Common use of Procedure to be Followed Clause in Contracts

Procedure to be Followed. The helpdesk will be allotted a dedicated telephone extension number and an email ID. The helpdesk will be manned and managed on a 24/7 basis by qualified computer literate helpdesk operators. The helpdesk will receive, log and track all calls, emails and written complaints (collected from complaint boxes) raised by the end users in the premises. Any complaint / problem logged in helpdesk telephonically, through mail or through written complaint will be registered by the helpdesk operator in a complaint register and allotted a unique number on the date on which such complaint is made. The grievances column of the newspaper should be regularly examined by helpdesk operator to pick up cases which relate to it. Quick action should be taken for redressing these grievances on a time bound basis. The complainant should be quickly informed of the action proposed to be taken by way of redressal, where such redressal can be given [within a month’s time]. Where redressal is likely to take longer, in interim reply should be sent to the complaint explaining the steps taken and assuring that further necessary action is being taken in the matter. Work orders will be made by the helpdesk operator and handed over to respective department/ personnel to attend to the problem. Any complaint lodged with the helpdesk shall be responded to, depending on nature of the complaint / problem, within such time as set out in the Maintenance Manual. Once the complaint has been attended to, the complainant shall be informed of the steps taken and that the complaint has been addressed. The helpdesk operator will counter check before closure of any problems assigned. Resolution of the problem will be reconfirmed by the helpdesk operator with the complainant and the helpdesk operator shall then close the problem in the register. At the end of each day, the unattended and pending problems will be carried forward to the next day and a report of such problems will be prepared and forwarded to the respective facility team in the Station. For works/ services related to Excluded Activities which the Facility Manager is not responsible for, the Facility Manager would be required to inform the concerned MoR and/ or Railway Administration personnel as decided and communicated to the helpdesk from time to time, for resolution thereof. The Facility Manager shall implement a planned work environment in which work is planned, scheduled, coordinated, and documented by a work order control system and is in coordination with the help desk processes. The Facility Manager will work with the site management to ensure that there is always a response appropriate for the severity of the situation or problem. The Facility Manager will ensure that its employees are versed in both interpreting and assigning work order priorities in a manner consistent with the Maintenance Manual. Work shall be prioritized and completed in-accordance with relevant codes. Workplace handbooks: Facility Manager will be required to review the existing workplace handbooks – asset service manual, etc. and update the same as required. The Facility Manager may issue duly approved booklets/ pamphlets about the passenger amenities and services available at the station indicating the user guidance (Do’s and Do not) and the authority to be contacted in case of assistance. Maintenance of site documentation: The Facility Manager will be responsible for documenting and reporting every aspect related to the delivery of services at the Station Area. All hardware, machinery, equipment and all Intellectual Property relating to the complaint management system along with all logs, records, manuals, reports prepared thereto, shall remain the property of IRSDC and shall be handed over to IRSDC or its nominee upon termination or expiry of the Agreement.

Procedure to be Followed. The helpdesk will be allotted a dedicated telephone extension number and an email ID. The helpdesk will be manned and managed on a 24/7 basis by qualified computer literate helpdesk operators. The helpdesk will receive, log and track all calls, emails and written complaints (collected from complaint boxes) raised by the end users in the premises. Any complaint / problem logged in helpdesk telephonically, through mail or through written complaint will be registered by the helpdesk operator in a complaint register and allotted a unique number on the date on which such complaint is made. The grievances column of the newspaper should be regularly examined by helpdesk operator to pick up cases which relate to it. Quick action should be taken for redressing these grievances on a time bound basis. The complainant should be quickly informed of the action proposed to be taken by way of redressal, where such redressal can be given [within a month’s time]. Where redressal is likely to take longer, in interim reply should be sent to the complaint explaining the steps taken and assuring that further necessary action is being taken in the