Governance
Service Governance
OPERATIONAL
• Performance Dashboard Review
• Develop Action Plan andImplement
• Weekly Remote site Client Feedback Review
• Review Helpdesk performance
• Review Customer concerns and take actions
Customer Satisfaction Survey
Strategic A/C Lead
Regional Heads
Area Heads
CONTRACTUAL
• Measuring SatisfactionLevels
Quarterly / Half Yearly
National & Regional
Leadership & Executive
Oversight
STRATEGIC
• Setting vision and goals
• Strategic alignment and overall direction
• Identify strategic opportunities
• Approve annual strategic plan
• Financial performance
Customer Satisfaction Survey
City & Regional
Relationship
Management
Customer Satisfaction Survey
Site LeadsCity
Operations
MANAGEMENT
• Monthly / Quarterly Review of KPI Score card
• Track escalation of performance issues
• Manage Change control process
• Drive continuous improvement in Service
• Delivery
Process Management
Quality Management - Risk, Compliances and Audits
Performance Management
SLA / KPI & Benchmarking
SLA / KPI
• Mutually agree on Key Performance Indicators to track service levels During
Transition phase
• More priority to critical function in the SLA
• Tracked performance
• Key Services Tracked - Operational
• Key Services Tracked – Financial
• More priority to critical function in the SLA
• Tracked performance
• Key Services Tracked - Operational
• Key Services Tracked – Financial
Benchmarking
• Finance
• Energy Consumption
• Occupancy Density
• Systems & Procedures
• Service Levels
• Critical Equipment Performance
• Energy Consumption
• Occupancy Density
• Systems & Procedures
• Service Levels
• Critical Equipment Performance