Schedule 3
Services
1 Account Management
1.1 Framework Agreement
(a) The Supplier shall provide a dedicated Contract Management team with sufficient capacity to manage the Framework and call off contract to the full satisfaction of the Authority. These roles and responsibilities are detailed in schedule 12 (Governance). (b) The Supplier shall manage the Service as a coherent, single entity, joining together
the elements of Service Desk, Device or Software Application, Network, Training, Service Maintenance and ARC.
1.2 Call off Contract level
(a) The Supplier shall provide an account management structure that shall be responsible for delivering front-line relationship management to Customers and Authorised Customer Representatives.
(b) Each Customer shall be allocated a named Supplier account manager, who shall be responsible for liaising with the Authorised Customer Representative.
(c) The Supplier account manager shall ensure the rapid resolution of any issues raised by the Customer or Authorised Customer Representative and provide accurate and timely Management Information and manage the implementation/mobilisation of all Devices or Software Applications for that Customer.
(d) The Supplier account manager shall be responsible for acting as the single point of contact for all Customer issues and coordinating all internal Supplier teams (Training, Service Desk, ARC, and Service Maintenance).
(e) The Supplier account manager shall be available for regular meetings with each Customer. These meetings shall be agreed between the Supplier and the Customer according to the Customer‟s needs, but shall be at least monthly initially, in accordance with the schedule 12 (Governance).
(f) The Supplier shall provide each Supplier account manager with a mobile telephone and e-mail address to enable Customers to contact them directly.
(g) The Supplier shall ensure that each Supplier account manager is appropriately trained. This shall include internal training and NHS induction training, followed by annual ongoing training.
(h) Supplier account managers shall report to a senior national manager. 1.3 Supplier account managers shall be responsible for:
(b) Customer relationship management;
(c) Management Information requirements and reviews; (d) Identify and arrange ongoing training needs;
(e) Provide best practice advice on implementation and good usage;
(f) Manage deployment and redeployment of Devices or Software Applications; (g) Conduct incident and alert reviews;
(h) Manage invoice details;
(i) Oversee resolution of any issues;
(j) Support any specific marketing tasks identified; and
(k) Support the Customer in the delivery and good usage of the service.
2 Management Fee
2.1 The Supplier shall pay a management fee of 2% to the Authority.
2.2 This management fee shall be 2% of the total monthly invoice fees arising from all Contracts spend.
2.3 The 2% fee is intended to cover the support of the Service provided by the Authority which includes legal fees, staffing and associated costs.
2.4 Within 8 Working Days at the end of each month, the Supplier will submit a summary statement to the Authority of invoices raised to all Customers in aggregate, stating the total amount of the fee payable to the Authority for that period.
2.5 The management fee will be claimed periodically at the discretion of the Authority, no more than twice per year, and shall be payable by the Supplier within 90 days.
2.6 The Supplier will submit fees to the Authority in accordance with the invoice. 3 Service Levels and Service Credits
(b) The Supplier will be required to design, deliver and implement a rectification plan outlining the reason for the failure, analysis of the causes of the failure, actions required to restore the Service Level, timeline for the implementation of the plan, including the expected date by which the Service Level will be restored, resources needed to complete the plan, any dependencies outside the control of the Supplier having a direct impact on delivery of the plan, key risks and issues.
(c) It will be the responsibility of the Supplier to demonstrate that the scope of the plan is sufficient to deliver the expected output (the “Rectification Plan”).
3.3 The table set out in paragraph 5 below, sets out the Service Levels and Service Credits applicable to the Services covered by this Agreement.
3.4 The Supplier‟s performance against Service Levels will be calculated and reported through the Management Information process detailed in schedule 7 (Management Information). 3.5 Supplier Service Level performance is being measured against the Services being provided
across all Contracts nationally.
3.6 Service Levels will be reported, managed and calculated at the Agreement level on a monthly basis unless stated otherwise in the table (the “Measurement Period”).
3.7 Where Service Levels fall below the Minimum Service Level, the Supplier shall provide Service Credits to all Customers with Contracts within that given Measurement Period, and calculated as a cash amount on a pro rated basis dependant on the number of Users that received Services in that Measurement Period.
4 Service Credits Mechanism
4.1 Where Service Credits are due these shall be payable to Customers by means of a credit on the Customer's next monthly invoice.
4.2 There are a total of 800 points available for distribution across all Service Levels (the "Allocated Points”). Each Service Level has a number of Allocated Points attributed to it which will accrue where the actual Supplier performance is below the Minimum Service Level. The Allocated Points accrue as described below. An accrual multiplier operates once a Minimum Service Level has been breached, by reference to the Supplier's actual performance.
4.3 The Service Level mechanism will apply to all Service Levels detailed in the table below and will be applied as follows:
(a) Each Service Level has a number of Allocated Points attributed to it, as demonstrated in the Allocated Points column.
(b) The first Service Credit applies when the actual Service Level percentage falls below the Minimum Service Level by the accrual multiplier percentage e.g. if Minimum Service Level is 100% and accrual multiplier for that Service Level is 1% then if the Suppliers performance for that Service Level is 99.0% or lower then a Service Credit will be payable.
(c) If the Minimum Service Level is 100%, the accrual multiplier is 1% and the Suppliers actual Service Level is 98%, then the service is 2.0% below the Minimum Service Level. If the accrual multiplier is 1% then the Allocated Points will be doubled for that Service Level.
(d) The Supplier shall report Service Level performance to one decimal place and mathematical rounding shall apply, that is, the Supplier rounds the second decimal place so that any figure up to 0.5 is rounded down and any figure from 0.5 and above is rounded up.
(e) For the avoidance of doubt, the maximum number of points that can be converted to Service Credits in any one month is 800, even if the number of points exceeds 800. 4.4 At the end of each Month the accrued number of Allocated Points will be converted into
Service Credits. Each Allocated Point is worth the Total At Risk amount divided by 800. 4.5 The Total „at risk‟ amount = 10% of the total Charges invoiced in the given calendar month of
measurement.
4.6 Twice per Year the Authority has the right to request of the Supplier that up to two Service Levels be changed, with not less than two (2) months written notice. The Service Levels shall be amended according to the procedures outlined in schedule 8 (Agreement Change Procedure).
4.7 Twice per Year the Authority may request of the Supplier to adjust the Allocated Points across the Service Levels. The Service Levels, shall be amended according to the procedures outlined in schedule 8 (Agreement Change Procedure).