matter. Work orders will 12.3.1 Performance evaluation reports shall be made by the helpdesk operator and handed over to respective department/ personnel to attend to the problem. Any complaint lodged with the helpdesk shall be responded to, depending on nature of the complaint / problem, within such time as set out in the Maintenance Manual. Once the complaint has been attended to, the complainant shall be informed of the steps taken and that the complaint has been addressed. The helpdesk operator will counter check before closure of any problems assigned. Resolution of the problem will be reconfirmed by the helpdesk operator with the complainant and the helpdesk operator shall then close the problem in the register. At the end of each day, the unattended and pending problems will be carried forward to the next day and a report of such problems will be prepared and forwarded to the respective facility team in the Station. For works/ services related to Excluded Activities which the Facility Manager is not responsible for, the Facility Manager would be required to inform the concerned MoR and/ or Railway Administration personnel as decided and communicated to the helpdesk from time to time, for resolution thereof. The Facility Manager shall implement a planned work environment in which work is planned, scheduled, coordinated, and documented by a work order control system and is in coordination with the help desk processes. The Facility Manager will work with the site management to ensure that there is always a response appropriate for the severity of the situation or problem. The Facility Manager will ensure that its employees are versed in both interpreting and assigning work order priorities in a manner consistent with the Maintenance Manual. Work shall be prioritized and completed in-accordance with relevant codes. Workplace handbooks: Facility Manager will be required to review the existing workplace handbooks – asset service manual, etc. and update the same as required. The Facility Manager may issue duly approved booklets/ pamphlets about the passenger amenities and services available at the station indicating the user guidance (Do’s and Do not) and the authority to be contacted in case of assistance. Maintenance of site documentation: The Facility Manager will be responsible for documenting and reporting every aspect related to the delivery of services at the Station Area. All hardware, machinery, equipment and all Intellectual Property relating to the complaint management system along with all logs, records, manuals, reports prepared thereto, shall remain the property of IRSDC adopted forms and shall be handed over prepared by the unit member’s administrator. Any conduct not directly observed by the evaluator will be investigated first by the evaluator before being placed in the evaluation. Information of a derogatory nature shall not be used on the unit member’s evaluation unless previously furnished to IRSDC or its nominee upon termination or expiry the unit member in writing, including transmission via email. 12.3.2 The immediate supervisor shall present the performance evaluation report to the unit member and shall discuss it with him/her.The evaluation form shall be signed by the unit member to indicate receipt, and he/she shall be given a signed copy. If the unit member is unavailable to receive and discuss the annual evaluation, time tables will be considered met when a copy of the Agreementevaluation is mailed to the unit member’s mailing address on record by April 30. Within 10 days of the unit member’s return to duty, the employee may schedule a meeting to discuss the evaluation. If no meeting is requested within 10 days of the unit member’s return to work, the evaluation shall be considered accepted without rebuttal. 12.3.3 If the unit member is unavailable to receive and discuss the annual evaluation, time tables will be considered met when a copy of the evaluation is mailed to the unit member’s mailing address by April 30.Upon the unit member’s return to duty, the immediate supervisor shall schedule a meeting to discuss the evaluation with the unit member. 12.3.4 Performance evaluation reports shall be filed in the unit member’s personnel records and shall be available for administrative review in connection with promotional examinations and disciplinary actions. 12.3.5 If a permanent employee should receive an evaluation with any rating which is unsatisfactory, he/she shall be given a written improvement plan along with the evaluation which shall be effective immediately if the unit member is available. The improvement plan, in conjunction with a conference with the unit member, will provide guidance to the unit member in order to assist him/her in correcting any deficiencies and improving performance. Within thirty (30) to sixty (60) working days of the effective date of the performance improvement plan, the unit member shall be issued a new performance evaluation. Said evaluation shall be attached to the original evaluation and shall fall under the provisions of 11.3.4.

