To monitor, report and proactively improve service performance we will:

Measure, manage and record levels of service, KPIs, report the service levels achieved in a monthly service report, instigate any corrective actions and discuss these during the monthly service review meeting to review the report and agree any required actions, review the performance against KPIs and identify any necessary service improvement activity.

To ensure the smooth transition of a contract and delivery of service, the account management team arrange:

  • Relationship Management Committee
  • Performance review meetings
  • Regular, robust, timely and informative management reporting
  • Internal contract reviews
  • Improvement indicators
  • Business handover plans