Common use of Framework Management Structure Clause in Contracts

Framework Management Structure. The Supplier shall provide a suitably qualified nominated contact (the “Framework Manager”) who will take overall responsibility for delivering the Services required within this Framework Agreement, as well as a suitably qualified deputy to act in their absence. The Supplier shall put in place management a structure to manage the Framework in accordance with Schedule 1 (Services). A full governance structure for the Framework will be agreed between the Parties during the Framework Agreement implementation stage. Framework Review Meetings Regular performance reviews will take place throughout the Framework Agreement (‘Framework Review Meetings’). The exact timings and frequencies of such Framework Review Meetings will be determined by the Authority following award of the Framework Agreement. It is anticipated that during the first twelve (12) Months of the Framework Agreement the structure and frequency of the meetings will be as set out in paragraphs 2.2.2 to 2.2.5 below. Flexibility from both Parties will be expected over the frequency, timings and content of these reviews. Strategic Management Reviews: The Supplier Representative and Authority Representative shall meet every twelve (12) Months. The Authority sees these meetings as a vital element in developing a strategic relationship with the Supplier and to promote the building of a positive working relationship. The content of these meetings will be agreed between both Parties at least fourteen (14) Working Days before the date of the Strategic Management Review. The Strategic Management Review meeting will consider as a minimum: Overall framework performance including Supplier’s supply chain performance, including an assessment of SME’s being used to supply and/or deliver services; Efficiency opportunities, e.g. cost drivers (Supplier and Authority); Benchmarking including progress against Government efficiency targets; Market conditions (UK/Global market share, financials); Policy updates including emerging Government initiatives; Security and Risk management. Review Meetings Management Review Meetings will be held every quarter between the Authority and the Supplier’s Framework Manager(s) and representatives from key Contracting Body’s at the Authority’s premises. The content of the review will be as set out but not limited to the information required in paragraph 2.2.5 but the information reviewed at the meetings will be based on Monthly Management Information provided by the Supplier Operational Review Meetings. These will be held every quarter between the Authority and the Supplier’s framework management team. The content of the review will be as set out but not limited to the information required in paragraph 2.2.5. The Management and Operational Review Meetings may be held combined and thus held on the same date at the discretion of the Authority. The Management and Operational Review Meetings will focus on the operational performance of this Framework Agreement, which may include but is not limited to: Transition and on-boarding of key new customers (milestones and progress against targets) including contract compliance and supplier sector strategies (key customers can be defined as those of whom are of a strategic importance to the success of the framework); Compliance against Key Performance Indicators (KPI’s) (e.g. response times, up time, first time fix rates, no. of units sold, volume); Framework revenue and savings performance, submission of management information, sector revenue performance; Incident and problem management including supplier helpdesk performance; Forward planning, opportunities and future efficiencies including standardisation and rationalisation; Contracting Body Satisfaction Surveys (quality and delivery of the Services etc.); New service roadmaps; Support to category teams relating to cashable benefits; and A review of the Continuous Improvement Plan. KEY PERFOMANCE INDICATORS The Key Performance Indicators (KPIs) applicable to this Framework Agreement are set out in Schedule 1 (Services). The Supplier shall establish processes to monitor its performance against the agreed KPIs in order to report progress to the Authority and/or Contracting Bodies. The Supplier shall at all times ensure compliance with the standards set by the KPIs. The Authority shall review progress against these KPIs to evaluate the effectiveness and efficiency of which the Supplier performs its obligations to fulfil the Framework Agreement. The Supplier’s achievement of KPIs shall be reviewed during Framework Review Meetings, in accordance with paragraph 2.2 above, and the review and on-going monitoring of KPIs will form a key part of the framework management process as outlined in this Schedule 14 (Framework Management). The Supplier shall provide a Monthly report on its performance against each of the KPIs listed in Part 3 of Schedule 1. The Authority reserves the right to adjust, introduce new, or remove KPIs throughout the Contract Period, however any significant changes to KPIs shall be agreed between the Authority and the Supplier. EFFICIENCY TRACKING PERFORMANCE MEASURES The Supplier shall cooperate in good faith with the Authority to develop efficiency tracking performance measures for the Framework Agreement. This shall include but is not limited to: tracking reductions in product volumes and product costs, in order to demonstrate that Contracting Bodies are consuming less and buying more smartly; developing additional KPIs to ensure that the Framework Agreement supports the emerging target operating model across central government (particularly in line with centralised sourcing and category management, procurement delivery centres and payment processing systems and shared service centres). This list is not exhaustive and may be developed during the Framework Agreement. The metrics that shall be agreed and implemented to measure efficiency shall be developed and agreed between the Authority and the Supplier during the Framework Agreement. Such metrics shall be incorporated into the list of KPIs set out in Part 3 of Schedule 1. The on-going progress and development of the efficiency tracking performance measures shall be reported through framework management activities as outlined in this Schedule 14 (Framework Management).

