Information

  • Document No.

  • Audit Title

  • Client / Site

  • Conducted on

  • Prepared by

  • Location
  • Personnel

Overall Contract KPI's

  • SLA 1 CCTV Reactive SLA - Response: Consistency and response levels to be in line with SLA's and measured

  • SLA 2 MEP Reactive SLA - Response and Rectification: Consistency and response levels to be in line with SLA's and measured

  • SLA 3 Specialist Services Reactive SLA - Response: Consistency and response levels to be in line with SLA's and measured

  • SLA 4 PPM SLA - Completion as per Schedule: Consistency and response levels to be in line with SLA's and measured

  • SLA 5 Housekeeping - Response and Rectification: Consistency and response levels to be in line with SLA's and measured

  • SLA 6 Manpower - Attendance and Cover: Consistency and response levels to be in line with SLA's and measured

  • 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).

  • 2 Accounting Performance: Timely and accurate accounting performance

  • 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

  • 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.

  • 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.

  • H3 Record Keeping: Reactive job sheets records to be accurate and auditable.

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