Contract Performance Management Framework · 2019-09-05 · Australia, Adequate Records Management...
Transcript of Contract Performance Management Framework · 2019-09-05 · Australia, Adequate Records Management...
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Contract Performance Management Framework
Classification A
Summary The Contract Performance Management Framework (CPMF) provides a consistent approach, methodology and tools to support phase 2 (contract management) and phase 3 (close out) of the Contract Management Framework (CMF).
The CPMF describes how the Department for Child Protection (DCP) will administer, monitor, evaluate and reconcile the delivery of services as described in the contract between DCP and the service provider.
This approach will streamline reporting requirements for DCP’s contracted service providers and apply a consistent performance measurement and monitoring response across all DCP service contracts.
1. Purpose
The CPMF will provide a methodical and evidence based approach to ensure:
The contractual relationship between DCP and service providers is managed equitably, transparently and accountably by DCP
A shared understanding of the obligations of both DCP and contracted service providers
A shared understanding of roles, responsibilities and accountabilities of both DCP and contracted service providers
Establishment of a rule based approach to performance measurement, monitoring and reporting. Early identification of both DCP and service provider non-performance and implementation of intervention strategies to restore performance
Improved collaboration between DCP and service providers in the delivery of safe quality care to the children and young people in the Chief Executive’s custody or guardianship
DCP service delivery contracts align to client, community and stakeholder expectations
2. Scope
The CPMF applies to all non-government service providers that deliver Out of Home Care services on behalf of DCP, as agreed through a formal procurement contracting process.
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3. Framework requirements
The CPMF relies on six key elements working together to support the delivery of safe quality care to children and young people in the Chief Executive’s custody or guardianship. The six elements and their interdependencies are summarised below:
1. Guiding principles (desired outcomes to be considered during design and implementation of source documents associated with each element)
2. Oversight and governance (external inputs mandating how the CPMF should operate)
3. Contract (external input that sets the contractual obligations to be managed)
4. Measure (1st component of the CPMF that provides the technical specifications for measurement design, interpretation and action)
5. Monitor (2nd component of the CPMF that provides the processes, tools and mechanisms to evaluate and discuss performance)
6. Manage (3rd component of the CPMF that prescribes what should occur based on performance outcomes)
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3.1 Guiding principles
The guiding principles provide direction as to what individual elements of the CPMF or related inputs are expected to deliver as an outcome as described in table 1.
Table 1: Guiding principles
Guiding principle
Desired outcome Framework element considered
Accountability Clear roles and responsibilities of DCP and service providers in delivering services through a contractual arrangement.
Contract
Collaboration and partnership
Collaborative working relationships between DCP and Out of Home care service providers will be achieved through the use of open constructive communication and feedback.
Monitor
Commissioned based purchasing
Ensures services purchased are in line with DCP commissioning model.
Contract
Governance Clear systems and structures to support contract performance reporting, monitoring and management including management of non-performance.
Oversight and governance
Risk Management
Ensures performance issues and treatments are based on evidence and managed proportionate to the level of risk to clients and service delivery, DCP and or the service provider.
Oversight and governance
Measure
Recognition Recognises sustained and consistent performance Manage
Responsiveness Performance concerns are identified early, issues discussed and treatments put in place in a timely manner to prevent deterioration.
Monitor
Manage
Predictability Clear setting of performance and non-performance criteria, actioned by clearly documented processes to respond.
Measure
Manage
Probity and transparency
Ensure performance expectations are clear, transparent and applied consistently and equitably.
Oversight and governance
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Safe quality care The delivery of safe quality care to children and young people in the Chief Executive’s custody or guardianship.
Objective/ outcome
3.2 Oversight and governance
To ensure transparent, equitable and evidence based decision making, the CPMF is directed by and aligned to DCP’s:
- Contract Management Framework - Procurement Governance Policy - Risk Management Framework
3.2.1 Contract Management Framework
The Contract Management Framework (CMF) provides a clear and standardised approach to managing and administering contracts for goods and services purchased from suppliers. The framework identifies contract management requirements for all DCP contracts including the specific requirements associated with the contracting of Not for Profit (NFP) organisations. The main objective of contract management is to ensure commitments and obligations from buyers (DCP) and suppliers are effectively met, by delivering value for money outcomes and managing inherent risk.
