Services offered 2012/13 - Sunderland Learning Hub

COST OF SERVICES:Charges will be determined to meet individual academy/ school requirements.SERVICE STANDARDS & HOW GOOD PERFORMANCE WILL BE MEASURED:All phone calls returned within 24 hours.All requests for service responded to within three working days.All concerns acknowledged within three working days (See corporate procedure)A senior manager will be available 24 hours a day to respond to queries and to receivetelephone calls. Ofsted LIJ Criteria:• A central contract is available for academies/ schools wishing to buy into, that is flexiblefor all schools requirements• Support is available for academies/ schools wishing to make their own arrangements• Translation of the government’s agenda and support to ensure that schools meet theirstatutory duties.• Monitoring of meal uptake figures.• Menu analysis of all recipes using the nutritional software package CRISp to ensurecompliance with the governments nutritional standardsMONITORING AND EVALUATIONAs part of the Quality System, independent visits are carried out to ensure that the systems andprocesses are operating satisfactorily with reports being forwarded to the individual schools forinformation.Periodically customers are consulted through a questionnaire format to ensure that they are stillsatisfied with the service. This in addition to other forms of consultation undertaken with parents,pupils and the wider public e.g. the Exeter and Mori surveys.The results from both the inspections and customer consultations are collated with analysis oftrends used to aid improvement of services provided.Regular visits are continually made by the operational management team to ensure that day today running of the service remains smooth and effective.Monitoring of supplier performance and review of associated contracts inclusive of sustainabilityclauses where best value allowsPerformance Management - This will be discussed with each customer and tailored to suitindividual requirements, and will be documented within the SLA.ACADEMY/ SCHOOL RESPONSIBILITIESEnsure access to kitchen and academy/ school premises.Provision of energy.Assistance with healthy eating initiatives.Assistance with implementation of nutritional standards and requirementsAssistance in the promotion of school meals to increase meal uptake162