The British Broadcasting Corporation
and
Revenues Management Services Limited
Contract for the Administration of TV Licensing Cash Schemes
CONTENTS
CLAUSES
No. Heading
Page
1
Interpretation ................................................................................................................................... 4
2
Authorisation to provide Services................................................................................................. 5
3
Term of Contract and Break Option .............................................................................................. 6
4
Transition......................................................................................................................................... 6
5
Services ........................................................................................................................................... 6
6
Service Charges .............................................................................................................................. 9
7
Contract Governance...................................................................................................................... 9
8
Change Control ............................................................................................................................... 9
9
Key Personnel ............................................................................................................................... 10
10
Management Information and Audit Requirements................................................................... 11
11
Security and Disaster Recovery .................................................................................................. 13
12
Systems and Documentation....................................................................................................... 14
13
Warranties...................................................................................................................................... 17
14
Indemnities .................................................................................................................................... 19
15
Limitation of Liability .................................................................................................................... 19
16
Insurance ....................................................................................................................................... 21
17
Intellectual Property Rights ......................................................................................................... 21
18
Termination.................................................................................................................................... 24
19
Exit Plan and Consequences of Termination ............................................................................. 26
20
[s.43(2)] xxxxxx ............................................................................................................................. 27
21
Data Protection and Freedom of Information............................................................................. 29
22
Confidentiality ............................................................................................................................... 31
23
Employees ..................................................................................................................................... 32
24
Force Majeure................................................................................................................................ 32
25
Dispute Resolution ....................................................................................................................... 33
26
Use of Subcontractors.................................................................................................................. 34
27
Third Party Rights ......................................................................................................................... 35
28
General........................................................................................................................................... 35
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SCHEDULES
No. Heading
Schedule 1
Definitions
Schedule 2
Services
Schedule 3
Governance
Schedule 4
Service Level Agreement
Schedule 5
Service Charges
Schedule 6
Change Control
Schedule 7
Transition
Schedule 8
Accounting Responsibilities
Schedule 9
Security Requirements and Disaster Recovery
Schedule 10
Exit
Schedule 11
BBC Policies
Schedule 12
Standards and Regulations
Schedule 13
Trade Mark Licence
Schedule 14
Service Provider Documentation
Schedule 15
Guarantee
Schedule 16
Subcontractors
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THIS CONTRACT is dated the day of February 2008
BETWEEN:
(1)
THE BRITISH BROADCASTING CORPORATION whose principal place of business is at
Broadcasting House, Portland Place, London W1A 1AA, U.K. (the “
BBC”); and
(2)
REVENUES MANAGEMENT SERVICES LIMITED (company number 02404237) whose
registered office is at 33/34 Winckley Square, Preston, Lancashire PR1 3EL (the “
Service
Provider”).
BACKGROUND:
(A)
The BBC’s principal form of income is the Licence Fee.
(B)
Her Majesty’s Government is responsible for enacting legislation in respect of the Licence
Fee and that responsibility is currently exercised through the DCMS.
(C)
Under Section 180 of the Broadcasting Act 1990, the status of Licensing Authority was
transferred from the Home Office to the BBC.
(D)
The Charter and Agreement place upon the BBC Trust an obligation to exercise rigorous
stewardship of public money.
(E) On
22nd May 2007 the BBC advertised in the Official Journal of the European Union
(reference number 2007/S 96-118352) for a service provider to provide the Services.
(F) On
17th July 2007 the BBC issued an invitation to tender and invited a shortlist of potential
service providers to issue tenders in respect of the provision of the Services and on 7th
September 2007 the Service Provider submitted a tender for the same.
(G)
The Service Provider and the BBC wish to enter into this Contract in order to govern in
more detail the provision of Services by the Service Provider to the BBC.
OPERATIVE PROVISIONS:
1 Interpretation
1.1
Unless the contrary intention appears, all capitalised terms in this Contract will have those
meanings set out in Schedule 1 (
Definitions).
1.2
In this Contract, unless the context indicates a contrary intention:
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(a)
words suggesting the singular include the plural and vice versa;
(b)
references to a person include a partnership, trust, company, any form of
governmental or supra governmental body, agency or authority, corporation and
unincorporated or incorporated association or statutory authority;
(c)
headings used are for ease of reference only and should not affect the
interpretation of this Contract;
(d)
references to any agreement or instrument are to that agreement or instrument as
amended, novated, supplemented, varied or replaced from time to time;
(e)
use of the words ‘includes’, ‘including’, 'in particular' or any similar expression will
be construed as illustrative and will not limit the sense of the words preceding
those terms;
(f)
a reference to any body is:
(i)
(if that body is replaced by another organisation), deemed to refer to that
organisation; and
(ii)
(if that body ceases to exist), deemed to refer to the organisation which
most nearly or substantially serves the same purposes or objects as that
body;
(g)
references to statutes will be to:
(i)
such statutes as may be amended, replaced or supplemented;
(ii)
any regulations made under such statutes; and
(iii)
statutes made in the United Kingdom; and
(h)
the Schedules and Annexes will form part of, and be construed in accordance with,
this Contract.
2
Authorisation to provide Services
2.1
Subject to Clause 2.2 below, the BBC hereby authorises and appoints the Service Provider
to exercise and perform on the BBC’s behalf (save to any extent prohibited by Law) such
acts relating to the administration of the Cash Schemes as are necessary for the
performance of the Services.
2.2
The BBC may at any time itself take such steps as it deems necessary in order to ensure
that the BBC’s powers as the Licensing Authority are discharged and that the Cash
Schemes are administered properly and in accordance with all relevant Laws. Any such
steps which will result in a potential change to this Contract will be subject to the Change
Control Procedure.
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3
Term of Contract and Break Option
3.1
All the provisions of this Contract, save for this Clause 3.1, are conditional on the Service
Provider procuring that a properly executed Guarantee is entered into and delivered to the
BBC in the form set out in Schedule 15 (
Guarantee). The Service Provider will ensure that
such condition is satisfied by 5p.m. on 29th February 2008, and will notify the BBC, and
deliver up to the BBC the relevant documentation, by such date. If such condition is not
satisfied by such time, this will constitute a material breach of this Contract entitling the
BBC to terminate this Contract with immediate effect in accordance with the terms of
Clause 18.1(a) (
Termination).
3.2
Subject to Clause 3.1 above, Clauses 3.3 and 3.4 below and Clause 18 (
Termination),
this Contract will come into effect on the Effective Date and continue in force until the fifth
(5th) anniversary of the Service Start Date when it will automatically expire (the "
Initial
Term").
3.3
The BBC will be entitled to extend this Contract beyond the Initial Term on the same terms
and conditions (except for this Clause 3.3) for up to five (5) further periods of up to twelve
(12) months on each occasion as required by the BBC, provided that such periods will not
extend beyond the tenth (10th) anniversary of the Service Start Date. In the event that the
BBC wishes to exercise its rights as set out in this Clause 3.3, it will give written notice to
the Service Provider of its intention to do so. Such notice will be given at least three (3)
months prior to the date on which this Contract is due to expire.
3.4
The BBC will be entitled to terminate this Contract in whole or in part for convenience, such
termination to take effect on 30th June 2012 by giving the Service Provider written notice of
its intention to do so no later than 1st October 2011. In the event that the BBC exercises its
option under this Clause 3.4, it will pay to the Service Provider the appropriate Termination
Charges as set out in and in accordance with Schedule 5 (
Service Charges).
4 Transition
4.1
The Service Provider will ensure the Smooth Transition of the Services in accordance with
the Transition Plan, by the Service Start Date and without disruption to the BBC or BBC
Contractors or any degradation to the Services.
4.2
The Service Provider will comply with Schedule 7 (
Transition) including the obligation to
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.
5 Services
5.1
General
The Service Provider will provide the Services to the BBC from the Service Start Date in
accordance with the Transition Plan, Schedule 2 (
Services), Schedule 4 (
Service Level
Agreement), the Accounting Responsibilities and all other provisions of this Contract.
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5.2
Key Principles
The Service Provider will perform the Services:
(a)
using the highest standards of propriety, honesty and security in handling monies
which belong to or are held by the BBC and bearing in mind at all times that the
BBC is the guardian of public monies;
(b)
using the highest standards of propriety, honesty and security in handling data
which belong to or are held by the BBC;
(c)
in accordance with Schedule 12 (
Standards and Regulations);
(d)
on an Open Book Basis so that the BBC is afforded transparency in relation to both
how the Services are performed and how the Service Charges (including the
Service Provider’s profit in relation to this contract) are calculated;
(e)
so as to maximise value for money and cost efficiencies to the BBC and the choice
by the Service Provider of how the Services are provided should reflect this need;
(f)
so as to ensure that service delivery under the Contract is sufficiently flexible to
accommodate change in the BBC requirements over the Term and the choice by
the Service Provider of how the Services are provided should reflect this need;
(g)
so as to ensure that there is continuous improvement in the Services throughout
the Term;
(h)
so as to enable the BBC to continue to meet its obligations as Licensing Authority;
and
(i)
so as to enable the BBC to continue to meet its commitments under the Charter
and Agreement
and the choice by the Service Provider of how the Services are
provided should reflect this need,
together the “
Key Principles”.
5.3
Service Levels and Service Credits
The Service Provider will pay Service Credits in accordance with Schedule 4 (
Service
Level Agreement) where it fails to meet the Service Levels.
5.4
Compliance with BBC Policies and Law
(a)
The Service Provider will provide the Services in accordance with:
(i)
the BBC Policies;
(ii)
all applicable Laws; and
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(iii)
the powers of the BBC as Licensing Authority.
(b)
The Service Provider will abide by the decision of the Head of Revenue
Management (on behalf of the BBC) or such other person as the BBC may appoint
in any discussion or dispute between the BBC and the Service Provider in respect
of the interpretation of:
(i)
the BBC Policies;
(ii)
the Communications Act 2003 and any other regulation issued by Her
Majesty's Government in connection with the Licence;
(iii)
the Charter and Agreement; and
(iv)
the powers of the BBC as Licensing Authority.
(c)
Subject to Clause 5.4(d) below, the Service Provider will keep itself appraised of
any forthcoming Law which may affect the Services in order that it can take such
necessary action in accordance with the instructions or the approval of the BBC to
ensure that it is able to adapt and continue the provision of the Services without
interruption or diminution.
(d)
The BBC will keep the Service Provider appraised of any forthcoming Law which is
particular to the collection of the Licence Fee which may affect the Services in
order that the Service Provider can take such necessary action in accordance with
the instructions or the approval of the BBC to ensure that it is able to adapt and
continue the provision of the Services without interruption or diminution.
(e)
Where the BBC requires modification to the Services as a result of amending the
BBC Policies or making a decision as contemplated under Clause 5.4(b) above or
other Law which applies or relates to the Licence or the provision of the Services,
the BBC will fund any increased or additional Services Charges (if any) to the
extent that:
(i)
such costs are not offset by either:
(a) other payments or increased payments to the Service Provider by
the BBC under this Contract as a consequence of the
modification; or
(b) offset by cost reductions that the Service Provider benefits from
resulting from the modification;
(ii)
such costs are necessary and directly attributable to such modifications
and would not otherwise have been incurred;
(iii)
such costs have been approved in advance by the BBC; and
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(iv)
the Service Provider has provided the BBC with such full and accurate
information concerning any increase as to allow the BBC to assess
whether the costs are necessary and directly attributable to the BBC’s
requirements.
5.5
Co-operation Agreements
If required by the BBC, the Service Provider will enter into co-operation agreements with
such BBC Contractors as the BBC specifies from time to time including, without limitation,
the TVL Administrator and the Network Operator (each a “
Co-operation Agreement”).
Co-operation Agreements
will govern the working relationship between the Service
Provider and the relevant BBC Contractors to ensure that the Services provided by the
Service Provider and the relevant BBC Contractors under their respective agreements with
the BBC interface together fully. The BBC must approve any Co-operation Agreement prior
to its execution by the Service Provider and may elect to be a party to such a Co-operation
Agreement.
5.6
Conflict of Interest
(a)
In providing the Services, the Service Provider will not do anything, or knowingly or
negligently permit a situation to arise, whereby a conflict of interest may be created
between the interests of the BBC and the Service Provider.
(b)
The Service Provider will not accept bribes or other improper financial inducements
from any Subcontractor or other third party in relation to the Services.
6 Service
Charges
6.1
The Service Charges will be payable by the BBC to the Service Provider in accordance
with Schedule 5 (
Service Charges).
6.2
The Service Charges are the only amounts payable by the BBC under this Contract.
7 Contract
Governance
The parties will each comply with their obligations as set out in Schedule 3 (
Governance).
8 Change
Control
8.1
Either party may request Changes in accordance with, and in respect of all Changes will
comply with, Schedule 6 (
Change Control).
8.2
The Service Provider will not be entitled to unreasonably refuse to agree a Change Control
Notice submitted by the BBC. It will only be considered reasonable for the Service
Provider to refuse a Change Control Notice on the grounds that the Change in question
would result in:
(a)
legitimate health and safety concerns for the Service Provider;
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(b)
the Service Provider and/or the BBC being in breach of any relevant Law or
infringing a third party's rights; and/or
(c)
the Service Provider having to seek regulatory consents which the Service
Provider can demonstrate to be unobtainable.
8.3
The Service Provider will implement any Change agreed between the parties in
accordance with the relevant Change Control Notice, with Schedule 6 (
Change Control)
and with the other provisions of this Contract.
9 Key
Personnel
9.1
The Service Provider will procure the services of the Key Personnel for the provision of the
Services.
9.2
Without prejudice to the remainder of this Clause 9, no later than one (1) month after the
date of this Agreement, the Service Provider will commence a recruitment process for the
appointment of an Account Director, being a new director to the Service Provider’s board of
directors with direct responsibility for this Contract and will ensure such appointment is
made no later than four (4) months after that date of this Agreement. The BBC will be fully
involved in such recruitment process once a shortlist of potential candidates has been
identified and will have the right to interview and approve or reject any such candidate.
9.3
The Service Provider may only change the Key Personnel:
(a)
with the BBC’s prior written consent; or
(b)
in circumstances where any Key Personnel resign or are on sick leave, maternity,
paternity or parental leave (in such cases, where such leave exceeds fifteen (15)
Working Days) or are dismissed for material breach of their employment contract;
or
(c)
where such Key Personnel have successfully completed the tasks assigned to
them under this Contract.
9.4
The BBC may require the Service Provider to change any of the Key Personnel where:
(a)
the BBC considers such person not to be acting diligently in relation to the tasks
assigned to them;
(b)
the BBC considers such person not to be acting in accordance with this Contract or
in the best interests of the BBC;
(c)
such person contravenes the provisions of the BBC's standard terms and
conditions for its employees or would be subject to disciplinary measures were
they a BBC employee; and/or
(d)
where the BBC suspects such person of fraudulent activity or other impropriety.
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9.5
The BBC will have the right to interview and approve or reject any new Key Personnel
proposed by the Service Provider during the Term.
9.6
If any Key Personnel propose being absent on leave for a period of fifteen (15) Working
Days or more, the Service Provider will inform the BBC and, if the BBC so requires, the
Service Provider will furnish suitable appropriately qualified replacement Key Personnel
during those absences.
10
Management Information and Audit Requirements
10.1
Management Information
The Service Provider will monitor its performance of the Services in accordance with the
Contract and provide the BBC with the following:
(a)
within fourteen (14) days of a request by the BBC, the Open Book Accounts and/or
such other complete and accurate internal reports as are available in relation to
performance of the Services and/or the way in which the Service Charges are
calculated (including in relation to any Service Charges attributable to any element
of the Services provided by Subcontractors); and
(b)
on a Quarterly basis within seven (7) days of the end of the Quarter in question, an
accurate summary of the information referred to in Clause 10.1(a) above in a
format to be agreed between the Service Provider and the BBC,
(together the "
Management Reports") and where such Management Reports are found to
be inaccurate they will be deemed fraudulent unless the Service Provider can demonstrate
to the BBC's reasonable satisfaction that there was no fraud involved.
10.2
Duty to Retain Records
The Service Provider will keep secure and maintain until at least six (6) years after expiry
or termination of this Contract (or such later date as is required from time to time under
applicable Laws) the Management Reports together with separate, complete and accurate
books of account and documentation relating to:
(a)
all BBC Data that is or has been held by the Service Provider;
(b)
the provision of the Services and compliance by the Service Provider with this
Contract; and
(c)
the payments made by the BBC pursuant to this Contract,
(together, the "
Records").
10.3
Audit Rights
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The BBC and/or the BBC Audit Representatives will have the right from time to time on
reasonable notice (being not less that five (5) Working Days) to perform a full and detailed
audit and inspection (each, an "
Audit") and/or to request copies of the Records, systems,
hardware, processes, controls and facilities (in each case to the extent they are relevant to
the provision of the Services under this Contract), in order to verify:
(a)
that the performance of the Services complies with this Contract;
(b)
compliance with Clause 11 (
Security and Disaster Recovery);
(c)
compliance with Clause 21 (
Data Protection and Freedom of Information);
(d)
the amounts charged and/or proposed to be charged to the BBC under this
Contract (including in relation to any element of the Services provided by
Subcontractors) and any data used to justify such amounts;
(e)
the Service Provider's measurement of any Service Levels and/or calculations of
any Service Credits; and/or
(f)
such other matters as the BBC Audit Representatives may reasonably require to
be verified.