The CPMF supports key activities required within the CMF, including the administering and management of contracts (phase 2 – contract management) and closure and transition of contracts (phase 3 – contract close out).
3.2.2 Procurement Governance Policy
The Procurement Governance Policy provides an overview of the processes, authorities and accountabilities to ensure a high performing procurement function across the agency. The objective of the policy, as required by the State Procurement Act 2004, requires public authorities to achieve:
- Value for money in the expenditure of public money;
- Ethical and fair treatment to participants; and
- Probity, transparency and accountability in procurement operations
The CPMF is underpinned by these objectives, processes, authorities and accountabilities in the measurement, evaluation, monitoring and management of contract performance.
3.2.3 Risk Management Framework
The Risk Management Framework supports the DCP Risk Management Policy by defining DCP’s risk management principles, methodology and responsibilities. It intends to establish a systematic and integrated approach to risk management, risk assessment, documentation and reporting, so that the Department meets its risk management obligations.
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The CPMF utilises the principles, methodology and responsibilities to underpin performance measurement thresholds, performance levels and required treatments.
3.3 Contract
3.3.1 Goods and Services Agreement
The Goods and Services (G&S) Agreement is applicable in the contracted procurement of all low to medium risk, non-complex (i.e. standard) goods and services government procurements, including procurements of consultancy services and panel contracts, where payment is on invoice.
Attachment 5 of the G&S Agreement outlines the specifications and requirements of the service to be provided. The service provider’s performance will be reported and monitored against the Service Levels (KPIs) specified in Item 2 of Attachment 5 of the G&S Agreement.
3.3.2 Not-for-Profit Agreement
Whereas the Not-for-Profit (NFP) Agreement is applicable in the contracted procurement of NFP funded services, where up-front payment to NFP organisations is required.
Attachment 4 of the NFP Agreement outlines the specifications and requirements of the service to be provided. The service provider’s performance will be reported and monitored against the Service Levels (KPIs) specified in Item 4 of Attachment 4 of the NFP Agreement.
3.4 Measure
3.4.1 Performance measures
Performance Measures are quantitative or qualitative measurements that help determine the extent to which agreed contractual outcomes, outputs, quality of service and compliance with legislative requirements have been achieved.
Performance measures will be grouped into four performance domains:
1. Service Delivery
2. Quality
3. Financial Viability
4. Governance and Compliance
3.4.2 Measurement specifications
The Performance Measurement Specification (PMS) detail the business rules for the collection, collation and reporting of performance measures.
These technical specifications will ensure consistency as to how performance data is measured and reported. As well as providing clarity of expected targets, thresholds and treatments.
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3.4.3 Performance targets and thresholds
Within each performance domain, measures will be grouped into Tier 1 and Tier 2 indicators. Performance targets and/or benchmarks will be allocated to each indicator as appropriate to reflect the Department’s performance expectation.
For each Tier 1 performance measure DCP will establish a tolerance threshold. Tolerance thresholds will be specific for each measure. Performance against these thresholds will be used to trigger a contract performance management response.
Tier 1 performance measures will be included in each contract under Attachment 4 Funded Services Item 4 of the NFP Agreement.
An example of Tier 1 Performance measurement elements is provided at table 2.
Table 2: Tier 1 Performance Measurement and Monitoring Overview
Performance Domain Performance Area Performance
Measure
Performance
Target
Performance
Threshold
(example)
Service Delivery Placement Indicator Yes 100% Referral Output >= 95% and < 100% Carers Outcome < 95% Carer Recruitment
Quality Placement Related Indicator Yes 100% Carer Related Output >= 95% and < 100% Incident Management Outcome < 95% Health Education Disability
Financial Viability Financial Management Indicator Yes 100% Workforce Management Output >= 95% and < 100% Outcome < 95%
Governance and Compliance
Compliance to policies and legislation
Indicator Output
Yes 100%
Achievement to external standards
Outcome >= 95% and < 100%
Governance Attestation < 95%
3.5 Monitor
3.5.1 Performance reporting
DCP and service providers are required to provide performance data monthly, quarterly and annually to demonstrate performance against agreed measurements, targets and/or benchmarks. Service providers are responsible for the correction of any identified data errors and for notifying their contract manager of any non-compliance with the requirements of their contract outside of the regular data collection and assessment period.