Framework Management Structure. The Supplier shall provide a suitably qualified nominated contact (the “Framework Manager”) who will take overall responsibility for delivering the Services required within this Framework Agreement, as well as a suitably qualified deputy to act in their absence. The Supplier shall put in place management a structure to manage the Framework in accordance with Schedule 1 2 (ServicesServices and Key Performance Indicators). A full governance structure for the Framework will be agreed between the Parties during the Framework Agreement implementation stage. Framework Review Meetings Regular performance reviews will take place throughout the Framework Agreement Term and Post-Contract Years (‘Framework Review Meetings’). The exact timings and frequencies of such Framework Review Meetings will be determined by the Authority following award of the Framework Agreement. It is anticipated that during the first twelve (12) Months of the Framework Agreement Term the structure and frequency of the meetings will be as set out in paragraphs 2.2.2 to 2.2.5 below2.2.4. Flexibility from both Parties will be expected over the frequency, timings and content of these reviews. Strategic Management Reviews: The Supplier Representative and Authority Representative shall meet every twelve (12) Months. The Authority sees these meetings as a vital element in developing a strategic relationship with the Supplier and to promote the building of a positive working relationship. The content of these meetings will be agreed between both Parties at least fourteen (14) Working Days before the date of the Strategic Management Review. The Strategic Management Review meeting will consider as a minimum: Overall framework performance including Supplier’s supply chain performance, including an assessment of SME’s being used to supply and/or deliver services; Efficiency opportunities, e.g. cost drivers (Supplier and Authority); Benchmarking including progress against Government efficiency targets; Market conditions (UK/Global market share, financials); Policy updates including emerging Government initiatives; Security and Risk management. Management Review Meetings Meetings: Management Review Meetings will be held every quarter between the Authority and the Supplier’s Framework Manager(s) and representatives from key Contracting Body’s Bodies at the Authority’s premises. The content of the review will be as set out but not limited to the information required in paragraph 2.2.5 2.3 but the information reviewed at the meetings will be based on Monthly Management Information provided by the Supplier Supplier. Operational Review Meetings. : These will be held every quarter between the Authority and the Supplier’s framework management team. The content of the review will be as set out but not limited to the information required in paragraph 2.2.52.3. The Management and Operational Review Meetings may be held combined and thus held on the same date at the discretion of the Authority. The Management and Operational Review Meetings will focus on the operational performance of this Framework Agreement, which may include but is not limited to: Transition and on-boarding of key new customers (milestones and progress against targets) including contract compliance and supplier sector strategies (key customers can be defined as those of whom are of a strategic importance to the success of the framework); Compliance against Key Performance Indicators (KPI’s) (e.g. response times, up time, first time fix rates, no. of units sold, volume); Framework revenue and savings performance, submission of management information, sector revenue performance; Incident and problem management including supplier helpdesk performance; Forward planning, opportunities and future efficiencies including standardisation and rationalisation; Contracting Body Satisfaction Surveys (quality and delivery of the Services etc.); New service roadmaps; Support to category teams relating to cashable benefits; and A review of the Continuous Improvement Plan. KEY PERFOMANCE INDICATORS The Key Performance Indicators (KPIs) applicable to this Framework Agreement are set out in Schedule 1 (Services). The Supplier shall establish processes to monitor its performance against the agreed KPIs in order to report progress to the Authority and/or Contracting Bodies. The Supplier shall at all times ensure compliance with the standards set by the KPIs. The Authority shall review progress against these KPIs to evaluate the effectiveness and efficiency of which the Supplier performs its obligations to fulfil the Framework Agreement. The Supplier’s achievement of KPIs shall be reviewed during Framework Review Meetings, in accordance with paragraph 2.2 above, and the review and on-going monitoring of KPIs will form a key part of the framework management process as outlined in this Schedule 14 (Framework Management). The Supplier shall provide a Monthly report on its performance against each of the KPIs listed in Part 3 of Schedule 1. The Authority reserves the right to adjust, introduce new, or