4.8 For all Service Levels that are designated a Default Service Level the Authority shall have the right to terminate the Agreement for Supplier breach pursuant to clause 16.5(f) when the Supplier fails to meet any Default Service Level on three occasions within any consecutive 12 month period. For the avoidance of doubt, each occasion that the Supplier fails to meet a Default Service Level shall be classified as one instance. Any combination of three Default Service Levels will result in the ability of the Authority to terminate the Agreement for Supplier breach.
4.9 With respect to the Default Service Level, any references to percentage amounts below the Minimum Service Level refer to absolute percentages (e.g. 2% below 98% is 96%).
R e f
SL Title Commentary Minimum
SL Accr ual Multi plier Allocate d Points Default Service Level 1) Availability a S e rv ic e D e s k A v a il a bi li ty
Measures the time the Supplier‟s Service Desk is available (required opening hours being 6am to 8pm Monday to Friday, excluding weekends and Bank Holidays)
Available in this regard means that Supplier Personnel are available to answer the telephone or deal with other forms of communication.
99% 0.5% Level 1; 60 2% b A R C A v a il a bi li ty
Measures the time the Supplier‟s ARC is available (ARC Services should be available 24 x 7 x 365).
Available in this regard means that Supplier Personnel are available to deal with Red Alerts, Amber Alerts or undertake their other duties e.g. quality checks. 99% 0.25 % Level 1; 100 2% c N e twork
s Applicable to Devices only. Measures the Availability of the GSM network
nationwide across the Services.
99% 1% Level 1; 90 3% d W e bsite a nd W e b P ort a
l Measures the time the website and web portal facility is available. Should be available 24 hours a day
99% 1% Level 1; 20 3% 2) Service Desk a C a ll s A nsw e r Ti m e li nes s : W it hi n 3 0 s e c onds
Measures the percentage of telephone calls answered by Supplier Personnel within the Service Desk within the allowable time period. Calls into the Service Desk to be answered within 30 seconds. This time frame includes any
recorded message providing information to the caller. 97% 1% Level 1;
40 3% b C a ll s A nsw e r Ti m e li nes s : W it hi n 7 5 s e c onds
Measures the percentage of telephone calls answered by Supplier Personnel within the Service Desk within the allowable time period. Calls into the Service Desk to be answered within 75 seconds. This time frame includes any recorded message providing information to the caller.
100% Not applic able Level 2; No Service Credits. 3% c Orde r Fu lf il m e nt
Based on the agreed Delivery Date between the Customer and Supplier, this measures the order fulfilment timescale as to when the User actually receives the Device/Software Application and training.
In 95% of all cases the User shall have received the configured Device and have been trained by the agreed delivery date.
% 100 Re Period t Measuremen the in Delivered be to Due was Training and Device Configured that agreed had Supplier and Customer where Cases of Number Period t Measuremen the in Date Delivery Agreed to User by ceived Training and Device Configured where Cases Of Number 95 1% Level 1, 50 4%
R e f
SL Title Commentary Minimum
SL Accr ual Multi plier Allocate d Points Default Service Level d Im m e d ia te C a ll R e s o lut ion
Measures the ability of Service Desk to achieve call resolution when the User first contacts the Service Desk.
A further review of this SLA will take place after 12 months.
40% from Month 1 of date of signing 50% from Month 1 of date of signing 65% from Month 1 of date of signing Not Applic able Level 2; No Service Credits. No e C om m un ic a ti ons R e s ol v e d W it hi n 1 Wo rk ing D a y
Measures the time taken to resolve all communications (including fax, email, web portal request, letters, calls, complaints etc) raised with the Service Desk. This measure is to include those calls not resolved during initial contact as detailed in Service Desk 3d above, but to exclude those cases resolved within
the Minimum Service Level specified in Service Desk 3d above. 95% 1% Level 1;
40 10% f R e m a in ing C om m un ic a ti ons R e s ol v e d W it hi n 1 -3 work ing day s
In the event that the Supplier cannot resolve a communication (including fax, email, web portal request, letters, calls, complaints etc) raised with the Service Desk within 1 Working Day (the timescales detailed in Service Desk e.), this metric will measure the time taken to resolve outstanding cases within 2 Working Days. 100% 1% Level 1; 30 No g N ot if ic a ti on of a S e rv ic e I nci dent
Measures the time taken for the Supplier to notify Customers/Users/Authorised Customer Representatives of Service Incidents (Network down, ARC down etc). The Supplier should notify Customers/Users/Authorised Customer Representatives via SMS of a Service Incident within 8 minutes of it being known, followed by updates via email until Service Incident resolved in all cases.
99%
0.5% Level 1;
30 No
3) Alarm Receiving Centre (ARC)
a R e s ponse t o R e d A le rt s : 1 0 S e c onds
Measures the time taken for an ARC Supplier Personnel to listen into a Red Alert
98.5% 0.5% Level 1;
100 1%
R e f
SL Title Commentary Minimum
SL Accr ual Multi plier Allocate d Points Default Service Level d N ot if ic a ti on i n 2 5 Mi nute s of Ge nui ne A la rm
In the event that the ARC fails to notify the Authorised Customer
Representative within 15 minutes of the Genuine Alarm being completed the supplier must notify them within 25 minutes
100% NA Level 2; No Service Credits 3% e False A le rt C losure
Measures the telephone contact with Users or Escalation Contact to confirm close down within 2 hours of the False Alert being completed.
97% 1% Level 1;
20 5%
4) Devices and Software Applications
a D e v ic e & S of twa re A ppl ic a ti on Fai lure (1 D a y )
Measures how quickly requests for replacement Devices or Software Application re-installations are actioned and Device or Software Application is replaced. Replaced means dispatched for receipt by User or re-installed on
Users Agreed Handset within 1 Working Day. 90%
within 1 Working Day 2% Level 1; 70 No b D e v ic e & S of twa re A ppl ic a ti on Fai lure ( 2 D a y s )
Measures how quickly Requests for replacement Devices or Software Application re-installations are actioned and Device or Software Application is replaced. Replaced means dispatched for receipt by User or re-installed on Users Agreed Handset within 2 Working Days.
