STMA Uplifts to Service Management Standard
- Chiara.Beckett (Unlicensed)
- Seema Hickmott
- Chloe Gibson
ID | RM189 |
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Version | 1.2.2 |
Type | Roadmap Item |
Contracting Vehicle(s) |
Title | STMA Uplifts to Service Management Standard |
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Description | Changes to the Service Management Overarching Standard to align across all procurement products |
Date Added | May 24, 2023 |
Standards and Capabilities | |
Change Route | Managed Capacity - Other |
Change Type | Uplift |
Status | Closed |
Publication Date | Aug 12, 2024 |
Effective Date | Nov 12, 2024 |
Incentives / Funding | No |
Incentive / Funding Dates | N/A |
Background
The Service Management Standard version 2.1.0 has now expired and a new version has been created, Service Management Standard version 3.0.0.
Suppliers are required to onboard onto the Service Management Standard version 3.0.0.
Outline Plan
Details of the change will be made available to Suppliers via a draft version of the Service Management Standard (please see Full Specification). Existing Suppliers need to ensure they are compliant with the changes by the Effective Date.
Summary of Change
Service Management: Patch Changes applied |
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Service Management: Requirements updated | ||||
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Applicable Contracting Vehicle(s) | Requirement ID | Requirement Description | Level | Applicable to Type 1 and/or Type 2 Catalogue Solutions |
| SM005 | The Supplier shall comply with the following Service Management Agent's documents:
| MUST | Both |
| DFOCVC-SM005SM005a | 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 Service Levels applicable to such the Catalogue Solution. | MUST | Both |
| DFOCVC-SM006SM006a | 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 Solutions 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 |
| DFOCVC-SM007SM007a | 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 and complaints process for the Service Management Agent, other suppliers, Service Recipients, Call Off Ordering Parties and other NHS stakeholders to utilise. 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 |
| SM012 | The Supplier shall provide training to the Service Management Agent's service management staff referred to in requirement SM011 to the extent required for them to be able to utilise the Supplier Service Performance Toolsets effectively and to interpret the information accessed accurately. | MUST | Type 1 only |
| SM023 | The Supplier must provide a monthly capacity report that covers all relevant services and offerings. | must | Type 1 only |
DFOCVC | DFOCVC-SM014 | To the extent the Catalogue Authority cannot access data as required, the Supplier must make such data available to the Catalogue Authority no later than 24 hours after the Catalogue Authority 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 Catalogue Authority to the Supplier. The Catalogue Authority shall act reasonably and give due regard to the impact on the Supplier when making such requests. | MUST |
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All | SM014 | To the extent the Service Management Agent/Catalogue Authority can not access data as required, the Supplier must make such data available to the Service Management Agent/Catalogue Authority no later than 24 hours after the Service Management Agent/Catalogue Authority has requested such data, 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/Catalogue Authority to the Supplier. The Service Management Agent/Catalogue Authority 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 Vehicle(s):
| must | Type 1 only |
| DFOCVC-SM015SM015a | 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 |
| SM018 | The Supplier shall raise Problems for the root cause of all HSSIs and shall, unless otherwise agreed with the Service Management Agent acting reasonably, fix the Problem within 60 Working Days. The Supplier shall comply with the Problem Management Obligations document. | must | Type 1 only |
| DFOCVC-SM018SM018a | 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 |
Service Management: Other Documents Referenced Within Components Of The Standard updated |
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Full Specification
Service Management v3.0.0
Assurance Approach
Suppliers are to complete a Traceability Matrix (TM), providing evidence detailing how they meet the obligations of each requirement. These could include, but are not limited to:
Process and Procedure documents
Data retention agreements
Escalations and Complaints processes
Self-declaration statements
The TM will be supplied by the NHS England Supplier Manager, following acceptance of the Supplier’s onboarding. The Supplier Manager will also create a SharePoint area for the uploading of evidence.