remove KPIs throughout the Contract Period, however any significant changes to KPIs shall be agreed between the Authority and the Supplier. EFFICIENCY TRACKING PERFORMANCE MEASURES The Supplier shall cooperate in good faith with the Authority to develop efficiency tracking performance measures for the Framework Agreement. This shall include but is not limited to: tracking reductions in product volumes and product costs, in order to demonstrate that Contracting Bodies are consuming less and buying more smartly; developing additional KPIs to ensure that the Framework Agreement supports the emerging target operating model across central government (particularly in line with centralised sourcing and category management, procurement delivery centres and payment processing systems and shared service centres). This list is not exhaustive and may be developed during the Framework Agreement. The metrics that shall be agreed and implemented to measure efficiency shall be developed and agreed between the Authority and the Supplier during the Framework Agreement. Such metrics shall be incorporated into the list of KPIs set out in Part 3 of Schedule 1. The on-going progress and development of the efficiency tracking performance measures shall be reported through framework management activities as outlined in this Schedule 14 (Framework Management).

Framework Management Structure. The Supplier shall provide a suitably qualified nominated contact (the “Framework Manager”) who will take overall responsibility for delivering the Services required within this Framework Agreement, as well as a suitably qualified deputy to act in their absence. The Supplier shall put in place management a structure to manage the Framework in accordance with Schedule 1 (Services). A full governance structure for the Framework will be agreed between the Parties during the Framework Agreement implementation stage. Framework Review Meetings Regular performance reviews will take place throughout the Framework Agreement (‘Framework Review Meetings’). The exact timings and frequencies of such Framework Review Meetings will be determined by the Authority following award of the Framework Agreement. It is anticipated that during the first twelve (12) Months of the Framework Agreement the structure and frequency of the meetings will be as set out in paragraphs 2.2.2 to 2.2.5 below. Flexibility from both Parties will be expected over the frequency, timings and content of these reviews. Strategic Management Reviews: The Supplier Representative and Authority Representative shall meet every twelve (12) Months. The Authority sees these meetings as a vital element in developing a strategic relationship with the Supplier and to promote the building of a positive working relationship. The content of these meetings will be agreed between both Parties at least fourteen (14) Working Days before the date of the Strategic Management Review. The Strategic Management Review meeting will consider as a minimum: Overall framework performance including Supplier’s supply chain performance, including an assessment of SME’s being used to supply and/or deliver services; Efficiency opportunities, e.g. cost drivers (Supplier and Authority); Benchmarking including progress against Government efficiency targets; Market conditions (UK/Global market share, financials); Policy updates including emerging Government initiatives; Security and Risk management. Management Review Meetings Meetings: Management Review Meetings will be held every quarter between the Authority and the Supplier’s Framework Manager(s) and representatives from key Contracting Body’s at the Authority’s premises. The content of the review will be as set out but not limited to the information required in paragraph 2.2.5 but the information reviewed at the meetings will be based on Monthly Management Information provided by the Supplier Supplier. Operational Review Meetings. These will be held every quarter between the Authority and the Supplier’s framework management team. The content of the review will be as set out but not limited to the information required in paragraph 2.2.5. The Management and Operational Review Meetings may be held combined and thus held on the same date at the discretion of the Authority. The Management and Operational Review Meetings will focus on the operational performance of this Framework Agreement, which may include but is not limited to: Transition and on-boarding of key new customers (milestones and progress against targets) including contract compliance and supplier sector strategies (key customers can be defined as those of whom are of a strategic importance to the success of the framework); Compliance against Key Performance Indicators (KPI’s) (e.g. response times, up time, first time fix rates, no. of units sold, volume); Framework revenue and savings performance, submission of management information, sector revenue performance; Incident and problem management including supplier helpdesk performance; Forward planning, opportunities and future efficiencies including standardisation and