Delivery Standards and Performance Requirements

E1 - Delivery Standards and Performance Requirements RFT Number 0500024 GOVERNMENT TELECOMMUNICATIONS AGREEMENT PART E E1 - DELIVERY STANDARDS AND PERFORMANCE REQUIREMENTS April 2007 Contact Officer: David Thomson E-mail gta@commerce.nsw.gov.au RFT No. 0500024 E1 GTA Delivery Standards Final Contracted Version 2 June 2007.doc Page 1 of 28 E1 - Delivery Standards and Performance Requirements Table of Contents 1 2 Introduction .....................................................................................................................4 Scope .............................................................................................................................4 2.1 General........................................................................................................................4 2.2 Inclusions ....................................................................................................................4 2.3 Exclusions ...................................................................................................................4 2.4 Operations Framework ................................................................................................4 2.5 Business Rules for the use of pricing options .............................................................5 2.5.1 Business Rule .......................................................................................................5 2.5.2 Redundancy ..........................................................................................................5 2.5.3 Price Refresh ........................................................................................................5 Service Desk ..................................................................................................................5 3.1 Objectives....................................................................................................................5 3.2 Single point of Contact ................................................................................................5 3.3 Customers Authorised to access Service Desk ..........................................................6 3.4 Service Desk functions ................................................................................................6 3.5 Request registration ....................................................................................................7 Incident Management .....................................................................................................7 4.1 Priority Classification ...................................................................................................7 Reporting ........................................................................................................................8 5.1 Scope ..........................................................................................................................8 5.2 Types of Reports .........................................................................................................8 5.3 Report Delivery............................................................................................................8 5.4 Record Retention ........................................................................................................8 5.5 Transition Reports .......................................................................................................9 5.6 Service Level Reports .................................................................................................9 5.7 Service Request Reports ............................................................................................9 5.8 Billing Reports .............................................................................................................9 5.9 Incident Reports ..........................................................................................................9 5.10 Monthly Performance Score Card (Scorecard) ......................................................10 5.11 Periodic Summary Report ......................................................................................10 Deliverables Catalogue (smartbuy®) ............................................................................11 Billing ............................................................................................................................11 7.1 Purpose .....................................................................................................................11 7.2 Exclusions .................................................................................................................11 7.3 Standardisation .........................................................................................................11 7.4 Itemisation of Invoice.................................................................................................12 7.5 Accuracy of Billing .....................................................................................................12 7.6 Specific Account Details ............................................................................................12 7.6.1 Exchange Line Service (Category 3) ..................................................................12 7.6.2 Fixed Line Calls, including Managed Services Calls (Category 3) .....................12 7.6.3 Inbound Services (Category 3) ...........................................................................13 7.6.4 Mobile Services (Category 4) .............................................................................13 7.6.5 Summary data requirements for each Call Type in the Billing Period.................13 7.7 Inventory Database ...................................................................................................13 Service Request Management .....................................................................................14 8.1 Purpose .....................................................................................................................14 8.2 Scope ........................................................................................................................14 8.3 Requirements ............................................................................................................14 8.4 Initiation of Service Requests ....................................................................................14 8.5 Number Portability .....................................................................................................14 8.6 Key Responsibilities ..................................................................................................15 8.6.1 Customer ............................................................................................................15 8.6.2 Contractor ...........................................................................................................15 Page 2 of 28 3 4 5 6 7 8 RFT No. 0500024 E1 GTA Delivery Standards Final Contracted Version 2 June 2007.doc E1 - Delivery Standards and Performance Requirements 9 Transition Management ................................................................................................16 9.1 Purpose .....................................................................................................................16 10 Service Level Management ..........................................................................................16 10.1 Introduction ............................................................................................................16 10.2 Goal........................................................................................................................16 10.3 Context ...................................................................................................................17 10.4 Key Components of Service Level Management ...................................................17 10.5 Implement the Service Levels ................................................................................17 10.6 Manage the On-Going Process..............................................................................17 10.7 Operational Review Meetings ................................................................................18 10.8 Contract Authority Review Meetings ......................................................................18 10.9 Account Management ............................................................................................18 11 Service Levels ..............................................................................................................19 11.1 Purpose ..................................................................................................................19 11.2 Service Desk ..........................................................................................................19 11.3 Incident Management.............................................................................................19 11.3.1 Restoration Times ...............................................................................................19 11.4 Reporting................................................................................................................20 11.5 Deliverables Catalogue (smartbuy®) .....................................................................20 11.6 Billing......................................................................................................................20 11.7 Service Request Management ...............................................................................21 11.8 Service Levels - Service Availability.......................................................................21 11.8.1 Category 3 – Fixed Services ...............................................................................21 11.9 Service Level Breach .............................................................................................21 12 Escalation Process .......................................................................................................22 12.1 Hierarchical Escalation Guidelines for Incident Management ................................22 12.2 Notification and Reporting ......................................................................................22 12.3 Periodic Reviews....................................................................................................22 Appendix 1 – Reports .............................................................................................................25 Service Request Reports ....................................................................................................25 Billing Reports .....................................................................................................................25 Incident Reports ..................................................................................................................26 Miscellaneous Reporting .....................................................................................................27 Appendix 2 – Service Levels – All carriers .............................................................................28 Tables Table 1 Incident Record Fields .............................................................................................6 Table 2 Priority Classification ................................................................................................7 Table 3 Number Portability..................................................................................................14 Table 10 Incident Communication Guideline .....................................................................22 RFT No. 0500024 E1 GTA Delivery Standards Final Contracted Version 2 June 2007.doc Page 3 of 28 E1 - Delivery Standards and Performance Requirements 1 Introduction This section defines the process standards for common delivery activities across the Government Telecommunications Agreements (GTA) Categories described in Part 2. 2 Scope 2.1 General The process standards described in this section are common across, and limited to GTA Category 3 – Voice Services and Category 4 – Mobile Services. Contractors must hold a current licence under the Telecommunications Act (Cwth) as a Carrier or Carriage Service Provider (CSP). Where all or part of the Deliverables will be provided using network infrastructure and/or services provided by a carrier or carriage service provider (other than the Contractor or its related bodies corporate), then (without limiting the rights of the Customer under clause13.5 of the Standard Terms and Conditions) the Contractor must provide details in writing as to: 1. the scope of the Deliverables covered by such arrangements; 2. the name of the underlying carrier or carriage service provider; and 3. the expiry date of the relevant contractual arrangements. 2.2 Inclusions The process standards defined in this Part specifically include common functionality across in-scope GTA Categories for: 1. 2. 3. 4. 5. 6. 7. 8. Service Desk Incident Management Reporting Deliverables Catalogue (smartbuy® or such other system nominated by the Contract Authority from time to time) Billing Service Request Transition Service Level Management All of the requirements set out in these Delivery Standards and Performance Requirements are deemed to be included in the applicable Price for Deliverables, and shall not be subject to any additional fees except where expressly stated. 2.3 Exclusions None noted in this Part. 2.4 Operations Framework The Contractor must: (a) (b) RFT No. 0500024 E1 GTA Delivery Standards Final Contracted Version 2 June 2007.doc Conduct itself at all times in accordance with the Operations Framework; and Provide all Deliverables in accordance with the requirements set out in the Operations Framework. Page 4 of 28 E1 - Delivery Standards and Performance Requirements 2.5 Business Rules for the use of pricing options 2.5.1 Business Rule The Customer reserves the right to combine a number of complete Options, within the scope of Category 3 Fixed Voice Services, from either the same or different Contractor, however they may not select part of an Option. The intent of the range of Pricing Options is to provide sufficient flexibility to address the individual Customer business needs and calling/traffic patterns, not to create a zero or negligible cost telephone bill or to allow “cherry picking” of call types within the non conventional pricing options within the scope of Category 3 Fixed Voice Services. As such, the Customer shall not “pre-select” or “least cost route, programme trunk groups or routing tables, use call-override or engage in other similar practices” that leads to this outcome, with the following exceptions: • when using Option “G” – a “conventional” pricing option • when using future Pricing Options deemed to be “conventional” by the Contract Authority • During Transition If a zero cost Service & Equipment option is selected from a carrier for incoming traffic, the Customer must use the same carrier and option for an equivalent proportion of their outbound traffic across each call type. 2.5.2 Redundancy In the event of a Disaster Recovery situation (including all minor and major outages), the Customer will route calls in any manner and combination in order to ensure business continuity. Once the Customer is satisfied that the services have been fully restored, call routing will be returned to normal as soon as practicable. 2.5.3 Price Refresh The Contract Authority will select the Category 3 Fixed Voice Services and Category 4 Mobile Services Pricing Options that will be made available via smartbuy®, however price refresh will apply to all Pricing Options. 