SCHEDULE 3 – KEY PERFORMANCE INDICATOR (KPI) SCHEDULE
KPI No
Activity Description
Measurement
Frequency
Target %
Service
1
Management Information
(Accurate and provided within required timescales).
Quarterly
96%
2
Response Times: Critical of 2 working hrs (or otherwise agreed with Client)
Response time is defined as “the time it takes for an engineer to attend the Client’s site (or resolved remotely) after the fault has been reported to the Contractor”.
Critical response time is typically required when a product has completely failed and there is no reasonable alternative product/option available.
The Client will indentify the response required as “critical” when reporting the fault.
(Critical response on time/total no. of critical responses) x 100
Quarterly
90%
3
Response Times: Standard of 4 working hrs (or 2 hours for Very High Volume) (or otherwise agreed with Client)
Response time is defined as “the time it takes for an engineer to attend the Client’s site (or resolved remotely) after the fault has been reported to the Contractor”.
Standard response is required when a product has failed, however some functionality may be available or there may be an alternative product/option available.
(Standard response on time/total no. of standard responses) x 100
Quarterly
90%
4
Fix Times: 4 working hrs
(Number of fixes within 4 hrs/total no. of fixes) x 100
Quarterly
90%
5
First Time Fix
First Time Fix is defined as “the volume of faults per product fixed first time that did not require a follow up visit to repair a similar fault within 4 weeks”.
(Number of first time fixes/total no. of fixes) x 100
Quarterly
95%
Delivery
6
Delivery & Installation
(Delivered & installed on time/total number of deliveries) x 100
Quarterly
94%
Quality
7
Product Up Time
Uptime is defined as the % of time that all primary functions are running simultaneously. Primary functions include print, copy, scan, email and/or fax plus any other feature critical to the performance of the product.
(The average uptime for products/software, based on standard working day.For example, if there are 50 days in a quarter with an average working day of 8.5 hrs, products/software must be available for 412 hrs out of 425 hrs covered).
Quarterly
97%
8
Client Satisfaction
(Client perception of products/services taken from agreed Client satisfaction survey)
Annual
[Target for KPI 8 TBD post framework award]
Cost
9
Price Competitiveness
(Products/Services are competitively priced against benchmarked market rates).
Annual
Yes
Or
No
10
Invoice Accuracy
(Number of accurate and on time invoices/total number of invoices)
Quarterly
95%
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