unless agreed otherwise by the Agency.
Special Reporting
Not applicable
Requirements
Service Credits
Service Credits apply with respect to any failure to meet this Service Level in
accordance with clause 4.
3.1.4
Consumable Delivery
Description
Metric Definition
Delivery time for Consumables.
Service Coverage
Hours
Measurement Hours
Business Hours
Business Hours
Consumables ordered by the Agency
are Delivered within two Business
Days, unless agreed otherwise for
Remote sites.
Minimum Service
If Remote Management and/or a
Level
Valet Service is used - Consumables
ordered by the Contractor are
Delivered within two Business Days,
unless agreed otherwise for Remote
90% within two Business Days
95% within three Business Days
100% within four Business Days
90% within two Business Days
95% within three Business Days
100% within four Business Days
sites.
Consumables ordered by the Agency
95% within two Business Days
are Delivered within two Business
Days.
Target Service Level
100% within three Business Days
If Remote Management and/or a
Valet Service is used - Consumables
95% within two Business Days
ordered by the Contractor will be
100% within three Business Days
Delivered within two Business Days.
Measurement Methodology
Module 3 - Attachment 5 (Service Levels)
Measurement point
From the time either the Helpdesk or website is notified by the Agency
Representative or the Contractor Personnel requesting the provision of
Consumables to the time of Delivery of the Consumables to the Agency site.
Calculation
The time to deliver Consumables is measured as:
(a) the time of notification to the Helpdesk or the Contractor Website for
the provision of Consumables; and
(b) the time of Delivery of the Consumables to the Agency site.
Period of Calculation
The Service Level performance is calculated as: (the number of Consumables
requests whose delivery time meets the ‘Minimum Service Level’, divided by
the total number of requests for Consumables) x 100
Calculation notes
Each individual request for Consumables must be treated separately,
regardless of whether the Contractor bundles the Consumable requests for
Delivery.
Data Source
Inventory systems, Helpdesk, Delivery systems
Measurement
The Contractor
responsibility
Reporting Frequency
Reported to the Agency monthly, unless agreed otherwise by the Agency.
Special Reporting
Not applicable
Requirements
Service Credits
Service Credits apply with respect to any failure to meet this Service Level in
accordance with clause 4.
3.1.5
Return to Service
Description
Metric Definition
Measures the 'Return to Service' times of the MOMs Product.
Service Coverage
Hours
Measurement Hours
Minimum Service
Level
Business Hours
Business Hours
Faulty MOMs Product(s) as
identified by the Agency to
the Contractor's Helpdesk
Module 3 - Attachment 5 (Service Levels)
is returned to full
functionality within:
90% within four Business Hours
Priority Sites
100% within 10 Business Hours.
90% six Business Hours
Metropolitan sites
100% within 15 Business Hours
85% within 10 Business Hours
Regional sites
Remote sites unless agreed
otherwise by the Agency.
100% within 20 Business Hours
85% within 16 Business Hours
100% within 30 Business Hours
Faulty MOMs Product(s) as
identified by the Agency to
the Contractor's Helpdesk
is returned to full
functionality within:
95% within four Business Hours
Priority Sites
Target Service Level
100% within eight Business Hours
95% within six Business Hours
Metropolitan sites
100% within 10 Business hours
95% within 10 Business Hours
Regional sites
100% within 16 Business Hours
95% within 16 Business Hours
Remote sites
100% within 24 Business Hours
Measurement Methodology
Measurement point
Time of Fault notification to the Contractor's Helpdesk; and the time at which
full functionality of the MOMs Product is restored and fully operational
(‘Returned to Service’). Full functionality and fully operational includes the
MOMs Product operating in accordance with its Specifications, including
those in the Statement of Minimum Requirement.
Module 3 - Attachment 5 (Service Levels)
Calculation
For MOMs Product(s) which has been reported as faulty by the Agency,
Return to Service is measured as:
(a) the time a Fault is logged with the Contractor's Helpdesk; and
(b) the time the MOMs Product is restored to full functionality and is
fully operational by the Agency, as noted on the Contractor's
maintenance sheet.
Service Level performance is calculated as: (the number of Fault
rectifications conducted by the Contractor that meet the ‘Minimum Service
Level’ divided by the total number of Fault rectifications conducted by the
Contractor during the period) x 100.
Period of Calculation
Monthly unless stated otherwise.
Calculation notes
Failures and outages are included in the measurement.
The Contractor Helpdesk staff may rectify a Fault over the phone not
requiring a technician on-site. The rectification of Faults that do not require
an onsite technician are not included in the measurement of this Service
Level.
