Informal Communication. We want to use every method possible to communicate and engage with FPBs. We have a host of value-added services that can be extended to the FPBs. We hold events each year targeted at Interims including our annual CIO Survey, Diversity events and round tables. We invite Framework bodies to speak at our events to enhance their employer brand (previous speakers include ▇▇▇▇ ▇▇▇▇▇▇, CIO, Scottish Government). They’re a fantastic way for us to network with FPBs and communicate in a less formal setting. We also hold CSR events in conjunction with our chosen charity Byte Night/Action for Children which we invite clients to. REDACTED PHOTOS & IMAGES Reporting mechanisms for the provision of management information We will work with FPBs and agree content and format of Management Information (MI) at Mobilisation phase and adjust, if necessary, later. Our MI is paperless and therefore supports sustainable development and the Scottish Ministers' 'Greener Scotland' strategic objective. We produce weekly/monthly and quarterly internal MI reports to aid continuous improvement and submit bespoke monthly/quarterly/annual reports to FPBs. Reports will be submitted to the FPB CMs within 14 working days of the end of each month. REDACTED IMAGE We will work with FPBs to provide information for Freedom of Information requests, Parliamentary Questions or Ministerial Correspondence. We submit quarterly reports consolidating information for all FPBs to the Framework’s Strategic Contract Manager (FSCM). These Management Information reports will include, as a minimum, the following details: ● Organisation ● Department ● FPB Contact ● Named Job Role ● FPB Job Grade (if applicable); ● Start Date ● End Date ● Time in post; ● Hourly Pay Rate ● Hours Worked ● Cumulative Pay ● Reason for temp worker being used (e.g. maternity leave) ● Reason temp worker left assignment ● Quantity of management complaints ● Reasons for management complaints ● Quantity of escalations ● Quantity and percentage of posts not filled within agreed Service Level Agreements (SLAs) ● Reasons for any failure to meet SLAs ● Detailed figures regarding Key Performance Indicators (explained in clause 4.13) MI can be REDACTED TEXT Data quality and accuracy is one of our primary objectives, and staff members receive comprehensive training in the use of the systems from our Business Services Team. REDACTED IMAGE At the end of each assignment we provide FPB line-management with a standard exit report for completion, detailing the performance of the exiting contractor. We will seek to ensure exit reports are completed on all assignments and are returned to the FPB within one month of assignment end. We collate exit reports from all FPBs and analyse the data to identify key trends to improve performance, these are used at review meetings with FSCM. We will conduct biannual surveys of FPBs measuring levels of satisfaction with the HN. Findings will be shared with FPBs, CMs and the ASCM and used to ensure continuous improvement, address any concerns that are identified and highlight successes and best practice. Out of hours procedures Our standard hours of work are from 8:30am to 6:30pm Monday to Friday - Consultants and other staff have access to emails via mobile and full remote access. This meets most of our clients’ requirements. Where peaks in volume arise, or a client has a particular requirement for regular out of hours support, the Account Manager will ensure the Account Team will work the hours required to meet demand and adhere to service levels. The Account Manager/Account Team are contactable at all times via their mobile phone. We have a 24/7 dedicated helpdesk number to accommodate out of hours contact. This is staffed using an on-call rota which all Team members would participate in. There are clear documented guidelines to ensure that the correct ▇▇▇▇▇▇ ▇▇▇▇ contact, with appropriate levels of authority, is dealing with any out of hours enquiry. FPBs and candidates will be informed of the service by the Account Team and details displayed on our dedicated website. All branded materials that we develop during the duration of the framework agreement would prominently display the helpdesk number. Complaints Management & escalation We have an established formal escalation route in place with clear written protocols that is bespoke to this Framework. This will be approved by the ASCMs/FPBs amended to accommodate existing processes. Within 4 hours of being notified of the complaint REDACTED TEXT Within 1 working day REDACTED TEXT REDACTED TEXT Immediately on rejection REDACTED TEXT Within 1 working day of escalation REDACTED TEXT REDACTED TEXT Immediately on rejection REDACTED TEXT Within 1 working day of escalation REDACTED TEXT
Appears in 1 contract
Sources: Framework Agreement
