Our Performance


 

 

 

Our Service Level Agreements

At EP we strive at all times to provide our members with high levels of customer service and in doing so we aim to meet the following SLAs:-

New Member Enquiries

From client decision to proceed to joining paperwork despatched within 10 working days if appropriate.

 

Direct Selection

From client decision to proceed to written confirmation of information required within 5 working days.

From receipt of all required information to Schedule 4 Order issued within 5 working days (If a contract is required instead of a Schedule 4 Order, this will be issued within 10 working days).

From completion of Schedule 4 Order/Contract by all parties to mobilisation meeting arranged and agenda issued within 5 working days.

 

Mini-Competition

From client decision to proceed to written confirmation of information required within 5 working days.

From receipt of all required information to opportunity published on In-Tend within 15 working days.

From receipt of bids to tender evaluation provided within 10 working days.

From acceptance of winning bid to mobilisation meeting arranged and agenda issued within 5 working days.

 

Queries relating to any Framework

Responded to within 5 working days.

 

Complaints

Acknowledged within 2 working days and responded to within a further 5 working days.

 

Member Insight

The number of Members for which we hold comprehensive contract renewal data (in order that we are better prepared).

Percentage of client commitments to undertake Direct Selections or Mini-Competitions with more than 8 weeks notice (in order that we more effectively achieve our response times).