Service Management
- Christina Grant (Unlicensed)
- Seema Hickmott
- Michael France
ID | S65 |
Version | 3.0.0 |
Type | Overarching Standard |
Status | Effective |
Effective Date | Nov 12, 2024 |
Contracting Vehicle(s) |
Description
Sets out the requirements for Suppliers with regards to the delivery and management of services that support and provide their Solutions.
GPIT Futures Lot 1 and Digital First Online Consultation & Video Consultation (DFOCVC) Contracting Vehicle requirements
GPIT Futures Lot 1 Framework
The Service Management Standard comprises of Type 1 & Type 2 Catalogue Solutions which are defined in the Catalogue Agreement.
Note: All Catalogue Solutions provided under the GPIT Futures Lot 1 Framework are categorised as Type 2 Catalogue Solutions.
With regards to performance management, remedies associated with poor performance and, where applicable, Service Credits, this information is set out in:
For Type 1 Catalogue Solutions: in schedule 2.5 (Performance Levels) of the GPITF Framework 1 Lot 1 Framework Agreement; and
For Type 2 Catalogue Solutions: in schedule 2.1 (Performance Levels) of the GPITF Framework 1 Lot 1 Call Off Agreement
Digital First Online Consultation & Video Consultation (DFOCVC) Framework
The Service Management Standard for the DFOCVC Framework comprises the requirements set out in the table below.
Note: All Catalogue Solutions provided under this Framework are categorised as Type 2 Catalogue Solutions.
Readers should note that:
The Digital First Online Consultation & Video Consultation Framework Call Off Agreement sets out the performance management provisions (i.e. remedies associated with poor performance and, where applicable, Service Credits)
For each Call Off Agreement, the Service Management Agent shall be the Call Off Ordering Party unless the Call Off Ordering Party nominates another party to fulfil that function on its behalf
Requirements
Applicable Contracting Vehicle(s) | Requirement ID | Requirement | Level | Applicable to Type 1 and/or Type 2 Catalogue Solutions |
All | SM001 | The Supplier is fully accountable and responsible for the quality, service management and provision of its Catalogue Solution(s). | MUST | Both |
All | SM002 | The Supplier shall act in an open, honest and professional manner at all times, when engaging with all stakeholders including the Service Management Agent. | MUST | Both |
All | SM003 | The Supplier shall execute service management in accordance with industry good practice applicable to the technology and business criticality of the Catalogue Solution(s) provided. | MUST | Both |
All | SM004 | The Supplier must deliver an ITIL aligned Service Desk and shall classify all fulfilment requests as either an Incident or a Service Request. | MUST | Both |
| SM005 | The Supplier shall comply with the following Service Management Agent's documents: | must | Both |
| SM005a | The Supplier shall comply with the following Catalogue Authority documents: | must | Type 2 only |
| SM006 | The Supplier shall measure the performance of each Catalogue Solution against each of the Service Levels applicable to the Catalogue Solution. | MUST | Both |
| SM006a | The Supplier shall measure the performance of each Catalogue Solution against each of the Service Levels applicable to such Catalogue Solution as set out in the Catalogue Solution Service Levels document. | must | Type 2 only |
| SM007 | The Supplier shall operate a process for managing Planned Downtime in accordance with the requirements for the same set out in the relevant Catalogue Solution Service Levels document. | must | Type 1 only |
| SM007a | The Supplier shall operate a process for managing Planned Downtime in accordance with the requirements for the same set out in Catalogue Solution Service Levels document. | must | Type 2 only |
All | SM008 | The Supplier must operate and publish an effective escalation process for the Service Management Agent, other Suppliers, Service Recipients, Call Off Ordering Parties and other NHS stakeholders to utilise which must be in accordance with the Escalation Management Obligations Document. | MUST | Both |
| SM009 | The Supplier must provide up to 5 (the Service Management Agent shall determine how many within this constraint) of the Service Management Agent's service management staff with remote, read only and real-time access to the Supplier Service Management Toolsets to the extent necessary to monitor the management of the services delivered under the Contracting Vehicle. | MUST | Type 1 only |
