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 3 months (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: Reactive job sheet records to be accurate and auditable