10.4
Suspected Fraudulent Activity
Notwithstanding Clause 10.3 above, in the event that the BBC and/or the BBC Audit
Representatives reasonably suspect any fraudulent activity or other impropriety by any
person, the BBC and/or the BBC Audit Representatives (as applicable) will be entitled to
immediate and unrestricted access to the Service Provider's Records, systems, hardware,
processes, controls and facilities (to the extent they are relevant to the provision of
Services under this Contract) to investigate such activity or impropriety (a "
Fraud
Investigation"). If requested by the BBC and/or the BBC Audit Representatives (as
applicable), the Service Provider will carry out an investigation of the suspected fraudulent
activity or other impropriety and report the results of the investigation to the BBC and/or the
BBC Audit Representatives within three (3) Working Days of a request by the BBC to do
so.
10.5
Service Provider Co-operation
The Service Provider will, at no additional cost to the BBC, provide all reasonable access
and assistance in order to enable the BBC and/or the BBC Audit Representatives (as
applicable) to exercise the rights under this Clause 10.
10.6
Action on Audit Findings
(a)
If any Audit or Fraud Investigation reveals:
(i)
any error or incorrect calculation of the Service Charges, Service Credits
or other sums payable under this Contract, an appropriate correcting
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payment or credit will be made and any monies due to the BBC or the
Service Provider (as appropriate) reimbursed as soon as reasonably
practicable thereafter and in addition, where there has been an
overpayment by the BBC, the Service Provider will reimburse the BBC for
the BBC's (and/or, as applicable, the BBC Audit Representatives') costs of
conducting the Audit or Fraud Investigation and producing any audit report
(including professional fees and expenses); or
(ii)
any error or incorrect handling of BBC Data under this Contract,
the Service Provider will comply with the BBC’s instructions in relation to correcting
the matter.
(b)
If any Audit or Fraud Investigation reveals any non-compliance by the Service
Provider with the provisions of this Contract, the Service Provider will correct that
non-compliance as soon as reasonably practicable and at no additional cost to the
BBC and report to the BBC on the process of taking the correcting action.
(c)
If there is a dispute in relation to any Audit findings or report, then the parties will
resolve such dispute in accordance with the Dispute Resolution Procedure.
11
Security and Disaster Recovery
11.1
Security
(a)
Whilst on BBC Premises, all Personnel will comply with the BBC’s security
measures from time to time in respect of those premises.
(b)
The Service Provider will:
(i)
without prejudice to the remainder of this Clause 11.1(b), comply with the
terms of the Security Plan;
(ii)
comply with the BBC's security requirements relating to BBC Data as
notified to the Service Provider from time to time; and
(iii)
ensure that the BBC Data is securely held both electronically (by
implementing appropriate firewalls or other methods) and physically (by
implementing such physical controls as are appropriate) so as to prevent
the data from being accessed by a third party.
11.2
Breach of Security
Following any breach by the Service Provider of its obligations under Clause 11.1 above or
any breach or attempted breach of security of BBC Property (including BBC Data), the
Service Provider will promptly notify the BBC and will immediately investigate and report on
the cause of the breach, including planned corrective action and/or counter-measures to
ensure the breach does not re-occur. The Service Provider will co-operate with any
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investigation relating to security which is carried out by the BBC or by any person who is
contracted by the BBC in relation to security matters and, when required by the BBC, will:
(a)
make any Personnel available to be interviewed by the BBC, or by a person who is
contracted by the BBC in relation to security matters, for the purposes of the
investigation (provided such Personnel will have the right to be accompanied by a
representative of the Service Provider and to be advised or represented by any
other person whose attendance at the interview is acceptable to the BBC); and
(b)
provide all Records of any kind which may reasonably be required by the BBC or
by a person who is contracted by the BBC in relation to security matters, for the
purposes of the investigation.
11.3
Loss or Corruption of Data
(a)
If any BBC Data is lost or corrupted, the BBC will have the option to:
(i)
require the Service Provider to reconstitute or procure the reconstitution of
the BBC Data;
(ii)
itself re-constitute the BBC Data (or procure the re-constitution of the BBC
Data by a third party); and/or
(iii)
visit the physical sites at which the BBC Data is held.
(b)
The Service Provider will be liable for the costs of re-constituting the BBC Data
where the loss and/or corruption is not due to any act or default of the BBC or the
BBC Contractors.
11.4
Remedies for Breach of Security Obligations
The Service Provider acknowledges that, in the event it breaches (or attempts or threatens
to breach) its obligations as required by Clauses 11.1 to 11.3 above (inclusive), the BBC
may be irreparably harmed (including harm to its reputation) and that damages may not
therefore be an adequate remedy and the Service Provider will not oppose the entry of an
appropriate order compelling performance by the Service Provider and restraining it from
further breaches (or attempted or threatened breaches). Such injunctive relief will be in
addition to the BBC's other remedies under this Contract or at Law.
11.5
Disaster Recovery
The Service Provider will comply with the terms of the Disaster Recovery Plan.
12
Systems and Documentation
12.1
Service Architecture
The Service Provider will:
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(a)
provide the existing and current Service Architecture Design Document to the BBC
no later than 31st March 2008 and agree any revision to such document in order to
submit a final version to the BBC no later than 31st June 2008, both in accordance
with the Transition Plan;
(b)
once approved by the BBC, update the Service Architecture Design Document and
deliver such updated version to the BBC (in such form as the BBC may request) on
the final Working Day of each March, June, September and December during the
Term to take account of Changes or other variations to the way in which the
Services are provided which have been implemented in the previous three (3)
months;
(c)
not use or permit the use of the Service Architecture where such use materially
impacts on the functionality of the BBC System;
(d)
ensure that all hardware (including but not limited to servers and desktop PCs)
comprised within the Service Architecture is maintained and replaced as
appropriate and ensure that in the case of software comprised within the Service
Architecture, appropriate maintenance agreements are in place to ensure that all
such software remains fully supported throughout the Term;
(e)
ensure that there are continual updates to the Service Architecture to maintain the
viability and compatibility of the Service Architecture with other revenue
management, telecommunications, information technology and business
processing systems used by the BBC;
(f)
no later than nine (9) months after the Service Start Date undertake a technology
review and agree a plan with the BBC no later than 31st December 2008 with a
view to commencing in 2009 and concluding in 2011; and
(g)
obtain the prior written consent of the BBC prior to making any material
modifications to the Service Architecture, except where no Service Charges are
payable in respect of such modification and such modification does not materially
affect the BBC System.
12.2
BBC System
The Service Provider will:
(a)
develop and implement the BBC System in accordance with the Transition Plan;
(b)
ensure that once implemented, the BBC System will remain discrete from the
remainder of the Service Provider’s business and systems throughout the Term;
(c)
not use or permit the use of the BBC System for any purpose other than as set out
in this Contract;
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(d)
obtain the consent of the BBC prior to making any modification to the BBC System,
except where no Service Charges are payable in respect of such modification and
such modification does not materially affect the BBC System;
(e)
keep the Source Code of all BBC Software and all documentation relating to the
operation and use of the BBC Software current throughout the Term and will, upon
receipt of a written request by the BBC, place all such Source Code in escrow with
the NCC on such of the standard terms of the NCC as are specified by the BBC or
as otherwise required by the BBC;
(f)
ensure that all hardware (including but not limited to servers) comprised within the
BBC System is maintained and replaced as appropriate;
(g)
ensure that appropriate maintenance agreements are in place to ensure that all
elements of the BBC Software remain fully supported throughout the Term; and
(h)
within two (2) weeks of execution of any equipment lease or maintenance
agreement in respect of the BBC System, grant to the BBC an assignment of any
such agreements which are relevant to the provision of the Services including the
maintenance of the BBC System, together with any licence and maintenance
agreements relating to the BBC Software and the BBC Modifications, any such
assignment to include provision that the assignment of the relevant lease or
agreement will come into effect upon termination or expiry of this Contract if so
required by the BBC by the service of written notice by the BBC on the Service
Provider prior to the termination or expiry of this Contract.
12.3
BBC Data
The Service Provider will:
(a)
not use the BBC Data for any purpose other than the provision of the Services;
(b)
not delete or remove any copyright, trade mark or other proprietary notices
contained in or relating to any BBC Data;
(c)
take adequate precautions (in accordance with all other terms of this Contract) to
preserve the integrity of, and prevent any corruption or loss of, the BBC Data; and
(d)
ensure the BBC Data is kept securely in accordance with the terms of Clause 11
(
Security and Disaster Recovery) above.
12.4
Service Provider Documentation
The Service Provider will:
(a)
develop the Service Provider Documentation in accordance with the terms of
Schedule 14 (
Service Provider Documentation) and provide such Service
16 of 39
Provider Documentation to the BBC for approval no later than four (4) weeks after
the Service Start Date; and
(b)
once approved by the BBC, update the Service Provider Documentation and
deliver such updated version to the BBC (in such form as the BBC may request) on
the final Working Day of each March, June, September and December during the
Term to take account of Changes or other variations to the way in which the
Services are provided which have been implemented in the previous three (3)
months.
12.5
Customer Facing Documentation
(a)
The Service Provider will use such Customer Facing Documentation as is provided
by the BBC in the provision of the Services, in accordance with the instructions of
the BBC; and
(b) The
Service
Provider
will develop such Customer Facing Documentation as is
required by the BBC and will not issue any such Customer Facing Documentation
to Customers until the BBC has consented to such use in writing in accordance
with the approval process agreed between the parties.
12.6
Telephone Numbers
The Service Provider will use the Telephone Numbers in the provision of the Services, in
accordance with the terms of Schedule 2 (
Services).
13 Warranties
13.1
The BBC warrants and undertakes:
(a)
that it has full capacity and authority and all necessary licences, permits and
consents to enter into and perform this Contract; and
(b)
that this Contract is executed by a duly authorised representative of the BBC.
13.2
The Service Provider warrants and undertakes:
(a)
that it has full capacity and authority and has and will maintain in force all
necessary licences, permits and consents to enter into and perform this Contract;
(b)
that this Contract is executed by a duly authorised representative of the Service
Provider;
(c)
to deliver the Services and any Deliverables in an expeditious, competent and
professional manner using appropriately skilled, experienced and qualified
Personnel with all due care, skill and diligence;
17 of 39
(d)
to deliver the Services and any Deliverables to the standards of a first class
provider of such services in accordance with Good Industry Practice;
(e)
to provide the Services and any Deliverables in accordance with the Key
Principles, this Contract and all applicable Laws (including without limitation all
relevant employment and company Laws, the Freedom of Information Act 2000,
the Data Protection Act 1998 and the Human Rights Act 1998);
(f)
not to unlawfully discriminate on the basis of a person’s race, religion, disability,
sexual orientation or sex as set out in the applicable Law relating to discrimination
in the provision of services to the public and to take all reasonable steps to ensure
the observance of this obligation by all Personnel and Subcontractors;
(g)
that the provision of the Services will not interfere with or disrupt the business and
operations of the BBC or any BBC Contractors;
(h)
that it will co-operate with the BBC Contractors and if required by the BBC will
enter into Co-operation Agreements as referred to at Clause 5.5 (
Services);
(i)
that it will exercise proper controls so as to prevent fraud, the loss, unauthorised
disclosure, corruption or theft of BBC Data and illegal activity by the Personnel;
(j)
that it is not, as at the Effective Date, subject to any litigation or threat of litigation
which could impact on its ability to provide the Services or any Deliverables or
impact on the reputation of the BBC and that it will immediately notify the BBC if,
after the Effective Date, it becomes subject to any such litigation or threat of
litigation;
(k)
that the provision of the Services and any Deliverables and the BBC’s receipt and
use of the same will not infringe any Third Party IPR and will not be dependent
upon the payment of any royalty or other payment to any third party;
(l)
that it has the right to make the assignments and licences of the IPR referred to in
Clause 17 (
Intellectual Property Rights) and that neither the Key Personnel nor
the Service Provider’s current or ex-employees nor any third party has or will have
any title, right or interest (legal or equitable) in those IPR;
(m)
that no computer viruses, Trojan horses, worms, software bombs or similar items
or computer programs will be introduced by the Service Provider into the BBC
System or the Service Architecture;
(n)
that the BBC System is Date Compliant; and
(o)
that it will not make any statement orally or in writing, publicly or privately or do any
act or otherwise conduct itself in such a manner as will or may in the reasonable
opinion of the BBC disparage the BBC or bring it into disrepute.
18 of 39
14 Indemnities
14.1
The Service Provider will indemnify on demand and hold harmless the BBC from and
against any and all losses, demands, claims, damages, costs, expenses (including
reasonable legal costs and expenses and any applicable VAT) and liabilities suffered or
incurred, directly or indirectly, by the BBC in consequence of:
(a)
death or personal injury caused by the Service Provider;
(b)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxx;
(c)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;
(d)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxx;
(e)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxx
(f)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxx.
14.2
If the BBC wishes to assert its right to be indemnified pursuant to this Clause 14, it will
notify the Service Provider of the matter (stating in reasonable detail the nature of the
matter and if practicable the amount claimed).
14.3
Any sum payable by the Service Provider to the BBC pursuant to this Clause 14 will be
paid free and clear of all deductions or withholdings whatsoever, save only as may be
required by any applicable Law.
14.4
The indemnities contained in this Clause 14 is without prejudice to and in addition to any
warranties, indemnities, remedies or other rights provided by Law and/or under any other
provision of this Contract for the benefit of the BBC.
15
Limitation of Liability
15.1
Subject to the remainder of this Clause 15, the aggregate liability of the Service Provider in
respect of any loss or damage suffered by the BBC and arising out of or in connection with
this Contract, whether in contract, tort (including negligence) or for breach of statutory duty
19 of 39
or in any other way, will not exceed
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxx in respect
of any one event or series of related events.
15.2
Subject to the remainder of this Clause 15, the aggregate liability of the BBC in respect of
any loss or damage suffered by the Service Provider and arising out of or in connection
with this Contract, whether in contract, tort (including negligence) or for breach of statutory
duty or in any other way, will not exceed
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxx in
respect of any one event or series of related events.
15.3
The limitation of the Service Provider’s liability contained in Clause 15.1 above will not
apply to:
(a)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;
(b)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
(c)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxx.
15.4
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxx or Service Credits paid or payable by the Service
Provider in accordance with this Contract will not count towards the Service Provider’s
aggregate liability for the purposes of Clause 15.1 above.
15.5
Subject to Clause 14 (
Indemnities) above, neither party will be liable, in contract, tort
(including negligence) or for breach of statutory duty or in any other way for any indirect or
consequential losses save that nothing in this Clause 15.45 will prevent the BBC
recovering:
(a)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;
(b)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxx
(c)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxx.
15.6
Each party will take reasonable steps to mitigate any losses, demands, claims, damages,
costs, expenses (including legal costs and expenses) and liabilities suffered or incurred for
which the other party is financially liable under this Contract.
20 of 39
16 Insurance
16.1
The Service Provider will have and maintain throughout the Term and thereafter for a
period of three (3) years with a reputable insurer who has an “AM Best” credit rating of A
(or better), insurance covering all of the risks which may be incurred by the Service
Provider arising out of the acts or omissions of the Service Provider or its Personnel in
connection with this Contract, including:
(a)
public liability insurance in the sum of
[s.43(2)]xxxxxxxxxxxxxxxxx) in aggregate;
(b)
fidelity insurance in the sum of
[s.43(2)]xxxxxxxxxxxxxxxxx) per claim and in
aggregate;
(c)
professional indemnity insurance in the sum of
[s.43(2)]xxxxxxxxxxxxxxxxxxx
per claim and in aggregate;
(d)
technology errors and omissions insurance in respect of any negligent act, error or
omission by or on behalf of the Service Provider in the performance of or failure to
perform electronic data processing for others in the sum of
[s.43(2)]xxxxxxxxxxxxxxxxxx per claim and in aggregate; and
(e)
property and business interruption insurance in respect of the Service Provider’s
increased cost of working.
16.2
The Service Provider will produce to the BBC, on request, copies of all insurance policies
referred to in this Clause 16 or other evidence confirming the existence and extent of the
cover given by those policies, together with receipts or other evidence of payment of the
latest premiums due under the insurance policies.
16.3
The Service Provider will notify the BBC of any material changes to the level, type or other
material provisions of the insurance policies.
16.4
The Service Provider will not by its acts or omissions cause any of the insurance policies to
be invalidated or avoided.
17
Intellectual Property Rights
17.1
BBC IPR
(a)
The Service Provider acknowledges and agrees that as at the Effective Date, all
IPR in the following is owned by the BBC:
(i)
the BBC System;
(ii) BBC
Data;
(iii)
the BBC Databases;
21 of 39
(iv)
any Customer Facing Documentation provided by the BBC to the Service
Provider; and
(v)
the Telephone Numbers,
together referred to as the “
BBC IPR”.
17.2
Assigned IPR
(a)
The Service Provider acknowledges that all IPR in the following will be assigned to
the BBC in accordance with Clause 17.2(b) below:
(i)
the Service Architecture Design Document;
(ii)
the Service Provider Documentation; and
(iii)
any Customer Facing Documentation developed by the Service Provider
or any Subcontractor pursuant to this Contract,
together the “
Assigned IPR”.
(b)
All IPR in the Assigned IPR will vest in the BBC on their creation and all such rights
are hereby irrevocably assigned by the Service Provider to the BBC by way of
present assignment of future rights with full title guarantee for the full term of
protection if those rights (together with any extensions, renewals and reversions)
throughout the world.
