Overall Contract KPIs

  • SLA 1. MEP Reactive SLA - Response - Consistency and response levels to be in line with SLAs and measured (Year 1 to exceed 90% achievement improving to 95% by year 3).

  • SLA 2. MEP Reactive SLA - Response - Consistency and response levels to be in line with SLAs and measured (Year 1 to exceed 90% achievement improving to 95% by year 3).

  • SLA 3. Specialist Services Reactive SLA - Rectification - Consistency and response levels to be in line with SLAs and measured (Year 1 to exceed 90% achievement improving to 95% by year 3).

  • SLA 4. PPM SLA - Completion as per Schedule - Consistency and response levels to be in line with SLAs and measured (Target 100%).

  • SLA 5. Housekeeping - Response and Rectification - Consistency and response levels to be in line with SLAs and measured (Year 1 to exceed 90% achievement improving to 95% by year 3).

  • SLA 6. Manpower - Attendance & Cover - Consistency and response levels to be in line with SLAs and measured (Critical staff and Management 100% non-critical staff 98%).

  • C1. Weekly, Monthly, Quarterly, Annual reports - Prompt, accurate and pro-forma 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 MOMs)

  • C2. Accounting Performance - Timely and accurate accounting performance. Invoices to be presented by the deadline each month with supporting documentation. The Client is only to be invoiced for the services received as per the open book structure of the contract commercials.

  • C3. Overall Contract Deliverables (eg. EMP plan, Environmental plan etc.) - Deliverables submitted as per the contract and within the correct format and the agreed time frame. Deliverables from the plan to be adhered to throughout the contact.

  • C4. Occupational, Health, Safety and Environment - The service provider to ensure continued protection and safety of all persons on the client's sites and to ensure compliance with local standards, regulations, client's requirements, codes of practice, manufacturer's recommendations and statutory guidelines.

Helpdesk / Reporting KPIs

  • H1. Advertising and Client Staff usage of Helpdesk - The Helpdesk should be advertised and be used by the Client's staff automatically within 3 months. Access to the Helpdesk data to be provided to the Clients' FM team. The Helpdesk should be actively utilized by the service providers' staff to record and report on activity in that no more than 60% of calls in year 1 to be from Clients' origination reducing by 10% year on year.

  • H2. Statistics and Reporting - Statistics from the CAFM system accurately demonstrate PPM performance, low response time and follow up measures. Statistics to be presented and available for audit.

  • H3. Record keeping - Record of support and input to the service center relating to reaction to tasking and reporting of defects. Measure of the actual completion against the system close off. CAFM system to be updated with information that makes sense. Minimum audit of 10 jobs / month.

Signatures

  • Site Representative

  • Auditor

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