Performance reporting frequency and responsibilities for each measure are specified within the Performance Measurement Specification.
The Contract Management and Licensing System (CMLS) portal will be the primary collection point for reporting of performance data.
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3.5.2 Dispute resolution
A service provider may at any time exercise its right to resolve a performance related matter through the dispute resolution process as defined in the DCP Contract Management Framework.
3.5.3 Record keeping
All records created during the performance management process will be retained by DCP during the life of the contract.
Documents created and all related communications between contract managers and service providers will be recorded and securely stored in accordance with Government of South Australia, Adequate Records Management Standard.
3.5.4 Contract management meetings
The DCP Quarterly Contract Management Meeting is the key reporting, monitoring,
management and decisions making forum for all contract related business including service
provider performance against contracted obligations and agreed outcomes.
When a contract performance management level is triggered a Performance Management
Meeting will be established. This meeting is in addition to the Department’s Quarterly Contract
Management Meeting.
The purpose of the performance management meeting is to develop clear remedial actions
and set timeframes for resolving performance concerns or issues; and for monitoring
implementation of actions and assessing performance improvement.
The progress and outcomes of the Performance management meeting will be tabled at the
Quarterly Contract Management Meeting for monitoring and/or escalation.
Performance meeting membership will be dependent on the performance management level
as described in table 3. Where required additional staff from DCP or the service provider will
be invited to attend as subject matter experts.
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Table 3: Performance Meeting Membership
Performance Level 2 under performance
Performance Level 3 non performance
Performance Level 4 contract variation or
termination Membership Membership Membership
Chair: DCP Manager Service Contracts and Licencing
DCP Chief Financial Officer (as required)
DCP OOHC Executive Director or delegated authority
DCP Contract Manager
Service provider Chief Operating Officer
Service provider Chief Financial Officer
Service provider Contract Manager or delegated authority
Chair: DCP Chief Financial Officer
DCP OOHC Executive Director
DCP Manager Service Contracts and Licencing
DCP Contract Manager
Service provider Chief Operating Officer
Service provider Chief Financial Officer
Service provider Contract Manager or delegated authority
Chair: DCP Chief Executive
DCP Chief Operating Officer
DCP Chief Financial Officer
Service provider Chief Executive Officer
Service provider Chief Operating Officer
Service provider Chief Financial Officer
3.6 Manage
Performance management refers to the process of ensuring both parties to a contract meet their obligations as effectively as possible in order to achieve the agreed outcomes. DCP will implement a four levelled performance management approach to measure, monitor, assess risk and respond to the service provider’s performance.
This approach assumes most performance concerns and/or issues will be easily remedied using a standard contract management approach.
Performance levels will be triggered by:
1. Tier 1 targets & thresholds: Service provider’s performance against Tier 1
measurement thresholds
2. Contract Risk: Severity and/or recurrence of performance concerns, issues and risk
to achieving contract obligation as per the CPMF
3. Improvement Timeline: Failure to demonstrate improvement over time
The Performance management trigger matrix at table 4, provides an overview of the
relationship between performance triggers and performance management response.
Performance Level 1: standard performance
management
Performance Level 2 under
performance
Performance Level 3
non-performance
Performance Level 4
contract variation or terminiation
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Table 4: Performance management trigger matrix
Performance Management Level
Performance Level 1
Performance Level 2
Performance Level 3
Performance Level 4
PER
FOR
MA
NC
E TR
IGG
ERS
Tier 1 targets & thresholds
As per Performance Measurement Framework
As per Performance Measurement Framework
As per Performance Measurement Framework
Two consecutive quarters at Performance Level 3
Contract Risk Low Moderate High Extreme
Improvement Timeframe
18 weeks
12 weeks
A performance management response can also be triggered through performance
escalation. This occurs where performance level fails to improve over two consecutive
quarter review periods as summarised in table 5.