Informal Communication. We want to use every method possible to communicate and engage with FPBs. We have a host of value-added services that can be extended to the FPBs. We hold events each year targeted at Interims including our annual CIO Survey, Diversity events and round tables. We invite Framework bodies to speak at our events to enhance their employer brand (previous speakers include ▇▇▇▇ ▇▇▇▇▇▇, CIO, Scottish Government). They’re a fantastic way for us to network with FPBs and communicate in a less formal setting. We also hold CSR events in conjunction with our chosen charity Byte Night/Action for Children which we invite clients to. REDACTED PHOTOS & IMAGES Reporting mechanisms for the provision of management information We will work with FPBs and agree content and format of Management Information (MI) at Mobilisation phase and adjust, if necessary, later. Our MI is paperless and therefore supports sustainable development and the Scottish Ministers' 'Greener Scotland' strategic objective. We produce weekly/monthly and quarterly internal MI reports to aid continuous improvement and submit bespoke monthly/quarterly/annual reports to FPBs. Reports will be submitted to the FPB CMs within 14 working days of the end of each month. REDACTED IMAGE We will work with FPBs to provide information for Freedom of Information requests, Parliamentary Questions or Ministerial Correspondence. We submit quarterly reports consolidating information for all FPBs to the Framework’s Strategic Contract Manager (FSCM). These Management Information reports will include, as a minimum, the following details: ● Organisation ● Department ● FPB Contact ● Named Job Role ● FPB Job Grade (if applicable); ● Start Date ● End Date ● Time in post; ● Hourly Pay Rate ● Hours Worked ● Cumulative Pay ● Reason for temp worker being used (e.g. maternity leave) ● Reason temp worker left assignment ● Quantity of management complaints ● Reasons for management complaints ● Quantity of escalations ● Quantity and percentage of posts not filled within agreed Service Level Agreements (SLAs) ● Reasons for any failure to meet SLAs ● Detailed figures regarding Key Performance Indicators (explained in clause 4.13) MI can be REDACTED TEXT Data quality and accuracy is one of our primary objectives, and staff members receive comprehensive training in the use of the systems from our Business Services Team. REDACTED IMAGE At the end of each assignment we provide FPB line-management with a standard exit report for completion, detailing the performance of the exiting contractor. We will seek to ensure exit reports are completed on all assignments and are returned to the FPB within one month of assignment end. We collate exit reports from all FPBs and analyse the data to identify key trends to improve performance, these are used at review meetings with FSCM. We will conduct biannual surveys of FPBs measuring levels of satisfaction with the HN. Findings will be shared with FPBs, CMs and the ASCM and used to ensure continuous improvement, address any concerns that are identified and highlight successes and best practice. Out of hours procedures Our standard hours of work are from 8:30am to 6:30pm Monday to Friday - Consultants and other staff have access to emails via mobile and full remote access. This meets most of our clients’ requirements. Where peaks in volume arise, or a client has a particular requirement for regular out of hours support, the Account Manager will ensure the Account Team will work the hours required to meet demand and adhere to service levels. The Account Manager/Account Team are contactable at all times via their mobile phone. We have a 24/7 dedicated helpdesk number to accommodate out of hours contact. This is staffed using an on-call rota which all Team members would participate in. There are clear documented guidelines to ensure that the correct ▇▇▇▇▇▇ ▇▇▇▇ contact, with appropriate levels of authority, is dealing with any out of hours enquiry. FPBs and candidates will be informed of the service by the Account Team and details displayed on our dedicated website. All branded materials that we develop during the duration of the framework agreement would prominently display the helpdesk number. Complaints Management & escalation We have an established formal escalation route in place with clear written protocols that is bespoke to this Framework. This will be approved by the ASCMs/FPBs amended to accommodate existing processes. Within 4 hours of being notified of the complaint REDACTED TEXT Immediately REDACTED TEXT Within 1 working day REDACTED TEXT REDACTED TEXT Immediately on rejection REDACTED TEXT Within 1 working day of escalation REDACTED TEXT REDACTED TEXT Immediately on rejection REDACTED TEXT Within 1 working day of escalation REDACTED TEXT
Appears in 1 contract
Sources: Framework Agreement