100% within 2 Working Days -N/A Level 2; No Service Credits 5% C Ov e ra ll D e v ic e & S of twa re A ppl ic a ti on Fail ure
Measures the number of faulty Devices that require replacement or faulty Software Applications that require re-installation. This measurement includes
battery failures or software failures Shall not
exceed 5% Not Applic able Level 2; No Service Credits No 5) Training a D e v ic e or S of twa re A ppl ic a ti on a v a il a b le f or Tra inee
Measures that the Device is specifically configured to the User, or the Software Application is uploaded onto the Users Agreed Handset and is available for the User to operate at their training event (excludes pooled Device Users). Note; test Devices are not classified as meeting the criteria in that they are not specifically configured for the User, unless used in training sessions for pooled
Device Users. 98% Not Applic able Level 2; No Service Credits. No
R e f
SL Title Commentary Minimum
SL Accr ual Multi plier Allocate d Points Default Service Level b Fac e t o Fac e Tra ini n g R a ti o
Measures the percentage of face to face initial training interventions compared to other types of initial training/webex. Note; an initial training intervention is the first training session that a User must undertake in order that they can be certified as having the required skills to successfully operate the Device. Each User is calculated separately irrespective of the number of Users attending the session.
If other training ratio is materially higher than that costed the Authority will require the Supplier to re-baseline the Maximum Charges to account for reduced Supplier personnel numbers involved in training interventions.
95% Not Applic able Level 2; No Service Credits. No 6) Reporting a R e port ing C om p le te n e s s ( 1 0 D a y s )
Measures the provision of accurate reporting to agreed timelines
98% 2% Level 1; 70 No
Total Allocated Points = 800
Appendix C – Worked Service Credit Example
The following provides a worked example of how the above Service Level and Service Credit process is intended to operate.
Example A: Service Level 1A Service Desk Availability
Assumed at Risk Amount % 5%
Supplier Actual SLA for Measurement Period 97%
Authority Required SLA 100%
Authority Accrual Multiplier 0.5%
Authority Allocated Points 60
Step 1: Required SLA - Actual SLA 100 - 97 = 3% (Difference) Step 2: Percentage Difference / Accrual Multiplier 3 / 0.5 = 6 (Total Accrual) Step 3: Total Accrual x Allocated Points 6 x 60 = 360 (Points Due)
6 Business Continuity and Disaster Recovery
6.1 The Supplier shall ensure that the Services as a whole including, in particular the Alarm Receiving Centre, will continue to be available to Customers in the event of unforeseen or unplanned circumstances.
6.2 The Supplier shall notify Customers, Users and Authorised Customer Representatives of any service disruption within 2 Working Hours, via SMS or email, including a clear indication of the estimated time of the Service disruption.
6.3 An incident is any occurrence that takes place, which may or may not impact business operations, that is not a usual or normal occurrence. An incident can be hardware or software related or may affect the building and or personnel and is not a „business as usual‟ (BAU) event.
6.4 The Supplier shall have appropriate escalation procedures in place should any incident arise.
6.5 In the event of an incident of such a magnitude that Services can no longer be delivered from the Supplier primary site, such as a severe fire, aircraft impact or a total loss of communications which completely disables the primary site, Service shall be moved to the Disaster Recovery (DR) site. The site shall have all the facilities necessary to accommodate the Supplier Personnel to either co-locate the operation from, or to relocate to, in the event of a catastrophic disaster.
6.6 In the event that DR is invoked and personnel on shift are indisposed due to circumstances outside the Supplier‟s control, replacement personnel shall be provided.
6.7 The Supplier shall maintain a replicated system, at the Disaster Recover site, that will mirror that of the primary site. The replicated system shall:
(a) Handle lone worker signals in the event of a disaster.
(b) Allow the ARC to continue Service and operation offsite in the event of a catastrophic disaster.
6.8 The Supplier shall test DR procedures on a regular basis and share the results of such tests with the Authority.
Schedule 4
Delays and Implementation
Part 1- Delays
1 Introduction
This schedule 4 sets out the procedure to be followed in the circumstances that there is any delay in the implementation of the Solution.
2 Delays
2.1 If, at any time, the Supplier becomes aware that it will not (or is unlikely to) achieve any Milestone by the Milestone Date it shall immediately notify the Authority of the fact of the Delay and summarise the reasons for it.
2.2 The Supplier shall, as soon as possible and in any event not later than 10 days after the initial notification under paragraph 2.1, give the Authority full details in writing of:
(a) the reasons for the Delay; (b) consequences of the Delay; and
(c) if the Supplier claims that the Delay is due to an Authority Cause, the reason for making that claim.
2.3 Without prejudice to paragraph 3 below and whether the Delay is due to an Authority Cause or not, the Supplier shall deploy all additional resources, and take all reasonable steps to eliminate or mitigate the consequences of the Delay.
2.4 Any disputes about or arising out of Delays shall be resolved through the Dispute Resolution Procedure. Pending the resolution of the Dispute both parties shall continue to work to resolve the causes of, and mitigate the effects of, the Delay.
3 Correction Plan
3.1 The Supplier shall submit a draft Correction Plan where:
3.4 The Authority shall not withhold its approval of a draft Correction Plan unreasonably. If the Authority does not approve the draft Correction Plan it shall inform the Supplier of its reasons and the Supplier shall take those reasons into account in the preparation of a further draft Correction Plan, which shall be resubmitted to the Authority within 5 Working Days of the rejection of the first draft.
3.5 The Supplier shall comply with its Correction Plan following its approval by the Authority. 4 Delays to Milestones
4.1 If a Milestone is not achieved other than as a result of an Authority Cause (in which case paragraph 5 applies), the Supplier shall issue a Non-conformance Report to the Authority setting out reasons for the relevant Milestone not being achieved and the consequential impact on any other Milestones. The Authority will then have the options set out in paragraph 4.2.
4.2 The Authority may at its discretion (without waiving any rights in relation to the other options) choose to:
(a) issue a Milestone Achievement Certificate conditional on the remediation of the non-conformities in accordance with an agreed Correction Plan; and/or
(b) refer the matter to the Escalation Process and if the matter cannot be resolved exercise any right it may have under clause 16 (Termination).
4.3 Where the Authority issues a conditional Milestone Achievement Certificate as specified in paragraph 4.2 (a), it can choose (but does not have to) to revise the failed Milestone Date and any subsequent Milestone Date.
4.4 Any Correction Plan shall be agreed before the issue of a conditional Milestone Achievement Certificate unless the Authority is willing to agree otherwise. In the latter case the Supplier shall submit a Correction Plan for approval by the Authority within 10 Working Days of receipt of the Non-conformance Report.
5 Delays to Milestones Due to Authority Cause
5.1 Without prejudice to paragraph 2.3 and subject to paragraph 4, if the Supplier would have been able to Achieve the Milestone by its Milestone Date but has failed to do so as a result of an Authority Cause the Supplier will have the rights and relief set out in this paragraph 5. 5.2 The Supplier shall:
(a) subject to paragraph 6, be allowed an extension of time equal to the Delay caused by that Authority Cause; and
(b) not be in breach of this Framework Agreement as a result of the failure to achieve the relevant Milestone by its Milestone Date.