The Contractor may choose to provide back-up MOMs Product(s) to Remote
Agency sites, swapping the MOMs Product and placing it into operation will
be measured as rectification of the Fault. The faulty MOMs Product, once
repaired and fully operational, must be returned into service within a
timeframe that allows continuation of services (as negotiated between the
Agency and the Contractor). The faulty MOMs Product, if unable to be
repaired, must be replaced within a timeframe that allows continuation of
services.
Data Source
Helpdesk, Fault management systems, and problem management tools.
Measurement
The Contractor
responsibility
Reporting Frequency
Reported to the Agency monthly, unless agreed otherwise by the Agency.
Special Reporting
Not applicable
Requirements
Service Credits
Service Credits apply with respect to any failure to meet this Service Level in
accordance with clause 4.
3.1.6
Billing and Invoicing
Module 3 - Attachment 5 (Service Levels)
Description
Metric Definition
Measures the time taken to provide accurate Tax Invoices to the Agency
Representative.
Service Coverage
Hours
Measurement Hours
Business Hours
Business Hours
Tax Invoices are received by the
nominated Tax Invoice delivery date.
98% received by the nominated date.
Tax Invoices are received in the
Minimum Service
required format and without errors
Level
(e.g. there are no errors and the
Agency Representative does not have
to seek clarifications and/or
98% are in the required format and
without errors
corrections on the submitted Tax
Invoice).
Tax Invoices are received by the
nominated Tax Invoice delivery date.
100% received by the nominated date
Tax Invoices are received in the
required format and without errors
Target Service Level
(e.g. there are no errors and the
Agency Representative does not have
to seek clarifications and/or
100% are in the required format and
without errors
corrections on the submitted Tax
Invoice).
Measurement Methodology
Measurement point
Calculation
(a) The time between the nominated delivery date for the Tax Invoice;
and the time of receipt of a correctly rendered, accurate Tax Invoice
to the Agency Representative, via email or otherwise in accordance
with the Head Agreement or Contract.
(b) The number of times the Agency requires a Tax Invoice to be
resubmitted due to errors and the subsequent delay to the
achievement of item (a).
For each Tax Invoice sent to the Agency, the time taken to deliver Tax
Invoices is measured as the time between:
Module 3 - Attachment 5 (Service Levels)
(a) the nominated Tax Invoice delivery date as specified in the Contract;
and
(b) the time a correctly rendered and accurate Tax Invoice is received by
the Agency Representative.
Service Level performance for the receipt of Tax Invoices is calculated as:
(the number of Tax Invoices received by the Agency that meet the ‘Minimum
Service Level’ divided by the total number of Tax Invoices issued to the
Agency during the period) x 100.
Service Level performance for the accuracy of Tax Invoices is calculated as:
(the number of Tax Invoices received in the required format and without
errors which require correction or resubmission by the Agency divided by the
total number of Tax Invoices issued by the Contractor during a period) x 100
Period of Calculation
Monthly unless stated otherwise.
Calculation notes
All Tax Invoices are included in the measurement of this Service Level,
consolidated Tax Invoices are considered one invoice for the purposes of this
Service Level calculation.
Data Source
Sales systems, reporting systems, invoice systems.
Measurement
The Contractor
responsibility
Reporting Frequency
Reported to the Agency monthly, unless agreed otherwise by the Agency.
Special Reporting
Not applicable
Requirements
Service Credits
Service Credits apply with respect to any failure to meet this Service Level in
accordance with clause 4.
3.1.7
Reporting
Description
Metric Definition
Measures the time taken to provide reports to the Finance Representative the
Agency as set out in the Head Agreement and the Contract and the accuracy
of those reports
Service Coverage
Hours
Measurement Hours
Business Hours
Business Hours
Module 3 - Attachment 5 (Service Levels)
The Contractor provides the Finance
98% of reports are delivered by the
Representative with the reports
required date.
required to be provided to Finance or
the Finance Representative by the
100% of reports are delivered within
date the report is due. The Agency
3 Business Days of the date on which
will nominate the reporting
the report is due.
requirements and delivery dates for
Agency Reports in the Contract.
98% of reports delivered are
The Contractor provides accurate
reports that meet the requirements for
the delivered reports and are without
errors.
consistent with the required reporting
requirements and are without errors
(e.g. the Finance Representative or
the Agency does not have to seek
Minimum Service
clarifications and/or corrections on
Level
the submitted report).