3 Service Desk 3.1 Objectives The Contractor is required to provide and operate a logically centralised Service Desk through which users can obtain assistance in relation to the Deliverable it provides. The key objectives of the Service Desk are: • • • To provide a single point of contact for users of those GTA Deliverables the Contractor is authorised to provide. To manage the logging, reporting and resolution of service Incidents within agreed service levels. To work with other parties, internal and external, to restore services and manage service restoration processes to achieve required Service Levels. 3.2 Single point of Contact The Contractor will provide a single contact number for Customers to liaise with the Contractor on issues related to the contracted Deliverables. The Service Desk is required to be adequately dimensioned and populated to support the level of inquiries generated by the user base. (Refer Part 3.3) RFT No. 0500024 E1 GTA Delivery Standards Final Contracted Version 2 June 2007.doc Page 5 of 28 E1 - Delivery Standards and Performance Requirements The Contractor must provide a single Service Desk for all categories of Deliverables that it is authorised to offer under the GTA. The Service Desk must be capable of receiving and processing incident reports on 24 hours per day 7 days per week throughout the year. Customers must be able to contact the Service Desk via: • A single phone number, for exclusive use by Customers • An e-mail address • A web portal The Service Desk phone number must be able to support call flow management. Logged calls must record the information outlined in Table 1. Feature Name Unique incident number Business impact Priority level assigned to the incident Contractor Customer The Customer’s Service Level priority will apply, as determined by the Customer in accordance with Table 8. Assigned by Contact details for the Customer reporting Customer the incident Location details for the incident including Customer nominated site contact details Details of the incident Customer Periodic updates on progress with the Contractor incident Best estimate of time to restore/ complete Contractor Service request Table 1 Incident Record Fields 3.3 Customers Authorised to access Service Desk Only personnel, as agreed between the Customer and the Contractor, are authorised to access the Service Desk, and then only for the Deliverables and levels of access authorised by the Customer. For mobile services, under Category 4, any individual user of a Deliverable is authorised to access the Service Desk and then only for the Deliverables and levels of access authorised by the Customer. 3.4 Service Desk functions The Service Desk must be capable of providing the following functions: • Incident reports for all Deliverables provided by the Contractor • Provide support to Customers and answer questions relating to their contracted Deliverables • Billing enquires • Service Requests for any change to a Deliverable permitted under the Agreement • Progress and status of all requests, on demand, as required by the Contract Authority or Customer from time to time (regardless of type) RFT No. 0500024 E1 GTA Delivery Standards Final Contracted Version 2 June 2007.doc Page 6 of 28 E1 - Delivery Standards and Performance Requirements • • • • Monitoring incidents and invoking escalation procedures in accordance with the Incident Management Framework and the Escalation Process contained in Part 12 Managing the incident life-cycle, including closure and verification Reports as defined in Part 5 Adherence to Service Levels as defined in Part 11 3.5 Request registration Every Incident and Service Request reported by the Customer, that requires action, its history and outcome is to be registered, regardless of the time taken to resolve. An Incident number must be assigned to each new Incident. Records of Incidents are to be retained for a period of no less than that specified in 5.4. 4 Incident Management Contractors must lodge with the Contract Authority their current Incident management process that must include end-to-end management of all Incidents and must identify escalation procedures that are aligned to the Escalation Process contained in Part 12. The Contractor must use all reasonable endeavours to rectify Incidents as soon as practicable and no later than the maximum timeframe specified in the applicable service level. The Contractor’s escalation procedures and any changes to those escalation procedures from time to time must be submitted for approval of the Contract Authority. The Contractor must make any changes to its escalation procedures as reasonably required by the Contract Authority to ensure compliance with the Escalation Process contained in Part 12. Failure to obtain approval of escalation procedures as required by this Part 4 or failure to observe the Escalation Process will constitute a Substantial Breach of the Agreement. The Contractor’s escalation procedures must include Contractor contact details at each escalation threshold. Contractors must provide an Incident Manager as a single point of contact to provide escalation management. This Incident Manager will be responsible for Whole Of Government and all Products and Services under the GTA. 4.1 Priority Classification The following Priority Classification will apply to all Incidents. Priority Level Critical High Medium Low Definition High impact incidents or emergencies having critical impact on the business affecting a large number of Users and/or business critical application(s). Serious incident having high impact on the business affecting multiple Users. Affects User productivity. Has limited business impact on a small number of Users. Table 2 Priority Classification RFT No. 0500024 E1 GTA Delivery Standards Final Contracted Version 2 June 2007.doc Page 7 of 28 E1 - Delivery Standards and Performance Requirements 5 Reporting 5.1 Scope The requirement for reporting applies to all Deliverables under the GTAs. The scope of reporting documented in this Part 5 is to be included in the Price and any additional reports of a significant nature may be subject to additional fees (as determined by agreement between the Customer and Contractor). Where and to the extent required, the rights granted to the Customer and the Contractor under this Part 5 shall survive termination. 5.2 Types of Reports The Contractor will be required to provide the following report types (at a minimum) in relation to the Deliverables: • • • • • • • Transition Reports Service Level Reports Service Request Reports Billing Reports Incident Reports Monthly Performance Score Card (Scorecard) Periodic Summary Report 5.3 Report Delivery All reports are to be made available to the Contract Authority and the Customer (or any contractor of the Customer or the Contract Authority to enable them to provide services to the Customer or the Contract Authority), in electronic format through at least one of the following delivery mechanisms: (i) (ii) Secure Restricted Access Internet Portal (SRAIP) using non-proprietary protocols Proprietary application, that is compatible with the operating environment of the Customer and the Contract Authority and uses data delivered by the Contractor in an agreed format, on non-volatile media Other non-proprietary, machine-readable format media (iii) Where (ii) above applies, licences for any such proprietary application and all associated licences required shall be provided to the Contract Authority and Customer on a perpetual basis at the cost of the Contractor. The Reports must be provided in a format that enables the Contract Authority or the Customer to search and sort all data in the reports by the fields defined in Parts 7.3 and 7.4. Alternatively, the Contractor must provide at no cost to the Contract Authority or the Customer all required tools on a perpetual basis to enable the Contract Authority or the Customer to access, search and sort the Reports as specified above and the capacity to deal expeditiously with reasonable volumes of data. 5.4 Record Retention Contractors must retain report data accessible via the specified on-line access and reporting tools for a minimum of fifteen (15) months. Where termination or expiry of the Contract or the Agreement occurs prior to expiry of the relevant fifteen (15) month period, all such report data must be transferred to the Contract RFT No. 0500024 E1 GTA Delivery Standards Final Contracted Version 2 June 2007.doc Page 8 of 28 E1 - Delivery Standards and Performance Requirements Authority and/or the Customer in electronic form, in machine readable format on the media specified by the Contract Authority and/or the Customer. 