| SM010 | The Supplier shall provide training to the Service Management Agent's service management staff referred to in requirement SM009 to the extent required for them to be able to utilise the Supplier Service Management Toolsets effectively and to interpret the information accessed accurately. | MUST | Type 1 only |
| SM011 | The Supplier must provide up to 5 (the Service Management Agent shall determine how many within this constraint) of the Service Management Agent's service management staff with remote, read only and real-time access to the Supplier Service Performance Toolsets used by the Supplier's staff to monitor the performance of the services delivered under the Contracting Vehicle. | MUST | Type 1 only |
| SM023 | The Supplier must provide a monthly capacity report that covers all relevant services and offerings. | must | Type 1 only |
All | SM013 | The Supplier shall ensure that all data used within the Supplier Service Management Toolsets and Supplier Performance Management Toolsets is retained for a minimum of two years or the duration of the Call Off Agreement (whichever is longer) in a manner that can be accessed by the Supplier and provided to the Service Management Agent within 48 hours of any request. | MUST | Both |
All | SM014 | To the extent the Service Management Agent can not access data as required, the Supplier must make such data available to the Service Management Agent no later than 24 hours after the Service Management Agent has requested such data (this time period excludes weekends and Bank Holidays), or where that the data is required urgently (such as to respond to a Parliamentary question), no more than 4 hours from the request being made by the Service Management Agent to the Supplier. The Service Management Agent shall act reasonably and give due regard to the impact on the Supplier when making such requests. | MUST | Both |
| SM015 | The Supplier shall provide the Service Management Agent/Catalogue Authority with named contacts and contact details who will join Service Management Agent/Catalogue Authority calls on request (acting reasonably) for the following functions. The below list is for GPIT Futures & Technical Innovation Contracting Vehicles:
| must | Type 1 only |
| SM015a | The Supplier shall provide the Catalogue Authority with details of the Supplier’s service hosting arrangements/providers and named contacts and contact details who will join Catalogue Authority calls on request (acting reasonably) for the following functions:
| must | Type 2 only |
All | SM016 | The Supplier shall co-operate and collaborate with the Service Management Agent, other Suppliers, Call Off Ordering Parties, Service Recipients and any other relevant stakeholders as appropriate to rectify and/or prevent issues with the quality or performance of the Catalogue Solution(s). | MUST | Both |
| SM017 | Where any aspect of the criteria in the balanced scorecard Service Level scores less than the highest score available, the Supplier shall, where reasonably requested by the Service Management Agent, define and execute an appropriate Service Improvement Plan. | MUST | Type 1 only |
| SM018 | The Supplier shall comply with the Problem Management Obligations document. | must | Type 1 only |
| SM018a | The Supplier shall raise Problems for the root cause of all HSSIs and shall, unless otherwise agreed with the Catalogue Authority acting reasonably, fix such Problems within 60 Working Days. | must | Type 2 only |
All | SM019 | The Supplier shall, within 10 Working Days of the receipt of a request from the Service Management Agent, provide evidence to demonstrate that they are compliant with one or more of the obligations set out in this document. The Service Management Agent shall only issue such requests where a breach of the obligations set out in this document are reasonably suspected to have occurred. | MUST | Both |
Performance Regime Template For Type 2 Catalogue Solutions
Other Documents Referenced Within Components Of The Standard
Balanced Scorecard is referenced in document “Catalogue Solution Service Levels”
HSSI Template referenced in document “Incident Management Obligations”
HSSI Report Template - referenced in document “DFOCVC – Incident Management Related Obligations”
Applicable Capabilities
All Suppliers Solutions delivering any Capabilities will need to meet this Standard.
Roadmap
Items on the Roadmap which impact or relate to this Standard |
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