Common use of Performance Reporting Clause in Contracts

Performance Reporting. The expectations of the customers and the NSSC are defined in Section 2.0. In FY23, the NSSC will continue to document performance of cost recovery against budget, timeliness, quality, customer satisfaction, and specific service standards established and agreed to as part of this SLA, as the NSSC has done in previous years. This reporting is available via the performance dashboard in ServiceNow. Upon request, a formal review will occur between the parties to the SLA. This review will entail: • Review of financial performance against budget; • Review of operational performance against service standards; • Review of issues arising relating to performance where remedial action plans are required to be prepared; and • Identification of opportunities for continuous improvement. Where remedial action plans are required, this meeting will be used to agree on the timeframes in which the plans will be established or forwarded for approval by the NSSC Executive Director or Designee.

Performance Reporting. The expectations of the customers and the NSSC are defined in Section 2.0. In FY23FY22, the NSSC will continue to document performance of cost recovery against budget, timeliness, quality, customer satisfaction, and specific service standards established and agreed to as part of this SLA, as the NSSC has done in previous years. This reporting is available via the performance dashboard in ServiceNow. Upon request, a formal review will occur between the parties to the SLA. This review will entail: • Review of financial performance against budget; • Review of operational performance against service standards; • Review of issues arising relating to performance where remedial action plans are required to be prepared; and • Identification of opportunities for continuous improvement. Where remedial action plans are required, this meeting will be used to agree on the timeframes in which the plans will be established or forwarded for approval by the NSSC Executive Director or Designee.

Performance Reporting. ‌ The expectations of the customers and the NSSC are defined in Section 2.0. In FY23FY20, the NSSC will continue to document performance of cost recovery against budget, timeliness, quality, customer satisfaction, and specific service standards established and agreed to as part of this SLA, as the NSSC has done in previous years. This reporting is available via the performance dashboard in ServiceNow. Upon request, a formal review will occur between the parties to the SLA. This review will entail: • Review of financial performance against budget; • Review of operational performance against service standards; NSAGR-1058-00011 • Review of issues arising relating to performance where remedial action plans are required to be prepared; and • Identification of opportunities for continuous improvement. Where remedial action plans are required, this meeting will be used to agree on the timeframes in which the plans will be established or forwarded for approval by the NSSC Executive Director or Designee.

Performance Reporting. The expectations of the customers and the NSSC are clearly defined in Section 2.0. In FY23, the The NSSC will continue generate monthly reports to document performance of cost recovery against budget, timeliness, quality, customer satisfaction, and specific service standards established and agreed to as part of this SLA, as . The Performance Reports to be provided by the NSSC has done to the customers will be in previous years. This reporting is available via accordance with the performance dashboard in ServiceNow. following requirements: Upon request, a formal review will occur between the parties to the SLA. This review will entail: • NSAGR-1058-0005 Page 30 of 45 Review of financial performance against budget; • Review of operational performance against service standards; • Review of issues arising relating to performance where remedial action plans are required to be prepared; and • Identification of opportunities for continuous improvement. Where remedial action plans are required, this meeting will be used to agree on the timeframes in which the plans will be established or forwarded for approval by the NSSC Executive Director or Designee.

Performance Reporting. The expectations of the customers and the NSSC are clearly defined in Section 2.0. In FY23, the The NSSC will continue generate monthly reports to document performance of cost recovery against budget, timeliness, quality, customer satisfaction, and specific service standards established and agreed to as part of this SLA, as . The Performance Reports to be provided by the NSSC has done to the customers will be in previous years. This reporting is available via accordance with the performance dashboard in ServiceNow. following requirements: Upon request, a formal review will occur between the parties to the SLA. This review will entail: •  Review of financial performance against budget; •  Review of operational performance against service standards; •  Review of issues arising relating to performance where remedial action plans are required to be prepared; and •  Identification of opportunities for continuous improvement. Where remedial action plans are required, this meeting will be used to agree on the timeframes in which the plans will be established or forwarded for approval by the NSSC Executive Director or Designee.

