DS02 Process Description

Review and monitoring of existing agreements and procedures for their effectiveness and compliance with the organization policy.

Supplier Interfaces: identify third-party providers services and document technical and organizational interfaces with suppliers.
Owner Relationships: ensure the quality of the relationships with third parties,
Third-Party Contracts: define and monitor specific procedures to ensure that for each relationship with an external service provider a formal contract is defined and agreed upon.
Outsourcing Contracts: define organizational procedures to ensure that the contract between the facilities management provider and the organization is based on required processing levels, security, monitoring and contingency requirements, and other stipulations as appropriate.

Percent of service providers with formally agreed objectives
Percent of significant agreements for which service provider qualification reviews are undertaken
Percent of service providers that are formally qualified
Number of third-party contractors with welldefined goals and expected deliverables
Mutual satisfaction with the ongoing relationship
Number of third-party contractors not meeting objectives or service levels
Number and cost of disputes with third parties flowing from inadequate agreements or lack of performance against adequate agreements

consistent with the Tier 2/3 analysis, re-establish EBC role as service manager for EDS and iSERV, work with SMT to re-establish monthly EBC agenda for each, and report back to SMT on monthly status and results,
tender, award and operation of Tier 1 contract for EBC service desk, and re-positioning of other services currently bundled into the HP contract,
develop tactical steps to improve access to Government VORs

Number and frequency of review meetings
Number of contract amendments
Frequency of service level reports
Number of outstanding issues
Time lag for clearing issues
Percent of contracts outstanding for legal review
Time lag since the last contract review against market conditions
Number of service contracts not using standard terms and conditions or approved exceptions

Clearly-defined service requirements and performance measures exist
The organisation retains accountability and control, and proactively manages external services
The service provider has a mechanism in place to report on performance measures
Third-party providers have a quality assurance programme in place
All deliverables, including operational and performance requirements, are sufficiently defined and understood by all parties
Effective change procedures for service requirements and performance measures are implemented
Contracts are subject to successful legal review and sign-off
There is provision for adequate management and administration, addressing financial, operations, legal and control issues
The application of mutually agreed service level agreements is based on agreed upon associated rewards and penalties
An internal contract manager is the single point of contact with the third party
ARequest for Proposal (RFP) process exists, with pre-established and agreed evaluation criteria
A process is in place for classifying service problems based on their importance and the required responses