0.25% Service Credit gained for each Booking service At least 98 percent Service helpdesk percentage under the availability available at all times specified performance measure. 100 percent of 0.25% Service Credit complaints gained for each Acknowledgement of acknowledged with percentage under the complaints three (3) Working Days specified performance of receipt measure 100 percent with 15 Complaints Working days of 0.25% Service Credit Make good/resolve receipt, unless the gained for each the compliant, nature of the complaint, percentage under the oversight or omission oversight or omission specified performance requires additional measure investigation Ordering of / As agreed timescales 0.25% Service Credit requesting Temporary or as stated in Clause gained for each work-seekers and/or fulfilment 6.7 of Annex A to Part percentage under the Work-seekers, as timescales A Framework Schedule specified performance appropriate 2 measure Provision of 0.25% Service Credit Temporary gained for each and/or As agreed fill rate percentage under the as specified performance appropriate measure 0.25% Service Credit Compliance with gained for each Provision of relevant Policy and 100 percent compliance percentage under the Temporary Legislation specified performance and/or measure as Relevant appropriate Safeguarding and 0.25% Service Credit Employment Checks gained for each conducted on 100 percent compliance percentage under the Candidates to specified performance Introduction to the measure Customer Service Level Key Service Credit for Performance Performance measure Indicator each Service Period Criteria Category Service Level Timescales Service Credit
Service helpdesk Booking service availability At least 98 percent available at all times 0.25% Service Credit gained for each percentage under the specified performance measure. Complaints Acknowledgement of complaints 100 percent of complaints acknowledged with three (3) Working Days of receipt 0.25% Service Credit gained for each percentage under the specified performance measure Make good/resolve the compliant, oversight or omission 100 percent with 15 Working days of receipt, unless the nature of the complaint, oversight or omission requires additional investigation 0.25% Service Credit gained for each percentage under the specified performance measure Ordering of / requesting Temporary work-seekers and/or Work-seekers, as appropriate fulfilment timescales As agreed timescales or as stated in Clause 6.7 of Annex A to Part A Framework Schedule 2 0.25% Service Credit gained for each percentage under the specified performance measure Provision of Temporary and/or as appropriate Provision of Temporary and/or as appropriate As agreed fill rate 0.25% Service Credit gained for each percentage under the specified performance measure Compliance with relevant Policy and Legislation 100 percent compliance 0.25% Service Credit gained for each percentage under the specified performance measure Relevant Safeguarding and Employment Checks conducted on Candidates to Introduction to the Customer 100 percent compliance 0.25% Service Credit gained for each percentage under the specified performance measure Performance Criteria Service Level Key Indicator Performance measure Service Credit for each Service Period Category Service Level Timescales Service Credit
Order%20Form%20and%20Call%20Off%20Terms%20V1.docx