Table 5: Performance management escalation matrix
PER
OR
MA
NC
E TR
IGG
ER
Quarter
Review Period
1
Quarter Review
Period 2
Escalation
Response
Performance Level 2
Performance Level 2
Performance Level 3
Performance Level 3
Performance Level 3
Performance Level 4
3.6.1 Manage response overview
Performance Level 1: General performance management
Service provider performance is within performance level 1 threshold within the Performance Measurement Specification.
Performance concerns and/or issues are rated low risk.
Standard Contract performance management monitoring.
Performance Level 2: Under-Performance
Service provider performance is within performance level 2 threshold within the Performance Measurement Specification.
Severity or recurrence of performance concerns and/or issues with risk to achieving contract obligations rated moderate.
Performance Management Meetings scheduled every 6 weeks.
Formal Performance Improvement Plans developed by DCP Contract Manager and approved by Manager Service Contracts and Licensing and service provider Contract Manager or delegated authority as per the contract.
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Timeframe for improvement: 18 weeks.
Performance Level 3: Non-Performance
Service provider performance is within performance level 3 threshold within the Performance Measurement Specification, or
Service provider performance fails to improve from level 2 performance over two consecutive quarter review periods.
Severity or recurrence of performance concerns and/or issues with risk to achieving contract obligations rated high.
Service provider fails to provide evidence of effort to address performance concerns or issues over two consecutive quarter review periods.
Performance Management Meetings setup every 4 weeks.
Formal Performance Recovery Plans developed by DCP Manager Service Contracts and Licensing and approved by DCP Chief Financial Officer and service provider Chief Operating Officer or delegated authority as per the contract.
Timeframe for improvement: 12 weeks.
Performance Level 4: Sustained Non-Performance
Service provider performance fails to improve from Performance Level 3 over two consecutive quarter review periods.
Severity or recurrence of performance concerns and/or issues with risk to achieving contract obligation rated extreme.
Service provider fails to provide evidence of effort to address performance concerns or issues over two consecutive quarter review periods.
A breach of contract is declared by DCP Chief Financial Officer. Determination made whether contract variation or contract termination required. Formal advice provided to DCP Chief Executive and service provider Chief Executive Officer.
Contract variation or termination as per the Contract Management Framework.
3.6.2 Manage response – Performance level 1: General performance management
Criteria:
- Service provider is within performance level 1 threshold: Standard Quarterly Contract Management monitoring applies.
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3.6.2.1 Potential performance concerns and or issues will be discussed with the service
provider as soon as possible or in formal quarterly contract management meeting. It
is expected most issues arising during the general performance management
response will be easily remedied through agreed formal actions involving senior
management from both parties.
3.6.2.2 Registration and documentation of performance concerns; and or issues, will be
recorded using the Department’s Contract Management Licensing System (CMLS)
portal and will include:
Performance concern and/or issues
A plan for resolution, with clear agreed actions and set timeframes; and
Monitor of the plan at each quarterly contract management meeting through to successful completion.
3.6.2.3 Performance monitoring escalation:
Depending upon the severity and or recurrence of the performance concerns;
and or issues, or failure to implement remedial actions within agreed timeframe
by either party, a more formal approach may be necessary.
3.6.3 Manage response – Performance level 2: Under-performance
Criteria:
- Service provider is within performance level 2 threshold. - Severity or recurrence of performance concerns or issues with risk to achieving
contract obligations rated moderate. - Service provider fails to provide evidence of effort to address performance concerns
or issues.
3.6.3.1 When a Level 2 performance management response is triggered a performance notice
will be issued to the service provider.
3.6.3.2 When this occurs, Performance Management meetings will be established every 6
weeks.
3.6.3.3 Escalation in the performance level management response will trigger investigations
of performance concerns or issues.
3.6.3.4 A Performance Improvement Plan, with clear remedial treatments and tasks, set
timeframes and accountability for resolving the performance concerns must be
developed or revised.
3.6.3.5 Performance Improvement Plans must be developed in consultation with senior
management from both agencies. These plans will be approved and signed by the
Manager Service Contracts Licensing and nominated service provider Contract
Manager or delegated authority as per the contract.
