ANNEX D TO

SCHEDULE 3
LS/0018

KEY PERFORMANCE INDICATORS AND EXPECTED PERFORMANCE TARGET METRICS

KPI #1 – Call Out

Provide a 24/7 answered call out service to attend RCS sites in accordance with agreed contract
timelines.

- 100% Performance Target Metric.

KPI #2 – Testing and Inspection

Testing & Inspection of Re-railing Equipment, Workshop Jacks and Lifting accessories to meet
LOLER 98 Regs.

- 100% Performance Target Metric

KPI #3 – Line Repairs

Line Repairs to be completed within 10 working days.

- 100% Performance Target Metric

KPI #4 – Maintenance Support

Maintenance Support all tasks to be completed within 10 working days.

- 100% Performance Target Metric

KPI #5 – Management Information

Provide MI data as specified by the authority (see Annex H) as a weekly update (spreadsheet), on
a monthly basis and provide a quarterly report for Contract Review Meetings.

- 100% Performance Target Metric

Each KPI has a tolerance applied to it, such as:

 100 to 95% of KPI met on time and in full – Green

 95 to 90% of KPI met on time and in full – Amber

 Below 90% of KPI met on time and in full – Red

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 ANNEX D TO
SCHEDULE 3
LS/0018

This information is then plotted on the sample Compliance Matrix (by contractor and Authority,
each to monitor and compile this report for each quarterly meeting), detail as follows:

KPI Jan-15 Feb-15 Mar-15 Apr-15

KPI 1 Call Out 100 91 94 86
KPI 2 Testing and
Inspection 100 100 100 100

KPI 3 Line Repairs 100 89 100 82

KPI 4 Maintenance
Support 100 100 93 70

KPI 5 Management
Information 100 100 100 100

In such circumstances management action would be initiated as follows:

The two successive Ambers or Red assessments of performance (example Feb to Mar 15)
automatically make the following month April 15 Red, even though the performance assessment
for Apr 14 should be Green (as two consecutive Amber or Amber / Red ratings in any KPI are not
allowed), at this point.

The Authority has the ability to impose contractual remedies and should decide what most
appropriate from those contained in the contract (examples such as nominal payment for each
individual failure within the KPI). The Supplier will be advised immediately of the remedy at the
quarterly meeting by the Commercial Manager verbally then follow on in writing. If the decision is
taken to waive the remedy (such as when there are mitigating circumstances and Performance
improvement is already clearly improving) then it is essential that this is still communicated, both
verbally and later in writing to the company together with a statement that we withhold the right to
apply remedies against any future single or cumulative KPI failures. KPI reporting and decisions
on remedy will form part of the quarterly contract review and montoring meetings between the
Authority and the Contractor.

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