5.5 Transition Reports The Contractor must provide reports as required by the agreed Customer as part of the Transition Plan. 5.6 Service Level Reports The Contractor must supply reports on the level of compliance with all agreed Service Levels in accordance with the frequency specified in this section 5, or more frequently where so requested by the Contract Authority or the Customer on an ad hoc basis. Nothing in this Part 5.6 limits the scope of the Contractor’s obligations under the Escalation Process. 5.7 Service Request Reports The Contractor must provide the following reports, which must be accessible at the stated frequency and limited to the audience stated Appendix 1 – Report: • • • Deliverables Catalogue Review Inventory Report: Handset Acquisitions Inventory Report: Service & Equipment The Contract Authority may direct the Contractor to provide the Reports in this Part 5.7 to, and in a format that is supported by, smartbuy®. 5.8 Billing Reports The following reports for Billing are to be produced by the Contractor as defined in Appendix 1 – Report: • • • • • Whole of Government Spend and Usage Consolidated Tax Invoice Itemised Billing Call Detail Records Zero Calls The Contract Authority may direct the Contractor to provide the Reports in this Part 5.8 to, and in a format and media type that is agreed by the Contract Authority. 5.9 Incident Reports The following reports are to be produced by the Contractor as discrete reports or as a scripted function able to be readily delivered via SRAIP: • • • • • • • • • Total Incidents Report (Whole of Government) Customer Incident Report (Customer) High Severity Incident Report (Whole of Government) High Severity Incident Report (Customer) Detailed Incident Report Permanent Corrective Action Report % Incidents handled within agreed response time (Whole of Government) % Incidents resolved at Service Desk (Whole of Government) Service Breach Report Further detail on the requirements for the Incident Reports listed below are provided at Appendix 1 – Reports. RFT No. 0500024 E1 GTA Delivery Standards Final Contracted Version 2 June 2007.doc Page 9 of 28 E1 - Delivery Standards and Performance Requirements 5.10 Monthly Performance Score Card (Scorecard) The Contractor is required to self input overall performance into a Scorecard as provided by the Contracting Authority and developed with the Contractor within the Operational Framework. The Scorecard will be submitted electronically by the 15th working day of each month for the previous month's performance along with reports or information that validates the scores provided. 5.11 Periodic Summary Report The Contractor must produce a formal bound report to be tabled at a regular review meeting - timing to be agreed at either quarterly, 6 monthly or annually. This report can be developed as part of the Operations Framework RFT No. 0500024 E1 GTA Delivery Standards Final Contracted Version 2 June 2007.doc Page 10 of 28 E1 - Delivery Standards and Performance Requirements 6 Deliverables Catalogue (smartbuy®) The Contractor must report to the Contract Authority any change recommended to its Deliverable Catalogue on smartbuy® (or such other system nominated by the Contract Authority from time to time) in accordance with clause 4 of the Agreement at intervals no greater than monthly. Changes may include requests for approval of new Deliverables (service or hardware). Authorisation of any change is at the sole discretion of the Contract Authority. 7 Billing The Contractor must provide detailed, timely and accurate billing for all telecommunication Deliverables and related costs as an integral part of the GTA. 7.1 Purpose This section defines the requirements to achieve a standard level of billing management for all Customers covered by the GTA. 7.2 Exclusions Any billing reporting, layout, format and detailed field definition in addition to that specified below which is required by a Customer. Any such Customer-specific variations must be identified as part of the Order. 7.3 Standardisation As part of transition to service under the GTA, the Contractor must work with the Contract Authority and the Customer to ensure that the billing presentment to the Customer meets both the requirements of the Contract Authority as stated in this document and any reasonable requirements of the Customer. The Contractor must ensure that all information required to support the established billing presentment requirements is captured as part of Service Request Process for any subsequent service changes. The Contractor must ensure to the maximum extent possible that bill presentment follows one of the standard forms approved by the Contract Authority from time to time and may, if necessary, seek the intercession of the Contract Authority to assist in achieving this. The Contractor is to ensure that the stated criteria for Field Length and Format accommodate the reasonable needs of the Customer. The minimum field requirements for billing are: • • • • • • • Account Code in a standard format Account Code hierarchy within a Customer organisation ( 10 levels) The Alias allocated to masked entries. For example: entries where the name, street address and telephone number is not to appear on the Account (silent numbers) The Billing Address for the Service The Actual location address for the Service without truncation Relevant GTA Deliverable Codes The ability to allocate a single Service charge across a minimum of three Cost Centres Page 11 of 28 RFT No. 0500024 E1 GTA Delivery Standards Final Contracted Version 2 June 2007.doc E1 - Delivery Standards and Performance Requirements 7.4 Itemisation of Invoice Accounts must as a minimum include all items covered in Section 7.3 and the following items: • The name of the Customer • The name of the individual responsible for processing the Contractor Invoice, if specified by the Customer (normally this is a Departmental person, also may be a free field) • The mailing address of Customer who is responsible for payment of accounts • The location address of fixed services and equipment to be derived from the Root and Familiar address • Invoice requirements for separation and identification of Good and Services Tax (GST) • The method for payment if other than EFT • The start and end dates for the Billing Period • Sufficient space for the internal Government Account Code to be allocated by the Customer Any invoice with incomplete detail will not be forwarded for payment. 7.5 Accuracy of Billing Billing accuracy for the purposes of the GTA comprises the following components (refer Part 11.6): a) Accuracy of the Contractor’s Tariff applied to a Call Detail Record and therefore the Bill produced from that record b) Accuracy of the Date/Time stamps of the Call Detail Records c) Call record is to be accurate to within 1 second of call completion d) Accuracy of the inventory record and charges for Service and Equipment 7.6 Specific Account Details The details listed below are the minimum level of detail required to be presented in billing for Deliverables under Category 3 and Category 4. 