(a) consider the duration of the Delay, the nature of the Authority Cause and the effect of the Delay and the Authority Cause on the Supplier's ability to comply with the Implementation Plan;
(b) consult with the Supplier representative in determining the effect of the Delay; (c) fix a revised Milestone Date; and
(d) if appropriate, make any consequential revision to subsequent Milestones in the Implementation Plan.
5.4 Any Change that is required to the Implementation Plan pursuant to paragraph 5.3 or the Charges shall be implemented in accordance with the Contract Change Procedure. If the Supplier's analysis of the effect of the Delay in accordance with paragraph 3.2 permits a number of options, then the Authority shall have the right to select which option shall apply. 5.5 The Authority shall not delay unreasonably when considering and determining the effect of a
Delay under this paragraph 5 or in agreeing a Change pursuant to the Contract Change Procedure.
5.6 The Supplier shall and shall procure that each Sub-Contractor shall take and continue to take all reasonable steps to eliminate or mitigate any losses and/or expenses that it incurs as a result of an Authority Cause.
6 Delays not Due to One Party
6.1 Without prejudice to paragraph 2.3 and subject to paragraph 2.4, where a Delay is attributable in part to an Authority Cause and in part is the responsibility of the Supplier the parties shall negotiate in good faith with a view to agreeing a fair and reasonable apportionment of responsibility for the Delay. If necessary, the parties may escalate the matter in accordance with the Dispute Resolution Procedure.
Part 2- Implementation Plan
7 Introduction
7.1 The Supplier shall ensure that all areas necessary to deliver the Services are approved and in place prior to commencement of the Framework Agreement. This should include all infrastructure, Supplier Personnel, accreditations, sub-contracts and insurances.
Schedule 5
The Maximum Charges
1 Introduction
1.1 This schedule details the agreed pricing model that will apply to the provision of the Services. It outlines individual rates that will be used as a basis for calculating the Supplier‟s Charges for Services as well as creating a basis for calculating the Supplier's pricing for proposed new services. This mechanism shall apply for the term of the Framework Agreement and all related Contracts.
1.2 The Maximum Charges shall be subject to the Maximum Charges Variation Procedure. 2 Definitions
For the purposes of this schedule the following definitions shall apply:
Additional Pooled/Shared User means those Users that share a Device, up to a maximum of 3 Users but excluding the first User (not applicable to Software Applications).
Additional Device Accessories means additional Device accessories which can be purchased by Customers at their additional expense as detailed in this schedule.
Additional Offerings means the additional Devices which can be purchased by Customers at their additional expense as detailed in this schedule.
Additional Reporting Tool means the additional reporting tool which can be purchased by Customers at their additional expense as detailed in this schedule.
Minimum Required Device Mandatory Accessories means the minimum additional components that will be provided to the Customer, as detailed in Schedule 3 (Services), and as are included within the price of the Services.
3 Calculation of Maximum Charges
3.1 The Maximum Charges for the provision of the Services are detailed in Table 1A and 1B below, and this represents an all inclusive price for the Services that are specified in this Agreement and summarised in Appendix D below.
3.2 The Charges for the Services will be dependant on the Term of the Contract and will be as shown in Table 1A and 1B. The Charges are per month and per User, and the rate shown shall apply to the entire duration of the Term of Contract, subject to Maximum Charge Variation Procedure.
3.3 Charges relating to the Services for a Device or Software Application subscription shall commence on the 15th of the Calendar Month within which they are trained, regardless of the date that training was completed. This is provided that the User has received and passed their training and been issued with an active Device or Software Application.
3.4 Maximum charges must reduce as the Term of Contract increases (with the exception of short term contracts) to take into account the reduction of costs.
Table 1A –
Maximum Charges – Price is per New Device
Device
Available Devices, Software Applications & Managed Services/Customer Owned Devices Identicom 870 Identicom 877 Identicom 875 Identicom 870 (body worn Device) Identicom 877 (body worn Device) Identicom 875 (body worn Device) Identicom Mobil
Term Standard GPS Mandown Standard GPS Mandown
1 Year £13.49 £15.69 £13.99 £13.49 £15.69 £13.99 £6.00 2 Year £10.29 £11.49 £10.79 £10.29 £11.49 £10.79 £5.90 3 Year £8.29 £9.68 £8.79 £8.29 £9.68 £8.79 £5.85 4 Year £8.19 £9.49 £8.69 £8.19 £9.49 £8.69 £5.80 5 Year £7.89 £8.89 £8.39 £7.89 £8.89 £8.39 £5.80 Short Term Rental Monthl y Charg e (6-12 month s) £15.49 £17.69 £15.99 £15.49 £17.69 £15.99 n/a Table 1B -
Maximum Charges – Additional Pooled/Shared User for Devices only– One Off Charge – No monthly fee Services as detailed in paragraph 3.5 below
Additional Pooled/Shared Device User Training Charge – Supplier to invoice on receipt of Services
£ 29.65 per additional Pooled/Shared User
3.5 The only items that are separately chargeable under this Agreement are: (a) Additional Device Accessories as detailed in paragraph 4.
(b) Termination assistance in excess of the requirements specified in Part 1 of schedule 16 (Exit Assistance).
where applicable. VAT will be charged and payable at the prevailing rate and shown separately on all invoices.
3.7 In respect of pooled or shared Devices up to a maximum of 3 Users are permitted to share a single Device, and:
(a) The Maximum Charge for the first User will be for a single User for the Contract Term as shown in Table 1A above; and
(b) The Maximum Charges for each Additional Pooled/Shared User will be calculated at the Additional Pooled/Shared User Rate as shown in Table 1B above. No monthly fee for Services shall be payable for Additional Pooled/Shared Users.
3.8 Reallocation of Device or Software Application
A Device of Software Application can be re-allocated from one User to another within a Customer‟s organisation at no additional charge.
4 Additional Offerings
4.1 The Supplier shall provide the following Additional Offerings, at the Maximum Charges stated in Table 2, when requested by the Customer.
Table 2
Additional Offerings
Device
Free issue stock i750 device
User supplied Device &
SIM User supplied Device only
Term Cost per User Per Month (£) Cost per User Per Month (£) Cost per User Per Month (£)
1 Year £7.29 £4.67 £5.87
2 Year £7.29 £4.67 £5.87
3 Year n/a £4.67 £5.87
4 Year n/a £4.67 £5.87
5 Year n/a £4.67 £5.87
5 Additional Reporting Tool
5.1 The Supplier shall provide the following Additional Reporting Tool, at the Maximum Charges stated in Table 3, when requested by the Customer.