The Contractor provides the Agency
Representative with the reports
98% of reports are delivered by the
required date
required to be provided to the
100% of reports are delivered within
Agency or the Agency
3 Business Days of the date on which
Representative
the report is due.
98% of reports delivered are
The Contractor provides accurate
reports that meet the requirements for
the delivered reports and are without
errors.
consistent with the required reporting
requirements and are without errors
(e.g. the Agency Representative or
the Agency does not have to seek
clarifications and/or corrections on
the submitted report).
For both Finance and the Agency,
delivery of the report occurs on the
Target Service Level
date the report is required.
100% of reports are delivered by the
required date.
For both Finance and the Agency, the
100% of reports are delivered are
Contractor provides accurate reports
consistent with the required reporting
Module 3 - Attachment 5 (Service Levels)
that meet the requirements for the
templates and are without errors.
delivered reports and are without
errors.
Measurement Methodology
Measurement point
Calculation
(a) The time between the required report delivery date; and the time of
delivery of a correct, accurate report to the Finance or Agency
Representative (as relevant), via email or otherwise in accordance
with the Head Agreement or Contract.
(b) The number of times the Finance Representative and/or Agency
requires a report to be resubmitted due to errors and/or lack of clarity
and the subsequent delay to the achievement of item (a).
For each report sent to Finance or the Agency (as relevant), the time taken to
deliver reports is measured as the time between:
(a) the required report delivery date as specified in the Head Agreement
or Contract (as relevant); and
(b) the time a correct report is delivered to Finance Representative or the
Agency Representative (as relevant).
Service Level performance is calculated as: (the number of report deliveries
that meet the ‘Minimum Service Level’ divided by the total number of
reports required to be delivered by the Contractor during the period) x 100.
Service Level performance for the accuracy of reports is calculated as: (the
number of reports received that meet the requirements for that report and
without errors which require correction or resubmission by Finance or the
Agency divided by the total number of reports required to be delivered by the
Contractor during a period) x 100
Period of Calculation
Monthly unless stated otherwise.
Calculation notes
All reports are included in the measurement of this Service Level,
consolidated reports will be considered one report for the purposes of this
Service Level calculation.
Data Source
Sales systems, reporting systems, delivery systems
Measurement
The Contractor
responsibility
Reporting Frequency
Reported to the Finance Representative as agreed in the Module 3 or the
Agency Representative as agreed in the Contract (as relevant).
Special Reporting
Not applicable
Module 3 - Attachment 5 (Service Levels)
Requirements
Service Credits
Service Credits apply with respect to any failure to meet this Service Level in
accordance with clause 4. However, Service Credits only apply with respect
to reports required to be provided to the Agency.
3.1.8
Availability of MOMs Products
Description
Metric Definition
The availability and reliability of the MOMs Products.
Service Coverage
Hours
24 x 7
Measurement Hours
24 x 7
Minimum Service
Each MOMs Product is available for
Level
use by the Agency.
Target Service Level
Each MOMs Product is available for
use by the Agency.
No more than three (3) Faults per
month that prevent the use of that
MOMs Product by the Agency
No more than one (1) Fault per
month that prevent the use of that
MOMs Product by the Agency
Measurement Methodology
Measurement point
The Faults notified to the Contractor by the Agency or identified by the
Contractor
Calculation
The number of Faults is the number of Faults notified to the Contractor by the
Agency or identified by the Contractor for each MOMS Product.
The number of Faults for each MOMs Product notified to the Contractor by
the Agency or identified by the Contractor in that month divided by the total
number of Faults for all MOMs Products in that month (for products supplied
by the Contractor to the Agency under the Contract).
Period of Calculation
Monthly unless stated otherwise.
Calculation notes
Helpdesk, Fault management systems, and problem management tools.
Module 3 - Attachment 5 (Service Levels)
Data Source
Failures and outages are included in the measurement.
Measurement
The Contractor
responsibility
Reporting Frequency
Reported to the Agency monthly, unless agreed otherwise by the Agency.
Special Reporting
Not applicable
Requirements
Service Credits
Service Credits apply with respect to any failure to meet this Service Level in
accordance with clause 4.
3.1.9
Agency Satisfaction
Description
Metric Definition
The Agency is satisfied with the performance of the Contractor under the
Contract.
