GQI (Lot X, Contractor Y) = The GQI is calculated over the quality indicators defined in all processes (i.e. CMP, OP and DP). The GQI value is re-calculated every month by the contractor, as part of the reporting obligations, since contract signature, or over the last 12 months (whichever period is shorter). The minimum global acceptable quality value is the weighted average of the "minimum acceptable values" (i.e. MAV) of individual quality indicators, i.e.: GQI min (Lot X, Contractor Y) = (Σ(MAV*weight)/Σ(weight)) Example (in LOT1): For the indicator "CMP-1", MAV = 1.00 and weight = 4 For the indicator "CMP-5", MAV = 0.90 and weight = 2 The following sections define what happens in case the minimum global acceptable quality value is not met by the contractor, both during and after contract phase-in. Service performance levels for Contract Management Process (CMP process)-ALL LOTS Minimum Quality indicator Quality indicator acceptable Weight Immediate action / Comments measurement Number of meeting The AGENCY can impose minutes sent within liquidated damages of 300 eur CMP-1 the deadlines / 90% 4 per day of delay in the delivery number of contract of the minutes of contract follow-up meetings follow-up meetings The AGENCY can impose CMP-2 Number of conform liquidated damages of 500 eur reports / Total Conformance of monthly 90% 5 per monthly report found to be number of reports reports non-conform (Number of paper based or electronic timesheets duly completed for month "M-1" before CMP-3 The AGENCY can impose the fourth working 95% 10 liquidated damages of 50 eur Delays for processing day of month per day of for a timesheet timesheets "M")/(Total number of paper based or electronic timesheets due for month "M-1")
GQI (Lot X, Contractor Y) = The GQI is calculated over the quality indicators defined in all processes (i.e. CMP, OP and DP). The GQI value is re-calculated every month by the contractor, as part of the reporting obligations, since contract signature, or over the last 12 months (whichever period is shorter). The minimum global acceptable quality value is the weighted average of the "minimum acceptable values" (i.e. MAV) of individual quality indicators, i.e.: GQI min (Lot X, Contractor Y) = (Σ(MAV*weight)/Σ(weight)) Example (in LOT1): For the indicator "CMP-1", MAV = 1.00 and weight = 4 For the indicator "CMP-5", MAV = 0.90 and weight = 2 The following sections define what happens in case the minimum global acceptable quality value is not met by the contractor, both during and after contract phase-in. Service performance levels for Contract Management Process (CMP process)-ALL LOTS Quality indicator Quality indicator measurement Minimum acceptable Weight Immediate action / Comments CMP-1 Number of meeting minutes sent within the deadlines / number of contract follow-up meetings 90% 4 The AGENCY can impose liquidated damages of 300 eur per day of delay in the delivery of the minutes of contract follow-up meetings CMP-2 Conformance of monthly reports Number of conform reports / Total number of reports 90% 5 The AGENCY can impose liquidated damages of 500 eur per monthly report found to be non-conform CMP-3 Delays for processing timesheets (Number of paper based or electronic timesheets duly completed for month "M-1" before the fourth working day of month "M")/(Total number of paper based or electronic timesheets due for month "M-1") 95% 10 The AGENCY can impose liquidated damages of 50 eur per day of for a timesheet
annex_2_service_level_requirements_0.docx