Operational Framework. Service NSW operational framework outlines how operations are managed on a day-to-day basis. Operational Support Description Knowledge Management Service NSW creates and maintains support material (knowledge articles) for serving customers. These will be sent to the Council for endorsement of content accuracy bi-annually Complaints Management Service NSW will record complaints and its supporting information unless resolved at the outset. Service NSW will contact the Council where assistance is required Issues Management Issues relating to existing products and services should be raised via xxxxxxxxxxxx@xxxxxxx.xxx.xxx.xx or directly with the Relationship Manager The Relationship Manager will assess the issue and facilitate a resolution within Service NSW, providing regular updates Quality control framework/ compliance Service NSW has a quality control framework that governs transactional activities in line with risk assessment at the time of onboarding The framework includes: ₋ Regular review of contact centre calls, including being assessed against procedure and process used by the agent during the call ₋ Daily quality checks of transactions undertaken by the service centre ₋ Quarterly compliance reviews and certifications provided by all service delivery channels
Operational Framework. 4.1. Title of operation 4.2. Exact location of the operation - Map
Operational Framework. Service NSW operational framework outlines how operations are managed on a day-to-day basis. Operational Support Description Knowledge Management Service NSW creates and maintains support material (knowledge articles) for serving customers. These will be sent to the Agency for endorsement of content accuracy bi-annually Complaints Management Service NSW will record complaints and its supporting information unless resolved at the outset. Service NSW will contact the Agency where assistance is required Issues Management Issues relating to existing products and services should be raised via xxxxxxxxxxxx@xxxxxxx.xxx.xxx.xx or directly with the Relationship Manager The Relationship Manager will assess the issue and facilitate a resolution within Service NSW, providing regular updates Quality control framework/ compliance Service NSW has a quality control framework that governs transactional activities in line with risk assessment at the time of onboarding The framework includes: ₋ Regular review of contact centre calls, including being assessed against procedure and process used by the agent during the call ₋ Daily quality checks of transactions undertaken by the service centre ₋ Quarterly compliance reviews and certifications provided by all service delivery channels 2.1. IT Operations & Support Service NSW runs a 24/7, 365 days a year service desk. Unplanned interruptions or degradations in quality of service should be raised to the Service NSW Service Desk on 1300 697 679 (option 2) or xxxxxxxxxxx@xxxxxxx.xxx.xxx.xx Incident response times in our production environment are prioritised based upon urgency and impact, with associated response and resolution times. Priority Code Service Level Target Response/Resolution Time P1 - Critical Response: Immediate response, action/update within 15 minutes Resolution: 2 hours P2 - High Response: Immediate response, action/update within 30 minutes Resolution: 4 hours P3 - Medium Response: 8 hours Target Resolution: 10 working days P4 - Low Response: Email notification of call being logged within 2 days. Response by email or phone within 2 working days Target Resolution: 20 working days Where vendors or other government platforms are involved, Service NSW utilises a best practice vendor governance framework for service level Agreements and for priority 1 and 2 incidents.
Operational Framework. The Strategic Alliance will be governed by a Board. Routine running of the Alliance will be administered by Alliance Managers with project teams set up to deliver individual projects. These three levels will have access to an Alliance Reference Group (drawn from both organizations) and a external group of experts. The structure is diagrammatically represented below. General pool of Queensland people with skills in pavements Senior Management Policy Technical Main Roads AAPA advice reporting Team Leader Team Leader Team Leader Alliance Managers Alliance Board approval reporting support reporting Project Teams skills
Operational Framework. (4.7.2.) Indicator(s) and source(s) of verifications 4.
Operational Framework. 43.1 Both Parties are committed to responding to the changing environment and delivering post compulsory education programs. The Parties agree to work together to ensure the effective promotion and delivery of quality programs and the ongoing monitoring and improving of services.
Operational Framework. 4.1. Title of the Action 4.2. Exact location of the implementation - Map
Operational Framework. Information housed within the MoDEx System contains criminal justice information and shall only be accessed by criminal justice agencies as defined in Title 28(20.3) and 43.
Operational Framework. 4.1 The Court will designate in writing a single official point of contact (the “Court Administrator/Coordinator”) for each application, and provide contact information to the County including email address, office telephone number, and mobile telephone number for each contact. Tasks, assignments, and projects must be coordinated and/or approved by such contact prior to County staff performing work.
Operational Framework. (4.5.2.) Identify the status and give details of the beneficiaries: 4. OPERATIONAL FRAMEWORK
