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SCHEDULE EO5- APS SERVICE MANAGEMENT
1. OBJECTIVES OF SERVICE MANAGEMENT
ods The objectives of the management of the APS are to
monitor and manage the delivery of the APS, and to
report on the same to the Contract Steering Group
defined in Schedule A04.
12s The sections below detail (without limitation) the
specific objectives of key activities that will be
undertaken. The significance of the detailed tasks may
vary over the life of this Codified Agreement.
2. ORGANISATION
2.1. General
2.1.1. The Contractor and POCL shall establish an
organisational structure to manage the delivery of the
APS in accordance with Schedule E01 and all other
applicable provisions hereof. The key roles within this
organisation are identified in sections 3 and 4 below.
2.1.2. Any changes to the organisation defined in this Schedule
shall be made in accordance with Clause 101.2.
2.1.3. The specific individuals to fulfil the roles identified
in the organisation shall be communicated in writing
between the parties to this Codified Agreement.
3. CONTRACTOR ROLES KEY TO THE DELIVERY OF THE SERVICE
3.1. Introduction
3.1.1. The roles and responsibilities within the Contractor's
organisation specific to the delivery of the APS are
detailed below. One person may perform more than one of
these roles.
3.2, Operational Service Manager
3.2.1. The Operational Services Manager shall be responsible
for building a strategic relationship at the appropriate
level in POCL with an emphasis on operational
requirements of this Service. The Operational Services
Manager shall attend the quarterly Service Review
Meeting.
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CODIFIED AGREEMENT SCHEDULE E05 RESTRICTED CONTRACTS
3.3. Service Manager
3.3.1. The Service Manager shall be responsible for the overall
delivery of the APS to POCL. The Service Manager shall
specifically be responsible for:
a)the maintenance of Service Levels in accordance with
Schedule E08;
b)the provision of monthly service reports as described
below;
¢)briefing the Contractor’s attendees at the Contract
Steering Group Meetings as described in Schedule A04;
d)briefing the Operational Services Manager in advance of
the quarterly service review meetings;
e) facilitating joint quality initiatives with POCL.
3.4. The Service Help Desk Manager
3.4.1. The Horizon System Helpdesk manager for this service
shall be responsible for the management of POCL problems
and enquiries.
4. POCL ROLES KEY TO THE DELIVERY OF THE SERVICE
4.1. Introduction
4.1.1. The roles and responsibilities of POCL specific to
Service Management are detailed below. One person may
perform more than one of these roles.
4.2. Business manager
4.2.1. The POCL Business Manager is the individual responsible
for the business which the Service supports. The
Business Manager shall attend the quarterly Service
Review Meeting.
4.3. POCL Liaison Manager
4.3.1. The POCL Liaison Manager is responsible for the day-to-
day liaison with the Contractor. The POCL Liaison
Manager provides the first point of contact with the
Contractor. This manager shall specifically be
responsible for:
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CODIFIED AGREEMENT SCHEDULE E05 RESTRICTED CONTRACTS
(a) monitoring delivered Service Levels;
(b) receipt and analysis of the Contractor's monthly
service reports;
(c) briefing the POCL Business Manager in advance of the
Service Review Meetings;
{d) briefing the POCL attendees at the Contract Steering
Group Meetings as described in Schedule A04;
(e) facilitating joint quality initiatives with the
Contractor.
Key Personnel
. The specific individuals who fulfil the roles defined
for POCL shall be notified to the Contractor in writing
in advance of their taking up the post.
5. ESCALATION PROCEDURES
Ske The Contractor and POCL shall operate escalation
procedures for issues affecting the APS in accordance
with the provisions of Schedule A04 of the Codified
Agreement.
6. MONITORING
6.1. Service Reporting
6.1.1. The Contractor shall provide POCL with monthly service
Management reports, which shall be produced within
five(5) working days of the calendar month end, unless
agreed otherwise. The service management reports shall
allow POCL to monitor the Contractor's Service provision
and achievement of the Service Levels.
6.1.2. Service management reports shall include but are not
restricted to the following attributes:
(a) availability of service;
(b) service breaks/service failures;
(c) planned maintenance breaks;
(d) service delivery changes; and
(e) Incidents resolved and outstanding;
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(£) and data to support Schedule 8.
6.1.3. The Contractor shall provide POCL with access to the raw
data used to generate service management reports when
requested to allow PpocL to generate POCL internal
reports.
6.2. Service Review Meetings
6.2.1. The POCL Business Manager and the Contractor's
Operational Service Manager shall meet every three
months (or as otherwise agreed by the POCL Business
Manager and the Contractor’s Operational Service
Manager) to review Service Levels, Incidents and
Problems reported in the previous period.
6.2.2. In addition POCL shall advise the Contractor of its
requirements for implementation of the Service at new
Outlets.
6.2.3. Other Contractor staff and POCL staff may attend these
meetings at the request of either the Contractor or POCL
to resolve particular matters on the agenda.
6.2.4. A typical agenda for such a meeting may include, without
limitation:
(a) Service management reports;
{b) highlights of previous period’s service statistics,
concentrating on failures to meet required Service
Levels, including major Incidents reported, Service
trends and Service achievements;
{c) explanation of unresolved Incidents and, in
particular, any matters still outstanding;
(d) review of the on-going actions, such as fault
correction, agreed service changes and any POCL
related work;
(e) change management progress report;
{f) suggestions for improvements to Service;
(g) advance notification of major changes and new work,
and review of the impact these may have on Service
requirements;
(h) any implementation requirements.
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6.2.5. The Contractor shall prepare the necessary reports for
discussion at these meetings.
6.2.6. POCL shall keep a record of these meetings and shall
distribute the record to the Contractor and to the POCL
Contract Manager for review at the Contract Steering
Group Meeting (see Schedule A04).
6.2.7. The Service Review Meeting shall normally take place
at least five (5) days after the delivery date of each
third monthly service management report provided by the
Contractor
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