17.3
Licence to Use BBC IPR and Assigned IPR
(a)
The BBC hereby grants to the Service Provider a non-exclusive, non-transferable,
royalty free licence during the Term to use and modify the BBC IPR and the
Assigned IPR to the extent necessary for the provision of the Services. Such
licence will include the right on the part of the Service Provider to sub-license such
rights (on written notice to the BBC) to its Subcontractors where such
Subcontractors require a sub-licence to provide the Services to the BBC.
(b)
The Service Provider will not use BBC IPR or the Assigned IPR for the benefit of
any entities other than the BBC without the prior written consent of the BBC and on
appropriate licence terms agreed with the BBC, which consent may be withheld at
the BBC's sole discretion.
(c)
All rights in respect of the BBC IPR and the Assigned IPR which are not expressly
granted in this Clause 17 are reserved by the BBC.
17.4
Modifications to BBC IPR and Assigned IPR
All IPR in any reproductions, enhancements and/or modifications made by or on behalf of
the Service Provider to any part of the BBC IPR and the Assigned IPR will vest in the BBC
22 of 39
on their creation and all such rights are hereby irrevocably assigned by the Service
Provider to the BBC by way of present assignment of future rights with full title guarantee
for the full term of protection if those rights (together with any extensions, renewals and
reversions) throughout the world.
17.5
Service Architecture
The BBC acknowledges and agrees that as at the Effective Date, all IPR in the Service
Architecture is owned by Service Provider.
17.6
Trade Marks and use of Name
(a)
The BBC will grant to the Service Provider a licence to use trade marks of the BBC
by executing the Trade Mark Licence attached at Schedule 13 (
Trade Mark
Licence).
(b)
All documentation for external release used by the Service Provider in providing
the Services will be in the name “TV Licensing” or such other name as is instructed
by the BBC and will be subject to the terms of the Trade Mark Licence.
(c)
If during the Term the BBC requires to make any alteration to the trade marks
licensed to the Service Provider in connection with this Contract, the Service
Provider undertakes to enter into such further trade mark licences as are required
in order to facilitate the provision of the Services under such new or altered mark
or name.
(d)
The Service Provider will not publish or use the BBC’s name or any logo or any
other trade mark of the BBC (whether registered or unregistered) save where such
publication or use is approved in advance by the BBC and only on the terms of the
Trade Mark Licence.
17.7
Waiver of Moral Rights
The Service Provider hereby irrevocably waives and will procure that all its employees,
agents and Subcontractors will irrevocably waive all moral rights (including without
limitation such rights of the Service Provider, its employees, agents and Subcontractors
under Sections 77 to 85 of the Copyright Designs and Patents Act 1988 or any similar laws
in any jurisdiction to the extent permitted in that jurisdiction) in respect of the BBC IPR and
the Assigned IPR, to the full extent permitted by Law.
17.8
Conduct of Claims
(a)
Each party acknowledges the other’s ownership and proprietary rights in the IPR
as set out in this Clause 17 and will not register or attempt to register any IPR
owned by the other party.
23 of 39
(b)
Each party will immediately give notice in writing to the other should either of them
become aware of any:
(i)
infringement or suspected infringement of any of the other party's IPR; or
(ii)
claim made or threatened that the other party’s IPR or the provision of the
Services infringes the rights of any third party.
(c)
In the case of any infringement or alleged infringement of either party’s IPR (the
“
Owner”) by any third party:
(i)
the Owner will in its sole discretion decide what action (if any) to take;
(ii)
the Owner will have sole control over and conduct of all claims and
proceedings;
(iii) the
non-Owner
will provide the Owner with all assistance as it may
reasonably require in the conduct of any claims or proceedings, subject to
an indemnity from the Owner to the non-Owner in respect of all costs
reasonably incurred in providing such assistance; and
(iv)
the Owner will bear the cost of any proceedings and will be entitled to
retain all sums recovered in any action for its own account.
18 Termination
18.1
The BBC may terminate this Contract (without prejudice to its other rights and remedies) in
whole or in part with immediate effect by written notice to the Service Provider if:
(a)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;
(b)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;
(c)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;
(d)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx:
(i) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
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(ii) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxx;
(e)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxx;
(f)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
(g)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;
(h)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;
(i)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxx;
(j)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxx;
(k)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xx;
(l)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
25 of 39
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxx;
(m)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxx
(n)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.
18.2
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxx.
19
Exit Plan and Consequences of Termination
19.1
Each party agrees to comply with the provisions set out in Schedule 10 (
Exit).
19.2
Subject to the Exit Plan, upon expiry or termination of this Contract:
(a)
all licences set out in Clause 17 (
Intellectual Property Rights) will cease save to
the extent expressly stated to the contrary;
(b)
each party will return to the other all materials owned or controlled by the other
(including all relevant Confidential Information) or, at the election of the owning or
controlling party, destroy the same and certify to such party that destruction has
taken place; and
(c)
without prejudice to any obligations or rights which have accrued to either party at
the time when the Term ends, the parties will have no further obligations or rights
under this Contract, save that Clauses 10 (
Management Information and Audit
Requirements), 11 (
Security and Disaster Recovery), 13.2 (
Warranties), 14
(
Indemnities), 15 (
Limitation of Liability), 17 (
Intellectual Property Rights), 19
(
Exit Plan and Consequences of Termination), 21 (
Data Protection and
Freedom of Information), 22 (
Confidentiality), 23 (
Employees), 24 (
Force
Majeure), 25 (
Dispute Resolution), 27 (
Third Party Rights) and 28 (
General)
together with those other clauses the survival of which is necessary for the
interpretation or enforcement of this Contract will continue to have force and effect
after the end of the Term.
26 of 39
19.3
In the event that this Contract is terminated in accordance with Clause 18 (
Termination),
the Service Provider will immediately repay to the BBC all monies paid up to and including
the date of termination in respect of any Services which have not been properly performed
or in respect of any Deliverables which have not been properly supplied.
20
[s.43(2)] xxxxxx
20.1
[s.43(2)]xxxxxxxxxxxxxxxxxx
(a)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxx:
(i)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;
(ii)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxx;
(iii)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
(iv)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxx;
(v)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxx
(vi)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx,
[s.43(2)]xxxxxxxxxxxx
(b)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx:
(i)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;
(ii)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxx;
27 of 39
(iii)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxx;
(iv)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxx
(v)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxx,
[s.43(2)]xxxxxxxxxxxxxxxxxxxxx.
(c)
[s.43(2)]
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx:
(i)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxx
(ii)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.
20.2
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxx
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxx.
20.3
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
(a) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
28 of 39
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxx
(b) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.
21
Data Protection and Freedom of Information
21.1
Data Protection
To the extent relevant and applicable to the provision of the Services:
(a)
The Service Provider will comply with Data Protection Law throughout the Term
and for as long as it is processing Personal Data.
(b)
The Service Provider will take all necessary steps to ensure that Personal Data
belonging to or provided or made available by the BBC which comes into its
possession or control in the course of providing the Services is protected in
accordance with the security requirements set out in Schedule 9 (
Security
Requirements and Disaster Recovery) and in particular the Service Provider will
not:
(i)
use the Personal Data nor reproduce the Personal Data in whole or in part
in any form except as may be required by this Contract; or
(ii)
disclose the Personal Data to any third party or persons not authorised by
the BBC to receive it, except with the prior written consent of the BBC; or
(iii)
alter, delete, add to or otherwise interfere with the Personal Data (save
where expressly required to do so by the terms of this Contract).
(c)
The Service Provider will process all Personal Data only in accordance with the
BBC's written instructions.
(d)
The Service Provider will take such technical and organisational measures against
unauthorised or unlawful processing of Personal Data and against accidental loss
or destruction of, or damage to, Personal Data as are reasonably requested by the
BBC.
(e)
Without prejudice to Clause 26 (
Use of Subcontractors), the Service Provider will
not without the BBC's express written consent subcontract any of its obligations
under this Contract so far as these obligations involve the processing of Personal
Data and in any event any such obligations may only be subcontracted to a party
29 of 39
which in the BBC's reasonable opinion can comply with the obligations under this
Clause 21.
(f)
The Service Provider will at all times take reasonable steps to ensure the reliability
of the Personnel who have access to Personal Data and will ensure their
compliance with the obligations set out in this Clause 21.1.
(g)
The Service Provider will ensure that access to Personal Data is limited to:
(i)
those employees, auditors and Subcontractors who absolutely need
access to such Personal Data to meet the Service Provider's obligations
under this Contract; and
(ii)
in the case of any access by any employee, such part or parts of the
Personal Data as is strictly necessary for performance of that employee's
duties.
(h)
The Service Provider will promptly (and in any event within two (2) Working Days
of receipt of a written request from a third party) pass to the BBC's Head of
Information and Policy Compliance any complaint or request in relation to the
processing of Personal Data and will promptly (and in any event within five (5)
Working Days of receipt of a written request from the BBC) provide at its own
expense such assistance and information as the BBC may reasonably require:
(i)
in order to deal with such complaints or requests by the Service Provider
or the BBC; and/or
(ii)
to enable the BBC to comply with any legislative or regulatory
responsibilities or liabilities under Data Protection Law.
(i)
The Service Provider will not transfer any Personal Data to any country or territory
outside of the European Economic Area without the prior written consent of the
BBC and where the BBC consents to such transfer the Service Provider will
comply with any reasonable instructions notified by the BBC to the Supplier
including (without limitation and where the BBC requires) entering into (or
procuring that its Subcontractors or agents enter into) such contractual provisions
as the BBC may reasonably request so as to satisfy the Eighth Data Protection
Principle as set out in the Data Protection Act 1998.
(j)
If required by the BBC, the Service Provider will immediately upon request enter
into such updated Data Protection Model Contract as is issued by the European
Commission during the Term.
21.2
Freedom of Information
To the extent relevant and applicable to this Contract:
30 of 39
(a)
The Service Provider will provide the BBC with such assistance (including all such
information) as the BBC may require in order to comply with its obligations under
the FOIA.
(b)
Without prejudice to the generality of Clause 21.20 above, the Service Provider
will:
(i)
pass to the BBC’s Head of Information & Policy Compliance (within two (2)
Working Days of receipt) all FOIA requests which the Service Provider
receives;
(ii)
where it receives any request from the BBC for assistance or information
in relation to an FOIA request, provide (and procure that the
Subcontractors and any other agents of the Service Provider provide) at its
own expense such assistance and information as the BBC may reasonably
require within five (5) Working Days; and
(iii)
comply and adhere with the BBC’s guidelines and procedures on FOIA
notified to the Service Provider from time to time by the BBC.
(c)
In no event will the Service Provider respond directly to any FOIA requests unless
expressly authorised to do so in writing and in advance by the BBC.
(d)
The Service Provider acknowledges that, notwithstanding the provisions of Clause
22 (
Confidentiality), the BBC may be obliged under the FOIA to disclose certain
information (including this Contract) without consulting with the Service Provider.
(e)
The BBC will be responsible for determining in its absolute discretion whether
information is exempt from disclosure under the FOIA.
22 Confidentiality
22.1
Each of the parties will keep confidential and will not disclose to any person any
information, whether in written or any other form, which has been or may be disclosed to it
("
receiving party") by or on behalf of the other party ("
disclosing party") in the course of
the discussions leading up to or the entering into or performance of this Contract and which
is identified as confidential or is clearly by its nature confidential ("
Confidential
Information") except insofar as the Confidential Information:
(a)
is required to be disclosed to a person employed or engaged by the receiving party
in connection with the proper performance of this Contract;
(b)
is required to be disclosed to the receiving party's professional advisors or insurers
for the purpose of obtaining advice in relation to or insurance cover for the risks
arising out of this Contract; or
31 of 39
(c)
is required to be disclosed by Law (whether or not having the force of Law) by the
receiving party, provided that the receiving party will (where practicable) notify the
disclosing party of the information to be disclosed and the circumstances in which
the disclosure is alleged to be required as early as reasonably possible before
such disclosure must be made and will take all reasonable action to avoid and limit
such disclosure; or
(d)
is required to be disclosed by the BBC to a BBC Audit Representative.
22.2
Any disclosure of Confidential Information permitted under Clause 22.1(a) above will be in
confidence, will only be to the extent that any persons to whom the information is disclosed
need to know the same for the performance of their duties and the receiving party will be
obliged to procure that all such persons are aware of the obligation of confidentiality and
undertake to comply with it.
22.3
Each party hereby undertakes to the other to use the Confidential Information disclosed to
it by or on behalf of the other party solely in connection with the performance of this
Contract and not otherwise for its own benefit or the benefit of any third party.
22.4
Confidential Information does not include information which:
(a)
is or becomes generally available to the public otherwise than as a direct or
indirect result of disclosure by the receiving party or a person employed or
engaged by the receiving party contrary to their respective obligations of
confidentiality; or
(b)
is or was made available or becomes available to the receiving party otherwise
than pursuant to this Contract and free of any restrictions as to its use or
disclosure.
22.5
Without prejudice to any other rights or remedies that the disclosing party may have, the
receiving party acknowledges and agrees that the disclosing party will, without proof of
special damage, be entitled to an injunction, specific performance or other equitable relief
for any threatened or actual breach of the provisions of this Clause 22, in addition to any
damages or other remedy to which it may be entitled.
22.6
Nothing in this Clause 22 will prevent the BBC from dealing with the BBC IPR, the
Assigned IPR and any other Deliverables as it wishes.
23 Employees
The Service Provider will comply with the provisions of paragraph 8 of Schedule 10 (
Exit) in
relation to dealing with employees and employee-related liabilities upon expiry or termination of this
Contract.
24 Force
Majeure
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24.1
In this Contract, "
Force Majeure Event" will mean any cause preventing either party from
performing any or all of its obligations (save for the Service Provider's obligations set out in
Clause 11 (
Security and Disaster Recovery) and Schedule 9 (
Security Requirements
and Disaster Recovery)) which arises from or is attributable to acts, events, omissions or
accidents beyond the reasonable control of the party so prevented including, to the extent
that these are beyond such control, nuclear accident or acts of God, war or terrorist
activity, riot, civil commotion, fire, flood or storm except that:
(a)
neither lack of funds nor a default or misconduct by any third party employed or
engaged as an agent or independent contractor by the party claiming force
majeure will be a cause beyond the reasonable control of that party unless caused
by events or circumstances which are themselves Force Majeure Events;
(b)
mere shortage of labour, materials, equipment or supplies will not constitute a
Force Majeure Event unless caused by events or circumstances which are
themselves Force Majeure Events; and
(c)
strikes, lock-outs or other industrial disputes involving the work force of the party
so prevented or of any of its Subcontractors or suppliers or the occurrence of an
event associated with economic and monetary union in the European Union will
not constitute a Force Majeure Event.
24.2
If either party is prevented from performance of any of its obligations under this Contract by
a Force Majeure Event, that party (the "
Claiming Party") will as soon as reasonably
possible and in any event within one (1) Working Day after commencement of the Force
Majeure Event serve notice in writing on the other party specifying the nature and extent of
the circumstances of the Force Majeure Event, and will subject to service of such notice
have no liability in respect of any delay in performance or any non-performance of any
such obligation (and the time for performance will be extended accordingly) to the extent
that the delay or non-performance is due to a Force Majeure Event provided that:
(a)
the Claiming Party could not have avoided the effect of the Force Majeure Event
by taking precautions which, having regard to all matters known to it before the
occurrence of the Force Majeure Event and all relevant factors, it ought reasonably
to have taken but did not take; and
(b)
the Claiming Party has taken all steps as are necessary to mitigate the effect of the
Force Majeure Event and to carry out its obligations under this Contract in any
other way that is reasonably practicable.
25 Dispute
Resolution
Save in relation to a dispute arising out of the obligations in any of Clauses 11 (
Security
and Disaster Recovery), 17 (
Intellectual Property Rights), 21 (
Data Protection and
Freedom of Information) or 22 (
Confidentiality), if a dispute arises in connection with
this Contract, the parties will try to resolve it first in accordance with the Escalation
33 of 39
Procedure and thereafter in accordance with the Dispute Resolution Procedure before
commencing legal proceedings.
26
Use of Subcontractors
26.1
Prior Approval
(a)
The Service Provider will be entitled to subcontract any of its obligations under this
Contract provided that:
(i)
the Service Provider has obtained the BBC’s prior written consent (not to
be unreasonably withheld) as to the identity of the subcontractor to whom
the Service Provider proposes to subcontract;
(ii)
any such consent will be subject to such conditions, if any, as the BBC
may acting reasonably determine;
(iii)
if requested by the BBC, the Service Provider will replace any
Subcontractor who in the reasonable opinion of the BBC fails to
satisfactorily perform its obligations or would, if a party to this Contract, be
in breach of this Contract; and
(iv)
if requested by the BBC, the Service Provider will procure that any
Subcontractor enters into a direct contractual relationship with the BBC.
(b)
The Service Provider will ensure that each Subcontractor is contractually bound to
comply with all the terms of this Contract which are relevant to the Subcontractor's
service provision and to afford to the BBC a direct cause of action against the
Subcontractor to the extent that the Subcontractor breaches such provisions. For
the avoidance of doubt, the obligation set out in this Clause 26.1(b) above extends,
but is not limited, to ensuring that Subcontractors offer the BBC all the rights that
the BBC has as against the Service Provider in Clauses 10 (
Management
Information and Audit Requirements), 11 (
Security and Disaster Recovery),
14 (
Indemnities), 20
[s.43(2)]xxxxxxxxxxxxxxxx, 21 (
Data Protection and
Freedom of Information) and 22 (
Confidentiality), 23 (
Employees) and in
Schedule 10 (
Exit).