rationalisation; Contracting Body Satisfaction Surveys (quality and delivery of the Services etc.); New service roadmaps; Support to category teams relating to cashable benefits; and A review of the Continuous Improvement Plan. KEY PERFOMANCE INDICATORS The Key Performance Indicators (KPIs) applicable to this Framework Agreement are set out in Schedule 1 (Services). The Supplier shall establish processes to monitor its performance against the agreed KPIs in order to report progress to the Authority and/or Contracting Bodies. The Supplier shall at all times ensure compliance with the standards set by the KPIs. The Authority shall review progress against these KPIs to evaluate the effectiveness and efficiency of which the Supplier performs its obligations to fulfil the Framework Agreement. The Supplier’s achievement of KPIs shall be reviewed during Framework Review Meetings, in accordance with paragraph 2.2 above, and the review and on-going monitoring of KPIs will form a key part of the framework management process as outlined in this Schedule 14 (Framework Management). The Supplier shall provide a Monthly report on its performance against each of the KPIs listed in Part 3 of Schedule 1. The Authority reserves the right to adjust, introduce new, or remove KPIs throughout the Contract Period, however any significant changes to KPIs shall be agreed between the Authority and the Supplier. EFFICIENCY TRACKING PERFORMANCE MEASURES The Supplier shall cooperate in good faith with the Authority to develop efficiency tracking performance measures for the Framework Agreement. This shall include but is not limited to: tracking reductions in product volumes and product costs, in order to demonstrate that Contracting Bodies are consuming less and buying more smartly; developing additional KPIs to ensure that the Framework Agreement supports the emerging target operating model across central government (particularly in line with centralised sourcing and category management, procurement delivery centres and payment processing systems and shared service centres). This list is not exhaustive and may be developed during the Framework Agreement. The metrics that shall be agreed and implemented to measure efficiency shall be developed and agreed between the Authority and the Supplier during the Framework Agreement. Such metrics shall be incorporated into the list of KPIs set out in Part 3 of Schedule 1. The on-going progress and development of the efficiency tracking performance measures shall be reported through framework management activities as outlined in this Schedule 14 (Framework Management).:

Framework Management Structure. The Supplier shall provide a suitably qualified nominated contact (the “Supplier Framework Manager”) who will take overall responsibility for delivering the Services required within this Framework AgreementContract, as well as a suitably qualified deputy to act in their absence. The Supplier shall put in place management a structure to manage the Framework this Contract in accordance with Schedule 1 (Services)Specification) and the Key Performance Indicators. A full governance structure for the Framework will be agreed between the Parties during as soon as reasonably practicable following the Framework Agreement implementation stageStart Date. Framework Supplier Review Meetings Regular performance reviews review meetings will take place throughout the Framework Agreement Contract Period (‘Framework “Supplier Review Meetings’”) at such times and frequencies as HEART determine from time to time (which are anticipated to be once every Month or less). The exact Parties shall be flexible about the timings and frequencies format of such Framework these meetings. The Supplier Review Meetings will be determined by used to review the Authority following award of the Framework AgreementSupplier’s performance under this Contract. It is anticipated that during the first twelve (12) Months of the Framework Agreement the structure and frequency of the meetings will be as set out in paragraphs 2.2.2 to 2.2.5 below. Flexibility from both Parties will be expected over the frequency, timings and content of these reviews. Strategic Management Reviews: The Supplier Representative and Authority Representative Review Meetings shall meet every twelve (12) Months. The Authority sees these meetings as a vital element in developing a strategic relationship with the Supplier and to promote the building of a positive working relationship. The content of these meetings will be agreed between both Parties at least fourteen (14) Working Days before the date of the Strategic Management Review. The Strategic Management Review meeting will consider attended, as a minimum: Overall framework performance including Supplier’s supply chain performance, including an assessment of SME’s being used to supply and/or deliver services; Efficiency opportunities, e.g. cost drivers (Supplier and Authority); Benchmarking including progress against Government efficiency targets; Market conditions (UK/Global market share, financials); Policy updates including