EU solidarity with Ukraine

Call for tenders' details

Title:
Cleaning, Waste Management and other Related Services
Contracting authority:
European Medicines Agency (EMA)
TED publication date:
18/07/2019
Time limit for receipt of tenders:
03/09/2019
Status:
Closed
Status
05/08/2019
06/08/2019
English (en)
Question details
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.