EU solidarity with Ukraine

Informações relativas ao concurso

Título:
Cleaning, Waste Management and other Related Services
Entidade adjudicante:
European Medicines Agency (EMA)
Data de publicação na TED:
18/07/2019
Prazo para a receção de propostas:
03/09/2019
Estado:
Encerrado
Estado
05/08/2019
06/08/2019
English (en)
Informações relativas à questão
Question 34 - Q&A
From our own experience we know that a maximum of 1 complaint per month in a building with > 1.000 end users is not a realistic goal. We suggest that this KPI will be set to a maximum of 20 complaints per month before a penalty goes into effect. Will you agree to this? If not, to which number are you willing to set this KPI?
06/08/2019
Complaints as described in the SLA are not user complaints. User complaints will be channelled through the EMA contract manager who will assess the issue and discuss it with the contractor at the monthly review meeting. Should an issue not be resolved or followed up within the required standards by the contractor, the matter will be escalated into a complaint in the quarterly review.