emerging Government initiatives; Security and Risk management. Review Meetings Management Review Meetings will be held every quarter between the Authority by HEART representative(s) and the Supplier’s Supplier Framework Manager(s) and representatives from key Contracting Body’s at the Authority’s premisesManager. The content KPI’s 3.1. A KPI is best described as a Performance measure of the review will be as set out but not limited to the information required in paragraph 2.2.5 but the information reviewed at the meetings will be based on Monthly Management Information provided by the Supplier Operational Review Meetings. These will be held every quarter between the Authority and the Supplier’s framework management team. The content of the review will be as set out but not limited to the information required in paragraph 2.2.5. The Management and Operational Review Meetings may be held combined and thus held on the same date at the discretion of the Authority. The Management and Operational Review Meetings will focus on the operational performance of this Framework Agreement, which may include but an activity that is not limited to: Transition and on-boarding of key new customers (milestones and progress against targets) including contract compliance and supplier sector strategies (key customers can be defined as those of whom are of a strategic importance critical to the success of the frameworkOrganisation. In this Contract key performance indicators (“KPIs”) will be used: To ensure that agreed minimum levels of performance on the Contract are being met and to drive service performance above these levels (encouraging effective joint working); Compliance against . To formulate performance reports, which will be reviewed as a standing agenda at monthly Contract meetings. At this point the Supplier can bring forward suggestions for the improvement of the performance of the Contract and the delivery of the Services. To monitor and forecast performance, so if there any performance concerns the Supplier or Buyer shall alert the other party as soon as practicable. To drive improved performance, whereby performance is below the target for the same KPI for 2 or more monthly measurement periods or 1 quarterly measurement period, by producing and implementing a Performance Improvement Plan (PIP). The Supplier’s performance will be measured by the following Key Performance Indicators (“KPI’s) ”): 1 Customer Satisfaction Customer satisfaction with the drop off and pick up of bins and equipment. 98% 2 Customer Satisfaction Customer satisfaction with the overall experience of working with the Supplier (e.g. response times, up time, first time fix rates, no. of units sold, volume); Framework revenue and savings performance, submission of management information, sector revenue performance; Incident and problem management including supplier helpdesk performance; Forward planning, opportunities and future efficiencies including standardisation and rationalisation; Contracting Body Satisfaction Surveys (quality and delivery of the Services etc.); New service roadmaps; Support to category teams relating to cashable benefits; and A review of the Continuous Improvement Plan. KEY PERFOMANCE INDICATORS The Key Performance Indicators (KPIs) applicable to this Framework Agreement are set out in Schedule 1 (ServicesCustomer surveys). 95% 3 Waste Recycling Waste recycling percentage for recyclable waste (%) 80% 4 Waste Recycling Changes and improvements to Waste Recycling for recyclable Waste over the year period 2.5% waste recycling increase per year 5 Waste Collection Scheduled collections of non-hazardous waste Within 24 hours of schedule – recover all missed collections within 1 working day. 6 Incidents Accidents or environmental incidents 0 7 Compliance Compliance with the Waste Legislation 100% 8 Complaints Percentage (%) of complaints logged and reported to Value Match 100% 9 Complaints Percentage (%) of open complaints resolved. 90% 10 Reporting Submission of Monthly report to Customer and Value Match 100% The Supplier shall comply with the KPIs and establish processes to monitor its performance against them, and the agreed KPIs in order to report progress to the Authority and/or Contracting Bodies. The Supplier shall at all times ensure compliance with the standards set by the KPIs. The Authority shall review progress against these KPIs to evaluate the effectiveness and efficiency of which the Supplier performs its obligations to fulfil the Framework Agreement. The Supplier’s achievement of KPIs shall be reviewed during Framework the Supplier Review Meetings. Schedule 5 - Management Information MI Reporting The Supplier shall, at no charge, provide timely, full, accurate and complete MI Reports which incorporate the data, in accordance with paragraph 2.2 abovethe correct format, required by the MI Reporting Template and the review and onsuch guidance that HEART may issue from time to time. The initial MI Reporting Template will be co-going monitoring of KPIs will form a key developed as part of the framework management Contract