It is expected that the Delivery Network Partner will sign a formal agreement, in the form of either a Contract with Shaw Trust. It is anticipated that the agreement type used will be proportionate to the service value and service type for each Delivery Partner. The Provider will be responsible for the collection of delivery activity, performance monitoring and information which demonstrates how they have met the outcomes for the people they are delivering a service to. This will be undertaken in a timely manner and provided in a format which meets the requirement of Shaw Trust. This will be provided in both quantitative and qualitative format, in order to demonstrate the breadth of activity. Each Provider will have regular scheduled contract monitoring meetings with Shaw Trust to discuss delivery of the service and performance against the agreed outcomes. Formal analysis of delivery activity will be discussed and reviewed at the contract monitoring meetings. Each Provider will be expected to demonstrate the impact of their service or provision against a set of Outputs, Participant Outcomes and Quality metrics: 7.2. Performance Metrics The below table provides an indication of what requirements will be applied but this will be agreed within contract negotiations and proportionally applied. (Volumes and timeframes) (Quarterly) Outputs Outcomes Quality Metrics Numbers attending each Helping people achieve personal Number of unresolved complaints contracted activity goals and ambitions. Number of serious incidents Throughput and progression Progressive mutual support in a Vacancy Management figures for each contracted shared journey of recovery. Volunteer engagement activity Supporting participants to access Service user feedback Referrals received community resources and assets. mechanisms and outcomes Accepted and actual starts Giving people the confidence and Evidence of continuous quality Unable to start support to access the services improvement activity Rejected and support as part of their Onward referral data Number – Response time to referrals recovery journey. and percentage of participants Waiting times Helping people to recognise their accessing mainstream activities own resources and seek their during and at completion of own solutions. service provision this will – Facilitating progression towards include who; where; what and independence why. 8. Contract/service management requirements this will need to be updated – A Performance Management Framework based on the expected contract performance will be agreed and written into the contract, outlining key review dates, information required, etc following an agreement to contract. 9. Procurement and contractual requirements Key Dates:
It is expected that the Delivery Network Partner will sign a formal agreement, in the form of either a Contract with Shaw Trust. It is anticipated that the agreement type used will be proportionate to the service value and service type for each Delivery Partner. The Provider will be responsible for the collection of delivery activity, performance monitoring and information which demonstrates how they have met the outcomes for the people they are delivering a service to. This will be undertaken in a timely manner and provided in a format which meets the requirement of Shaw Trust. This will be provided in both quantitative and qualitative format, in order to demonstrate the breadth of activity. Each Provider will have regular scheduled contract monitoring meetings with Shaw Trust to discuss delivery of the service and performance against the agreed outcomes. Formal analysis of delivery activity will be discussed and reviewed at the contract monitoring meetings. Each Provider will be expected to demonstrate the impact of their service or provision against a set of Outputs, Participant Outcomes and Quality metrics: 7.2. Performance Metrics The below table provides an indication of what requirements will be applied but this will be agreed within contract negotiations and proportionally applied. Outputs (Volumes and timeframes) Outcomes Quality Metrics (Quarterly) Numbers attending each contracted activity Throughput and progression figures for each contracted activity Referrals received Accepted and actual starts Unable to start Rejected Response time to referrals Waiting times Helping people achieve personal goals and ambitions. Progressive mutual support in a shared journey of recovery. Supporting participants to access community resources and assets. Giving people the confidence and support to access the services and support as part of their recovery journey. Helping people to recognise their own resources and seek their own solutions. Facilitating progression towards independence Number of unresolved complaints Number of serious incidents Vacancy Management Volunteer engagement Service user feedback mechanisms and outcomes Evidence of continuous quality improvement activity Onward referral data – Number and percentage of participants accessing mainstream activities during and at completion of service provision – this will include who; where; what and why. 8. Contract/service management requirements – this will need to be updated A Performance Management Framework based on the expected contract performance will be agreed and written into the contract, outlining key review dates, information required, etc following an agreement to contract. 9. Procurement and contractual requirements Key Dates:
A4W-Service-Specification-2018-(2)-(2).docx