Procedure to be Followed. Performance evaluation reports shall be made on forms prescribed by the District or may be done by separate memorandum. 2.1 Evaluations shall be based on observations or knowledge, and not upon unsubstantiated charges or rumors. In completing the evaluation, the evaluator shall consider the employee’s performance over the entire evaluation period. In evaluating the quality and/or quantity of an employee’s work, the supervisor shall also consider employee workload and the extent to which established priorities of work assignments are met. In addition, no evaluation shall be based upon derogatory materials in the employee's personnel file unless the employee has previously been given prior notice of same, an opportunity to review and comment upon it, and had such comments attached to the materials. 2.2 The helpdesk evaluator shall be at a supervisory level or higher, and where applicable, shall consult with the staff person (outside of the bargaining unit) responsible for directing the employee’s work. The evaluator shall discuss the written performance evaluation report with the employee. Both the evaluator and the employee will sign the evaluation. Signature of the employee means only that the employee has received a copy of the evaluation. The employee may attach any written comments to the evaluation at his/her option. Copies of the evaluation together with any attachments will then be distributed as follows: one copy to the employee; and one copy to the evaluator. 2.3 If any category on the performance report is rated lower than "meets standards," the following will be allotted a dedicated telephone extension number and an email ID. The helpdesk will be manned and managed on a 24/7 basis by qualified computer literate helpdesk operators. The helpdesk will receive, log and track all calls, emails and written complaints (collected from complaint boxes) raised by the end users in the premises. Any complaint / problem logged in helpdesk telephonically, through mail or through written complaint will be registered by the helpdesk operator in a complaint register and allotted a unique number included on the date on which such complaint is made. The grievances column of the newspaper should be regularly examined by helpdesk operator to pick up cases which relate to it. Quick action should be taken for redressing these grievances on a time bound basis. The complainant should be quickly informed of the action proposed to be taken by way of redressal, where such redressal can be given [within a month’s time]. Where redressal is likely to take longer, in interim reply should be sent to the complaint explaining the steps taken and assuring that further necessary action is being taken in the matter. Work orders will be made by the helpdesk operator and handed over to respective department/ personnel to attend to the problem. Any complaint lodged with the helpdesk shall be responded to, depending on nature of the complaint / problem, within such time as set out in the Maintenance Manual. Once the complaint has been attended to, the complainant shall be informed of the steps taken and that the complaint has been addressed. The helpdesk operator will counter check before closure of any problems assigned. Resolution evaluation: (a) statement of the problem will or concern, (b) the desired improvement, (c) suggestions as to how to improve, and (d) provisions for assisting the employee. 2.4 Before an employee can be reconfirmed rated as lower than “meets standards” on Overall Work Performance solely due to excessive absences, the District must have met with the employee to discuss the reason for absence, and the supervisor must have warned the employee that the absences are being considered excessive. 2.5 If an evaluator rates an employee’s overall performance as lower than “meets standards”, for reasons other than those that are set forth in 2.4 above, the evaluator shall note on the evaluation whether or not the employee has been previously advised of the specific deficiencies which form the basis for that lower than “meets standards” rating, and if the employee was not previously so advised, then the evaluator shall note why not. Actions inconsistent with this Section may form the basis of an appeal pursuant to Section 3.0 of this Article, but shall not otherwise be challengeable by the helpdesk operator with employee or the complainant and the helpdesk operator shall then close the problem in the register. At the end of each day, the unattended and pending problems will be carried forward to the next day and a report of such problems will be prepared and forwarded to the respective facility team in the Station. For works/ services related to Excluded Activities which the Facility Manager is not responsible for, the Facility Manager would be required to inform the concerned MoR and/ or Railway Administration personnel as decided and communicated to the helpdesk from time to time, for resolution thereof. The Facility Manager shall implement a planned work environment in which work is planned, scheduled, coordinated, and documented by a work order control system and is in coordination with the help desk processes. The Facility Manager will work with the site management to ensure that there is always a response appropriate for the severity of the situation or problem. The Facility Manager will ensure that its employees are versed in both interpreting and assigning work order priorities in a manner consistent with the Maintenance Manual. Work shall be prioritized and completed in-accordance with relevant codes. Workplace handbooks: Facility Manager will be required to review the existing workplace handbooks – asset service manual, etc. and update the same as required. The Facility Manager may issue duly approved booklets/ pamphlets about the passenger amenities and services available at the station indicating the user guidance (Do’s and Do not) and the authority to be contacted in case of assistance. Maintenance of site documentation: The Facility Manager will be responsible for documenting and reporting every aspect related to the delivery of services at the Station Area. All hardware, machinery, equipment and all Intellectual Property relating to the complaint management system along with all logs, records, manuals, reports prepared thereto, shall remain the property of IRSDC and shall be handed over to IRSDC or its nominee upon termination or expiry of the AgreementAssociation.