Table 3
Additional Reporting Tool
Name Description Purchase Price (£) (exc Vat)
CUBE Microsoft
6 Additional Device Accessories
6.1 The Supplier shall provide the following Additional Device Accessories, at the Maximum Charges stated in Table 4, when requested by the Customer. Additional Device Accessories are on a capital sum basis and become the property of the Customer.
Table 4
Additional Device Accessories
Accessory Device Type Purchase Price (£) (exc
Vat)
EXT1007
7, 8 & 9 seriesIdenticom lanyard (blue)
£3.99EXT1008
7, 8 & 9 seriesIdenticom plastic lapel
clip
£0.49EXT1086
8, 9 series Identicom UK charger £12.00PLA1019
8, 9 series Identicom lanyard plug £0.99EXT1087
8, 9 series Identicom in-car charger £13.99EXT1066
8,9 series Identicom Micro USB charger £5.99EXT1088
8, 9 series Identicom silicon case £13.99EXT1084
8, 9 series Identicom wallet case (3 hole) £19.95EXT1085
8, 9 series Identicom wallet case (1 hole) £19.95
7 Termination Assistance
7.1 Included within the Charges the Supplier shall provide the Termination Assistance as specified in Part 1 of schedule 16 (Exit Assistance).
7.2 If the Authority or Customer require termination assistance in excess of that specified, in line with Part 1 of schedule 16 (Exit Assistance) the Supplier shall provide such assistance, and shall charge on a time and materials basis, using the principles established in paragraph 9. 8 Temporary Suspension (Devices only)
8.1 In the event that the Customer wishes to suspend the Services in respect of a Device User, and does not wish to re-allocate the Device, the Supplier shall suspend charges for Services for the period of the suspension.
Supplier within the first two months of the Contract. Any Charges paid in respect of that User will be re-credited to the Customer. This does not apply to the Software Application where the Network Operator and availability is not the responsibility of the Supplier.
10 Maximum Charges Mechanism
10.1 Where the Supplier is to provide new or additional services the Authority and Supplier shall agree the Maximum Charges payable by reference to the principles underlying in this schedule, and specifically that the contract margin will be no greater than 7%;
10.2 There shall be no margin applied to products and services supplied by the Supplier's Device or Software Application subcontractors.
10.3 In relation to any such new requirement, the Supplier shall provide to the Authority with „open book‟ price visibility.
11 Gainshare
11.1 Subject to the Agreement, particularly clauses 4.5, 4.6 (the Available Services), schedule 10 (Sub-Contractors) and schedule 12 (Governance), if the Supplier decides to adopt new or revised technology, processes or methods of delivery that, in the reasonable opinion of the Supplier, will materially change the way in which Services are supplied, including revised supply chain, revised Device manufacture location, or any other change in the way the Services are supplied, whether or not that change will result in a material cost saving to the Supplier in providing the Services, the Supplier shall promptly notify the Authority and brief the Authority on the economic or business reasons for the change, and the Supplier and the Authority will use their reasonable endeavours to agree change, and the manner in which the Maximum Charges may, if appropriate, be accordingly revised.
12 Marketing and Publicity
The Supplier is required to market and publicise the Services as detailed in schedule 15 (Marketing), and incorporate this into the Maximum Charges.
13 Management Fee
The Supplier shall pay a management fee of 2% in respect of all sums payable under this Agreement and all Contracts.
14 Contract Extensions
In the event that the Customer extends their Contract, then the Maximum Charges that will apply shall be the same monthly Charge as was payable during the initial Term of the Contract.
Appendix D – Summary of Service Aspects
This table provides a summary of the main aspects of the Services that are specified in this Agreement and shall be included in the all inclusive price for the Services as specified in Table 2A above. Service Features Included in Service Price Chargeable Extra Device/Software Application Mandatory Accessories Additional Accessories Network (where applicable)
SIM Swapping/Choice of SIM (where applicable) Unlimited Alert Functions
Warranty – Damage/Fault Technology Refresh
Replacement Device or Software Application Loss or Theft Training & Materials
Pooled & Shared User Training (one off cost) Device Reallocation
Reallocation & Refresher Training Temporary Suspensions
Product Reviews and Device Testing Project Management
Service Desk
Alarm Receiving Centre Secure Web Portal
Standard Management Information Sales, Marketing & Publicity Account Management Invoicing
Schedule 6
Ordering Procedure
1 Introduction
1.1 This schedule specifies the procedures that Customers must follow with the Supplier to place an Order.
1.2 Customers are entitled to place Orders at any time during the Framework Agreement Term. Such Services shall be provided by the Supplier as Ordered Services in accordance with the provisions of the Contract. The Supplier shall process Orders for the Services that are in written format.
1.3 A Contract shall be entered into by the Supplier accepting an Order, served by a Customer, for the provision of Ordered Services in accordance with these Ordering Procedures.
1.4 The Order forms shall be user friendly and make reference to the key Clauses of the Call Off Contract.
1.5 LWP Call-Off Contract Terms & Conditions will apply to all Lone Worker orders (NHS Body‟s Terms & Conditions will not apply). Order forms shall specifically refer to the Call-Off Contract Terms and Conditions (which shall be in the form of the Model Contract) and shall state that they apply to the Order and to any Contract.
2 Orders
2.1 An Order shall comprise:
(a) the Customer‟s Name, Registered Address;
(b) the Customer‟s requirement in terms of either (i) Device Subscriptions and quantities; and/or (ii) Software Application subscriptions; and/or (ii)“One-Off” Optional Items/Services;
(c) a unique Order reference number; (d) the call-off contract terms & conditions;;
(e) the Customer‟s invoice address; and invoice contact;
(f) the Customer Authorised Representative(s) and contact details; (g) User Details;
(h) Implementation timetable – to be agreed with the Customer;
(i) Training – (i) required method(s) of training; (ii) proposed training venue (Customer to provide training venue).
(j) Any other Customer / User information requested by the Supplier to deliver the Ordered Services
3 Acknowledgement Of The Order
3.1 On receipt of an Order, the Supplier shall send an acknowledgement of that Order to the Customer within two (2) Working Days.
Schedule 7
Management Information
1 Introduction
1.1 This schedule 7 specifies the Management Information that the Supplier shall provide to the Authority and/or the Customer.
1.2 The Supplier shall ensure that all Management Information is accurate and up to date.
1.3 Management Information shall be provided in a User friendly format that is capable of being manipulated and filtered (such as excel) to allow the organisation, search and structure of information.
