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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 \u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587@\u2587\u2587\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587.\u2587\u2587\u2587.\u2587\u2587 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: \u208b Regular review of contact centre calls, including being assessed against procedure and process used by the agent during the call \u208b Daily quality checks of transactions undertaken by the service centre \u208b Quarterly compliance reviews and certifications provided by all service delivery channels\n2.1. 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 \u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587@\u2587\u2587\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587.\u2587\u2587\u2587.\u2587\u2587 Incident response times in our production environment are prioritised based upon urgency and impact, with associated response and resolution times. 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.", "samples": [{"hash": "b64iQH6aN1I", "uri": "/contracts/b64iQH6aN1I#operational-framework", "label": "Partnership Agreement", "score": 30.8582763572, "published": true}, {"hash": "79qIjnMl4o9", "uri": "/contracts/79qIjnMl4o9#operational-framework", "label": "Partnership Agreement", "score": 30.7761553298, "published": true}, {"hash": "kCDUHUCZKaB", "uri": "/contracts/kCDUHUCZKaB#operational-framework", "label": "Partnership Agreement", "score": 30.6995090375, "published": true}], "hash": "ac2ce7c744cba12ef8e2b4212a994b11", "id": 1}, {"snippet_links": [], "size": 6, "snippet": "2 Performance and accessibility", "samples": [{"hash": "41HMEBuO1Z9", "uri": "/contracts/41HMEBuO1Z9#operational-framework", "label": "Service Agreement", "score": 36.2548945848, "published": true}, {"hash": "1fQkCUUMV32", "uri": "/contracts/1fQkCUUMV32#operational-framework", "label": "Service Agreement", "score": 36.1328220037, "published": true}, {"hash": "gboZIKHn2QG", "uri": "/contracts/gboZIKHn2QG#operational-framework", "label": "Service Agreement", "score": 35.7692135782, "published": true}], "hash": "6fcda0ec555e328e2d31c5bb6c05b6ec", "id": 2}, {"snippet_links": [{"key": "of-operation", "type": "clause", "offset": [11, 23]}, {"key": "location-of", "type": "definition", "offset": [35, 46]}, {"key": "the-operation", "type": "clause", "offset": [47, 60]}], "size": 4, "snippet": "4.1. 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Exact location of the operation - Map", "samples": [{"hash": "a4ZLIIS3kt7", "uri": "/contracts/a4ZLIIS3kt7#operational-framework", "label": "Framework Partnership Agreement", "score": 19.0, "published": true}, {"hash": "8PNacZjedx7", "uri": "/contracts/8PNacZjedx7#operational-framework", "label": "Framework Partnership Agreement", "score": 19.0, "published": true}, {"hash": "3KFe1Z8oyyR", "uri": "/contracts/3KFe1Z8oyyR#operational-framework", "label": "Framework Partnership Agreement", "score": 19.0, "published": true}], "hash": "747acfc0c5869f475b3c5cc164376ca2", "id": 3}, {"snippet_links": [], "size": 3, "snippet": "Indicator(s) and source(s) of verifications 4.", "samples": [{"hash": "5wft7KC8lRT", "uri": "/contracts/5wft7KC8lRT#operational-framework", "label": "Framework Partnership Agreement", "score": 21.0, "published": true}], "hash": "545c469497bcb95b9d70585baa782dbe", "id": 4}, {"snippet_links": [{"key": "logical-framework", "type": "clause", "offset": [12, 29]}, {"key": "the-operation", "type": "clause", "offset": [82, 95]}], "size": 1, "snippet": "The interim logical framework matrix is adapted in light of the implementation of the operation.", "samples": [{"hash": "5wft7KC8lRT", "uri": "/contracts/5wft7KC8lRT#operational-framework", "label": "Framework Partnership Agreement", "score": 21.0, "published": true}], "hash": "62a0c7eedd296c13e3a6f3ddb28b44d0", "id": 5}, {"snippet_links": [{"key": "location-of-the-action", "type": "clause", "offset": [10, 32]}], "size": 1, "snippet": "4.1 Exact location of the Action (include map of action location) Map of action location (reference)", "samples": [{"hash": "1gm8ivCpgEU", "uri": "/contracts/1gm8ivCpgEU#operational-framework", "label": "Modification Request", "score": 23.0595161214, "published": true}], "hash": "4bb014f3597c6b8b0c6bd8bc4e91e4e8", "id": 6}, {"snippet_links": [{"key": "detailed-information", "type": "definition", "offset": [13, 33]}, {"key": "disaster-management", "type": "clause", "offset": [183, 202]}, {"key": "risk-reduction", "type": "clause", "offset": [259, 273]}, {"key": "disaster-preparedness", "type": "clause", "offset": [276, 297]}, {"key": "situation-a", "type": "definition", "offset": [998, 1009]}, {"key": "agreement-number", "type": "definition", "offset": [2841, 2857]}], "size": 1, "snippet": "4.3.2.2 MORE DETAILED INFORMATION PER RESULT - Result (1) Une m\u00e9thodologie nationale contribue au renforcement de la r\u00e9duction des risques dans les processus de reconstruction. Local disaster management components Institutional linkages and advocacy Disaster Risk Reduction / Disaster Preparedness Suite \u00e0 ce d\u00e9sastre de janvier 2010, le gouvernement et ses partenaires nationaux et internationaux ont tous voulu int\u00e9grer la r\u00e9duction du risque dans les projets de reconstruction et d'am\u00e9nagement urbain. N\u00e9anmoins, deux probl\u00e8mes sont rapidement apparus dans cette int\u00e9gration :\n(i) La diversit\u00e9 entre les m\u00e9thodologies d'int\u00e9gration de la r\u00e9duction des risques dans les projets de reconstruction et d'am\u00e9nagement urbain en termesde