Procedure to be Followed. Performance evaluation reports shall be made on forms prescribed by the School or may be done by separate memorandum. 10.2.1 Evaluations shall be based on observations or knowledge, and not upon unsubstantiated charges or rumors. In completing the evaluation, the evaluator shall consider the employee’s performance over the entire evaluation period. In evaluating the quality and/or quantity of an employee’s work, the supervisor shall also consider employee workload and the extent to which established priorities of work assignments are met. In addition, no evaluation shall be based upon derogatory materials in the employee's personnel file unless the employee has previously been given prior notice of same, an opportunity to review and comment upon it, and had such comments attached to the materials. 10.2.2 The helpdesk evaluator shall be at a supervisory level or higher, and where applicable, shall consult with the staff person (outside of the bargaining unit) responsible for directing the employee’s work. The evaluator shall discuss the written performance evaluation report with the employee. Both the evaluator and the employee will sign the evaluation. Signature of the employee means only that the employee has received a copy of the evaluation. The employee may attach any written comments to the evaluation at his/her option. Copies of the evaluation together with any attachments will then be distributed as follows: one copy to the employee; and one copy to the evaluator. 10.2.3 If any category on the performance report is rated lower than "meets standards," the following will be allotted a dedicated telephone extension number and an email ID. The helpdesk will be manned and managed on a 24/7 basis by qualified computer literate helpdesk operators. The helpdesk will receive, log and track all calls, emails and written complaints (collected from complaint boxes) raised by the end users in the premises. Any complaint / problem logged in helpdesk telephonically, through mail or through written complaint will be registered by the helpdesk operator in a complaint register and allotted a unique number included on the date on which such complaint is made. The grievances column of the newspaper should be regularly examined by helpdesk operator to pick up cases which relate to it. Quick action should be taken for redressing these grievances on a time bound basis. The complainant should be quickly informed of the action proposed to be taken by way of redressal, where such redressal can be given [within a month’s time]. Where redressal is likely to take longer, in interim reply should be sent to the complaint explaining the steps taken and assuring that further necessary action is being taken in the matter. Work orders will be made by the helpdesk operator and handed over to respective department/ personnel to attend to the problem. Any complaint lodged with the helpdesk shall be responded to, depending on nature of the complaint / problem, within such time as set out in the Maintenance Manual. Once the complaint has been attended to, the complainant shall be informed of the steps taken and that the complaint has been addressed. The helpdesk operator will counter check before closure of any problems assigned. Resolution evaluation: (a) statement of the problem will or concern, (b) the desired improvement, (c) suggestions as to how to improve, and (d) provisions for assisting the employee. 10.2.4 Before an employee can be reconfirmed rated as lower than “meets standards” on overall work performance solely due to excessive absences, the School must have met with the employee to discuss the reason for absence, and the supervisor must have warned the employee that the absences are being considered excessive. 10.2.5 If an evaluator rates an employee’s overall performance as lower than “meets standards,” for reasons other than those that are set forth in 10.2.4 above, the evaluator shall note on the evaluation whether or not the employee has been previously advised of the specific deficiencies which form the basis for that lower than “meets standards” rating, and if the employee was not previously so advised, then the evaluator shall note why not. Actions inconsistent with this Section may form the basis of an appeal pursuant to Section 10.3 of this Article, but shall not otherwise be challengeable by the helpdesk operator with employee or the complainant and the helpdesk operator shall then close the problem in the register. At the end of each day, the unattended and pending problems will be carried forward to the next day and a report of such problems will be prepared and forwarded to the respective facility team in the Station. For works/ services related to Excluded Activities which the Facility Manager is not responsible for, the Facility Manager would be required to inform the concerned MoR and/ or Railway Administration personnel as decided and communicated to the helpdesk from time to time, for resolution thereof. The Facility Manager shall implement a planned work environment in which work is planned, scheduled, coordinated, and documented by a work order control system and is in coordination with the help desk processes. The Facility Manager will work with the site management to ensure that there is always a response appropriate for the severity of the situation or problem. The Facility Manager will ensure that its employees are versed in both interpreting and assigning work order priorities in a manner consistent with the Maintenance Manual. Work shall be prioritized and completed in-accordance with relevant codes. Workplace handbooks: Facility Manager will be required to review the existing workplace handbooks – asset service manual, etc. and update the same as required. The Facility Manager may issue duly approved booklets/ pamphlets about the passenger amenities and services available at the station indicating the user guidance (Do’s and Do not) and the authority to be contacted in case of assistance. Maintenance of site documentation: The Facility Manager will be responsible for documenting and reporting every aspect related to the delivery of services at the Station Area. All hardware, machinery, equipment and all Intellectual Property relating to the complaint management system along with all logs, records, manuals, reports prepared thereto, shall remain the property of IRSDC and shall be handed over to IRSDC or its nominee upon termination or expiry of the AgreementAssociation.

