ACS Assessor Guide - Security Industry Authority

ACS Assessor GuideSection 4 – Criterion Specific Guidelines: Criteria 2Criteria 2 – Processes2.4 An SIA Approved Contractor can demonstrate that it has processes in place to monitor and manage service delivery to both customers and consumers.2.4.2 Customer and consumer performance indicators and service level agreements have been established.Required Achievement LevelNo customer or consumerperformance indicators have beenestablished.Service level agreements are agreedfor key customers with someindication of required performancestandards.Performance against the indicatorsis reviewed regularly.All customer contracts and/orterms and conditions of supply havean agreed service level agreementwith performance indicators.Performance targets are agreed andreviewed regularly with thecustomer.Where customer targets are notmet action plans are developedtogether. Timescales forimprovement are agreed.All aspects of the previouscolumn plus:Service level agreements withcustomers include some consumerindicators. These relate to usersimpacted by service delivery.Performance against theseindicators is regularly reviewedinternally.All aspects of theprevious column plus:There are additional consumermeasures in place. These relateto the: general public the police other authoritiesThese are regularly reviewedwith the customer.All consumer performanceindicators have targets aimed atimproving the results.Where targets are not metaction plans are developed withagreed completion timescales.46The contents of this publication are copyright ©2013 Security Industry Authority, all rights reserved. No part of the contents may be reproduced or transmitted in any form, by any means without prior written permission of the copyright owner.