2 Authority Management Information
2.1 The Supplier shall provide Management Information reports electronically to the Authority Framework Manager and Authority reports shall be submitted within 6 Working Days following month end, as outlined in schedule 12 (Governance).
2.2 Authority Management Information shall be broken down by reporting field, with totals given for each field (as per Table 1 below).
2.3 The Authority may also require access to monthly Management Information broken down at Customer level. This can be issued electronically each monthly or made available via secure web portal.
2.4 The Supplier shall also produce Governance packs as detailed in this schedule 7 and in accordance with schedule 12 (Governance).
3 Management Information Specifications
Table 1
Authority Management Information Specification
Reporting Field
MI Data to be Broken Down by the
Following: MI Data to be Available at Customer Level Total No. Across the life of the Framework
Total No. for NHS Customers in MI Month Total No. for Non-NHS Customers in MI Month
Total Number of Contracted Devices
Total Number of Contracted Software Applications
Total Number of Contracted Devices that are
Pooled/Shared
Total Number of Contracted Users Awaiting Training
Total Spend Under the Framework Agreement
% of Male Users
% of Female Users
Total Users Trained
Users Trained Face-to-Face
Users Who have Received Refresher Training
Devices Redeployed
Number of Amber Alerts
Number of False Alerts
Number of Genuine Alerts
Number Alerts Escalated to the Emergency Services
Aggregated response times for Emergency Services from
operator notification
Number of instances where a recording is supplied to Police
Feedback on [x] % review of Amber Alerts
Number of „zero activity‟ Devices
Number of „Zero Activity‟ Software Applications
Service Desk Calls Received
Service Desk Calls Resolved on Initial Contact
Number of Cases of Poor Network Coverage
Number of Devices Reported Lost or Stolen
Number of Faulty Devices
Number and Details of Complaints
Number of Suspensions
Details of Early Terminations
Performance against Service Levels
Service Credits due in respect of failure to attain Service
Levels including a description as to the reason(s) for failure
Attrition Levels
4 Authority Governance Reporting Packs
4.1 The Supplier shall produce a governance reporting pack in accordance with schedule 12 (Governance) containing all relevant information to allow the Authority and Supplier to evaluate Supplier performance and Service delivery and discuss and agree Service improvements.
4.2 The Governance reporting pack shall include the following as a minimum:
Governance Pack For Monthly Authority Governance Meetings For Quarterly Partnership Board Meetings
Minutes and Agenda
Executive Summary
Management Information
Service Level Breakdown
Operational, technical and Product Review Report
Risk and Issues Log
Proposed efficiencies including continuous improvement
New developments
Disputes between Supplier and Customer
Breakdown of publicity marketing undertaken across NHS
Customers
Marketing Plan
Relevant Reports (e.g. Survey Results, Bi-Annual reviews
Schedule 8
Agreement Change Procedure
1 Introduction
1.1 This schedule 8 sets out:
(a) the Agreement Change Procedure to be used by the Authority and the Supplier to effect changes to this Framework Agreement; and
(b) the Operational Change Procedure.
2 Principles
2.1 The Authority and the Supplier shall conduct discussions relating to proposed changes to this Framework Agreement in good faith. Neither party shall unreasonably withhold or delay consent to the other party‟s proposed changes.
2.2 Until such time as an Agreement Change Note (ACN) has been signed by both parties, the Supplier shall continue to provide and make available to Customers the Services in accordance with this Framework Agreement and relevant Contracts.
2.3 Any work undertaken by the Supplier, its Sub-Contractors or agents in connection with any proposed change to this Framework Agreement (other than that which has previously been agreed in accordance with the provisions of paragraph 2.2) shall be undertaken entirely at the expense and liability of the Supplier unless otherwise agreed between the Authority and the Supplier in advance.
2.4 Any discussions, negotiations or other communications which may take place between the parties in connection with any proposed change to this Framework Agreement, including but not limited to the submission of any written communications, prior to the signing by both parties of the relevant ACN, shall be without prejudice to the rights of either party.
3 Agreement Change Procedure
3.1 Should either party wish to amend this Framework Agreement, that party‟s Framework Manager shall submit a draft ACN for discussion detailing the proposed change to the other party‟s Framework Manager using the pro forma at Appendix F.
3.2 Discussion between the parties following the submission of a draft ACN shall result in either: (a) No further action being taken on that draft ACN; or
(b) Agreement between the parties on the changes to be made to this Framework Agreement (including agreement on the date upon which the changes are to take effect (the “effective date”)), such agreement to be expressed in the form of proposed revisions to the text of the relevant parts of this Framework Agreement. 3.3 Where agreement is reached in accordance with paragraph 3.2(b) the party submitting the
content of which has been agreed between the parties in accordance with paragraph 3.2(b), shall be uniquely identified by a sequential number allocated by the Authority.
3.4 Two (2) copies of each ACN shall be signed by the Supplier and submitted to the Authority not less than ten (10) Working Days prior to the effective date agreed in accordance with paragraph 3.2(b).
3.5 Subject to the agreement reached in accordance with paragraph 3.2(b) remaining valid, the Authority shall sign both copies of the approved ACN within five (5) Working Days of receipt by the Authority. Following signature by the Authority, one (1) copy of the signed ACN shall be returned to the Supplier by the Authority.
3.6 An ACN signed by both parties shall constitute an amendment to this Framework Agreement pursuant to clause 12 (Amendments to this Framework Agreement).
4 Operational Change Procedure
4.1 Any "Operational Change", proposed by the Supplier shall be submitted in writing to the Authority for acceptance.
4.2 The Authority shall review any Operational Change proposals submitted pursuant to paragraph 4.1, and by written notice to the Supplier, without prejudice to its other rights and remedies, may elect as its sole option to:
(a) accept the Operational Change;
(b) return the Operational Change proposal, and invite the Supplier to re-submit the proposal together with any clarifications or amendments as the Authority may reasonably determine; or
(c) reject the Operational Change.
4.3 The principles set out in paragraph 2 shall also apply to the Operational Change Procedure, and no Operational Change shall be implemented by the Supplier unless and until written notice of acceptance, is issued by the Authority.
APPENDIX F
Agreement Change Note for the Agreement Change Procedure
Sequential Number: [to be allocated by the Authority‟s Framework Manager]
Title: ...
Originator: ...for the [Authority/Supplier]
Date change first proposed: ...