Service Coverage
Hours
Measurement Hours
24 x 7
24 x 7
The Contractor achieves an average satisfaction score equal to, or greater
than, three where:
Minimum Service
(a)
(b)
(c)
(d)
(e)
Level
Score 1: Very dissatisfied
Score 2: Dissatisfied
Score 3: Neutral
Score 4: Satisfied
Score 5: Very Satisfied
The Contractor achieves an average satisfaction score of score equal to, or
greater than, four where:
(a)
(b)
(c)
(d)
(e)
Target Service Level
Score 1: Very dissatisfied
Score 2: Dissatisfied
Score 3: Neutral
Score 4: Satisfied
Score 5: Very Satisfied
Measurement Methodology
Measurement point
The level of satisfaction will be determined by the Agency, as and when
required by the Agency. This may be based on, but is not limited to, the
Agency surveying a sample set of end users about the performance of the
Module 3 - Attachment 5 (Service Levels)
Contractor or the Deliverables. The survey questions will be designed by the
Agency, but the Contractor must have an opportunity to make comments on
the questions before they are used to measure the level of satisfaction, and the
Agency must take any such comments by the Contractor into account .
Calculation
The average satisfaction score will be the score determined by the Agency
(any may be the mean score from each survey identified in the Measurement
Point).
Period of Calculation
Every six months unless stated otherwise in a Contract.
Calculation notes
The Agency will use reasonable endeavours to ensure that the method for
calculating Agency satisfaction is conducted in an appropriate manner.
An Agency may collect satisfaction data at its discretion and in relation to the
whole or part of the Contractor's performance as required by the Agency from
time to time.
Data Source
Surveys conducted by the Agency, as determined by the Agency
Measurement
Agencies (but the Contractor must report on its performance against this
responsibility
Service Level)
Reporting Frequency
Reported to the Agency Representative every six months unless stated
otherwise in a Contract.
Special Reporting
Not applicable
Requirements
Service Credits
Service Credits apply with respect to any failure to meet this Service Level in
accordance with clause 4.
3.1.10
Helpdesk Quality
Description
Metric Definition
The Helpdesk provides a responsive and high quality service to Agency end
users.
Service Coverage
Hours
24 x 7
Measurement Hours
24 x 7
Minimum Service
The Contractor achieves an average satisfaction score equal to, or greater
Module 3 - Attachment 5 (Service Levels)
Level
than, three, where:
(a)
(b)
(c)
(d)
(e)
Score 1: Very dissatisfied
Score 2: Dissatisfied
Score 3: Neutral
Score 4: Satisfied
Score 5: Very Satisfied
The Contractor achieves an average satisfaction score equal to, or greater
than, four where:
(a)
(b)
(c)
(d)
(e)
Target Service Level
Score 1: Very dissatisfied
Score 2: Dissatisfied
Score 3: Neutral
Score 4: Satisfied
Score 5: Very Satisfied
Measurement Methodology
Measurement point
The level of satisfaction will be determined by the Agency and may be based
on surveying a sample set of end users. The survey questions will be designed
by the Agency, but the Contractor must have an opportunity to make
comments on the questions before they are used to measure the level of
satisfaction, and the Agency must take any such comments by the Contractor
into account.
Calculation
The average satisfaction score will be the score determined by the Agency
(any may be the mean score from each survey identified in the Measurement
Point).
Period of Calculation
Every six months unless stated otherwise in a Contract.
Calculation notes
The Agency will use reasonable endeavours to ensure that the method for
calculating Agency satisfaction is conducted in an appropriate manner.
Data Source
Surveys conducted by the Agency or such other data sources, as determined
by the Agency
Measurement
Agencies (but the Contractor must report on its performance against this
responsibility
Service Level)
Reporting Frequency
Reported to the Finance Representative and the Agency Representative every
six months unless stated otherwise in a Contract.
Special Reporting
Requirements
Not applicable
Module 3 - Attachment 5 (Service Levels)
Service Credits
Service Credits apply with respect to any failure to meet this Service Level in
accordance with clause 4.
4.
CONSEQUENCES FOR FAILING TO MEET THE SERVICE LEVELS
4.1
This section describes the consequences for failing to meet the Service Levels.
4.2
If the Contract or the Product and Services Catalogue include additional consequences for
failing to meet the Service Levels, then those consequences will apply in addition to those set
out below.
4.3
If the Contractor fails to meet a Service Level, then the Agency may determine that the
application of any consequences specified in this Attachment 5:
4.3.1
will apply; or
4.3.2
will not apply.
4.4
Should an Agency determine that 4.3.1 will apply, the Agency must advise Finance of its
intentions.
4.5
An Agency's rights under this Attachment 5 are cumulative. Temporary deferral of any
remedy does not constitute a waiver of the right to the remedy.