(c)
For the avoidance of doubt and notwithstanding any subcontracting by the Service
Provider of its obligations under this Contract, the Service Provider will remain
liable to the BBC for the performance of its obligations under this Contract and for
each Subcontractor’s compliance with the terms of this Contract and its
subcontract with the Service Provider.
(d)
Any reference to the Service Provider in this Contract will, unless otherwise stated,
include the Personnel and the Subcontractors.
26.2
Approved Subcontractors
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Subject to the terms of the other terms of this Clause 26, the BBC hereby consents to the
Service Provider subcontracting its obligations to the third parties specified in, and in
respect of the elements of the Services set out in, Schedule 16 (
Subcontractors).
26.3
Service Provider as Principal
The Service Provider is entering into this Contract as principal not agent and may not
enforce any of its rights under or in connection with this Contract for the benefit of any
other person. The Service Provider will be the BBC’s sole point of contact in relation to all
matters concerning the Contract.
26.4
Locations subject to BBC Consent
The Service Provider will obtain the BBC’s prior written consent if it (or any division or other
business unit comprised within the Service Provider) intends to move the operation of any
of the Services outside of the Locations.
27 Third
Party
Rights
Save where a right or benefit is expressly provided to a third party in this Contract, nothing
in this Contract will be deemed to grant any right or benefit to any person or their
respective successors in title or assignees, or entitle a third party to enforce a provision of
this Contract and the parties do not intend that any term of this Contract will be enforceable
by a third party by virtue of the Contracts (Rights of Third Parties) Act 1999.
28 General
28.1
Public Statement
(a)
Except with the prior written approval of the BBC, the Service Provider will not
make any public statement or press announcement in relation to this Contract,
unless such statement or announcement is required by the rules of the London
Stock Exchange or by Law.
(b)
In the event that the BBC approves any public statement or press announcement
by the Service Provider in relation to this Contract, the Service Provider will:
(i)
submit the same to the BBC, for the BBC’s further, prior written approval;
and
(ii)
co-ordinate the release of the same with the BBC.
(c)
Notwithstanding Clause 28.1(a) above, the Service Provider may use the BBC’s
name for the sole purposes of internal announcements within its organisation.
(d)
Any publicity material used by the Service Provider will make clear that the BBC
does not endorse the Service Provider or its provision of the Services and any
description of the Services in such publicity material will be in general terms only.
35 of 39
(e)
Any use of the BBC’s name, trade marks or logos approved by the BBC pursuant
to Clauses 28.1(a) and 28.1(b) above will, be subject strictly to the terms of such
written approval.
28.2
Notices
A party notifying or giving notice under this Contract will give notice:
(a)
in writing (which will not include email or facsimile);
(b)
addressed to the Head of Revenue Management, British Broadcasting
Corporation, MC2 C6 Media Centre, 201 Wood Lane, London W12 7TQ in the
case of the BBC and Company Secretary, Revenues Management Services Ltd,
33/34 Winckley Square, Preston, PR1 3EL in the case of the Service Provider,
which contact details may be altered by notice given in accordance with this
Clause 28.2; and
(c)
(i) delivered by hand, or (ii) sent by recorded delivery post, or (iii) sent by courier.
28.3
Service of Notice
A notice given in accordance with Clause 28.2 above is received:
(a)
if left at the recipient’s address, on the date of delivery;
(b)
if sent by recorded delivery post or courier, on evidence of receipt.
28.4
Relationship of Parties
Nothing in this Contract or any circumstances associated with it or its performance give
rise to any relationship of agency, partnership or employer and employee between the
BBC and the Service Provider or between the BBC and any of the Personnel or those of
any subcontractor.
28.5
No Security
The Service Provider will not, without the BBC’s prior written consent, give or purport to
give any security interest in any of its rights to receive payment from the BBC under this
Contract.
28.6
Waiver
If a party has a right arising from another party’s failure to comply with an obligation under
this Contract and delays in exercising or does not exercise that right, that delay in
exercising or failure to exercise is not a waiver of that right or any other right.
28.7
Assignment
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(a)
The BBC may assign its rights under this Contract without the Service Provider’s
prior written consent provided the BBC gives notice of that assignment to the
Service Provider. The Service Provider may not assign its rights or transfer its
obligations under this Contract to any person or entity unless it obtains the BBC’s
prior written consent.
(b)
In no event will any such assignment by either party relieve that party of its
obligations under this Contract.
28.8
Consents and Approval
Except where expressly provided as being in the discretion of a party, where agreement,
approval, acceptance, consent, or similar action by either party is required under this
Contract, that action will not be unreasonably delayed or withheld. An approval or consent
given by a party under this Contract will not relieve the other party from responsibility for
complying with the requirements of this Contract, nor will it be construed as a waiver of any
rights under this Contract, except as and to the extent otherwise expressly provided in
such approval or consent.
28.9
Cumulative Rights
A right, power, remedy, entitlement or privilege given or granted to a party under this
Contract is cumulative with, without prejudice to and not exclusive of any other right,
power, remedy, entitlement or privilege granted or given under this Contract or by Law.
28.10
Severability
In the event that any provision of this Contract conflicts with the Law under which this
Contract is to be construed or if any such provision is held invalid by a court with
jurisdiction over the parties, such provision will be deemed to be restated to reflect as
nearly as possible the original intentions of the parties in accordance with applicable Law.
The remainder of this Contract will remain in full force and effect.
28.11
Construction
No rule of construction will apply in the interpretation of this Contract to the disadvantage of
one party on the basis that such party put forward or drafted this Contract or any provision
of this Contract.
28.12
Costs
(a)
The parties agree to bear their own legal and other costs and expenses of, and
incidental to, the preparation, execution and completion of this Contract and of any
related documentation.
(b)
The Service Provider will be liable for the payment of any stamp duty or similar tax
or levy payable on execution of this Contract or any related documents.
37 of 39
28.13
Appointment of Representatives
The BBC will be entitled to appoint any third party representatives on its behalf to perform
obligations upon its behalf or exercise rights available to it under this Contract.
28.14
Further Assurance
The parties will, and will procure that their agents, employees and subcontractors will, do
all things reasonably necessary, including executing any additional documents and
instruments, to give full effect to the provisions of this Contract.
28.15
No Discrimination
(a)
The Service Provider will not unlawfully discriminate on the basis of a person’s
race, religion, disability, sexual orientation, age or sex as set out in applicable Law
relating to discrimination in employment and will take all reasonable steps to
ensure the observance of this Clause 28.15 by all Personnel and Subcontractors.
(b)
In performing this Contract, the Service Provider will give due regard to the
provisions of the Human Rights Act 1998 as if such Act were directly applicable to
the Service Provider.
28.16
Entire Contract
This Contract constitutes the entire understanding between the parties relating to the
subject matter of this Contract and, save as may be expressly referred to or referenced
herein, supersedes all prior representations, writings, negotiations or understandings with
respect thereto, except in respect of fraudulent misrepresentations made by either party.
28.17
Conduct of Certain Claims
The BBC may require that the Service Provider hand over to the BBC conduct of claims
made against the Service Provider relating to this Contract or the provision of the Services
where such claim:
(a)
exposes the BBC to any potential liability;
(b)
could impact on the BBC's ability to fulfil its Charter obligations; and/or
(c)
could result in damage to the BBC's reputation.
28.18
Governing Law and Jurisdiction
The validity, construction and performance of this Contract (and any claim, dispute or
matter arising under or in connection with it or its enforceability) will be governed by and
construed in accordance with the Law of England. The parties irrevocably agree for the
exclusive benefit of the BBC that the English courts will have exclusive jurisdiction over any
claim, dispute or matter arising under or in connection with this Contract, its enforceability
38 of 39
or the legal relationships established by this Contract, and waives any objection to
proceedings in such courts on the grounds that proceedings have been brought in an
inconvenient forum. Nothing in this Clause 28.18 will limit the right of the BBC to take
proceedings against the Service Provider in any other court of competent jurisdiction.
Signed for and on behalf of the
BRITISH BROADCASTING CORPORATION
Signature:
Name:
ZARIN PATEL
Title:
GROUP FINANCE DIRECTOR
Date:
Signed for and on behalf of
REVENUES MANAGEMENT SERVICES LIMITED
Signature:
Name:
JOHN N RICKETTS
Title:
MANAGING
DIRECTOR
Date:
39 of 39
SCHEDULE 1: DEFINITIONS
SCHEDULE 1: Definitions
"Accounting Responsibilities"
means the obligations set out in Schedule 8 (
Accounting
Responsibilities) to remit, account and report payments
processed by the Service Provider;
"Additional Services"
means services that are outside the scope of the Services;
"Annex"
means any annex to any Schedule to this Contract;
"Assets"
means hardware, software, systems, data, IPR,
documentation and all other tangible and intangible assets;
"Assigned IPR"
shall have the meaning set out in Clause 17.2 (
Intellectual
Property Rights) of the Terms and Conditions;
"Audit"
shall have the meaning set out in Clause 10.3 (
Management
Information and Audit Requirements) of the Terms and
Conditions;
"BBC Audit Representatives"
means the BBC (including the BBC Trust), its internal and
external auditors (and, in each case, their appointed
contractors), the Department of Culture Media and Sport and
any other body with competent jurisdiction (including the
National Audit Office);
"BBC Contract Manager"
means the person designated by the BBC from time to time
as responsible for managing this Contract;
"BBC Contractors"
means those third party suppliers, customers, agents,
contractors and contributors of or to the BBC from time to
time (other than the Service Provider);
"BBC Data"
means all data, information, text, drawings, diagrams, images
or recorded material (in tangible or electronic form) provided
to the Service Provider by the BBC or in respect of which the
BBC has allowed the Service Provider access or which has
been generated by the Service Provider for the BBC pursuant
to this Contract (including without limitation all financial data
relating to the BBC, the Management Reports, the Service
Architecture Design Document, Transition Plan, Disaster
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SCHEDULE 1: DEFINITIONS
Recovery Plan, Exit Plan and the contents of the BBC
Databases);
"BBC Database"
means any database which is owned by the BBC and to
which access is granted to the Service Provider for the
provision of the Services;
"BBC IPR"
shall have the meaning set out in Clause 17.1 (
Intellectual
Property Rights) of the Terms and Conditions;
"BBC Modifications"
means any modifications to any software owned by a third
party where such modifications are made by or on behalf of
the Service Provider for the BBC for use in the provision of
the Services;
"BBC Policies"
means all those policies set out in Schedule 11 (
BBC
Policies) or as otherwise varied or replaced by the BBC from
time to time and notified to the Service Provider in writing;
"BBC Property"
means all real and personal (tangible and intangible) property
belonging to the BBC by virtue of this Contract or otherwise;
"BBC Software"
means any software owned by the BBC which is used in the
BBC System including the BBC Modifications;
"BBC System"
means the combination and design of telecommunications,
hardware, software and other items required to meet the
requirements of the Transition Plan, including without
limitation the BBC Databases and the BBC Software (but
excluding the Service Architecture);
"BBC TVLSC Account"
means the BBC savings holding account for TVLSC or such
other account(s) as are notified by the BBC to the Service
Provider;
"Benchmarking Report"
means the benchmarking report described in the Annex of
Schedule 3 (
Governance);
"Break Option"
means the option for the BBC to terminate this Contract in
whole or in part for convenience pursuant to and in
accordance with Clause 3.3 (
Term of Contract and Break
2 of 16
SCHEDULE 1: DEFINITIONS
Option) of the Terms and Conditions;
"Cancellation"
means in respect of a Licence when the Service Provider
cancels any outstanding amount of the Licence Fee and
“Cancel” and “Cancelled” will be construed accordingly;
"Caring Agency"
means ‘not for profit’ organisations who identify persons
suitable for Cash Schemes and refer them to the Service
Provider;
"Cash Schemes"
means CEE, MCP and TVLSC;
“CASSIE”
means any database relating to the administration of CEE
and MCP which includes BBC Data, as updated from time to
time, to which access is granted to the Service Provider by or
on behalf of the BBC pursuant to this Contract;
"CEE"
means the Cash Easy Entry Scheme for payment of the
Licence Fee;
"CEE DCMS Account"
means the Paymaster General's cash account (for credit to
the DCMS general cash account) for CEE or such other
account(s) as are notified by the BBC to the Service Provider;
"Change"
means a change to the Services or Contract and/or the
Service Levels being provided by the Service Provider;
"Change Control Notice"
means the form of notice set out in Schedule 6 (
Change
Control);
"Change Control Procedure"
means the procedure for requesting and implementing
Changes as set out in Schedule 6 (
Change Control);
"Change Request"
means a request for a Change submitted in accordance with
the Change Control Procedure;
"Charter and Agreement"
means the charter for the continuance of the BBC granted to
the BBC by Her Majesty the Queen in Council and is
supplemental to the Royal Charter of Incorporation of the
BBC granted to the BBC on 20th December 1926 and the
agreement between the BBC and Her Majesty’s Secretary of
3 of 16
SCHEDULE 1: DEFINITIONS
State for Culture, Media and Sport dated 30th June 2006,
both of which came fully into effect on 1st January 2007;
"Confidential Information"
shall have the meaning set out in Clause 22.1
(
Confidentiality) of the Terms and Conditions;
"Contract Change Note"
means the form of note set out in Schedule 6 (
Change
Control);
"Contract Year"
means each period of a calendar year commencing at 00:01
on the Effective Date (or the anniversary thereof) and ending
at 23:59 on the final date in that calendar year period;
"Contract"
means the Terms and Conditions, the Schedules, Annexes
and other attachments, as amended from time to time in
accordance with this Contract, and any other documents
expressly identified in this document as forming part of the
Contract;
"Co-operation Agreement"
shall have the meaning set out in Clause 5.5 of the Terms
and Conditions;
"Customer"
means any person who uses the Services;
"Customer Facing
means any documentation for dissemination to Customers
Documentation"
relating to the Licence pursuant to this Contract (whether to
individuals or the public in general) including without
limitation correspondence, application forms, literature and
policy statements, web copy, IVR scripts and SMS scripts
which is either:
(a) provided by the BBC to the Service Provider; or
(b) produced by or on behalf of the Service Provider or any
Subcontractor pursuant to this Contract.
"Customer Satisfaction
means the surveys to be conducted by the Service Provider
Survey"
or a third party (at the BBC's option) as described in
Schedule 2 (
Services);
"Data Protection Law"
means the European Community Directive 95/94/EC and all
law implementing the same in the UK, including the Data
Protection Act 1998 and relevant subsidiary legislation and
4 of 16
SCHEDULE 1: DEFINITIONS
Codes of Practice issued by the Information Commissioner
from time to time, together with any other legislation of the
European or UK Parliaments or of the jurisdictions of the
Locations coming into force during the Term which is
designed to protect individuals with regard to the processing
of their personal data;
"Date Compliant"
means that dates can be accurately processed (including
calculating, comparing and sequencing date data) from, into
and between centuries and/or years, including leap year
calculations so that neither performance of the Services nor
functionality of any part of the Service Architecture or the
BBC System is affected by any change in date;
"DCMS"
means the government Department of Culture, Media and
Sport;
"Deliverables"
means any items delivered and/or to be delivered by or on
behalf of the Service Provider to the BBC under this Contract;
"Disaster Recovery Plan"
means the plan set out in Schedule 9 (
Security
Requirements and Disaster Recovery) as amended and
updated from time to time in accordance with that Schedule;
"Dispute Resolution
shall have the meaning set out in Schedule 3 (
Governance);
Procedure"
"Effective Date"
means the date of this Agreement;
"Escalation Procedure"
shall have the meaning set out in Schedule 3 (
Governance);
"Existing Services"
means the services provided by the Service Provider under
the Prior Contract;
"Exit Plan"
means the plan to be prepared by the Service Provider in
accordance with Clause 19 (
Exit Plan and Consequences
of Termination) of the Terms and Conditions and Schedule
10 (
Exit);
"Financial Year"
means the BBC’s financial year, being the period April 1st to
March 31st or such other period as the BBC may decide from
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SCHEDULE 1: DEFINITIONS
time to time;
"FOIA"
means the Freedom of Information Act 2000 and any
subordinate legislation made under that Act from time to time
together with any guidance and/or codes of practice issued
by the Information Commissioner in relation to such
legislation;
"Force Majeure Event"
shall have the meaning set out in Clause 24.1 (
Force
Majeure) of the Terms and Conditions;
"Fraud Investigation"
shall have the meaning set out in Clause 10.4 (
Management
Information and Audit Requirements) of the Terms and
Conditions;
"Fundamental Concern"
means in relation to a person gaining control of the Service
Provider, it is the BBC's reasonably held concern or belief
that such person:
(a)
has been involved in, or is subject to prosecution (or
has been prosecuted) in respect of fraudulent activity,
is insolvent or in respect of whom any of the events
identified in Clause 18.1(j) (
Termination) of the Terms
and Conditions has occurred;
(b) imports, distributes, publishes, communicates or
records pornography or is otherwise materially
involved in or associated with any immoral activity or
business;
(c) has central objectives associated with the
dissemination or communication of a particular religion
or religious viewpoint or philosophy;
(d) has central objectives associated with the
dissemination or communication of a particular political
viewpoint or policies associated with a particular party
or group of political parties; or
will have or, when it has acquired control of the Service
Provider, will have a conflict of interest with the interests of
the BBC;
"Good Industry Practice"
means, in relation to any undertaking in any circumstances,
the exercise of that degree of skill, care, prudence and
foresight which would be expected from a skilled and
6 of 16
SCHEDULE 1: DEFINITIONS
experienced person anywhere in the world at the leading
edge of their field engaged in the same type of undertaking
under the same or similar circumstances (but does not
necessarily mean ‘state of the art’ in respect of technology
provision);
"Guarantee"
means the guarantee attached at Schedule 15 (
Guarantee)
between the BBC and IQOR Inc, a Delaware corporation with
corporation number 2868366, having its principal place of
business at 335 Madison Avenue, 27th Floor, New York, NY
10017, USA;
"Head of Revenue
means the person responsible for the management of the
Management"
BBC’s revenues, being Pipa Doubtfire or any person
replacing her in that position or taking over all or substantially
all of her functions and responsibilities;
"Initial Term"
shall have the meaning set out in Clause 3.2 (
Term of
Contract and Break Option) of the Terms and Conditions;
"IPR"
any current and future intellectual property rights, including:
(a)
copyrights, trade marks, trade names, domain names,
rights in logos and get-up, rights in confidential
information, trade secrets and know-how including
commercial know-how, design rights, rights in
inventions, patents, utility models, semi-conductor
topographies, rights in databases; and
(b)
all intangible rights and privileges of a nature similar,
analogous or allied to any of the above;
in every case in any part of the world and whether or not
registered, including in relation to the above:
(c) all granted registrations and all applications for
registration;
(d)
all renewals, reversions or extensions;
(e)
the right to sue for damages or obtain other relief; and
all forms of protection of a similar nature which may subsist
anywhere in the world;
7 of 16
SCHEDULE 1: DEFINITIONS
"ITIL"
means the IT Infrastructure Library published by the Office of
Government Commerce;
"Joiner"
means a Customer who applies and is accepted to CEE;
"Key Personnel"
means the key personnel to be deployed by the Service
Provider in connection with this Contract as identified in
Schedule 3 (
Governance);
"Key Principles"
shall have the meaning set out in Clause 5.2 (
Services) of
the Terms and Conditions;
“LASSY”
means any database relating to the enforcement and
administration of the collection of the Licence Fee which
includes BBC Data, as updated from time to time, to which
access is granted to the Service Provider by or on behalf of
the BBC pursuant to this Contract;
"Law"
means:
(a) any statute, regulation, by law, ordinance or
subordinate legislation in force from time to time to
which a party to this Contract is subject, including
without limitation, any regulation issued by H.M.