Procedure to be Followed. Performance evaluation reports shall be made on the forms attached to this Agreement as Exhibit . 10.2.1 Evaluations shall be based on observations or knowledge, and not upon unsubstantiated charges or rumors. In completing the evaluation, the evaluator shall consider the employee’s performance over the entire evaluation period. In evaluating the quality and/or quantity of an employee’s work, the supervisor shall also consider employee workload and the extent to which established priorities of work assignments are met. In addition, no evaluation shall be based upon derogatory materials in the employee's personnel file unless the employee has previously been given prior notice of same, an opportunity to review and comment upon it, and had such comments attached to the materials. 10.2.2 The helpdesk evaluator shall be at a supervisory level or higher, and where applicable, shall consult with the staff person (outside of the bargaining unit) responsible for directing the employee’s work. The evaluator shall discuss the written performance evaluation report with the employee. Both the evaluator and the employee will sign the evaluation. Signature of the employee means only that the employee has received a copy of the evaluation. The employee may attach any written comments to the evaluation at his/her option. Copies of the evaluation together with any attachments will then be distributed as follows: one copy to the employee; and one copy to the evaluator. 10.2.3 If any Performance Dimension category on the performance report is rated at the lowest possible performance level, the following will be allotted a dedicated telephone extension number and an email ID. The helpdesk will be manned and managed on a 24/7 basis by qualified computer literate helpdesk operators. The helpdesk will receive, log and track all calls, emails and written complaints (collected from complaint boxes) raised by the end users in the premises. Any complaint / problem logged in helpdesk telephonically, through mail or through written complaint will be registered by the helpdesk operator in a complaint register and allotted a unique number included on the date on which such complaint is made. The grievances column of the newspaper should be regularly examined by helpdesk operator to pick up cases which relate to it. Quick action should be taken for redressing these grievances on a time bound basis. The complainant should be quickly informed of the action proposed to be taken by way of redressal, where such redressal can be given [within a month’s time]. Where redressal is likely to take longer, in interim reply should be sent to the complaint explaining the steps taken and assuring that further necessary action is being taken in the matter. Work orders will be made by the helpdesk operator and handed over to respective department/ personnel to attend to the problem. Any complaint lodged with the helpdesk shall be responded to, depending on nature of the complaint / problem, within such time as set out in the Maintenance Manual. Once the complaint has been attended to, the complainant shall be informed of the steps taken and that the complaint has been addressed. The helpdesk operator will counter check before closure of any problems assigned. Resolution evaluation: (a) statement of the problem will or concern, (b) the desired improvement, (c) suggestions as to how to improve, and (d) provisions for assisting the employee. 10.2.4 Before an employee can be reconfirmed rated as “needs improvement and is deficient” on overall work performance solely due to excessive absences, the School must have met with the employee to discuss the reason for absence, and the supervisor must have warned the employee that the absences are being considered excessive. 10.2.5 If an evaluator rates an employee’s overall performance as “needs improvement and is deficient,” for reasons other than those that are set forth in 10.2.4 above, the evaluator shall note on the evaluation whether or not the employee has been previously advised of the specific deficiencies which form the basis for the “needs improvement and is deficient” rating, and if the employee was not previously so advised, then the evaluator shall note why not. Actions inconsistent with this Section may form the basis of an appeal pursuant to Section 10.3 of this Article, but shall not otherwise be challengeable by the helpdesk operator with employee or the complainant and the helpdesk operator shall then close the problem in the register. At the end of each day, the unattended and pending problems will be carried forward to the next day and a report of such problems will be prepared and forwarded to the respective facility team in the Station. For works/ services related to Excluded Activities which the Facility Manager is not responsible for, the Facility Manager would be required to inform the concerned MoR and/ or Railway Administration personnel as decided and communicated to the helpdesk from time to time, for resolution thereof. The Facility Manager shall implement a planned work environment in which work is planned, scheduled, coordinated, and documented by a work order control system and is in coordination with the help desk processes. The Facility Manager will work with the site management to ensure that there is always a response appropriate for the severity of the situation or problem. The Facility Manager will ensure that its employees are versed in both interpreting and assigning work order priorities in a manner consistent with the Maintenance Manual. Work shall be prioritized and completed in-accordance with relevant codes. Workplace handbooks: Facility Manager will be required to review the existing workplace handbooks – asset service manual, etc. and update the same as required. The Facility Manager may issue duly approved booklets/ pamphlets about the passenger amenities and services available at the station indicating the user guidance (Do’s and Do not) and the authority to be contacted in case of assistance. Maintenance of site documentation: The Facility Manager will be responsible for documenting and reporting every aspect related to the delivery of services at the Station Area. All hardware, machinery, equipment and all Intellectual Property relating to the complaint management system along with all logs, records, manuals, reports prepared thereto, shall remain the property of IRSDC and shall be handed over to IRSDC or its nominee upon termination or expiry of the AgreementAssociation.