Common use of Key Performance Indicators Clause in Contracts

Key Performance Indicators. The following KPIs will be initially applied by the Authority from the Commencement Date of the Framework Agreement. Performance Criteria Key Indicator Performance Measure Complaints Resolution Resolution of Customer 100% of complaints to be responded to within 2 working days of receipt of the complaint. 98% of complaints to be resolved or have an agreed action plan in place within 10 working days. Return of MI Accuracy/ Timeliness The Supplier shall ensure that no less than 11 separate monthly returns are made correct and on time (by 7th of each month) in each calendar year Update of information to Government procurement Service (e.g. contact details, Government catalogue) Number of occurrences of inaccurate information annually. No more than one discrepancy identified in any 1 calendar year

Key Performance Indicators. The following KPIs will be initially applied by the Authority from the Commencement Date of the Framework Agreement. Performance Criteria Key Indicator Performance Measure Complaints Resolution Resolution of Customer 100% of complaints to be responded to within 2 working days of receipt of the complaint. 98% of complaints to be resolved or have an agreed action plan in place within 10 working days. Return of MI Accuracy/ Timeliness The Supplier shall ensure that no less than 11 separate monthly returns are made correct and on time (by 7th of each month) in each calendar year Update of information to Government procurement Service (e.g. contact details, Government catalogue) Number of occurrences of inaccurate information annually. No more than one discrepancy identified in any 1 calendar yearyear Invoicing Accurate 98% accuracy rate every month