Government in connection with the Licence;
(b)
the common law as applicable to the parties to this
Contract from time to time;
(c)
any binding court order, judgment or decree given in
respect of either party party;
(d)
any applicable industry code, or standard enforceable
by law; and
(e)
any applicable direction, rule or order that is binding on
a party hereto and that is made or given by any body
having jurisdiction over a party or any of that party’s
assets, resources or business;
"Licence"
means a licence for the right to use or install a television
receiver (as such term is defined in the Communications Act
2003;
8 of 16
SCHEDULE 1: DEFINITIONS
"Licence Fee"
means all sums payable in respect of a Licence;
"Licence Fee Receipts"
means all payments received by the Service Provider from
Customers for or towards the payment of a Licence;
"Licence Fee Savings"
means all savings received by the Service Provider from
Customers in respect of the payment of a Licence;
"Licensing Authority"
means the person with statutory responsibility for the
administration and enforcement of the Licence, currently the
BBC;
[s.43(2)] xxxxxxxxxxxxxxxxxxx
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx
"Locations"
means:
(a)
33/34 Winckley Square, Preston, Lancashire PR1 3EL;
and
(b)
Suite 110, Time Technology Park, Blackburn Road,
Simonstone, Lancs BB12 7TG;
"Management Reports"
shall have the meaning set out in Clause 10.1 (
Management
Information and Audit Requirements) of the Terms and
Conditions;
"MCP"
means Monthly Cash Plan, a scheme which allows payment
of the Licence Fee by way of monthly cash payments;
"Member"
means any person whose application to the Cash Schemes
has been accepted and whose membership has not been
cancelled or otherwise terminated;
"Milestone Date(s)"
means the milestone date(s) set out in Schedule 7
(
Transition);
"Milestone(s)"
means the milestone(s) set out in Schedule 7 (
Transition);
"Minimum Information"
means the staff information which the Service Provider is
required to provide to the BBC and/or the Successor Service
9 of 16
SCHEDULE 1: DEFINITIONS
Provider as set out in paragraph 8 of Schedule 10 (
Exit);
"NCC"
means NCC Escrow International Limited whose registered
office is at Oxford House, Oxford Road, Manchester, M1
7ED, UK;
"Network Operator"
means the operator(s) of the network(s) of outlets at which
point of sale terminals transmit details of payment for the
Licence Fee by persons using Cash Schemes and at the
Effective Date being PayPoint plc (company number
03581541) having its registered office at 1 The Boulevard,
Shire Park, Welwyn Garden City, Herts AL7 1EL;
"Open Book Accounts"
means complete and accurate financial and non-financial
information relating to the Services and how the Service
Charges are calculated, including information relating to:
(a) actual capital expenditure, including capital
replacement costs;
(b)
actual operating expenditure, including the costs of
staff consumables, subcontracted and bought in
Services;
(c)
interest, expenses and other third party financing
costs;
(d)
details of overhead recoveries; and
(e) profit,
all as relate to provision of the Services;
"Open Book Basis"
means the maintenance of the Open Book Accounts by the
Service Provider and the provision of free access for the BBC
to such Open Book Accounts in accordance with Clause 10
(
Management Information and Audit Requirements) of the
Terms and Conditions;
"Over 75 Licence"
means a free Licence available to a person aged 75 years or
older for use at their principal residence;
"Personal Data"
shall have the meaning given to it under Data Protection Law;
10 of 16
SCHEDULE 1: DEFINITIONS
"Personnel"
means all those employees, contractors and agents used by
the Service Provider in connection with this Contract,
together with all such employees, contractors and agents of
any Subcontractors;
[s.43(2)] xxxxxxxxxxx
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
[s.43(2)] xxxxxxxxxxxxxxxxxxx
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
"Prior Contract"
means the Service Provision Agreement for the Management
of TV Licence Card Based Payment and Saving Schemes
between the BBC and the Service Provider dated 23 October
2000;
"Quarter"
shall except for the first Financial Year and the last Financial
Year of this Contract mean each of the periods 1 April to 30
June; 1 July to 30 September; 1 October to 31 December
and 1 January to 31 March in each Financial Year, provided
that in the first Financial Year of this Agreement the
exceptions will be the period from the Effective Date to the
appropriate Quarter date and in the last Financial Year of the
Agreement shall be the period from the final complete
Quarter to the date on which the Contract expires or
terminates;
"Records"
shall have the meaning set out in Clause 10.2 (
Management
Information and Audit Requirements) of the Terms and
Conditions;
"Refunds"
means a money refund made in relation to a Licence issued
to a Customer in accordance with BBC Policies;
"Relevant Transfer"
has the meaning given to that phrase in Regulation 2 of
TUPE;
"Reporting Period"
means each calendar month during the Term;
"Revocation"
means in respect of a Licence, when a letter of revocation is
sent by the Service Provider to the Customer and “Revoke”
11 of 16
SCHEDULE 1: DEFINITIONS
and “Revoked” will be construed accordingly;
"SASSIE"
means any database relating to the administration of TVLSC
which includes BBC Data, as updated from time to time, to
which access is granted to the Service Provider by or on
behalf of the BBC pursuant to this Contract;
"Schedule"
means any of the schedules to this Contract;
"Security Plan"
shall have the meaning set out in Schedule 9 (
Security
Requirements and Disaster Recovery);
"Service Architecture"
means the overall structure of the Service Provider’s
environment within which the Services are to be provided,
which includes the Service Provider’s local area network,
wide area network, hardware, software, computer
peripherals, telephone equipment and any other business
operating systems which are owned by or licensed to the
Service Provider and which the Service Provider uses in
conjunction with the BBC System to provide the Services;
"Service Architecture Design
means the document to be generated by the Service Provider
Document"
in accordance with Clause 12.1 (
Systems and
Documentation) of the Terms and Conditions which details
the Service Architecture and includes the information set out
in Schedule 14 (
Service Provider Documentation);
"Service Charges"
means the charges payable by the BBC to the Service
Provider as set out in Schedule 5 (
Service Charges);
"Service Credits"
means the service credits payable in accordance with
Schedule 4 (
Service Level Agreement);
"Service Levels"
means the service levels to be met by the Service Provider in
providing the Services as set out in Schedule 4 (
Service
Level Agreement);
"Service Provider Accounts"
shall have the meaning set out in paragraph 2 of Schedule 8
(
Accounting Responsibilities);
"Service Provider Contract
means the person designated by the Service Provider from
time to time as responsible for managing this Contract in
12 of 16
SCHEDULE 1: DEFINITIONS
Manager"
accordance with the terms of Schedule 3 (
Governance);
"Service Provider
means any material used by the Service Provider or any
Documentation"
Subcontractor pursuant to this Contract in order to enable the
Service Provider’s employees, Subcontractors, contractors
and agents to supply the Services or which detail the Service
Provider’s business processes in relation to the performance
of the Services as detailed in Schedule 14 (
Service Provider
Documentation);
"Service Provider CEE
shall have the meaning set out in paragraph 2 of Schedule 8
Account"
(
Accounting Responsibilities);
"Service Provider TVLSC
shall have the meaning set out in paragraph 2 of Schedule 8
Account"
(
Accounting Responsibilities);
"Services"
means any services provided or to be provided by the
Service Provider pursuant to this Contract, including without
limitation the Deliverables;
"Services Employees"
shall have the meaning set out in paragraph 8 of Schedule 10
(
Exit);
"Service Start Date"
means 1 April 2008;
"Short Term Licence"
means a Licence described as an “interim” or “transitional”
Licence in the Communications Act 2003;
"Smooth Transition"
means the seamless and effective transition from the Existing
Services to the Services on the Service Start Date (in terms
of the development, testing and implementation of the new
business functions set out in Schedule 7 (
Transition)) and/or
(as appropriate) for the provision of the Services from the
Service Provider to a Successor Service Provider from the
Service Provider on the expiry or termination of this Contract
(including the provision of full cooperation with the BBC, (as
appropriate) and the Successor Service Provider and such
information and assistance as the BBC reasonably requests
in relation to such transition);
"Source Code"
means up to date computer programming code of the
software concerned in human-readable form such as to
enable it to be compiled or interpreted into equivalent object
13 of 16
SCHEDULE 1: DEFINITIONS
code and all other information, software and documentation
necessary for the use, reproduction, modification and
enhancement of the software;
"Statement of Account"
shall have the meaning set out in paragraph 6.1 of Schedule
5 (
Service Charges);
[s.43(2)] xxxxx xxxxx
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
[s.43(2)] xxxxx xxxxx
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
"Subcontractor"
means a subcontractor used by the Service Provider in
connection with the provision of the Services (any such
subcontractors to be approved by the BBC in accordance
with Clause 26 (
Use of Subcontractors) of the Terms and
Conditions);
"Successor Service Provider"
means any service provider to whom responsibility for the
performance of the Services (or part of them or services
similar to the Services) is to be transferred upon the expiry or
termination of the Contract or thereafter, including the BBC or
any third party service provider;
"Telephone Numbers"
means the Customer-facing telephone numbers used in the
provision of the Services;
"Term"
means the Initial Term, together with any extensions to the
Initial Term effected in accordance with Clause 3.3 (
Term of
Contract and Break Option) of the Terms and Conditions
and subject always to early termination of this Contract in
accordance with its terms;
"Termination Charge(s)"
means the payments due (if any) to the Service Provider
upon early termination of this Contract;
"Terms and Conditions"
means the terms and conditions of this Contract, excluding
the Schedules;
"Territory"
means England, Wales, Scotland and Northern Ireland;
14 of 16
SCHEDULE 1: DEFINITIONS
"Third Party IPR"
means any IPR which are used in connection with provision
of the Services and which are owned by a third party;
"Trade Mark Licence"
means the trade mark licence attached at Schedule 13
(
Trade Mark Licence);
"Transferred Employee"
shall have the meaning set out in paragraph 8 of Schedule 10
(
Exit);
"Transition Plan"
means the plan identified as such in Schedule 7 (
Transition);
"Transition"
means the period and/or the activities to be undertaken (as
appropriate) to ensure the successful delivery of all new
business functions as set out in Schedule 7 (
Transition);
"Transition Release"
means a release of new functionality for each new business
function as detailed in paragraph 2.3 of the Transition Plan;
"Transition Release Plan"
means the plan attached at Annex 1 of Schedule 7
(
Transition) containing the activities and Milestones related
to the delivery of each Transition Release;
"Trialling"
means in relation to each Transition Release such testing
and other activities are required to demonstrate that the
Trialling Criteria for each Transition Release are met in
accordance with each Transition Release Plan;
"Trialling Criteria"
means the following criteria:
(a)
that the Services in relation to a Service Area meet the
requirements of Schedule 2 (
Services);
(b)
that the Services in relation to a Service Area meet the
Service Levels;
(c)
that the Services and the provision of such Services in
relation to a Service Area comply with the BBC
Policies and with all Laws;
(d)
that the Services and the provision of such Services in
relation to a Service Area comply in all other respects
with this Contract; and
(e)
that the Services in relation to a Service Area are
15 of 16
SCHEDULE 1: DEFINITIONS
provided to the BBC in the way envisaged by this
Contract.
"TVL Administrator"
means the person appointed by the BBC for the enforcement
and administration of the collection of the Licence Fee and at
the Effective Date being Capita Business Services Limited
(company number 02299747) having its registered office at
71 Victoria Street, Westminster, London SW1H 0XA;
"TVLSC"
means the TV Licensing Savings Card which allows
Customers to save towards the payment of the Licence Fee;
"TV Licence Savings Stamps"
means the savings stamps issued by or on behalf of the
Licensing Authority for purchase by Customers as a means
of saving towards payment of the Licence Fee;
"TUPE"
means the Transfer of Undertakings (Protection of
Employment) Regulations 2006;
"VAT"
means value added tax as provided for in the Value Added
Tax Act 1994 and any similar sales, consumption or turnover
tax introduced within the European Community or elsewhere
in the world;
[s.43(2)] xxxxx
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx
"Year"
means each twelve (12) month period during the Term
commencing on the Service Start Date and every subsequent
anniversary of the Service Start Date.
16 of 16
SCHEDULE 2: SERVICES
Schedule 2: Services
Part A: The Services
1 General
1.1 The Service Provider will provide the Services as set out in paragraph 2 below, in
accordance with the terms of each of:
(a) the Design Principles (attached at Appendix 1);
(b) the TVLSC Work Instructions (attached at Appendix 2);
(c) the RMS Proposal (attached at Appendix 3); and
(d) the RMS Approach to Customer Groups (attached at Appendix 4).
1.2
In the event of any conflict between the terms of paragraph 2 below and the terms of any of
the Appendices attached to this Schedule, the terms of paragraph 2 will prevail.
2 Overarching
Obligations
The Service Provider shall:
2.1
Manage, collect, and account for the Licence Fee under Cash Schemes in accordance with
the terms of this Contract.
2.2 Interface and co-operate with third party interfaces involved in the collection and
enforcement of Licences.
2.3 In performing its obligations under this Contract retain, migrate to more cost-effective
schemes (where possible) and develop the Customer base.
2.4 Transfer Licence Fee Receipts in accordance with Schedule 8 (
Accounting
Responsibilities).
2.5
Keep accurate and up to date records in accordance with the requirements of this Contract
and the effective and efficient operation of the Services.
2.6
Maximise Licence Fee income to the extent possible within the terms of this Contract.
2.7
Manage public acceptance of the Licence through:
(a) an effective, responsive and fair operation for the collection of the Licence Fee; and
(b) communicating the benefits of the Licence funded services.
2.8
Maintain an efficient operation commensurate with the obligations set out in this Contract.
2.9
Provide accurate and timely information pertaining to the obligations of the Service Provider
under this Contract to the BBC as may be reasonably requested by the BBC.
3 Geographical
Coverage
1 of 47
SCHEDULE 2: SERVICES
3.1
The Service Provider shall only be required to provide the Services in the Territory.
3.2
The Service Provider shall on notice from the BBC provide the Services in respect of the
Channel Islands and/or the Isle of Man, subject to agreement via the Change Control
Procedure.
4 Data
Management
4.1 The Service Provider shall maintain and operate information systems to an acceptable
standard to provide the Services interfacing to the BBC Databases.
4.2
The Service Provider shall maintain and enhance the accuracy of existing records within the
BBC Databases, including without limitation, using best endeavours to ensure the removal of
obsolete and duplicate records, using information supplied by Customers, third parties and
the Service Provider’s own endeavours.
4.3
The Service Provider shall add to the BBC Databases, and other data storage systems used
in providing the Service, such Customer data as improves the performance of Services and
value of the BBC Databases, using information supplied from Customers, third parties and
the Service Provider’s own endeavours, ensuring quality, completeness and timeliness of all
data inputted.