7.6.1 • • • • • • • 7.6.2 • • • • • Exchange Line Service (Category 3) Full national service number of the Fixed Access Service Location of the Fixed Access Service Type of Fixed Access Service as defined by GTA Product Code Applicable service or rental and support charges for the Fixed Access Service Itemised charges for each Additional Feature Deliverable in addition to any standard Fixed Access Service Period to which the charge for the Fixed Access Service applies Itemisation of other charges Fixed Line Calls, including Managed Services Calls (Category 3) Date and time of the call Calling number (to the extension level where possible) Called number Type of charge by GTA Call Type, Call Destination and applicable rate Duration of the call to the nearest whole second Page 12 of 28 RFT No. 0500024 E1 GTA Delivery Standards Final Contracted Version 2 June 2007.doc E1 - Delivery Standards and Performance Requirements • • 7.6.3 • • • • • • • • 7.6.4 • • • • • • • • • 7.6.5 • • • Total charge for the call or service Remissions, rebates, offsets or other miscellaneous credit Inbound Services (Category 3) Lines and Inbound Service numbers Date and time of the call Originating call zone for each call from fixed services Cell or other identification of origin for inbound calls from mobiles Receiving number Type of charge by GTA Call Type, Call Destination/Origin and applicable rate Charge rate and total charge for the call or service Remissions, rebates, offsets or other miscellaneous credits Mobile Services (Category 4) Date and time of the call Calling number Called number Type of charge by GTA Call Type, Call Destination and applicable rate Originating Base station at the start of the call Duration of the call to the nearest whole second Total charge for the call or service Remissions, rebates, offsets or other miscellaneous credits Itemisation of SMS Summary data requirements for each Call Type in the Billing Period Total number of calls made Total duration of all calls Total charges 7.7 Inventory Database The Contractor must establish and maintain an up to date Inventory Database that is capable of recording and reporting information regarding the actual installed inventory of Deliverables. This is to be made available to the Customer and Contract Authority via SRAIP and CD/DVD as requested. The Inventory Database must as a minimum store records for each connected Deliverable containing the following fields. The Contractor must populate each field in each record. • • • • • • • • All items covered in Part 7.3 All items covered in Part 7.4 Service Status ie. Active, Inactive or Suspended Installed date of the Service Originating Service Request reference Additional date information: On date for the Service Off date for the Service Originating service request reference Comments Field viewable by users – minimum of 256 characters. This field must be modifiable by the Contract Authority or the Customer directly into the inventory management system or via service request at no charge. RFT No. 0500024 E1 GTA Delivery Standards Final Contracted Version 2 June 2007.doc Page 13 of 28 E1 - Delivery Standards and Performance Requirements 8 Service Request Management 8.1 Purpose The purpose of this section is to detail the procedures and obligations of the Contract Authority, Customer and Contractor when a Service Request has been raised. 8.2 Scope Service Request Management is limited to interactions that do not include Incidents. The Contractor must accept and implement approved Service Requests. 8.3 Requirements The Contractor must provide details of its Service Request process for the Contract Authority’s approval. The minimum requirements of the Service Request process must allow for: • Request for quotation for Deliverables. • Provisioning of Deliverables • Activation or deactivation of features related to Deliverables • Number ranges provided by In-dial and Inbound Voice Services, including changes related to details of the network configuration and individual extensions within the number range • Any issues that modify the existing billing and reporting details such as changes to the site addresses, user name, or cost centre • Managing the listing of phone numbers in relevant published directories, including online directories as directed by the customer • Supply of approved hardware, including handsets, mobile phones, new SIM cards, mobile accessories, and items such as car kits • Provision of a repair service for fixed and mobile Handsets • Other enquiries relating to the provision of the Deliverables. 8.4 Initiation of Service Requests At the direction of the Contract Authority, the Service Request process must utilise the Government’s electronic procurement tool, currently known as smartbuy®. (or such other mechanism nominated by the Contract Authority from time to time). 8.5 Number Portability The Contractor shall comply with all requirements listed under the Telecommunications Numbering Plan 1997 ("the Numbering Plan") and with the GTA requirements for number portability including requirements referenced in Table 3, below or their successors. Description Mobile Number Portability Guideline Mobile Number Portability Customer Information Guideline Mobile Number Portability Ported Number Register Local Number Portability Code ACIF Ported Number Register Table 3 Number Portability Code Number ACIF G570: 2002 ACIF G574: 2002 ACIF G575: 2001 ACIF C540: 2002 ACIF G533: 1999 RFT No. 0500024 E1 GTA Delivery Standards Final Contracted Version 2 June 2007.doc Page 14 of 28 E1 - Delivery Standards and Performance Requirements 8.6 8.6.1 • • • • • 8.6.2 • • • • • Key Responsibilities Customer Select Deliverables and raise Orders. Assist the Contractor in the development of a transition plan where appropriate (including nominating a Customer Project Manager). Provide clarification of request details when requested. Provide approval for service requests to proceed through issuance of an Order. Conduct acceptance testing. Contractor Respond to Orders and other Service Requests in accordance with the applicable Service Levels. Engage the Customer in the development of a project or transition plan, where required. Implement the Service Requests in accordance with applicable Service Levels. Ensure that appropriate inventory and billing information is updated in accordance with the applicable Service Levels. Amend such other records as required to reflect any changes to Deliverables or operational support systems as the result of implementing a Service Request. RFT No. 0500024 E1 GTA Delivery Standards Final Contracted Version 2 June 2007.doc Page 15 of 28 E1 - Delivery Standards and Performance Requirements 9 Transition Management 9.1 Purpose It is envisaged that the Contractor will work with the Customers and/or Contract Authority to develop a standard Transition Plan to assist with the implementation of Deliverables, in accordance with the requirements of E2 Transition Framework. It is anticipated that a Transition Plan would only be required for large or complex implementations, however this will be at the discretion of the Customer. The transition plan must clearly set out the timetable for transition in or out obligations – particularly when they start and end and what the contractor’s transition obligations are. This needs to be agreed upon, reviewed and updated during the transition phase. One of the most critical issues is knowledge transfer and how changeover will occur with minimum disruption to the Customer. Transition Plan means a transition plan that complies with the requirements set out in E2 Transition Framework. 10 Service Level Management 10.1 Introduction Service Level Management (SLM) is essential in the framework of the GTAs so that the level of telecommunications service needed to support Customers can be determined, and monitoring can be initiated to identify whether the required Services Levels are being achieved – and if not, why not. Service Level Agreements (SLA), which are managed through the SLM process, provide specific targets against which the performance of the Contractor can be assessed. 