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 MEP Reactive SLA - Response: Consistency and response levels to be in line with SLA's and measured (Year 1 to exceed 90% achievement improving to 95% by Year 5)
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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 (Year 1 to exceed 90% achievement improving to 95% by Year 5)
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SLA 3 Specialist Services Reactive SLA - Response: Consistency and response levels to be in line with SLA's and measured (Year 1 to exceed 90% achievement improving to 95% by Year 5)onse
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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 (Year 1 to exceed 90% achievement improving to 95% by Year 5)onse
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SLA 5 Housekeeping - Response and Rectification: Consistency and response levels to be in line with SLA's and measured (Year 1 to exceed 90% achievement improving to 95% by Year 5)onse
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SLA 6 Manpower - Attendance and Cover: Consistency and response levels to be in line with SLA's and measured (Year 1 to exceed 90% achievement improving to 95% by Year 5)onse
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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 (in excess of 90% by value accuracy at audit in 1 year improving to 95% in year 3)
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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 Advertising and client staff usage of help desk: The Help desk should be advertised and be used by The Client's staff automatically within the first year (no more than 60% of calls in year one to be from Client's origination reducing by 10% year on year). Calls for reactive issues inside residential units are omitted.
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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: Record of support and input to the service centre relating to reaction to asking and reporting of defects. Measure of the actual completion against the system close off. The CAFM system to be updated with information that makes sense. Minimum audit of 10 jobs/ months.