4.4 The Service Provider agrees that it will not input or otherwise install data on the BBC
Databases or any database within the Service Architecture where there are foreseeable
legal or contractual limitations on the Service Provider transferring such data to the BBC on
expiry or termination of this Contract, or on the BBC holding, using or disclosing such data
whether under Data Protection Law, third party licences or otherwise, without first obtaining
prior written approval from the BBC.
4.5
In the event that the BBC does grant the approval as set out in paragraph 4.4 above, then
the Service Provider shall keep up to date, comprehensive and accurate records of the data
to which such approval relates and shall provide these records to the BBC annually on each
anniversary of the Contract.
4.6 The Service Provider shall collect information for the BBC Databases including but not
limited to: recruitment route onto scheme, rate of churn, and date of introduction on to Cash
Schemes and such other information as required in order to provide the reports listed in
Annex 1 of Schedule 3 (
Governance).
4.7
The Service Provider will keep CASSIE and SASSIE fully synchronised with LASSY and will
undertake checks no less than once per annum or a period agreed with the TVL
Administrator to ensure that both databases are synchronised on all common fields.
5 Customer
Services
5.1
The Service Provider shall receive, accept, process and validate applications for the Cash
Schemes by post, telephone, online or such other means as agreed with the BBC.
5.2
The Service Provider shall where appropriate revalidate rejected applications for the Cash
Schemes and where appropriate identify other methods of payment and pass relevant
information to any third party as notified by the BBC to enable such third party to despatch
more appropriate information packs or to recruit to other methods of payment.
2 of 47
SCHEDULE 2: SERVICES
5.3
The Service Provider shall identify potential Members, and acquire and retain Members to
the maximum extent possible in accordance with the BBC Policies and all applicable Law.
5.4 The Service Provider shall provide fulfilment of the application including despatch for
signature/extra information including stationery and postage.
5.5
The Service Provider shall send a welcome pack to new Cash Scheme Members which shall
comprise: plastic card, payment schedule (where appropriate), welcome letter, FAQs relating
to the relevant Cash Scheme and local outlet list (when required) or such other content(s) as
is approved by the BBC.
5.6
The Service Provider shall issue statements to Members at specified frequencies as agreed
with the BBC.
5.7
The Service Provider shall provide local call rate and/or FREEphone numbers to handle
applications and answer Customer queries.
5.8
The Service Provider shall effectively and efficiently process and answer Customer enquiries
received through all communication channels.
5.9
The Service Provider shall process Licence application forms for the Cash Schemes and
promptly issue new and renewal Licences in accordance with BBC Policies and all
applicable Law.
5.10 The Service Provider shall process Customer requests including without limitation changes
to Customer’s details and duplicate cards in accordance with BBC Policies and all applicable
Law.
5.11 The Service Provider shall process Customer complaints and compensate the Customer in
accordance with the BBC Policies and shall ensure that the Service Provider’s Customer
complaints policy is applied consistently.
5.12 The Service Provider shall issue application forms in respect of Refunds and make Refunds
of Licence Fee Savings in accordance with the BBC policies.
5.13 The Service Provider shall discount in accordance with all applicable Law in relation to those
Members registered as blind and who have informed the Service Provider of this in their
application form and/or by providing the appropriate documentation.
5.14 The Service Provider shall operate the portfolio of Customer communication channels
including without limitation mail, electronic mail, web, fax, telephone, SMS and minicom, and
introduce new channels upon request or with the prior approval of the BBC.
5.15 The Service Provider shall communicate, both verbally and in writing, with Customer groups
in such languages, including those other than English, agreed with the BBC to be
appropriate to the local market and/or as may be required under legislation including the
Welsh Language Act 1995, the Disability Discrimination Act 1995 and other applicable Law.
5.16
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
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SCHEDULE 2: SERVICES
5.17 The enquiry officer help line shall be available to assist visiting officers on Working Days (as
specified in paragraph 5.16 above).
5.18 The
Service
Provider will accept calls in relation to Customers which are transferred to the
Service Provider from the TVL Administrator and where it is appropriate for a Customer to be
put in contact with the TVL Administrator the Service Provider will transfer calls from such
Customers to the TVL Administrator.
5.19 The TVLSC Work Processes attached at Annex 2 of this Schedule set out the processes to
be followed by the Service Provider in carrying out the administration of TVLSC. For the
avoidance of doubt, the parties may elect to make such amendments in accordance with the
Change Control Procedure if agreed at the relevant time.
6
Fulfilment and Printing
The Service Provider will provide print (including production of all plastic cards), enclosing
and fulfilment services in relation to all mailings to all Customers.
7 Mailing
The Service Provider will provide complete end to end mailing services for all Customers for
each Customer campaign.
8
Managing Applications for Over 75 Licences
8.1
Without prejudice to the generality of paragraphs 4, 5, 6 and 7 of Part A of this Schedule
above, the Service Provider shall provide the following specific services in relation to the
Over 75 Licence.
8.2
The Service Provider shall invite all new Members to apply for an Over 75 Licence if they are
aged 74 or over, and ensure that all existing Members are at least annually, invited to apply
if they are aged 74 or over.
8.3
The Service Provider shall record and store all application details.
8.4
The Service Provider shall adjust the Member’s payment plan to ensure they are licensed
until they are eligible for the Over 75 Licence, issuing a Short Term Licence at the
appropriate time. This may involve refunding Member payments already made, changing
the payment plan, or continuing the payment plan beyond the eligibility for the Over 75
Licence.
8.5
The Service Provider shall pass application information to any third party as notified by the
BBC for validation at times to be agreed with such third party.
8.6
The Service Provider shall be informed by the BBC’s nominated third party provider of the
acceptance or rejection of applications. In the event the Member’s application is accepted,
the Service Provider shall, at the eligibility date or later if the Member payment plan extends
beyond that date, end the Member's membership of the Scheme and pass the Member for
further management by the relevant third party. In the event the Member application is
rejected, the Service Provider shall continue to manage the Member on the Cash Scheme to
ensure they remain properly licensed.
4 of 47
SCHEDULE 2: SERVICES
9 Payment
Channels
9.1
The Service Provider shall maintain and operate the Cash Schemes existing at the date of
this Contract including but not limited to CEE, MCP and TVLSC.
9.2
The Service Provider shall at the BBC's request research, propose, trial and introduce new
payment channels and methods as and when they become lawful.
9.3
The Service Provider shall withdraw payment channels and methods of payment on the
request of the BBC.
9.4
The Service Provider shall use all reasonable endeavours to target and migrate Customers
from their current payment channel and/or method of payment to payment channels and/or
method of payments that satisfy the Customers’ needs and which has a higher retention rate
or is more cost effective to the BBC provided that the Service Provider shall liaise with the
BBC prior to any campaign to encourage such migration.
10
Arrears Management
10.1 The Service Provider shall identify accounts in arrears and generate in a timely manner and
advise Members by an appropriate method of reminders and arrears letters and include
messages on statements in accordance with approved Customer Facing Documentation.
10.2 The Service Provider shall handle dropouts from CEE, MCP and TVLSC in accordance with
agreed business requirements which include but are not limited to, ensuring that the BBC
Databases are amended to reflect the change in status and that relevant details are passed
to third party interfaces where appropriate, for example, but without limitation, to enable
enforcement activity.
10.3 The Service Provider shall Revoke a Licence and cancel and/or redate any part paid
Licences, in each case in accordance with BBC Policies.
11
Reducing Licence Fee Evasion by Customers
11.1 The Service Provider shall take all reasonable steps to reduce evasion of the Licence Fee by
Customers.
11.2 The Service Provider shall co-operate with third parties where appropriate for assisting with
evidence to support prosecutions.
12
Publicity Management and Public Communications
12.1 The Service Provider shall comply with its obligations under Clause 28.1 (
Public Statement)
of the Terms and Conditions.
12.2 The Service Provider shall ensure that sales and marketing, enforcement and/or advertising
campaigns sent or used by the Service Provider are consistent with the other sales and
marketing, enforcement and/or advertising campaigns being conducted by the BBC and do
not have a negative impact on the Licence and BBC brands or reputation.
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SCHEDULE 2: SERVICES
12.3 The Service Provider shall co-operate, distribute and sell in accordance with BBC’s
marketing and or advertising campaigns.
12.4 The Service Provider shall not market or advertise the Services except as directed by the
BBC.
12.5 The Service Provider shall submit to the BBC for approval any new Customer Facing
Documentation and following such approval the Service Provider will use such precedents.
12.6 Save where the BBC has agreed that the Service Provider can issue a response without
consulting the BBC, the Service Provider shall consult with the BBC on:
(a) all enquiries relating to Licence Fee policy and/or the interpretation of BBC Policies;
and
(b) all enquiries received from Members of Parliament (including House of Lords), national
bodies, and national opinion formers (including but not limited to the media, consumer
organisations, political or charitable organisations).
The BBC’s decision as to how these enquiries should be answered shall be final and the
Service Provider shall implement the BBC’s decisions in this respect.
12.7 The Service Provider will ensure all Customer Facing Documentation is kept up to date at all
times with current TV Licensing branding, as notified by the BBC.
13
Third Party Interfaces
13.1 The Service Provider shall maintain and develop suitable interfaces with the Network
Operator, the TVL Administrator and Caring Agencies to facilitate effective and efficient
processing and reconciliation of payments of the Licence Fee and for the smooth running of
Cash Schemes.
13.2 The Service Provider shall interface with, exchange data with, and accept payments from the
Network Operator.
13.3 The Service Provider shall maintain and develop suitable interfaces with Her Majesty’s
Treasury and DCMS to facilitate funds transfer in accordance with Schedule 8 (
Accounting
Responsibilities).
13.4 The Service Provider shall maintain and develop suitable interfaces with third party data
sources, including but not limited to the Network Operator to facilitate efficient, lawful and
timely collection and processing of data relevant to the Services.
13.5 The Service Provider shall provide a telephone help desk during the Working Day for Caring
Agencies, the Network Operator and the TVL Administrator or such other third party as is
nominated by the BBC.
13.6 The Service Provider shall provide Customer Facing Documentation and Service Provider
Material to third parties notified by the BBC to the Service Provider (including but not limited
to the Network Operator) as is required to enable such third parties to issue Licences
pursuant to either a contract between the BBC and such third parties or any duty imposed on
such parties by any applicable Law. The Service Provider shall ensure that all interfaces with
third parties which impact on Customer support levels support the BBC’s brand. The Service
Provider may develop new external relationships where these would support achievement of
the BBC’s business need with prior approval of the BBC.
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SCHEDULE 2: SERVICES
14
PayPoint Location Service
14.1 On a weekly basis the Network Operator will provide an updated list of the addresses of all
agents appointed by the Network Operator to provide over the counter services to
Customers in relation to the Cash Schemes. Upon receipt the Service Provider will match all
Customer postcodes to this list in order to identify the two nearest agents for each postcode.
14.2 In the event that the Service Provider starts to provide the Services in respect of the Channel
Islands and/or the Isle of Man, the BBC will ensure that the Service Provider receives
updated lists on a regular basis of the addresses of all agents providing over the counter
services to Customers in these geographical areas. Upon receipt the Service Provider will
match all Customer postcodes to this list in order to identify the two nearest agents (or such
number as is otherwise agreed by the BBC and the Service Provider) for each postcode.
14.3 The Service Provider will include these postcodes on all relevant mailings to Customers to
ensure Customers are aware of their nearest agents.
14.4 The Service Provider will provide such data on a weekly basis to the TVL Administrator for
use in an Interactive Voice Response (IVR) solution.
14.5 The Service Provider will provide such data on a weekly basis to such third party as is
notified by the BBC to the Service Provider in order that details of a Customer’s nearest
agents can be included in mainstream TVL mailings.
15
Customer Satisfaction Survey
The Service Provider will look at all methods of obtaining Customer feedback and will carry
out a customer satisfaction survey with a sample size of no less than five hundred (500)
individuals at least once each Quarter relating to Customer contact during the preceding
Quarter. The form of such surveys, together with the means by which the results will be
reported to the BBC will be agreed between the BBC and the Service Provider.
16 Call
Recording
The Service Provider will provide call recording for all calls, both inbound and outbound. The
call recordings will be kept for a minimum of six (6) months following the date of the call and
made available to the BBC for call on request for monitoring purposes.
7 of 47
SCHEDULE 2: SERVICES
Part B: Implementation of New Services
1
[s.43(2)] xxxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
2
[s.43(2)] xxxxx xxxxx
2.1
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
2.2
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
2.3
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
2.4
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
2.5
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx
2.6
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
3
[s.43(2)] xxxxx xxxxx xxxxx
3.1
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
8 of 47
SCHEDULE 2: SERVICES
3.2
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
4
[s.43(2)] xxxxx xxxxx xxxxx
4.1
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
4.2
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
4.3
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
4.4
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
4.5
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
4.6
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
4.7
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx
5
[s.43(2)] xxxxx xxxxx xxxxx
5.1
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx
5.2
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
5.3
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
5.4
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
6
[s.43(2)] xxxxx xxxxx
9 of 47
SCHEDULE 2: SERVICES
6.1
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
6.2
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
6.3
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
7
[s.43(2)] xxxxx xxxxx xxxxx xxxxx
7.1
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
7.2
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx
8
[s.43(2)] xxxxx xxxxx xxxxx
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
(a)
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx
(b)
[s.43(2)] xxxxx xxxxx xxxxx
(c)
[s.43(2)] xxxxx xxxxx xxxxx xxxxx
(d)
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
(e)
[s.43(2)] xxxxx xxxxx xxxxx
(f)
[s.43(2)] xxxxx
10 of 47
SCHEDULE 2: SERVICES
Annex 1: Design Principles
1.
All actions must deliver the ultimate goal of maximisation of long term net revenue for the
BBC.
2.
Customers will be able to contact the BBC using the easiest and most convenient method
suited to them.
3.
Customers will be able to make payments to the BBC using the easiest and most convenient
way that is suited to them.
4.
Customers must be dealt with according to their type, propensity to purchase a Licence and,
if possible and pertinent, in a manner they want.
5.
CEE stage 1 is always 6 months long.
6.
CEE stage 2 must be no less than 6 months and no more than 11 months long.
7.
The aim of CEE is to have Customers who have Licences that expire 6 months ahead of the
end of their payment plan for that Licence.
8.
TVLSC Customers can pay at any frequency and value of their choice prior to the issue of the
Licence they are saving for.
9.
Any communications both in content and timings should be aimed at minimising the cost of
servicing the accounts whilst maintaining or enhancing payment performance.
10. Short term cost implications are of lesser importance than maintaining Customer loyalty
(renewal habits).
11. TVLSC Customers are subject to the same enforcement cycle as ordinary counterfoil
Customers.
11 of 47
SCHEDULE 2: SERVICES
Annex 2: TVLSC Work Processes
1 Recruitment
1.1
The criteria for joining TVLSC will be as follows:
1.1.1 Customers must have a valid Licence with at least 3 months left to run;
1.1.2 Must not be a current member of a direct debit scheme;
1.1.3 Must not be a Short Term Licence holder;
1.1.4 Must not be an Over 75 Licence holder; and
1.1.5 Must not live in the Isle of Man or the Channel Islands.
1.2
If a Customer attempts to join TVLSC with less than two months to run they should be invited
to either buy a full fee Licence or Short Term Licence as appropriate, or join a payment
scheme.
1.3
If a current direct debit scheme member wishes to join TVLSC they must leave the direct
debit scheme first.
1.4
If a new joiner is an Over 75 Licence or a Short Term Licence holder, then they do not need
to save for their next Licence so joining the savings scheme would be inappropriate.
2 Membership
Confirmation
2.1
Once the first payment has been received, using any method (payment via the Network
Operator, TV Licence Savings Stamps, credit card etc), the membership must be confirmed
by sending details to LASSY, in the same format as for acceptances in CASSIE. Once
LASSY has processed the file, the control of the Customers is transferred to the Service
Provider. LASSY responds to the confirmation by returning current information about the
Customer, including the Licence information as this could have changed since transition /
acceptance and the first TVLSC payment.
2.2
On LASSY, these Customers are marked as TVLSC Customers. They remain so until the
Service Provider notifies otherwise on the daily file transfer.
3
Interface between Service Provider and TVL Administrator
3.1 Systems
3.1.1 It is of critical importance that the BBC Databases are maintained in complete
synchronicity with the master (LASSY). To achieve this all transactions on one
system are sent to the other and Customer records are maintained by the use of the
URN of a Licence number. LASSY is the only source of Licence numbers and so all
Customers must have a LASSY allocated Licence number.
12 of 47
SCHEDULE 2: SERVICES
3.1.2 To maintain the synchronicity, the daily batch files and the business processes as
agreed with the BBC must be rigorously adhered to.
3.1.3 SASSIE is to produce daily overnight batch files which update LASSY on the status
or a Customer. These are:
(a) Application
Accepted;
(b) Application
Pending;
(c) Application
Rejected;
(d) Membership Terminated (used when a Customer fails to pay); and
(e) Membership Cancelled (used when a Customer chooses to leave the scheme).
3.1.4 When a Customer notifies the Service Provider of a change of name /address, the
administrator has access to LASSY to update the record. LASSY will send back to
CASSIE/ SASSY details of the change in an overnight batch file.
3.1.5 If a Customer informs the TVL Administrator of a change of name / address, these
can be entered to LASSY and added to the normal overnight batch file.
3.1.6 LASSY sends in response to an Accepted record confirmation of the Licence
number, as in some circumstances the Licence number used in the application
process needs to be changed.