10.2 Goal The goal for SLM is to maintain and improve the quality of the Deliverables, through a constant cycle of agreeing, monitoring and reporting upon service achievements and instigation of actions to eradicate poor service. Through this approach, the Contract Authority will seek to develop a positive relationship between Contractors and the Customer to the mutual benefit of the parties. RFT No. 0500024 E1 GTA Delivery Standards Final Contracted Version 2 June 2007.doc Page 16 of 28 E1 - Delivery Standards and Performance Requirements 10.3 Context Figure 1 shows the Customer/Service Level Management relation within the GTA context: Customer Customer Customer Customer Contract Authority Service Level Agreements Deliverable A Deliverable B Deliverable C Contractor 1 Contractor 2 Figure 1 Service Level Management in the GTA Context 10.4 Key Components of Service Level Management The key components of SLM are: • • • Implement Service Levels in accordance with the provisions of Part 10.5 Manage the on-going process Periodic reviews 10.5 Implement the Service Levels The Contract Authority will establish and manage a range of Service Levels in consultation with Customers and Contractors within a continuous quality improvement program under the GTA. Individual Customers will purchase Deliverables and select the appropriate SLA from the Price Book in smartbuy® (or such other system nominated by the Contract Authority from time to time). 10.6 Manage the On-Going Process Individual Customers will manage the ongoing operational aspects of the service delivery with the relevant Contractors. The Contract Authority will monitor the performance of all Contractors and provide assistance to Customers as requested. In addition to the Reports defined in this Section, the Contractor will be required to complete a monthly scorecard. This scorecard is currently under development and will be addressed in more detail in the operations framework. The Contractor must advise the Contract Authority of the Account Management and Service Management Structure it intends to use to provide oversight and control of the Deliverables. RFT No. 0500024 E1 GTA Delivery Standards Final Contracted Version 2 June 2007.doc Page 17 of 28 Periodic Reviews E1 - Delivery Standards and Performance Requirements 10.7 Operational Review Meetings In addition to the Contractors obligations under Part 12.2, the Contractor must attend review meetings on a monthly basis (or as otherwise requested by the Customer from time to time) for the purpose of reporting to the Customer on: • • • • Details of all Service Level breaches in the prior month Details of the cause of all such Service Level breaches in the prior month Details of all remedial work (including work-arounds and rectification) undertaken in respect of such Service level breaches in the prior month (including associated timeframes for same) Details of steps put in place to ensure that such Service Level breaches do not occur again 10.8 Contract Authority Review Meetings The Contract must attend Contract Authority Review Meetings on a quarterly, 6-monthly or yearly basis as determined by the Contract Authority. The Contractor must submit a hardcopy Periodic Summary Report prior to the Contract Authority Review Meeting for review at the meeting. 10.9 Account Management The Contractor must implement an account management structure to support the management and delivery of Deliverables and the following activities: • • • • • • • • • Communicate with the Customer on all service and technology related matters Identify potential business opportunities from new technology and services Recommend technology solution that best meets the Customer's business needs and expense/service level expectations Identify opportunities and assess alternative solutions to Customer’s needs Notify the Customer of risk associated with the Deliverables Perform business liaison Review volumes, costs and quality of service provision versus agreed and/or industry benchmarks Manage/track Service Requests Establish contacts and reporting requirements for incident escalation The account management structure must be established to work within the framework shown in Figure 1 and it is the intention that it be approved by the Contract Authority prior to accepting any orders for Deliverables. RFT No. 0500024 E1 GTA Delivery Standards Final Contracted Version 2 June 2007.doc Page 18 of 28 E1 - Delivery Standards and Performance Requirements 11 Service Levels 11.1 Purpose The Contractor must deliver the Services to the Customer by providing adequate infrastructure, professional services, technical expertise, maintenance program, project management services, equipment and tools and all other resources and services pertinent to the Services, to meet or exceed the agreed Service Levels. The performance of each Service must be monitored and reported as per the reporting requirements. In the interests of minimising the Price offered for GTA Deliverables, the Customer does not require any service credits or other Price reductions in the event of failure on the part of the Contractor to meet the Service Levels. However, the Customer places significant reliance on the effective operation of the Escalation Process set out in Part 12 (including associated terminating rights) in monitoring and enforcing compliance with the Service Levels, and the Contractor is obliged to fully comply with the Escalation Process at the Contractor’s own cost. 11.2 Service Desk The Contractor must provide Service Desk operation in accordance with the Service Levels shown in Appendix 2 Service Desk Service Levels. 11.3 Incident Management 11.3.1 Restoration Times The Contractor must restore any Deliverable affected by an Incident within the specified restoration times. Restoration time is defined as the time taken to restore services, which may be by workaround see Appendix 2 Deliverable Restoration Service Levels. The period used to calculate the restoration time starts when the Incident is logged with the Contractor’s Service Desk and stops when it becomes resolved. Where the Deliverable is restored by work-around the Contractor must • submit to the Contract Authority and the Customer a Permanent Corrective Action Plan (PCAP) within the relevant Service Level period stated in Appendix 2 Deliverable Restoration Service Levels; and • complete all such Permanent Corrective Actions in accordance with the agreed PCAP. RFT No. 0500024 E1 GTA Delivery Standards Final Contracted Version 2 June 2007.doc Page 19 of 28 E1 - Delivery Standards and Performance Requirements 11.4 Reporting The Contractor will provide reports as detailed in Part 5 and in accordance with the Service Levels listed in Appendix 1 – Reports. 11.5 Deliverables Catalogue (smartbuy®) The Government’s current electronic procurement system is smartbuy® which contains a catalogue function. References to smartbuy® include any replacement electronic procurement system nominated by the Contract Authority. The Contractor must ensure that: • All Deliverables listed in the Catalogue are available for procurement via smartbuy®within 30 days following the date that such Deliverables are approved by the Contract Authority; Any variation of a description of a Deliverable, made in accordance with clause 4.2 of the Standard Terms and Conditions, be made available in smartbuy® within 30 days of approval by the Contract Authority; and Any modification, upgrade or improvement to a Deliverable, made available in accordance with clause 4.3 of the Standard Terms and Conditions, are available in smartbuy® within 30 days of approval by the Contract Authority; All Deliverables that are withdrawn from the Catalogue must be removed from smartbuy® within 14 days following notification in writing by the Contract Authority. • • • The Contractor will provide information in a format suitable for inclusion in and compatible with smartbuy®. The minimum information to be provided by the Contractor will include: • • • • Deliverables specifications, as authorised by the Contract Authority Associated SLA details, as authorised by the Contract Authority Deliverables prices and pricing structures, as authorised by the Contract Authority Order status and invoicing information 11.6 Billing Invoices must identify and include G.S.T. for the billing period only. The Service Level for Billing Accuracy is based on the number of additional iterations for the disputed item(s) per dispute raised. More than two iterations per dispute raised will be deemed a Breach of Service Level. RFT No. 0500024 E1 GTA Delivery Standards Final Contracted Version 2 June 2007.doc Page 20 of 28 E1 - Delivery Standards and Performance Requirements 11.7 Service Request Management Time to complete service requests, will not exceed the number of days specified in Appendix 2 Service Request Management, and is measured from the date and time the service request is issued by the customer. 