4.6
If a failure to meet more than one Service Level is due to a single event, the Agency will take
this into account in the application of any Service Credit or other remedy and may elect,
acting reasonably, not to apply multiple Service Credits or remedies in respect of that event
(or to reduce the extent to which the Service Level or remedy applies).
Individual Service Level Failure
4.7
An “Individual Service Level Failure” occurs when a Service Level is not met on any single
occasion.
4.8
A Service Credit will apply to an Individual Service Level Failure.
Material Failure
4.9
A “Material Failure” occurs if the Contractor exceeds the number of Individual Service Level
Failures applicable to a Service Level, by more than 15%.
4.10
If a Material Failure occurs, the relevant Service Credit will apply to each Individual Service
Level Failure comprising that Material Failure.
4.11
For example, if:
4.11.1
ten occasions of Individual Service Level Failure in a month constitute a Material
Failure; and
4.11.2
12 Individual Service Level Failures occur in respect of that Service Level in a
month,
Module 3 - Attachment 5 (Service Levels)
the Service Credit applicable for the Material Failure would apply for each of the 12
occurrences of the Individual Service Level Failure.
5.
REPETITIVE SERVICE LEVEL FAILURE
5.1
A “Repetitive Service Level Failure” occurs if:
5.2
5.1.1
a failure of an Individual Service Level occurs three or more times in separate
months, in any rolling six month period, or in any part of such a period;
5.1.2
a Material Failure of the same Service Level occurs two or more times in any
rolling six month period, or in any part of such a period; or
5.1.3
a failure of any six or more different Service Levels occurs in any rolling six
month period.
For example, if:
5.2.1
an Individual Service Level Failure of the same Service Level occurs in April,
May and again in September; or
5.2.2
a Material Failure occurs in May and in July,
then a Repetitive Service Level Failure would apply.
5.3
For the avoidance of doubt, the Repetitive Failure Remedy applies in addition to any other
applicable remedy that applies under the Head Agreement of Contract.
6.
CALCULATION OF SERVICE CREDITS
6.1
Except to the extent specified in the Contract Order Form, the method for calculating a
Service Credit is set out below:
Individual Service Level Failure
(i) for each Individual Service Level Failure, a Service Credit of 1% of the total average
monthly Charges for the Contract is incurred for each failure, up to a maximum of
10% of the total monthly Charges;
Material Failure
(ii) for each Material Service Level Failure, a Service Credit of 3% of the total average
monthly Charges for the Contract is incurred for each failure, up to a maximum of
15% of the total monthly Charges;
Repetitive Failure
(iii) for each Repetitive Service Level Failure, a Service Credit of 5% of the total average
monthly Charges for the Contract is incurred for each failure, up to a maximum of
20% of the total Contract value; and
7.
MAXIMUM CAP
Module 3 - Attachment 5 (Service Levels)
7.1
Unless otherwise specified in the Contract Order Form, the maximum Service Credits which
are payable under a Contract is capped at 20% of the total Charges payable under the
Contract.
7.2
For the purpose of Service Credits arising under the Contract, the Agency will calculate the
amount due as a reduction or credit based on measurement of the Contractor's performance
under the Contract and the method referred to in clause 6.1.
8.
CALCULATION OF MONTHLY CHARGES
8.1
For the purposes of clause 6.1, the total average monthly Charges for a Contract is calculated
as the total Charges payable under the Contract, divided by the number of months in the term
of the Contract.
9.
CONSISTENT FAILURE TO PERFORM
9.1
If the Contractor, in the reasonable opinion of Finance or an Agency, repeatedly or
consistently fails to meet any one or more Service Levels under any one or more Contracts,
Finance or the Agency may (as applicable) require the Contractor to investigate the
underlying causes of the failure(s) in which case the Contractor must:
9.2
9.1.1
promptly prepare and deliver to Finance or the Agency (as applicable) a report
identifying the underlying causes and the steps the Contractor will take to
eliminate those underlying causes and to mitigate any future failures;
9.1.2
regularly provide updates to Finance or the Agency (as applicable), including on
request by Finance or the Agency, on the steps being taken to prevent future
failures and the Contractor must promptly provide this information; and
9.1.3
attend any required meetings with Finance of the Agency (as applicable) to
discuss the Contractor's performance and the steps the Contractor is or will take
to improve its performance.
Nothing in this Attachment 5 limits the rights of Finance or an Agency under the Head
Agreement or Contract (including Finance's right to suspend a Module).