composantes, d'approche avec la contrepartie nationale et de processus de mise en oeuvre ; et\n(ii) L'absence de m\u00e9canismes et d'outils clairs pour le renforcement des institutions nationales dans le domaine de la r\u00e9duction du risque dans les zones urbaines. Cette situation a emp\u00each\u00e9 une r\u00e9elle capitalisation et une harmonisation des pratiques \u00e0 la base du d\u00e9veloppement d'un outil conjoint de r\u00e9duction des risques dans les zones urbaines ainsi qu'un transfert effectif de l'expertise et des techniques vers les institutions nationales travaillant dans la reconstruction et l'am\u00e9nagement urbain. Actuellement, les bailleurs continuent \u00e0 financer les projets de reconstruction et d'am\u00e9nagement urbain. Chacun de ces projets fait appel \u00e0 des standards diff\u00e9rents. Le risque est que sans le d\u00e9veloppement d'une m\u00e9thodologie nationale, chacun des projets financ\u00e9s va d\u00e9velopper sa propre m\u00e9thodologie ; cr\u00e9ant ainsi une diversit\u00e9 technique qui ne pourra pas \u00eatre canalis\u00e9e et transf\u00e9rer aux autorit\u00e9s nationales pertinentes. Pour \u00e9viter la multitude des standards et renforcer les capacit\u00e9s des institutions nationales, il est propos\u00e9 dans ce r\u00e9sultat de poursuivre les activit\u00e9s suivantes :\n(i) Une \u00e9valuation des m\u00e9thodologies existantes de r\u00e9duction des risques dans les zones urbaines - incluant une identification des acteurs, des m\u00e9canismes - comme ceux relatifs a l'int\u00e9gration des vuln\u00e9rabilit\u00e9es des groupes de population ;\n(ii) Le d\u00e9veloppement d'une m\u00e9thodologie nationale pour la r\u00e9duction des risques dans les zones urbaines ;\n(iii) La r\u00e9alisation d'un atelier de validation de la m\u00e9thodologie nationale par le gouvernement\n(iv) La d\u00e9finition d'une strat\u00e9gie pour le renforcement des capacit\u00e9s des institutions pertinentes \u00e0 l'utilisation de la m\u00e9thodologi; et\n(v) La mise sur pied d'un groupe de travail sur la r\u00e9duction des risques urbains. Ce groupe permettra de renforcer la coordination des acteurs impliqu\u00e9s dans la r\u00e9duction des risques dans les zones urbaines. Il sera \u00e9galement le coeur de la strat\u00e9gie du Gouvernement envers les acteurs pour l'application de la m\u00e9thodologie nationale. Agreement number: ECHO/DIP/BUD/2013/94004 page 18/45 Un document de m\u00e9thodologie nationale pour la r\u00e9duction des risques dans les zones urbaines est \u00e9labor\u00e9 avec des recommandations pour sa mise en oeuvre syst\u00e9matique dans la planification urbaine Document de m\u00e9thodologie; document des recommendations; compte rendu de l'atelier de validation. . Dans le domaine de la reconstruction et de l'am\u00e9nagement urbain, depuis 2010, les diff\u00e9rentes initiatives de reconstruction et d'am\u00e9nagement urbain n'ont pas toutes int\u00e9gr\u00e9es la r\u00e9duction des risques. Celles qui l'ont faites ont \u00e9t\u00e9 mises en place par diff\u00e9rents partenaires nationaux et internationaux de fa\u00e7on s\u00e9par\u00e9e, sans un \u00e9change en termes de bonnes pratiques et de faiblesses sur les projets r\u00e9alis\u00e9s. Certaines initiatives ont fait leur preuve et rencontr\u00e9 un certain succ\u00e8s dans leur application, notamment dans le cadre du Projet 16/6 avec les plans de r\u00e9duction des risques (PPR). Dans un pays ou la vuln\u00e9rabilit\u00e9 en milieu urbain est tr\u00e8s \u00e9lev\u00e9e, il est important d'instaurer une m\u00e9thodologie nationale standardis\u00e9e permettant une harmonisation des diff\u00e9rentes m\u00e9thodologies existantes et le d\u00e9veloppement de recommandations claires.", "samples": [{"hash": "1gm8ivCpgEU", "uri": "/contracts/1gm8ivCpgEU#operational-framework", "label": "Modification Request", "score": 23.0595161214, "published": true}], "hash": "7f731db292385abc8ae1bfc19bfb145b", "id": 7}, {"snippet_links": [{"key": "the-beneficiaries", "type": "clause", "offset": [46, 63]}], "size": 1, "snippet": "5.2.) Identify the status and give details of the beneficiaries: 4. 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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. 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Tasks, assignments, and projects must be coordinated and/or approved by such contact prior to County staff performing work.\n4.2 The Court will provide adequate workspace, resources, and staff for assistance in testing and analysis for those functions that must be performed at the Service Locations. This may include testing of system updates and or upgrades outside normal business hours.\n4.3 The Court will cooperate to enable County staff to provide day to day operations including maintenance, data backup, problem resolution and routine upgrades.\n4.4 All Court information systems must be configured to a standard acceptable to the County.\n4.5 The Court will ensure that all servers and workstations are equipped with virus protection software that is current and functional.\n4.6 The Court will take all steps necessary to comply with the California Department of Motor Vehicles (DMV) standards for Add/Change/Delete access to the DMV\u2019s Secured State Network.\n4.7 The Court shall ensure that only authorized staff performs application or system maintenance or development functions.\n4.8 Court staff shall support and comply with all applicable policies, procedures and legal requirements regarding the use of Information Technology Services. 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