11.8 Service Levels - Service Availability The performance of each service must be monitored and reported as per the reporting requirements. 11.8.1 Category 3 – Fixed Services The exchange line circuit will be deemed available if the exchange based switching and transmission systems are fully functional to establish, carry, terminate the calls and perform all signalling functions associated with that circuit. Tenderers are to provide their differing levels of Service Availability as part of their Tender. Services availability will be measured as detailed in Appendix 2 Network Availability. 11.9 Service Level Breach In the event that any particular Service Level breach recurs on three or more occasions in any six-month period, this will be deemed to comprise a Substantial Breach of the Contract, and will entitle the Customer to terminate the Contract in its sole discretion. RFT No. 0500024 E1 GTA Delivery Standards Final Contracted Version 2 June 2007.doc Page 21 of 28 E1 - Delivery Standards and Performance Requirements 12 Escalation Process Contractors must comply with the Escalation Process set out in this Part 12, and must lodge and maintain a current version of their Escalation Process with the Contract Authority. Contractors must ensure that their Incident Management process satisfies the requirements set out in this Escalation Process at all times. 12.1 Hierarchical Escalation Guidelines for Incident Management The following table timings are a guide for activities related to Service Restoration. Elapsed Time Critical 1 Minute 5 Minutes 5 Minutes 10 Minutes 10 Minutes 15 Minutes 30 Minutes 60 Minutes 120 Minutes High 1 Minute 5 Minutes 5 Minutes 15 Minutes 15 Minutes 20 Minutes 45 Minutes 90 Minutes 180 Minutes Table 10 1 Action Incident Manager advised immediately Appropriate Service Provider Group contacted Appropriate Service Manager advised Initiate Incident communication Appropriate Service Provider Group Leader Contacted Appropriate Client Communication activated Issue On-going communication as required 1 No resolution identified – initiate conference process No resolution identified - Review severity, impact, escalate Incident Communication Guideline This action is to recur at the specified elapsed time until the incident is resolved. i.e. in a critical incident every thirty minutes, unless agreed with the Customer on an incident-by-incident basis. 12.2 Notification and Reporting The Contractor must report all Service Level breaches in accordance with the Service Level Management framework and the Incident Management framework. The Contractor must keep the Customer informed in relation to progress in respect of management and rectification of all Service Level breaches. Compliance with such obligations does not relieve the Contractor from its ongoing obligations in respect of rectification. Failure to comply with the notification and reporting requirements set out in this Part 12.2 in respect of 2% or more of the Service Level breaches occurring in any quarter will be deemed to comprise a Substantial Breach of the Contract, and will entitle the Customer to terminate the Contract in its sole discretion. 12.3 Periodic Reviews The Contract Authority will review performance of each Contractor against SLA from time to time and may elect, at its absolute discretion, to vary the terms of SLA for any Deliverable. If any Deliverable SLA is varied, the Contract Authority may request all Contractors then authorised to supply that Deliverable, to review their prices for the Deliverable. RFT No. 0500024 E1 GTA Delivery Standards Final Contracted Version 2 June 2007.doc Page 22 of 28 E1 - Delivery Standards and Performance Requirements Dictionary Abbreviation or Term 1X Data 3G 56 kbps ACCC Definition One x Radio Transmission Technology Third Generation Mobile Technology 56 kilo bits per second Australian Competition and Consumer Commission Premium services are services that supply various types of content or provide for payment of services via mobile or fixed telephone accounts, at a price that is higher than would be typical of a normal telephone call. Premium services may be accessed via Australian telephone numbers starting with 19. Premium services may involve making voice calls, sending an SMS, or accessing a mobile carrier “portal”. Australian Communications & Media Authority Basic Rate Access 7.00 AM to 7.00 PM Monday to Friday but excluding New South Wales Government gazetted Public Holidays Contract Authority Machine readable electronic record detailing for each Product and voice channel and for each outgoing call, as a minimum, the date time duration and called number Calls made to assistance services to provide either the actual number or a direct connection to the number required. Means the Products and Services List contained in Schedule 3 to the Agreement Category 3, fixed voice telephony services Category 4, mobile telephony services Central Business District Code Division Multiple Access Calling Line Identification Second level of hierarchy in Customer accounting structure. Each individual service is to be assigned to a Cost Centre. Customer Premises Equipment Where both the physical line and the call are provided and billed by the same Contractor using the Contractor’s own network infrastructure Calls from individual SMS sources to notify the user with a distinctive tone. Dual-Tone Multi-Frequency Send and receive email messages from an enabled mobile phone. European Telecommunications Standards Institute Geostationary Earth Orbit Government of New South Wales. General Packet Radio Services (GPRS) is a packet-based wireless communication service that promises fast data rates and continuous connection to the Internet for GPRS capable devices. Global System for Mobiles Government Telecommunications Agreement Any event that is not part of the standard operation of a Deliverable and that causes, or may cause, an interruption to, or a reduction in, the quality of that Deliverable. Intermediate Distribution Frame Where the physical line and the call are provided and billed by different Contractors or where the Service is delivered in part using a third party’s network infrastructure Calls made from Australia to fixed line or mobile international services. Page 23 of 28 Access to Premium Services (e.g.1900 numbers) ACMA BRA Business Day CA Call Detail Records Calls to Directory Assistance Style Services Catalogue Categories CBD CDMA CLI Cost Centre CPE Direct Connect Services Distinctive Ringing with a minimum of two (2) SMS classes DTMF Email ETSI GEO Government GPRS GSM GTA Incident IDF Indirect Connect Services International Calls RFT No. 0500024 E1 GTA Delivery Standards Final Contracted Version 2 June 2007.doc E1 - Delivery Standards and Performance Requirements Abbreviation or Term ISDN ITIL IVR Laptop Interface Modem LEO Long distance Interstate calls MDF MEO MMS Mobile Service Coverage Definition Integrated Services Digital Network Information Technology Infrastructure Library Interactive Voice Response The Personal Computer Memory Card International Association (PCMCIA) refers to the cable, including modem card, used to connect a mobile phone to a laptop computer for data transfer. Low Earth Orbit Calls made from NSW and terminating on a fixed line service located outside NSW (as defined in Categories 3 and 4) Main Distribution Frame or Building Distributor or Campus Distributor as applicable Medium Earth Orbit Mobile Message Service Coverage areas where outgoing and incoming calls can be made and received and Mobile Access Features and Enhanced Features or Services can be utilised without undue service interruption or failure. Mobile telecommunications data transmission service format for messages with a combination of text, sound, image and video for MMS capable handsets. New South Wales The operations framework document provided