| Passenger Transport SLA (example) |
Example Service level agreement for provision of passenger cars to Inholborn business improvement district (BID) membersOperationAll jobs are to be given a job number and must collect the following management information:
Reports (MI)Customers who utilise the framework agreement may request management information at any time. Management information will be provided within 3 days once requested. A full report of management information will be provided to Meercat Associates Limited every 3 months. This report will be provided electronically in excel form, and contain all the management information for every customer utilising the framework agreement, it will be broken down by customer and contain the following information:
InsuranceEach member of the framework must have: Employers Liability to the minimum value of £5,000,000 Public Liability insurance to the minimum value of £5,000,000 Comprehensive vehicle insurance Property in transit insurance DriverAll drivers must: Clearly display proof of identification. Be courteous at all times. Have knowledge of all pick up points. Be familiar with proposed route and destination. Be dressed in neat business attire (suit and tie). Have a good command of the English Language. Be in possession of a valid Public Carriage Office licence. Have good knowledge of the Greater London area. SubcontractingThis is not allowed under the terms of this framework. In the unlikely event that an emergency takes place; a job may be transfer to another supplier on the framework at no additional cost to the client. CarsAll cars must: Be clean internally and externally. Hold a valid MOT certificate and be covered under the companies insurance. Hold a valid licence issued by the PCO in London Be 100% non-smoking. Have air conditioning or climate control. Be Right hand drive. Be no older than 5 years old. Be free from music or the radio unless requested by the passenger. Call centreAll calls must be answered within 6 rings. ComplaintsAll complaints must: Be directly responded to with 24hrs. Be resolved within 48hrs. Be recorded and form part of the management information. InvoicesInvoices will be provided to each customer utilising the framework agreement on a monthly basis. Invoices will show the following information:
All invoices will match with management information provided. Charges:
The framework rates will cover 24hrs a day, 7 days a week, 365 days a year*. No additions or alterations may be made without prior agreement and amendment of the framework agreement. ‘* The only agreed exception is Christmas which has 100% uplift from 18:00 on Xmas Eve until 06:00 on the 27th and New Year 50% uplift from 18:00 on New Years Eve until 06:00 on the 2nd Jan.
Waiting time will not be charged for the first 10 minutes, after this a charge of £0.415 can be made for every minute of waiting.
Cancelation of a pre-booked journey with at least an hour's notice will not be charged. Cancellations of a pre-booked journey with less than an hour's notice will incur a fixed cancellation charge only if the vehicle has been allocated to a driver, this will incur a fixed cancelation charge of £5. A ‘No show' on behalf of the client will incur a fixed charge of £14 (£5 + 20min X fixed waiting charge) Should a journey outside the north or south circular be cancelled on arrival or within 1 hour of the pick-up time, then a cancellation charge for 50% of the job will be charged.
No additional charges can be applied for administration. Response timesPre-booked journeys to be on time. Inner London ASAP journeys to be attended to within 20 minutes unless advised differently at point of booking. Outer London ASAP journeys to be attended to within 25 minutes unless advised differently at point of booking. Key performance indicators
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