Number of pages attached: ...………
WHEREAS the Supplier and the Authority entered into a Framework Agreement for the provision of lone worker Services dated [date] and now wish to amend that Framework Agreement;
Reason for proposed change
[Party proposing change to complete] Full details of proposed change
[Party proposing change to complete]
Details of likely impact, if any, of proposed change on other aspects of the Framework Agreement
[Party proposing change to complete]
Effect of proposed change on extant Contracts
[Party proposing change to complete in accordance with clause 12.3] IT IS AGREED as follows:
With effect from [date] the Framework Agreement shall be amended as set out below:
[Details of the amendments to the Framework Agreement to be inserted here – to include the explicit changes required to the text in order to effect the change, i.e. clause/schedule/paragraph number, required deletions and insertions etc]
1 Save as herein amended, all other terms and conditions of the Framework Agreement inclusive of any previous ACNs shall remain in full force and effect.
Signed for and on behalf of the Supplier
By ... Name ... Title ... Date ...
Signed for and on behalf of the Authority
By ...
Name ...
Title ……….
Schedule 9
Maximum Charges Variation Procedure
1 Introduction
1.1 This schedule 9 details the Maximum Charges Variation Procedure applicable to this Framework Agreement.
1.2 The Charges may only be varied through:
(a) Indexing, in accordance with the provisions of this schedule; and
(b) Agreement between the Authority and Supplier at any time to decrease any of the Maximum Charges and the date from which such decrease shall apply.
1.3 The Maximum Charges in respect of all Contracts that exist at the point at which revised Framework Agreement pricing is agreed, shall be varied on the anniversary of each individual Contract.
2 Indexation – New Contracts
2.1 The Indexation Factor will be RPIX- The “Retail Prices Index excluding mortgage interest rates (RPIX)” as published by the Office of National Statistics at the year anniversary of the Agreement. The most recently published RPIX rate will be used to calculate revised Maximum Charges.
(a) Indices are available at the following website:
http://www.statistics.gov.uk/CCI/SearchRes.asp?term=chmk&x=28&y=13
2.2 In the event that any changes occur to the basis of RPIX, or it is no longer published, the Authority and the Supplier shall agree a fair and reasonable adjustment to that index or, if appropriate, shall agree a revised formula that in either event will have substantially the same effect as that specified in this schedule 9. Where the published figure specified in paragraph 2.1 is stated to be a provisional figure or is subsequently amended, that figure shall apply as ultimately confirmed or amended unless the Authority and the Supplier shall agree otherwise. 2.3 In respect of new Contacts, schedule 5 (Maximum Charges) shall be varied on the 1st Year
anniversary of the Agreement, and on each subsequent anniversary using the following formula;
RPIXp
RPIXd
EBCa
NBCa
Where:NBCa = New Base Charge of New Orders
RPIX = The “Retail Prices Index excluding mortgage interest rates (RPIX)” as published by the Office of National Statistics (http://www.statistics.gov.uk/instantfigures.asp).
RPIXd = the value of the most recently published RPIX figures preceding the date when the
indexation of the Charges is to be given effect.
RPIXp is the value of RPIX in respect of 12 months prior to the current Anniversary year.
The Existing Base Charge = the price that applies on signing the Agreement, as amended on the anniversary of the Framework Agreement, when a New Base Charge will be calculated in accordance with the principles detailed in this schedule 9..
3 Indexation – Existing Contracts
3.1 The Maximum Charges in respect of all Contracts that exist at the point at which revised Framework Agreement pricing is agreed shall not be subject to any variation i.e. the Maximum Charges payable at the time the Order is placed shall apply for the life of the contract, which shall not include Contract extensions.
3.2 If a Contract is extended under the terms of this Agreement the Supplier may apply one year's indexation charges, which shall in any event not exceed 5% increase in the existing Maximum Charges Payable.
3.3 The above indexation applies to each extension applied. 4 Procedure for agreeing to Lower Maximum Charges
4.1 Either party shall have the right from time to time during the Term to give notice to request a review of the Maximum Charges whether or not such a request is occasioned by any benchmarking undertaken by the Authority under clause 7.2 (Benchmarking). As soon as reasonably practicable after the date of the notice, the Supplier shall meet with the Authority to discuss in good faith the variation of the Charges. Any variation in the Charges shall be recorded in writing and shall take effect on the date agreed between the parties. The Authority shall not give notice under this paragraph more frequently that at three (3) months intervals during the Term.
4.2 In the event that, following a variation of the Maximum Charges in accordance with the Framework Agreement, the Charges under any Contract are above the level of the Maximum Charges; such Charges shall automatically be reduced to the level of the Maximum Charges with effect from the date that the revised Maximum Charges take effect.
Schedule 10
Sub-Contractors
1 Introduction
1.1 This schedule 10 contains:
(a) The procedure to select, appoint and manage Sub-Contractors. 2 Procedure To Select, Appoint And Manage Sub-Contractors
2.1 Subject always to the provision of clause 36 (Transfer and Sub-Contracting), the Supplier shall ensure that the Service is maintained at best value without compromising quality or cost. Sub-Contractors shall be evaluated, selected and measured on their ability to supply, manage and execute the Supplier‟s requirements in a professional, efficient and timely manner. 2.2 In particular the Supplier shall identify and evaluate Sub-Contractors against a range of
criteria that allow the Supplier to assess the likelihood of the Sub-Contractor defaulting on the delivery requirements necessary to sustain a successful outcome for the Services. These criteria shall cover, but not be limited to the Sub-Contractor‟s:
(a) Financial viability; (b) Management capacity; (c) Workforce resilience;
(d) Organisation details (including financial status and insurance); (e) Technical capabilities and competence;
(f) Approach & methodology; (g) Health and Safety issues; (h) Quality Management issues; (i) Environmental management; (j) Training and recruitment; (k) Business Continuity Plan;
(l) Adherence to legislative and regulatory requirements; (m) Data Protection Policy;
(n) Conformance to the Supplier‟s corporate governance processes;
(o) Commitment to achieve best value and optimum Supplier performance through securing volume leverage across the range of the Supplier‟s business;
(p) Respect of IPR and the confidentiality of information;
(q) With whom long-term supply partnerships are created to ensure stability and security of supply that are consistent with supporting best practice in a healthy competitive environment; and
(r) That share risk and reward appropriately with the Supplier.
2.3 Profiling and assessment of Sub-Contractor risks shall be a key element of the Supplier's Risk Management process and shall remain under review and independent verification by the Supplier‟s insurance advisors. It shall also be a key element of the Business Continuity Plan. 2.4 The risk relating to all Sub-Contractors will rest (both financial and operational) completely
with the Supplier.