mobilisation process as outlined and set out in the Annex to this Schedule 14 Schedule. HEART may change the MI Reporting Template from time to time (Framework Management)including the data required and/or format) and issue a replacement version. The Supplier HEART shall provide a Monthly report on its performance against each give at least thirty (30) days' notice in writing of any such change and shall specify the KPIs listed in Part 3 date from which it must be used. Reporting period MI Reports must be completed and returned by the fifth (5th) working day of Schedule 1. The Authority reserves the right to adjust, introduce new, or remove KPIs throughout the Contract Period, however any significant changes to KPIs shall be agreed between the Authority and the Supplier. EFFICIENCY TRACKING PERFORMANCE MEASURES The Supplier shall cooperate in good faith with the Authority to develop efficiency tracking performance measures for the Framework Agreement. This shall include but is not limited to: tracking reductions in product volumes and product costs, in order to demonstrate that Contracting Bodies are consuming less and buying more smartly; developing additional KPIs to ensure that the Framework Agreement supports the emerging target operating model across central government (particularly in line with centralised sourcing and category management, procurement delivery centres and payment processing systems and shared service centres). This list is not exhaustive and may be developed every month during the Framework AgreementContract Period and thereafter until all transactions relating to Call-Off Contracts have permanently ceased. The metrics that shall If at any point there is a period of a month where no reportable transactions occur, then a declaration must be agreed and implemented to measure efficiency shall be developed and agreed between the Authority and made confirming no business has been conducted, in place of data submission. In an MI Report, the Supplier during should report contract data that is one month in arrears. For example, if an invoice is raised for October but the work was actually completed in September, the Supplier must report the invoice in October's MI Report and not September's. Each Order received by the Supplier must be reported only once, i.e. when the Order is received. MI Reporting Template The screenshot of MI report is provided above. Editable Excel version is attached with this document. Schedule 6 - Order Form Template and Call-Off Specific Terms 1. Order Form This Order Form including the Call-Off Special Terms and all the schedules in this document (Document 2 - Framework Agreement and Call off Form) will form the Call-Off Contract. Call Off Reference: [insert Buyer’s contract reference number] Call Off Start Date [insert day, month, year] Call Off Expiry Date [insert day, month, year] Call Off Initial Period [insert years, months] Contract Award Notice Link [Contract Award Notice Link] The Buyer: [insert Buyer’s registered name] The Supplier: [insert Supplier’s registered name] Address: Address: Registration number, DUNS Number and SID4GOV ID: Registration Number: Contact Number: Contact Number: Email address: Email Address: Signature: Signature: Name: Name: Role: Role: Date: Date: Applicable Framework Contract This Order Form is for the provision of the Call-Off Contract Deliverables and dated [insert date of issue]. It’s issued under the Framework Agreement. Such metrics shall be incorporated into Contract with the list reference number [insert Framework Contract reference number] for the provision of KPIs set out in Part 3 [insert name of Schedule 1. The on-going progress goods and development of the efficiency tracking performance measures shall be reported through framework management activities as outlined in this Schedule 14 (Framework Management)services].

Framework Management Structure. The Supplier shall provide a suitably qualified nominated contact (the “Framework Manager”) who will take overall responsibility for delivering the Services required within this Framework Agreement, as well as a suitably qualified deputy to act in their absence. The Supplier shall put in place management a structure to manage the Framework in accordance with Schedule 1 (Services). A full governance structure for the Framework will be agreed between the Parties during the Framework Agreement implementation stage. Framework Review Meetings Regular performance reviews will take place throughout the Framework Agreement (‘Framework Review Meetings’). The exact timings and frequencies of such Framework Review Meetings will be determined by the Authority following award of the Framework Agreement. It is anticipated that during the first twelve (12) Months of the Framework Agreement the structure and frequency of the meetings will be as set out in paragraphs 2.2.2 to 2.2.5 below. Flexibility from both Parties will be expected over the frequency, timings and content of these reviews. Strategic Management Reviews: The Supplier Representative and Authority Representative shall meet every twelve (12) Months. The Authority sees these meetings as a vital element in developing a strategic relationship with the Supplier and to promote the building of a positive working relationship. The content of these meetings will be agreed between both Parties at least fourteen (14) Working Days before the date of the Strategic Management Review. The Strategic Management Review meeting will consider as a minimum: Overall framework performance including Supplier’s supply chain performance, including an assessment of SME’s being used to supply and/or deliver services; Efficiency opportunities, e.g. cost drivers (Supplier and Authority); Benchmarking including progress against Government efficiency targets; Market conditions (UK/Global market share, financials); Policy updates including emerging Government initiatives; Security and Risk management. Review Meetings Management Review Meetings will be held every quarter between the Authority and the Supplier’s Framework Manager(s) and representatives from key Contracting Body’s at the Authority’s premises. The content of the review will be as set out but not limited to the information required in paragraph 2.2.5 but the information reviewed at the meetings will be based on Monthly Management Information provided by the Supplier Operational Review Meetings. These will be held every quarter between the Authority and the Supplier’s framework management team. The content of the review will be as set out but not limited to the information required in paragraph 2.2.5. The Management and Operational Review Meetings may be held combined and thus held on the same date at the discretion of the Authority. The Management and Operational Review Meetings will focus on the operational performance of this Framework Agreement, which may include but is not limited to: Transition and on-boarding of key new customers (milestones and progress against targets) including contract compliance and supplier sector strategies (key customers can be defined as those of whom are of a strategic importance to the success of the framework); Compliance against Key Performance Indicators (KPI’s) (e.g. response times, up time, first time fix rates, no. of units sold, volume); Framework revenue and savings performance, submission of management information, sector revenue performance; Incident and problem management including supplier helpdesk performance; Forward planning, opportunities and future efficiencies including standardisation and rationalisation; Contracting Body Satisfaction Surveys (quality and delivery of the Services etc.); New service roadmaps; Support to category teams relating to cashable benefits; and A review of the Continuous Improvement Plan. KEY PERFOMANCE INDICATORS The Key Performance Indicators (KPIs) applicable to this Framework Agreement are set out in Schedule 1 (Services). The Supplier shall establish processes to monitor its performance against the agreed KPIs in order to report progress to the Authority and/or Contracting Bodies. The Supplier shall at all times ensure compliance with the standards set by the KPIs. The Authority shall review progress against these KPIs to evaluate the effectiveness and efficiency of which the Supplier performs its obligations to fulfil the Framework Agreement. The Supplier’s achievement of KPIs shall be reviewed during Framework Review Meetings, in accordance with paragraph 2.2 above, and the review and on-going monitoring of KPIs will form a key part of the framework management process as outlined in this Schedule 14 (Framework Management). The Supplier shall provide a Monthly report on its performance against each of the KPIs listed in Part 3 of Schedule 1. The Authority reserves the right to adjust, introduce new, or remove KPIs throughout the Contract Period, however any significant changes to KPIs shall be agreed between the Authority and the Supplier. EFFICIENCY TRACKING PERFORMANCE MEASURES The Supplier shall cooperate in good faith with the Authority to develop efficiency tracking performance measures for the Framework Agreement. This shall include but is not limited to: tracking reductions in product volumes and product costs, in order to demonstrate that Contracting Bodies are consuming less and buying more smartly; developing additional KPIs to ensure that the Framework Agreement supports the emerging target operating model across central government (particularly in line with centralised sourcing and category management, procurement delivery centres and payment processing systems and shared service centres). This list is not exhaustive and may be developed during the Framework Agreement. The metrics that shall be agreed and implemented to measure efficiency shall be developed and agreed between the Authority and the Supplier during the Framework Agreement. Such metrics shall be incorporated into the list of KPIs set out in Part 3 of Schedule 1. The on-going progress and development of the efficiency tracking performance measures shall be reported through framework management activities as outlined in this Schedule 14 (Framework Management).