3.1.7 If the address provided by the Customer does not exist on LASSY then the Service
Provider must request the TVL Administrator’s Address Management team to create
the address on LASSY for them.
3.1.8 The acceptance record sent by LASSY for a TVLSC Customer also includes the
latest expiry date of the Customer’s Licence.
4 Customer
lifecycle
4.1
The diagram below details the TVLSC customer lifecycle.
13 of 47
SCHEDULE 2: SERVICES
[s.31]
4.2
There will be six Customer states as follows:
[s.31]
5 Statements
5.1
Statements will be issued to Active and Inactive Customers only every Quarter. The final
statement for Active Customers before Licence expiry will be incorporated into the first
renewal document (see enforcement below).
[s.31] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
14 of 47
SCHEDULE 2: SERVICES
5.2
Statement timings will be calculated back from the Licence expiry date. The longest any new
Customer will need to wait for a statement is up to 3 months.
5.3
The statement will contain the average monthly saving required (based on the next Licence
Fee due), the balance and the two nearest over the counter outlets operated by the Network
Operator for payment.
5.4 Statements will be issued to the saver’s address only, except in the case of the first
reminder, which will be issued to the saver’s and Licence holder’s address (where these are
different).
6 Licence
Issue
6.1
[s.31] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx
6.2
[s.31] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx
6.3
[s.31] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
7 [s.31]
xxxxx
xxxxx
7.1
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
7.1.1
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
7.1.2
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
7.1.3
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
7.1.4
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
7.1.5
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
7.2
[s.31] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx
15 of 47
SCHEDULE 2: SERVICES
7.3
[s.31] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
7.4
[s.31] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx
8 Inactive
Customers
8.1
[s.31] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx
9 Auto-Refund
9.1 If a transaction is made against a card registered to an Archived Customer then the
Customer will receive an automatic refund (by cheque).
10 Financial
Transactions
10.1 The majority of financial transactions will be cash paid at location operated by the Network
Operator. Occasionally a Customer may provide some TV Licence Savings Stamps as a
payment. These can be accepted as cash and the value is transferred from the BBC Savings
Stamps holding account to the TVLSC holding account on instruction to the BBC by the
Service Provider.
10.2 If TV Licence Savings Stamps are received by the Service Provider with a request for
encashment, they will be forwarded to the TVL Administrator to process them.
10.3 At any time, Customers may telephone the call centre and pay using a credit card or a debit
card. These transactions will use the same processing routines as used in CASSIE.
10.4 If a Customer decides to leave the TVLSC (a Cancellation), a full refund of any savings will
be made to the saver by cheque issued by the Service Provider.
11 Licence
Fee
11.1 At the time of the first assessment (5 weeks before current Licence expiry), the fee is
calculated.
11.2 Each year there is a new set of fees set up with an effective date of 1 April for the coming
financial year. The Licence Fee to be charged is the amount at the time the Licence is
issued, not the increased amount as at the date on which the Licence will commence. A
Licence cannot be issued more than one month before it is due to come into effect.
11.3 Effectively, this means that a Licence for a Customer with a start date of 1st April will
16 of 47
SCHEDULE 2: SERVICES
normally be issued during March so will be charged at the ‘old’ fee.
11.4 If a Customer with a March or April start date does not have the Licence issued until April,
the fee will be at the new rate. These Customers will be encouraged to pay before April 1st
to take advantage of the ‘old’ fee
11.5 The Blind Concessions of 50% of the full fee is available to Customers who provide suitable
evidence of their sight impairment. These fees are to be used when calculating the fee and
any balance payable for a TVLSC Customer.
11.6 Over-74 Licences are regulated short Licences due to expire at the end of the month prior to
that of the Customer’s 75th birthday. The length is calculated and the appropriate fee is
collected.
12 New
Licence
12.1 When a Licence has been issued, the current Licence record should be marked with the new
Licence expiry date.
12.2 If the Customer supplies their date of birth and will be 75 in the next Licence year, the
Service Provider determines the savings that are required for a Short Term Licence, if
sufficient money has been paid. On issue of a Short Term Licence (at the expiry of the
current Licence) cancel membership and return details to LASSY. If savings are insufficient
the Service Provider awaits receipt of the outstanding money or the month of the 75th
birthday (whichever is the earliest), then issues the Short Term Licence for the sum paid and
returns details to LASSY.
12.3 For all other Customers a new record is created for the following year.
17 of 47
SCHEDULE 2: SERVICES
Annex 3: RMS Proposal
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx [s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx [s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx [s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
[s.43(2)] xxxxx xxxxx
[s.43(2)] xxxxx xxxxx xxxxx
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx [s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx [s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx [s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
[s.43(2)] xxxxx xxxxx
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx [s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx [s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
18 of 47
SCHEDULE 2: SERVICES
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx [s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx [s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx [s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx [s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx [s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
[s.43(2)] xxxxx xxxxx
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
[s.43(2)] xxxxx xxxxx xxxxx
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx [s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx [s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx
19 of 47
SCHEDULE 2: SERVICES
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx
[s.43(2)] xxxxx xxxxx
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx [s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx [s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx [s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx [s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx [s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx [s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
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[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
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[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
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[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
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[s.43(2)] xxxxx xxxxx
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx [s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx [s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx [s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
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[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
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[s.43(2)] xxxxx xxxxx xxxxx
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[s.43(2)] xxxxxxxx
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[s.43(2)] xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
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[s.43(2)] xxxxx xxxxx xxxxx xxxxx
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[s.43(2)] xxxxx xxxxx
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xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
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[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
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[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
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1.
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
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xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
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[s.43(2)] xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
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xxxxx xxxxx xxxxx
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[s.43(2)] xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx [s.43(2)] xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx [s.43(2)] xxxxx xxxxx xxxxx
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[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
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[s.43(2)] xxxxx xxxxx
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[S.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
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[S.43(2)] xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
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SCHEDULE 2: SERVICES
Annex 4: RMS Approach to Customer Groups
[s.43(2)] xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
[s.43(2)]
xxxxx xxxxx
1.1 xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
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xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxxx [s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
1.
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
2.
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
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SCHEDULE 2: SERVICES
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
[s.43(2)]
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
2.1 xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
1.
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
2.
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
3.
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
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SCHEDULE 2: SERVICES
[s.43(2)] xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
3.1 xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
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SCHEDULE 2: SERVICES
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
[s.43(2)] xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
4.1 xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
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[s.43(2)]
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx [s.43(2)]
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
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[s.43(2)]
xxxxx xxxxx xxxxx xxxxx xxxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx [s.43(2)]
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
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SCHEDULE 2: SERVICES
[s.43(2)]
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx [s.43(2)]
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
4.2
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
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SCHEDULE 2: SERVICES
xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx [s.43(2)]
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
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xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
4.3 xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
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4.4 xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
4.4.1
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
[s.43(2)]
4.4.2
xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx [s.43(2)]
xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
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SCHEDULE 2: SERVICES
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx [s.43(2)]
xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
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SCHEDULE 2: SERVICES
[s.43(2)]
xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx [s.43(2)]
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
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SCHEDULE 2: SERVICES
[s.43(2)]
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx [s.43(2)]
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
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SCHEDULE 2: SERVICES
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx [s.43(2)]
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
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SCHEDULE 2: SERVICES
[s.43(2)]
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
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SCHEDULE 2: SERVICES
[s.43(2)]
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
[s.43(2)]
xxxxx xxxxx xxxxx xxxxx xxxxx
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SCHEDULE 2: SERVICES
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[s.43(2)]
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
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SCHEDULE 2: SERVICES
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
[s.43(2)]
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
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SCHEDULE 3: GOVERNANCE
Schedule 3: Governance
1 Introduction
This Schedule sets out the governance and contract management principles which will
apply throughout the Term under the following headings:
1.
Introduction
2. Objectives
3. Contract
Managers
4. Key
Personnel
5.
General Contract Management
6.
Contract Management Meetings
7. Technology-based
Services
8. Reporting
9. Problem
Management
10. Escalation
Procedure
11.
Dispute Resolution Procedure
12. Service
Improvement
13. Benchmarking
2 Objectives
The objectives of the governance measures set out in this Schedule are to:
(a)
provide a management structure with appropriate contract management procedures
and service management procedures;
(b)
to assist in effective communication and collaboration; and
(c)
encourage the Service Provider in the provision of the Services to remain flexible
throughout the Term to respond to the organisational changes and fluctuations in
BBC demands consistent with the Key Principles.
3 Contract
Managers
(a)
The BBC Contract Manager will be
[s.38]xxxxxxxxxxxxxxxxxxxxxxxxxx or such
other person as is notified by the Service Provider from time to time.
(b)
The Service Provider Contract Manager will be
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SCHEDULE 3: GOVERNANCE
[s.38]xxxxxxxxxxxxxxxxxxxxxxxxx, Head of Service Delivery. Any change of
Service Provider Contract Manager will be subject to the terms of Clause 9 (
Key
Personnel) of the Terms and Conditions.
4 Key
Personnel
The Key Personnel for the purposes of this Contract are:
Name Role
John Ricketts
Group Managing Director
[s.40(2)]xxxxxxxxxxxxxxx
Group Operations Director
Barry Pugh
Group IT Director
[s.38]xxxxxxxxxxxxxxxxx
BBC Contract Manager/Head of Service Delivery
TBC
BBC Account Director
5
General Contract Management
5.1
In addition to the meetings detailed in paragraph 6 below, the BBC Contract Manager and
the Service Provider Contract Manager (plus any other individuals as appropriate)
maintain whatever direct day to day contact is necessary to manage the provision of the
Services.
5.2
Throughout the Term, the parties will work together to:
(a)
regularly review the Service Provider’s performance in relation to all aspects of this
Contract;
(b)
agree any changes to this Contract in accordance with the Change Control
Procedure as set out in Schedule 6 (
Change Control);
(c)
continually monitor the Service Provider’s compliance with the Service Levels and
the application of the Service Credits, both as set out in Schedule 4 (
Service Level
Agreement);
(d)
regularly review and assess the success of the provision of the Services and the
development of the Services, making any necessary modifications; and
(e)
provide for the establishment and regular updating of the Minimum Information and
the Exit Plan.
5.3
The Service Provider will provide:
(a)
such support to assist BBC planning for the provision of Services in relation to the
Licence as is reasonably requested by the BBC; and
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SCHEDULE 3: GOVERNANCE
(b)
such access to its senior management as reasonably requested by the BBC.
5.4
The BBC reserves the right for the BBC Contract Manager to be based at the Service
Provider’s premises on either a part or full time basis and in such event the Service
Provider will provide secure, lockable office accommodation for the BBC Contract
Manager’s use with a phone, desk, chair and secure filing facilities. Any such facilities will
be provided at the Service Provider’s expense. The BBC will maintain suitable employers
liability and public liability insurance policies providing cover for the BBC Contract
Manager at the Service Provider’s premises. The BBC will provide relevant copies of
certificates to the Service Provider on request.
6
Contract Management Meetings
6.1
Monthly Contract Management Meetings
6.1.1
Monthly contract management meetings will be held at monthly intervals (or such other
frequency as is agreed between the parties) throughout the Term, commencing on the
Service Start Date, or on such other date as is agreed between the parties.
6.1.2
The minimum attendance at such meetings will be the BBC Contract Manager and the
Service Provider Contract Manager.
6.1.3
The objective of such meetings will be to focus on operational issues including (but not
limited to) current activities, regular reporting of current performance, changes to the
Services, IT developments, strategy and forward planning.
6.1.4
The specific format and agenda for such meetings will be left to the discretion of the BBC
Contract Manager and the Service Provider Contract Manager but will always include the
following items:-
(a)
performance against Service Levels;
(b)
performance against revenue forecasts;
(c)
any proposed changes to the Services;
(d)
action plans to improve service;
(e)
compliance with the Accounting Responsibilities;
(f)
problem management in accordance with paragraph 9 below;
(g)
the volume, nature and status of any Customer complaints;
(h)
a review of recent Charges;
(i)
application of any financial remedies including (without limitation) Service Credits
[s.43(2)]xxxxxxxxxxxxx;
(j)
consideration of actions resulting from the findings of Customer satisfaction surveys
or other quality assurance measures conducted by or on behalf of the BBC;
(k)
publicity and advertising campaigns;
(l)
service improvement reports as described in paragraph 12 below;
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SCHEDULE 3: GOVERNANCE
(m)
objectives for coming months;
(n)
identify any issues requiring resolution to be owned by senior management
(o)
reviews of any proposals related to legislative or regulatory changes; and
(p)
any other issues which may impact upon the smooth and efficient operation of the
Services.
6.1.5
All such meetings shall be chaired by the BBC Contract Manager. Written minutes of all
meetings will be taken by the Service Provider and submitted to the BBC for approval no
later than five (5) days following the meeting but such minutes will not vary or amend this
Contract in any way unless incorporated through the Change Control Procedure.
6.1.6
The Service Provider will ensure the attendance of any member of staff or board member
of the Service Provider at such meetings where reasonably requested by the BBC.
6.1.7
The Service Provider will as soon as reasonably possible after receipt of a written request
from the BBC ensure the attendance of a board member of the Service Provider’s parent
company at a monthly management meeting.
6.2
Quarterly Joint Planning Meetings
6.2.1
Quarterly Joint Planning Meetings will be held promptly after the end of each Quarter
throughout the Term.
6.2.2
The purpose of such meetings shall be to:-
(a)
review performance against the previous Quarter’s quarterly activity plan;
(b)
resolve any issues escalated from the monthly contract meetings;
(c)
review all estimated Charges for the coming Quarter in accordance with Schedule 5
(
Service Charges); and
(d)
agree a quarterly activity plan for the coming Quarter, and review the annual
activities plan for the coming year.
6.2.3
The minimum attendance at such meetings will be the BBC Contract Manager and the
Service Provider Contract Manager.
6.3
Executive Review Meetings
6.3.1
During the first twelve (12) months following the Service Start Date, meetings will be held
promptly after the end of each Quarter between the BBC Head of Revenue Management
and John Ricketts, iQor Group Managing Director, who will have the authority to bind the
Service Provider.
6.3.2
After the first twelve (12) months following the Service Start Date, such meetings will be
held on a six (6) monthly basis throughout the remainder of the Term.
6.3.3
The purpose of such meetings is to discuss the high level strategy for the:
(a)
provision of the Services; and
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(b)
operation of the Agreement.
6.3.4
The IQOR Global Group CEO (Vikas Kapoor or any individual who replaces him in that
role) will attend such meetings on a six (6) monthly basis during the first year of the
contract and annually thereafter for the remainder of the Term.
6.3.5
Service Provider’s Innovation Forum
With effect from the Service Start Date, meetings will be held promptly after the end of
each Quarter between the Service Provider’s contract management team and BBC
representatives to:
(a)
review current strategy with regard to innovation;
(b)
schedule currently presented innovations;
(c)
consider new technology to the marketplace which may be relevant to the Services;
(d)
consider new innovations adopted by the IQOR group of companies;
(e)
set strategic aims as details of new innovation becomes available; and
(f)
agree an implementation plan for any innovation to be undertaken.
7 Technology-based
Services
7.1
The Service Provider will appoint an ITIL-qualified IT services manager who is responsible
for all IT aspects of the provision of the Services.
7.2
The parties will meet on a monthly basis throughout the term to review of all technology-
based aspects of the Services, using the ITIL guidelines as a framework.
7.3
The Service Provider and the BBC will agree a customer satisfaction scorecard which
measures the level of the BBC’s satisfaction with the provision of all technology-based
aspects of the Services on a Quarterly basis and the terms of such scorecard will be
reviewed by the parties every three (3) months during the Term.
7.4
The Service Provider will create and implement a service improvement plan to address
any areas of unsatisfactory performance identified by the scorecard referred to in
paragraph 7.3 above.
7.5
The Service Provider will manage the provision of the Services in accordance with the
BBC Service Management Framework attached at Annex 2 to this Schedule.
8 Reporting
8.1
The Service Provider will provide a monthly report in relation to its performance no later
than the (6th) Working Day of each calendar month during the Term, such report to cover
the provision of the Services during the previous calendar month (or over such other
period of time as is expressly stated in Annex 1).
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8.2
The list of reports to be provided by the Service Provider under paragraph 8.1 are listed in
Annex 1 to this Schedule, such list to be subject to ongoing review by the BBC and the
Service Provider and amended where necessary.
8.3
The Service Provider will provide a daily report to the BBC setting out:-
(a)
the number of applications received by channel; and
(b)
the total amount of money collected by channel.
8.4
The Service Provider will provide any further reports reasonably requested by the BBC.
8.5
The Service Provider will endeavour to develop online access to reporting information for
the BBC.
9 Problem
Management
9.1
For the purposes of this paragraph 9, “
Problem” shall mean any problem or issue
affecting the operation of the Services.
9.2
The Service Provider will submit a Problem management procedure for the BBC’s
approval no less than one (1) month prior to the Service Start Date, which will include
procedures for:-
(a) prioritising
Problems;
(b)
reporting progress on the resolution of Problems; and
(c)
escalating Problems.
9.3
The Service Provider’s Problem management procedure will allow the adjustment of the
priority level of Problems based on the severity of the Problem and will take into account
the length of time which it has taken or is likely to take to achieve resolution.
9.4
The Service Provider will implement the Problem management procedure once agreed
with the BBC pursuant to paragraph 9.2.