3.6.3.6 Formal registration of the performance concerns and or issue and documented
Performance Improvement Plan will be recorded using DCP Contract Management
Licensing System; including:
Performance concern and/or issues
A plan for resolution, with clear agreed actions, accountability, set timeframes; and
Monitor of the plan via Level 2 Performance Management Meetings through to successful completion.
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3.6.3.7 Timeframe for improvement: 18 weeks.
3.6.3.8 Performance Level de-escalation:
De-escalation and return to Level 1 or standard Quarterly Contract
Management monitoring will occur when the service provider’s performance
has been restored to within agreed tolerance thresholds.
A performance notice will be will be issued to the service provider advising them
of their performance management status change and return to Level 1
performance management status.
3.6.3.9 Performance monitoring escalation:
Depending upon:
The severity and/or recurrence of the performance concerns or issues, or
Failure to implement remedial actions within agreed timeframe, or
At conclusion of two consecutive quarter review periods, no evidence of
improvement exists, escalation to Level 3 performance management will occur.
3.6.4 Manage response – Performance level 3: Non-performance
Criteria:
- Service provider is within performance level 3 threshold. - Severity or recurrence of performance concerns or issues with risk to achieving
contract obligations rated high.
- Service provider performance is within performance level 2 threshold over 2 consecutive quarters.
- Service provider fails to provide evidence of effort to address performance concerns or issues.
3.6.4.1 When a Level 3 performance management response is triggered a performance notice
will be issued to the service provider.
3.6.4.2 When this occurs, Performance Management meetings will be established every 4
weeks.
3.6.4.3 Escalation in the performance management response will trigger further
investigations of performance concerns or issues.
3.6.4.4 A Performance Recovery Plan with clear remedial treatments and tasks, set
timeframes and accountability for resolving the performance concerns must be
developed.
3.6.4.5 A Performance Recovery Plan must be developed in consultation with the Manager
Service Contracts and Licensing, DCP Chief Financial Officer, nominated service
provider Contract Manager or delegated authority as per contract.
3.6.4.6 This plan must be approved by DCP Chief Finance Officer and Service Provider
Chief Operating Officer or equivalent delegated authority.
3.6.4.7 Formal registration of the performance concerns and or issue and documented
Performance Recovery Plan will be recorded on the DCP Contract Management
Licensing System; including:
Performance concern and/or issues
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A plan for resolution, with clear agreed actions, accountability, set timeframes; and
Monitor of the plan via Level 3 Performance Management Meetings through to successful completion.
3.6.4.8 Timeframe for improvement: 12 weeks
3.6.4.9 Performance monitoring de-escalation:
De-escalation and return to Level 2 or Level 1 standard Quarterly Contract
Management monitoring will occur when the service provider’s performance
has been restored to within agreed tolerance thresholds.
A performance notice will be will be issued to the service provider advising them
of their performance management status change and return to Level 2 or Level
1 performance management status.
3.6.4.10 Performance monitoring escalation:
Depending upon:
The severity and/or recurrence of the performance concerns or issues, or
Failure to implement remedial actions within agreed timeframe, or
At conclusion of two consecutive quarter review periods, no evidence of
improvement exists, escalation to Level 4 performance management will occur.
3.6.5 Manage response – Performance level 4: Contract variation or termination
Criteria:
- Service provider performance is within performance level 3 threshold over two consecutive quarters.
- Severity or recurrence of performance concerns or issues with risk to achieving contract obligations rated extreme.
- Service provider fails to provide evidence of effort to address performance concerns or issues.
3.6.5.1 When a Stage 4 performance management response is triggered a breach of
contract will be declared by the DCP Chief Financial Officer and a Significant Issue
Notice briefing forwarded to the DCP Chief Executive.
3.6.5.2 Following DCP Chief Executive approval a Breach Notice will be issued to the
service provider formally declaring:
That the provider is in breach of contractual obligations; and
Type of breach; and
DCP Intent to undertake a contract variation or contract termination should the breach not be addressed within agreed timeframes.