Framework Management Structure. The Supplier shall provide a suitably qualified nominated contact (the “Framework Manager”) who will take overall responsibility for delivering the Goods and/or Services required within this Framework Agreement, as well as a suitably qualified deputy to act in their absence. The Supplier shall put in place management a structure to manage the Framework Agreement in accordance with Framework Schedule 1 (ServicesGoods and/or Services and Key Performance Indicators). A full governance structure for the Framework will be agreed between the Parties during the Framework Agreement implementation stage. Framework Review Meetings Regular performance reviews will take place throughout the Framework Agreement Term and thereafter until the expiry or termination (‘“Framework Review Meetings’”). The exact timings and frequencies of such Framework Review Meetings will be determined by the Authority following award of the Framework AgreementCommencement Date. It is anticipated that during the first twelve (12) Months of the Framework Agreement Term the structure and frequency of the meetings will be as set out in paragraphs 2.2.2 54.3 to 2.2.5 54.5 below. Flexibility from both Parties will be expected over the frequency, timings and content of these reviews. Strategic Management Reviews: The Supplier Representative and Authority Representative shall meet every twelve (12) Months. The Authority sees these meetings Strategic Management Review Meetings as a vital element in developing a strategic relationship with the Supplier and to promote the building of a positive working relationship. The content of these meetings Strategic Management Review Meetings will be agreed between both Parties at least fourteen (14) Working Days before the date of the Strategic Management ReviewReview Meetings. The Strategic Management Review meeting Meetings will consider as a minimum: Overall overall framework performance including Supplier’s supply chain performance, including an assessment of SME’s SMEs being used to supply and/or deliver servicesGoods and/or Services; Efficiency efficiency opportunities, e.g. cost drivers (Supplier and Authority); Benchmarking benchmarking including progress against Government efficiency targets; Market market conditions (UK/Global market share, financials); Policy policy updates including emerging Government initiatives; Security security and Risk risk management. Review Meetings Management Review Meetings will be held every quarter between the Authority and the Supplier’s Framework Manager(s) and representatives from key Contracting Body’s Bodies at the Authority’s premises. The content of the review will be as set out but not limited to the information required detailed in paragraph 2.2.5 54.6 but the information reviewed at the meetings will be based on Monthly monthly Management Information provided by the Supplier Information. Operational Review Meetings. These Meetings will be held every quarter between the Authority and the Supplier’s framework management team. The content of the review will be as set out but not limited to the information required in paragraph 2.2.554.6. The Management Review Meetings and Operational Review Meetings may be held combined and thus held on the same date at the discretion of the Authority. The Management Review Meetings and Operational Review Meetings will focus on the operational performance of this Framework Agreement, which may include but is not limited to: Transition transition and on-boarding of key new customers (milestones and progress against targets) including contract compliance and supplier sector strategies (key customers can be defined as those of whom are of a strategic importance to the success of the framework); Compliance compliance against Key Performance Indicators (KPI’s) KPIs (e.g. response times, up time, first time fix rates, no. of units sold, volume); Framework Agreement revenue and savings performance, submission of management information, sector revenue performance; Incident incident and problem management including supplier helpdesk performance; Forward forward planning, opportunities and future efficiencies including standardisation and rationalisation; Contracting Body Satisfaction Surveys (quality and delivery of the Goods and/or Services etc.); New service new Good and/or Services roadmaps; Support support to category teams relating to cashable benefits; and A review of the Continuous Improvement Plan. KEY PERFOMANCE INDICATORS The Key Performance Indicators (KPIs) KPIs applicable to this Framework Agreement are set out in Framework Schedule 1 (ServicesGoods and/or Services and Key Performance Indicators). The Supplier shall establish processes to monitor its performance against the agreed KPIs in order to report progress to the Authority and/or Contracting Bodies. The Supplier shall at all times ensure compliance with the standards set by the KPIs. The Authority shall review progress against these KPIs to evaluate the effectiveness and efficiency of which the Supplier performs its obligations to fulfil the Framework Agreement. The Supplier’s achievement of KPIs shall be reviewed during Framework Review Meetings, in accordance with paragraph 2.2 54.2 above, and the review and on-going ongoing monitoring of KPIs will form a key part of the framework management process as outlined in this Framework Schedule 14 (Framework Management). The Supplier shall provide a Monthly report on its performance against each of the KPIs listed in Part 3 of Schedule 1. The Authority reserves the right to adjust, introduce new, or remove KPIs throughout the Contract Period, however any significant changes to KPIs shall be agreed between the Authority and the Supplier. EFFICIENCY TRACKING PERFORMANCE MEASURES The Supplier shall cooperate in good faith with the Authority to develop efficiency tracking performance measures for the Framework Agreement. This shall include but is not limited to: tracking reductions in product volumes and product costs, in order to demonstrate that Contracting Bodies are consuming less and buying more smartly; developing additional KPIs to ensure that the Framework Agreement supports the emerging target operating model across central government (particularly in line with centralised sourcing and category management, procurement delivery centres and payment processing systems and shared service centres). This list is not exhaustive and may be developed during the Framework Agreement. The metrics that shall be agreed and implemented to measure efficiency shall be developed and agreed between the Authority and the Supplier during the Framework Agreement. Such metrics shall be incorporated into the list of KPIs set out in Part 3 of Schedule 1. The on-going progress and development of the efficiency tracking performance measures shall be reported through framework management activities as outlined in this Schedule 14 (Framework Management)13.