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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