3.6.5.3 A breach of contract may be declared at any time during the life of the contract.
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4. Roles and responsibilities
DCP and service providers have a shared accountability and responsibility to meet contract obligations as effectively as possible in order to achieve the agreed outcomes. The following provides a high level view of key roles and responsibilities related to implementation of the CPMF.
Role Responsible and accountable for:
DCP Chief Executive (CE)
- The quality of care and services delivered to children and young people - Ensuring DCP complies with the South Australian Funding Policy for the
Not for Profit Sector and the South Australian Not-for-Profit Funding Rules and Guidelines (SANFRAG)
- Approving contract termination requests by the DCP Chief Financial Officer, when evidence is provided that the service provider has breached contract conditions and DCP is at extreme risk
DCP Chief Financial Officer (CFO)
- Reporting on the provision of services delivered by contracted service providers, to the DCP Chief Executive
- Participating in performance level 2 contract performance meetings (as required)
- Chair performance level 3 contract performance meetings - Oversee the development of performance recovery plans - Approve all performance recovery plans - Administering breach notices to service providers - Brief the DCP Chief Executive via a significant issue notice when a service
provider breaches its contractual obligations and request approval for contract variation or contract termination
- Administering contract variation and contract termination (breach) of contract
DCP Manager Service Contracts and Licensing
- Reporting on the provision of services delivered by contracted service providers, to the DCP Chief Financial Officer. Achieved through the effective management of contract management systems and responses implemented by DCP. Including execution and ongoing development of the organisation’s Contract Performance Management Framework, associated tools, systems, procedures and guidelines
- Approve performance notifications to service providers - Chair performance level 1 and 2 contract performance meetings - Participate in performance level 3 contract performance meetings - Oversee the development of performance improvement plans - Approve performance improvement plans - Support the development of performance recovery plans - Submit breach of contract requests to DCP Chief Financial Officer - Coordinate significant issue notices to DCP Chief Executive on behalf of
the DCP Chief Financial Officer - Manage service breach notifications to service providers
DCP Contract Manager
- Monitoring and reporting on the provision of services delivered by contracted service providers, to the DCP Chief Financial Officer via the Manager Service Contracts and Licensing
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Role Responsible and accountable for:
- Coordinating and participating in all contract performance meetings - Work with service providers to remediate performance concerns or
issues - Coordinate the development and registration of performance
improvement and performance recovery plans on the Contract Management and Licensing System (CMLS)
- Coordinate breach notification to service providers
Service providers
- Participate in the delivery of all DCP Contract Performance Management Framework elements as per contract conditions
5. Compliance, monitoring and evaluation
The Manager Service Contracts and Licensing is responsible for the oversight and review of the Contract Performance Management Framework
Amendments and reviews should occur when there are changes in legislation, policy, practice or frameworks
Contract Performance Management Framework effectiveness is to be reported by the Chief Financial Officer to the Senior Executive Group (SEG) when required
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6. Definitions and abbreviations
Term Meaning
Abatement The process of reducing funding in the event of underperformance.
Breach notice
Official DCP correspondence to service provider’s Chief Executive Officer, advising breach of contractual obligations; and/or failure to take action to remedy the breach as directed. DCP intent to undertake a contract variation or contract termination
CMLS Contract Management and Licensing System – DCP owned system used for management of all contracts with service providers
Concern / risk
A potential problem or matter that may impact on client wellbeing and safety or delivery of contract obligations as assessed by DCP’s Risk Management Framework
Contract A legally binding agreement between two or more parties
DCP Department for Child Protection
Daily Average Occupancy (DAO)
Percentage (%) of Placement nights actually provided to DCP family based care clients divided by the placement target (represented in placement nights x placement target) over the reporting period. Calculation used to determine placement utilisation.
