Information
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Document No.
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Audit Title
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Client / Site
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Conducted on
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Prepared by
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Location
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Personnel
Overall Contract KPI's
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SLA 1 CCTV Reactive SLA - Response: Consistency and response levels to be in line with SLA's and measured
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SLA 2 MEP Reactive SLA - Response and Rectification: Consistency and response levels to be in line with SLA's and measured
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SLA 3 Specialist Services Reactive SLA - Response: Consistency and response levels to be in line with SLA's and measured
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SLA 4 PPM SLA - Completion as per Schedule: Consistency and response levels to be in line with SLA's and measured
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SLA 5 Housekeeping - Response and Rectification: Consistency and response levels to be in line with SLA's and measured
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SLA 6 Manpower - Attendance and Cover: Consistency and response levels to be in line with SLA's and measured
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1 Weekly, Monthly,Quarterly, Annual Reports: Prompt, accurate and pro-forms reports with associated review meeting. Meeting to red-light issues and monitor resolution to pre-determined dates, delivered on due date (with meetings and minutes published to procedure MOM's).
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2 Accounting Performance: Timely and accurate accounting performance
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3 Overall Contract Deliverables - Eg. EMP Plan, Environmental Plan: Deliverables submitted as per the contract and within the correct format and agreed timeframe.
Help desk / Reporting KPI's
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H1 The help desk is responding to calls as per the contract and providing feedback in a timely manner. All calls are answered and responded to by the contractor in a timely fashion.
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H2 Statistics and Reporting: Helpdesk statistics included in monthly report accurately demonstrate low response time, and follow up measures. Statistics to be present and auditable.
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H3 Record Keeping: Reactive job sheets records to be accurate and auditable.