by the Contract Authority from time to time setting out the ongoing management and delivery of the Deliverables. Private Branch Exchange Personal Computer Memory Card International Association Personnel Data Assistant A call to an individual Mobile Service that is un-contactable or busy will be diverted to a human operator. Primary Rate Interface Public Switched Telephone Network Push to Talk Request for Tender The term roaming is used to describe the ability of the mobile phone to use any Contractors mobile phone network without physically changing any settings on the mobile phone. Supervisory Control And Data Acquisition Interface, Alternative to fixed wire implementation of this interface. Physical location at which the Contractor delivers and the Customer accepts the Service. Generally a Distributor (MDF) nominated by the Customer but for exchange lines terminating directly on a handset, the Customer may nominate the Handset socket as the Service Delivery Point. Supplier’s processes and infrastructure that delivers the customer interface and incident management functionality specified. i) As determined in Schedule 2. Communications between the Contract Authority and/or Eligible Customers and/or Customer and the Contractor, such as placing an Order, a request for a quotation or change of billing details. Mobile telecommunications data transmission that allows users to send short text messages (minimum of 160 characters) to each other using the mobile phone keypad or web interface. Subscriber Identity Module Service Level Agreement A mobile handset that can record, store and transmit video images. Wireless Application Protocol - Access to specially written Internet page on the screen of a mobile phone. Working Deliverable Description Multimedia Message Service (MMS) NSW Operations Framework PBX PCMICA PDA Personalised Message Service (PMS) PRI PSTN PTT RFT Roaming Interstate or International SCADA Interface Service Delivery Point Service Desk Service Hours Service Request Short Message Service (SMS) SIM SLA Video Capability WAP WPD RFT No. 0500024 E1 GTA Delivery Standards Final Contracted Version 2 June 2007.doc Page 24 of 28 E1 - Delivery Standards and Performance Requirements Appendix 1 – Reports Service Request Reports Name Deliverables Catalogue Review Inventory Report: Handset Acquisitions Inventory Report: Service & Equipment Inventory Database Frequency Quarterly Audience Contract Authority for approval of change CA and Cost Centres as per billing hierarchy CA and Cost Centres as per billing hierarchy Contract Authority Scope of Report Hardware Catalogue – Updates to smartbuy® (or such other system nominated by the Contract Authority from time to time) Detail Monthly Handset Acquisitions. Monthly Online via SRAIP tool Monthly Maintain a current record of all services, directory numbers and equipment provided by the Contractor in accordance with the cost-centre hierarchy established as part of the Service Request Process. Consolidated Report outlining number of Deliverables by Customer. Billing Reports Name Whole of Government Spend and Usage Consolidated Tax Invoice Itemised Billing Frequency Monthly Monthly Audience Scope of Report Contract Authority A single consolidated periodic report of Whole of Government (WoG) spend and usage by Customer, by Category, by Deliverable. Customer Cost Centres as per billing hierarchy Customer Cost Centres as per billing hierarchy Customer Cost Centres as per billing hierarchy A single, consolidated periodic Tax Invoice, incorporating all costs for such account codes and cost centres as defined by the Customer during the service request Process. Contractor’s itemised bill specific to each billable cost centre in accordance with the billing hierarchy established as part of the service request Process. All Call Detail Records (in electronic format – comma separated values – layout to be agreed in the Order) with the appropriate tariff applied and including service & equipment for the Customers services. Call Detail Records Monthly SRAIP or electronic form As and if requested but not more frequently than Monthly electronic form RFT No. 0500024 E1 GTA Delivery Standards Final Contracted Version 2 June 2007.doc Page 25 of 28 E1 - Delivery Standards and Performance Requirements Name Zero Calls Frequency As part of Billing cycle Audience Contract Authority and Cost Centres as per billing hierarchy Scope of Report Detail all services per Customer cost centre with zero calls made in the preceding Billing Period. Incident Reports Name Total Incidents Report (Whole of Government) Customer Incident Report (Customer) High Severity Incident Report (Whole of Government) High Severity Incident report (Customer) Detailed Incident Report Permanent Corrective Action Report % Incidents handled within agreed response time (Whole of Government) % Incidents resolved at Service Desk (Whole of Government) Frequency Monthly Monthly Audience Scope of Report Contract Authority A single consolidated report, showing the total number of incidents, by type, by Severity, by Customer. Customer Cost A single consolidated report, showing the total number of incidents, by severity by Centres as per Category. billing hierarchy Contract Authority A summary report of all high severity incidents by Customer, by Category (may be provided by user sort of Total Incident report) Customer Cost A summary of all high severity incidents by Customer location, by Category Centres as per billing hierarchy Contract Authority Detail description of the incident, step by step log of the steps taken to restore service and an explanation of the root cause. Customer Contract Authority Details of the Permanent Corrective actions to be undertaken by the Contractor to prevent recurrence of the incident. Customer Contract Authority A single consolidated report by severity by Customer Monthly Monthly As specified in Part 11.4 As specified in Part 11.4 Monthly Monthly Contract Authority A single consolidated report by severity by Customer RFT No. 0500024 E1 GTA Delivery Standards Final Contracted Version 2 June 2007.doc Page 26 of 28 E1 - Delivery Standards and Performance Requirements Name Service Breach Report Frequency Monthly Audience Customer Scope of Report A summary of all incidents that breached service levels, by severity, by priority classification by elapsed time to achieve incident resolution. Miscellaneous Reporting Name Telecommunications Misuse Frequency As detected by the Contractor or as Reported by the Customer Per Annum As required Monthly Audience Customer Scope of Report Report on identified misuse of Deliverables. Network Planning Services Report Transition Report Performance Scorecard Contract Authority Report on improved utilisation of voice circuits and network improvement. Customer Customer Progress report on current transition projects. Contract Authority The Contractor is required to self input overall performance into a scorecard as provided by the Contracting Authority and developed with the contractor within the operational framework. The scorecard will be submitted electronically by the 15th working day of each month for the previous month's performance along with reports or information that validates the scores provided. Contract Authority Sales trends in tabular and graphical forms. · Customer - sales profiles · Customer - top product summaries · Marketshare information · Any relevant benchmarks against your customer base / best practice · Improvement ideas / innovation / initiatives. · Action log and tracking status · Annual summary of achievements · Any other data that Contractors feel would be useful to highlight or grow value Periodic Summary Report Quarterly, 6monthly or yearly RFT No. 0500024 E1 GTA Delivery Standards Final Contracted Version 2 June 2007.doc Page 27 of 28 E1 - Delivery Standards and Performance Requirements Appendix 2 – Service Levels – All carriers Please email gta@commerce.nsw.gov.au for information pertaining to service levels. RFT No. 0500024 E1 GTA Delivery Standards Final Contracted Version 2 June 2007.doc Page 28 of 28