= Total delivered placement nights in reporting period (divided by) Number of placement target nights within the reporting period
De-escalation The movement from a higher performance level to a lower performance level
Escalation The movement from a lower performance level to a higher performance level
Issue An issue that relates to a matter which has impacted or will impact on client wellbeing and safety or delivery of contract objectives
Outcome Utilised to clarify goals, document contribution toward achievement of those goals and document benefits of the service to clients
Outputs Selected performance levels chosen to reflect aspects of the contract that the service provider must perform
Performance improvement plan
Performance level 2 management response. A documented plan with clear remedial treatments and tasks, set timeframes and accountability for resolving the performance concerns leading to assessment at performance level 2
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Term Meaning
Performance level
Response level to performance achieved against agreed performance measures and includes a structured monitoring, reporting and improvement process
Performance management
Performance management refers to the process of ensuring both parties to a contract meet their obligations as effectively as possible in order to achieve agreed outcomes
Performance measure
Quantitative or qualitative measurements that help determine the extent to which agreed contractual outcomes, outputs, quality of service and compliance with legislative requirements have been achieved
Performance notice
Official DCP correspondence to service provider of performance level assessment and commencement of formal contract performance management meetings
Performance recovery plan
Performance level 3 management response. A documented plan with clear remedial treatments and tasks, set timeframes and accountability for resolving the performance concerns leading to assessment at performance level 3
Performance target
Agreed level of performance to meet the Department for Child Protection’s performance expectations as set out in the contract
Performance threshold
Defined upper and lower limits of desired performance around a target value
Placement utilisation
Total placement nights actually provided to DCP Clients, as a proportion of total nights available in the reporting period.
Purchaser The Department for Child Protection is the purchaser of services
Qualitative measures
Performance measurement objective that has a ‘descriptive’ characteristic. For example: Measuring customer satisfaction through surveys where the measures are based on subjective interpretation of opinion
Quantitative measures
Performance measurement objective or goal with a measurable characteristic usually representative of a numeric value
Quarter review period
Performance assessment period, quarterly performance assessment in line with contract management quarterly review response (July-September; October – December; January – March; April – June)
Service provider
Organisations funded by the Department for Child Protection through a service contract. Can be referred to as a supplier of services
Significant issue notice
Official DCP correspondence (brief) to the DCP Chief Executive from DCP Chief Financial Officer advising service provider is in breach of contractual obligations; and/or has failed to take action to remedy the breach as directed. Request of approval for contract variation or contract termination
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Term Meaning
Standards Range of service standards and requirement of compliance to government policies and legislation which have been set through the contract
7. Related documents
Related forms and templates
Abatement guidelines How funding arrangements will be managed when under performance occurs.
Described within the Performance Measurement specification.
Contract Management Framework
Framework that describes the required responsibilities associated with the 3 phases of the contract management lifecycle.
Hyperlink to the Service Provider Webpage
Contract Management and Licensing System (CMLS) portal user guide
User guide to provide instruction to Service Providers in the use of the CMLS online portal.
Goods and Services Agreement
Legal contract document between DCP and service provider where payment is on invoice.
Government of South Australia, Adequate Records Management Standard
The standard binding for administrative units of the public service and agencies or instrumentalities of the crown in managing records.
Hyperlink to State Records of South Australia
Growth payment principles
How funding arrangements, such as standardised unit pricing, will be managed for family based services when over achievement of placement utilisation occurs.
Described within the Performance Measurement Specification.
Not-for-Profit Agreement
Legal contract document between DCP and service provider where payment is up-front to Not-for-Profit organisations.
Performance measurement framework and specifications
The business rules for the collection, collation, interpretation and reporting of performance measures.
Placement utilisation policy
Outlines DCP’s position in relation to funding, targets, monitoring and review of performance for occupancy of placements.
Described within the Performance Measurement Specification.
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Procurement Governance Policy
Defines the processes, authorities and accountabilities that underpin the CPMF in the measurement, evaluation, monitoring and management of contract performance to ensure achievement of State Procurement Act 2004 requirements of public authorities.
Risk Management Framework
Defines DCP’s risk management principles, methodology and responsibilities that underpin the performance measurement thresholds, performance levels and required treatments.
Document control
Publication date
Replaces Not applicable
Framework document owner
Manager Service Contracts and Licensing
SEG member responsible (position)
Chief Financial Officer
Applies to All non-government service providers that deliver Out of Home Care
services on behalf of DCP, as agreed through a formal procurement
contracting process.
Approved by Senior Executive Group
Approval date 13 March 2019
Commencement date 1 July 2019
REVISION RECORD
Date Version Revision description