Performance Reporting. ‌ The expectations of the customers and the NSSC are defined in Section 2.0. In FY23FY20, the NSSC will continue to document performance of cost recovery against budget, timeliness, quality, customer satisfaction, and specific service standards established and agreed to as part of this SLA, as the NSSC has done in previous years. This reporting is available via the performance dashboard in ServiceNow. Upon request, a formal review will occur between the parties to the SLA. This review will entail: • Review of financial performance against budget; • Review of operational performance against service standards; • Review of issues arising relating to performance where remedial action plans are required to be prepared; and • Identification of opportunities for continuous improvement. Where remedial action plans are required, this meeting will be used to agree on the timeframes in which the plans will be established or forwarded for approval by the NSSC Executive Director or Designee.

Performance Reporting. The expectations of the customers and the NSSC are defined in Section 2.0. In FY23FY24, the NSSC will continue to document performance of cost recovery against budget, timeliness, quality, customer satisfaction, and specific service standards established and agreed to as part of this SLA, as the NSSC has done in previous years. This reporting is available via the performance dashboard in ServiceNow. • Upon request, a formal review will occur between the parties to the SLA. This review will entail: • Review of financial performance against budget; • Review of operational performance against service standards; • Review of issues arising relating to performance where remedial action plans are required to be prepared; and • Identification of opportunities for continuous improvement. Where remedial action plans are required, this meeting will be used to agree on the timeframes in which the plans will be established or forwarded for approval by the NSSC Executive Director or Designee.

Performance Reporting. The expectations of the customers and the NSSC are defined in Section 2.0. In FY23FY25, the NSSC will continue to document performance of cost recovery against budget, timeliness, quality, customer satisfaction, and specific service standards established and agreed to as part of this SLA, as the NSSC has done in previous years. This reporting is available via the performance dashboard in ServiceNow. • Upon request, a formal review will occur between the parties to the SLA. This review will entail: • Review of financial performance against budget; • Review of operational performance against service standards; • Review of issues arising relating to performance where remedial action plans are required to be prepared; and • Identification of opportunities for continuous improvement. Where remedial action plans are required, this meeting will be used to agree on the timeframes in which the plans will be established or forwarded for approval by the NSSC Executive Director or Designee.

Performance Reporting. The expectations of both the customers OCFO and the NSSC are clearly defined in this SLA in Section 2.02. In FY23, the The NSSC will continue to document generate reports on a monthly basis that monitor performance of cost recovery against budget, timeliness, quality, customer satisfaction, and specific service standards established and agreed to as part of this SLA, . A formal review will be conducted upon the request of the Agency DCFO or as the NSSC has done in previous years. This reporting is available via the performance dashboard in ServiceNow. Upon request, a formal review will occur between the parties to the SLAExecutive Director deems necessary. This review will may entail: • ▪ Review of financial performance against budget; • ▪ Review of operational performance against service standards; • ▪ Assessment and review of internal controls; ▪ Review of issues arising relating to performance where remedial action plans are required to be prepared; and • ▪ Identification of opportunities for continuous improvement. Where remedial action plans are requiredrequired (i.e., this meeting will be used to agree on the timeframes in which the plans will be established or forwarded for approval by at least all “red” metrics), the NSSC Executive Director or DesigneeDesignee will forward them to the Deputy CFO for review and approval.

Performance Reporting. The expectations of the customers and the NSSC are clearly defined in Section 2.0. In FY23, the The NSSC will continue generate monthly reports to document performance of cost recovery against budget, timeliness, quality, customer satisfaction, and specific service standards established and agreed to as part of this SLA, as . The Performance Reports to be provided by the NSSC has done to the customers will be in previous years. This reporting is available via accordance with the performance dashboard in ServiceNow. following requirements: Upon request, a formal review will occur between the parties to the SLA. This review will entail: • Review of financial performance against budget; • Review of operational performance against service standards; • Review of issues arising relating to performance where remedial action plans are required to be prepared; and • Identification of opportunities for continuous improvement. Where remedial action plans are required, this meeting will be used to agree on the timeframes in which the plans will be established or forwarded for approval by the NSSC Executive Director or Designee.