2.5 The Supplier shall provide a risk assessment of its Sub-Contractors to include consideration of the following:
(a) Failure of Sub-Contractor to perform, leading to contract or service delivery failure. The Supplier shall be responsible for the delivery of all sub-contract activity that supports the Services. The Supplier shall appraise, appoint and monitor the performance of any sub-contractor and to have in place adequate contingency plans to ensure no disruption to the Services.
(b) Failure of Sub-Contractor to perform to the standards expected.
(i) The Supplier shall be responsible for the standards achieved in support of the Service by any Sub-Contractor.
(ii) Subject to clause 36 (Transfer and Sub-contracting), in its management of Sub-Contractors the Supplier shall demonstrate a fair and robust supplier management process. It shall formalise its relationship with a contract or service level agreement. This document shall encompass all aspects of the supply agreement, including but not limited to:
(A) Scope of supply including terms and conditions, risks and price; (B) Scheduling of review meetings and parties to be present; (C) Agreed minimum quality levels;
(I) Manage the performance of Sub-Contractors through the use of jointly agreed Key Performance Indicators (KPIs) and back-to-back contract terms that shall include:
1) Percentage of deliveries arriving at agreed time; 2) Percentage of goods below agreed quality levels; 3) Average response time;
4) Number of pricing discrepancies, and 5) Customer satisfaction survey results; (J) Agreed penalties for non/poor performance;
(K) Payment terms, including payment of invoices, debiting accounts and credit periods;
(L) Step down risks and responsibilities;
(M) Rights of step-in over the Sub-Contractor and its own supply chain partners;
(N) Parent/Third Party guarantees/performance bonds; (O) Change of ownership obligations;
(P) IP and Source Code protection; and (Q) Default and termination rights.
Schedule 11
Model Self Audit Certificate
1 Introduction
1.1 This schedule 11 contains a Model Self Audit Certificate.
MODEL SELF AUDIT CERTIFICATE Dear Sirs
In accordance with the Framework Agreement entered into on [ADD DATE] between the NHS Business Services Authority and [ ] (the Supplier), we confirm the following:-
1. In our opinion the Supplier has in place suitable systems for identifying and recording the transactions taking place under the provisions of the above Framework Agreement.
2. We have tested the systems and found them to be operating satisfactorily.
3. We have tested a sample of the transactions during our audit for the financial year ended [Add financial year] and confirm that they are correct and in accordance with the terms and conditions of the above Framework Agreement.
Name: . . . Signed: . . . Auditor‟s Stamp Date: . . .
Schedule 12
Governance
1 Introduction
1.1 This schedule sets out the high level procedures and processes to be followed by the Supplier in conjunction with the Authority and Customers to ensure appropriate governance of the Services and their management during the term of the Agreement and shall include: (a) Governance principles;
(b) The role of the partnership board; (c) Governance bodies and structure; (d) Governance roles & responsibilities; (e) Governance meetings; and
(f) Governance reporting.
2 Governance Principles
2.1 The Governance structure is underpinned by the following key principles:
(a) the Framework Agreement will be maintained and managed between the Authority and the Supplier via scheduled and structured meetings and informal communication; (b) each Contract will be maintained and managed by the Supplier and Customer who
will hold scheduled and structured communications and informal communications; (c) the Services shall be managed at a consolidated level by the Authority, who shall
control any proposed changes to the Services and/or related scripts, process flows and standard operating procedures in accordance with the Operational Change Procedures;
(d) the parties shall form a "Partnership Board" to undertake the activities defined in paragraph 3 of this schedule; and
(e) where a change is agreed it will be implemented through the Agreement Change Procedure, or the Operational Change Procedure, as appropriate.
2.2 The provisions of this schedule as they relate to the resolution of issues are without prejudice to express provisions including clause 28 (Dispute Resolution) of this Framework Agreement or clause 27 (Dispute Resolution) and schedule 2-6 (Dispute Resolution Procedure) of any Contract in relation relating to Dispute Resolution.
3 The Partnership Board
3.1 The Supplier shall appoint senior executives from their organisation to comprise the Supplier side of the Partnership Board. The Partnership Board shall work in a strategic way to align the objectives of Supplier and Authority and shall meet at a mutually convenient location on a quarterly basis.
3.2 The Authority shall appoint senior executives from the NHS Business Services Authority/NHS Protect to be members of the Partnership Board. The role of the Partnership Board shall be to:
(a) Review current performance/Service delivery;
(b) Consider ideas for improving the quality of the Service; (c) Enhance and maximise the marketing of the Service; (d) Consider Authority queries and issues;
(e) Commission and consider the results of studies, surveys and project that the Supplier and Authority shall jointly consider important to the delivering the Service successfully;
(f) Consider a continuous improvement plan;
(g) Consider new technologies/devices/software for potential inclusion in the Framework Agreement in accordance with clause 4.5 and 4.6 (the Available Services) and agree any amendments to the Catalogue using the Agreement Change Procedures.
3.3 The Supplier shall provide, as members of the Partnership Board, the following as a minimum:
(a) Two Directors (one of which is to be Board level) (b) The Supplier Framework Manager.
Table A Service Management
Area
Supplier Role Supplier Key responsibilities
Framework Management
Service, Monitoring & Surveillance Director
The Supplier shall provide an appropriate individual who shall be responsible for management of the Framework Agreement which includes the following:
1. Overall performance of the Service 2. Strategic support to the Partnership Board 3. Legislative compliance
4. Relations with the Authority, Authorised Customer Representatives and Users
5. Marketing and Communications 6. Change Agreements
7. Service lead in relation to Product Reviews
8. Ensure delivery of consistent Services to meet the Service Levels and fulfil obligations in the Agreement and each Contract
9. Drive continuous improvement initiatives and service or technological innovations
10. National performance management 11. Environmental issues
12. The provision of all contractual commitments to the Authority 13. Quarterly Business Reviews
14. Complaint Management
15. Rectification Plans when required
16. Management of an Incident and Issues Management Process Service
Maintenance
Service Maintenance Manager
The Supplier shall appoint an appropriate individual who shall be responsible for all the processes, systems and service delivery relating to the technical support team/function that deal with technical failures or issues with Devices or Software Applications.
Training Management
User Training Manager The Supplier shall appoint an appropriate individual who shall be responsible for managing the training deliverables for the contract; delivering the Training Plan; management of the wider training team and of ensuring effective scheduling to meet the agreed Service Levels.
Service Desk Management
Service Desk Supervisor
The Supplier shall appoint an appropriate individual who shall be the line manager for all Service Desk Supplier Personnel and shall be responsible for delivering the Service Desk Services in accordance with the Agreement.