9.5
The Service Provider will notify the BBC Contract Manager as soon as reasonably
practicable and provide an exception report (including details of the reason for failure and
of any action being taken to remedy the situation) in the event of any failure to meet any of
the following:-
(a)
the Service Levels;
(b)
the Security Plan; or
(c)
the BBC Policies.
9.6
The Service Provider will notify the BBC Contract Manager and provide an exception
report (including details of the reason for failure and of any action being taken to remedy
the situation) within twenty four (24) hours of notification in the event of any major systems
failure or a failure to transfer funds and/or data in accordance with Schedule 8
(
Accounting Responsibilities).
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10 Escalation
Procedure
10.1
Any dispute which arises in relation to any aspect of this Contract will be subject to the
Escalation Procedure set out in the table below.
10.2
If the Level 1 representatives are unable to resolve the dispute within the period identified
in the table set out in paragraph 10.4 below (or such other period as the relevant
representatives of the parties may agree) then escalation shall continue in relation to each
successive level in accordance with the timetable.
10.3
The joint and unanimous decision of the representatives at whatever level will be binding
on the parties. If a dispute referred to Level 4 is not resolved then the Dispute Resolution
Procedure set out in paragraph 11 below will apply.
10.4
For the purposes of this paragraph 10, the following is the escalation timetable:-
Service Provider
Working Days for
Level
BBC Representative
Representative
Resolution
1 BBC
Contract
BBC Contract Manager
10
Manager/Head of
Service Delivery
2 Group
Operations
BBC TV Licensing Head
10
Director
of Sales and Marketing
3
BBC Account Director
BBC TV Licensing Head
5
of Revenue Management
4
UK Group Managing
BBC Group Finance
5
Director
Director
10.5
The BBC and the Service Provider will continue to perform their respective obligations
under this Contract pending the resolution of a dispute under the Escalation Procedure,
provided that nothing in this paragraph 10 prevents or restricts either party from lawfully
exercising any of its rights under this paragraph 10.
11
Dispute Resolution Procedure
11.1
In the event that any dispute or difference between the parties is not resolved pursuant to
the Escalation Procedure set out in paragraph 10 above, the matter will referred to
mediation in accordance with this paragraph 11, unless within twenty eight (28) days of
becoming aware that such dispute or difference has not been resolved pursuant to the
Escalation Procedure the BBC either:
(a) refers the dispute to Arbitration under the Rules of Arbitration of the International
Chamber of Commerce as in force from time to time, which rules are deemed to be
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SCHEDULE 3: GOVERNANCE
incorporated by reference into this paragraph 11; or
(b) opts to seek expert resolution.
11.2
If the BBC proposes resolution of the matter by expert, (acting as an expert, not an
arbitrator) the expert will be appointed by agreement between the parties, or failing that by
the President for the time being of the Law Society of England & Wales. The decision of
the expert will be final and binding in the absence of manifest error. The costs of the
parties and the expert will be awarded by the expert at his/her discretion.
11.3
In the event that the dispute is referred to mediation, the dispute will be settled by
mediation in accordance with the Centre for Effective Dispute Resolution ("
CEDR") Model
Mediation Procedure (the "
Model Procedure").
11.4
To initiate mediation, a party must give notice in writing (an “
ADR Notice”) to the other
party requesting mediation in accordance with the Model Procedure. A copy of the ADR
Notice will be sent to CEDR by the party requesting mediation.
11.5
If there is any point on the conduct of the mediation (including as to the nomination of the
mediator) upon which the parties cannot agree within fourteen (14) days from the date of
the ADR Notice, the CEDR will, at the request of any party, decide that point for the
parties, having consulted with them.
11.6
Mediation will commence no later than twenty-eight (28) days after the date of the ADR
Notice.
11.7
In the event that mediation fails to resolve the disputed matter, unless within twenty eight
(28) days of becoming aware that mediation has failed to resolve the dispute or difference
the BBC either:
(a) refers the dispute to Arbitration under the Rules of Arbitration of the International
Chamber of Commerce as in force from time to time, which Rules are deemed to be
incorporated by reference into this paragraph 11; or
(b) opts to seek expert resolution,
either party may commence legal proceedings.
11.8
The BBC and the Service Provider will continue to perform their respective obligations
under this Contract pending the resolution of a dispute under the Dispute Resolution
Procedure, provided that nothing in this paragraph 11 prevents or restricts either party
from lawfully exercising any of its rights under this paragraph 11.
12 Service
Improvement
12.1
The Service Provider will produce annually, by the end of each calendar year of the Term,
a service improvement report for the subsequent calendar year, which will set out:-
(a) the potential improvement opportunities for the effectiveness and/or the efficiency of
the Services; and
(b) where appropriate, any service improvements which have been made during the
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previous year.
12.2
The Service Provider will implement such service improvements once agreed with the
BBC.
13 Benchmarking
13.1
Initiation of Benchmarking
(a) The BBC may at its absolute discretion initiate a benchmarking process no more
than once in any period of
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.
The purpose of any benchmarking exercise will be to compare the performance and
price of the whole or any part or parts of the Services against performance and price
achieved by the industry in which the Service Provider operates for the provision of
equivalent services (“
Benchmarking”). Any such Benchmarking will be subject to
the provisions of this paragraph 13.
(b)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxx.
13.2
Benchmark Measurement
(c) In respect of each Benchmarking initiated by the BBC in accordance with this
paragraph 13, the BBC will appoint an independent, established and industry
recognised organisation which has demonstrated significant benchmarking expertise,
experience, methodology and data sources each in relation to the relevant industry
and the Services to be the subject of the Benchmarking, ("
Benchmarker").
(d) The BBC will meet with the Service Provider at least thirty (30) days prior to
engaging a Benchmarker for the purpose of advising the Service Provider of the
Benchmarking proposal which will outline the Benchmarking process
(“
Benchmarking Proposal”).
13.3
Benchmarking Process
(a) The Benchmarking Proposal will include
(i)
the methodology to be used in the Benchmarking;
(ii)
a representative sampling of the comparable third party contracts to be used
for the Benchmarking (the “
Comparators”):
(iii)
the extent that adjustments may reasonably be made without rendering the
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SCHEDULE 3: GOVERNANCE
results of the Benchmarking misleading or inaccurate.
(b) Each Benchmarking will be carried out by the Benchmarker in accordance with this
paragraph 13 including the following general principles and criteria:
(i)
to make the comparison meaningful, there will be a representative, statistical
sampling of relevant services that are comparable to those elements of the
Services which are the subject of the proposed Benchmarking, having regard
to factors such as the nature, size and location of the comparator service
provider/customer, the service levels and volumes, any particular, unusual or
unique circumstances in which the comparable services are received and
supplied, including all exit arrangements and any other relevant factors
(“
Comparable Services”);
(ii)
the data used for the Benchmarking will be reasonably current and no more
than twelve (12) months prior to the date on which the Benchmarking is
commenced.
(c) In respect of each Benchmarking, the Benchmarker will be required to:
(i)
provide a draft report to the BBC and the Service Provider for review;
(ii)
address all reports it produces to both the BBC and the Service Provider and
provide complete copies of written reports of the Benchmarker’s findings to the
BBC and the Service Provider;
(iii)
undertake to keep results or reports produced as a result of the Benchmarking
strictly confidential and comply with any further reasonable confidentiality
requirements of the BBC and the Service Provider;
(iv)
be bound by confidentiality obligations no less stringent than those binding the
BBC in relation to Service Provider’s Confidential Information under this
Contract; and
(v)
undertake not to use any information provided by or on behalf of or accessed
from or relating to (including for the avoidance of doubt this Contract and any
associated agreements) the Service Provider and/or its provision of the
Services in marketing activities or any other benchmarking exercise or similar
exercise.
13.4
Cooperation of Service Provider
The Service Provider will provide full co-operation with and provide copy documents and
primary and/or source data in response to requests reasonably made by the Benchmarker
in order for the Benchmarker to carry out the Benchmarking, including access to relevant
records, subcontractors and Personnel.
13.5
Costs of Benchmarking
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx:
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SCHEDULE 3: GOVERNANCE
(a) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
(b) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx,
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.
13.6
Deficient Performance
(a)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.
(b)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxx:
(i) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxx;
(ii) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
(iii) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxx.
13.7
Uncompetitive Pricing
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[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
13.8
Impact of Benchmarking
(a) The BBC agrees that no Benchmarking should result in material disruption to or
interference with the Service Provider or to the Services being provided by the
Service Provider and that if the Benchmarking does result in such disruption or
interference then the Service Provider will be relieved of its obligations to perform
under this Contract to the extent that it is not able to perform those obligations as a
result of such disruption or interference.
(b) The BBC reserves the right to annul any initiated benchmarking process and to defer
from acting upon the findings of any benchmarking.
(c) The Service Provider acknowledges that the provisions in this paragraph, 13 are for
the benefit of the BBC and are to ensure that this Contract and the Service Charges
continue to remain competitive and provide value for money throughout the Term.
As such, in no event will any Benchmarking result in any increase in the Service
Charges.
12 of 15
SCHEDULE 3: GOVERNANCE
Annex 1: Reports
The reports to be provided by the Service Provider in accordance with paragraph 8 of this
Schedule are as follows:
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
[s.43(2)]xxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxx
[s.43(2)]xxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
[s.43(2)]xxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx:
(a) xxxxxxxxxxxxxxxxxxx
(b) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
13 of 15
SCHEDULE 3: GOVERNANCE
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
(c) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxx
[s.43(2)]xxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
[s.43(2)]xxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
[s.43(2)]xxxxxxxx
Xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.
14 of 15
SCHEDULE 3: GOVERNANCE
Annex 2: BBC Service Management Framework
1
The Service Provider will operate a Service Management Framework in accordance with
ITIL, including but not limited to the following:
(a) Service
Support
(i)
Configuration Management - the management of critical assets (the
“
Configuration Items”), such as hardware, software, documentation and
Personnel.
(ii) Incident & Problem Management - the prevention and resolution of
technology failures.
(iii) Change Management - the management of controlled changes to the
Configuration Items.
(iv)
Service Desk – the management of business support mechanisms.
(v)
Release Management - the management of software implementation and
distribution.
(b) Service
Delivery
(i)
Service Level Management - the measurement of the Service Provider’s
performance against internal and external service level agreements.
(ii)
Capacity Management - the measurement of the performance of the IT
infrastructure.
(iii) Continuity Management - the measurement of the Service Provider’s
readiness for IT disaster recovery.
(iv) Availability Management - the measurement of the availability of the IT
services.
(v)
IT Financial Management -the measurement of the value for money of the IT
service investments
2
The Service Provider will provide information at the Monthly Contract Management
Meetings to demonstrate that processes and management information systems are in
place to manage and monitor the service support and service delivery.
15 of 15
SCHEDULE 4: SERVICE LEVEL AGREEMENT
Schedule 4: Service Level Agreement
1 Background
1.1
The purpose of this Service Level Agreement is to:
(a) define the Service Levels which the Service Provider must meet or exceed in
providing the Services;
(b) provide a points based mechanism by which Service Credits can be applied to
incentivise the Service Provider to meet the Service Levels; and
(c) provide additional contractual remedies (other than Service Credits) for the BBC,
which can be applied if the Service Provider’s performance fails to meet the levels
required.
1.2
The Service Levels are set out in the Annex to this Schedule.
2
Commencement of Service Level Agreement
2.1
From the Service Start Date, the Service Provider will perform the Services so as to meet
or exceed all Service Levels.
2.2
All Service Levels are mutually exclusive.
3
Changes to Service Level Agreement
3.1
As the provision of the Services matures and develops, the parties will consider
appropriate amendments to this Schedule in order to ensure relevance and drive
continuous improvement in the Services. This Schedule will be reviewed by the parties:
(a)
on each anniversary of the Service Start Date;
(b)
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
(c)
immediately in the case of any significant change in process or volume.
3.2
All changes to this Service Level Agreement required as a result of such review will be
agreed through the Change Control Procedure.
4
[s.43(2)] xxxxxxxxxx
4.1
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
1 of 12
SCHEDULE 4: SERVICE LEVEL AGREEMENT
xxxxx xxxxx
4.2
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
4.3
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
4.4
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
(a)
xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
(b)
xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
5
Monitoring and Reporting
5.1
The Service Provider will continuously monitor performance of the Services against all
the Service Levels.
5.2
Service Levels will be measured as follows:
(a)
in respect of all Service Levels which measure availability or accuracy, unless
otherwise stated in the Annex the availability or accuracy will be measured over the
Reporting Period; and
(b)
in respect of all Service Levels which measure numbers of processes, the numbers
will be those described in the relevant Service Level.
5.3
In accordance with the terms of paragraph 8 and Annex 1 of Schedule 3 (
Governance),
the Service Provider will provide to the BBC a written report within
[s.43(2)] xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx during the Term in respect of that
Reporting Period. This report will detail:
(a)
the performance of the Services against each of the Service Levels during the
Reporting Period;
2 of 12
SCHEDULE 4: SERVICE LEVEL AGREEMENT
(b)
reasons for failure to meet any Service Levels;
(c)
any Service Credits which have accrued in relation to each Service Level during
the Reporting Period (and the calculations use by the Service Provider to reach
such amounts); and
(d)
where any Service Level has not been met, planned remedial action detailing
actions to be taken together with timescales for such action in order to restore
performance to the Service Levels; and
(e)
where any Service Level has not been met, any recommendations which are
designed to avoid recurrence of the failure to meet the Service Level.
5.4
When reporting in accordance with this paragraph 5, the Service Provider will ensure
that:
(a)
in respect of all Service Levels which measure availability or accuracy, the
availability or accuracy will be measured over the Reporting Period; and
(b)
in respect of all Service Levels which measure numbers of processes, the numbers
will be those described in the relevant Service Level.
5.5
The Service Provider will provide such additional information as the BBC may reasonably
require in order to verify that the measurement and monitoring tools deployed by the
Service Provider accurately measure the Service Provider’s performance. The provisions
of Clause 10 (
Management Information and Audit Requirements) of the Terms and
Conditions relating to access by the BBC to the Records apply in this respect.
6
[s.43(2)] xxxxx xxxxx xxxxx
6.1
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
6.2
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
6.3
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
6.4
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
3 of 12
SCHEDULE 4: SERVICE LEVEL AGREEMENT
6.5
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
6.6
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
6.7
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
7
[s.43(2)] xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx
8 Remedial
Steps
If at any time after the Service Start Date the Service Provider has failed to meet or
exceed any Service Level, the Service Provider will at its own expense:
(a) arrange and deploy all such additional resources as are necessary to perform the
Services in accordance with the Service Levels as soon as practicable thereafter;
and
(b) at the request of the BBC, promptly remedy any default and/or re-perform any
element of the provision of the Services in relation to which the Service Levels were
not met.
9
Termination for Repeated Failure to meet Service Levels
9.1
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx
(a)
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx
(b)
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
9.2
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
4 of 12
SCHEDULE 4: SERVICE LEVEL AGREEMENT
(a) xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
(b) xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx
9.3
For the avoidance of doubt, where the BBC has not claimed Service Credits for a failure
to meet any Service Level in accordance with paragraph 6.4 above, this is not classified
as a Service Level against which Service Credits cannot accrue under paragraph 9.2(a)
above.
5 of 12
SCHEDULE 4: SERVICE LEVEL AGREEMENT
Annex : Service Levels and Service Credits
1
[s.43(2)] xxxxx
1.1
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
(a) xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
(b) xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
(c) xxxxx
xxxxx
xxxxx
(d) xxxxx xxxxx xxxxx xxxxx
(e) xxxxx xxxxx xxxxx xxxxx
(f)
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
1.2
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
2
[s.43(2)] xxxxx xxxxx xxxxx xxxxx
2.1
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
2.2
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
2.3
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
2.4
[s.43(2)] xxxxx xxxxx
xxxxxxxx
xxxxxxxxxxxxx
xxxxxxxxxxxxx
xxxxxx
xxxxx
xxxxxxxxxxxxxxxxxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxxxxxx
xxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxxxxxxxxxxxxx
xxxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxxxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxxxxx
xx
6 of 12
SCHEDULE 4: SERVICE LEVEL AGREEMENT
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx
xx
xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
Xxxxxxxxxxxxxxx
Xxx
Xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
Xxxxxxxxxxxxx
xxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx
Xxxxxxxxxxxxxxxx
xxxxxxxx
xx
Xxxxxxxxxxxxxxxx
xxxxxxxx
xx
Xxxxxxxxxxxxxxxx
xxxxxxxx
xx
Xxxxxxxxxxxxxx
xxxx
xx
xxxxxxxxxxxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxxxxxxxxxxxxxx
xx
Xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxxxxxxxxxxxxxx
xx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
Xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
xxxxx xxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
xxxxx xxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
Xxxxx xxxxx xxxxx
xxx
Xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
xxx
xx
xxxxx xxxxx xxxxx xxxxx
xxx
xx
xxx
xx
xxx
xx
xxx
xx
Xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
Xxxxx xxxxx xxxxx
xxx
Xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
xxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxx
xx
xxx
xx
xxx
xx
xxx
xx
Xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
Xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
Xxxxx xxxxx xxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
xxxxxxxxxxxxxx
xx
xxxxx
xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
xx
xxxxx xxxxx
xxxxx xxxxx xxxxx
xx
xxxxx xxxxx xxxxx
xx
Xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
Xxxxx xxxxx xxxxx
xxxxxxxxxx
Xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
xxxxxxxxxx
xx
7 of 12
SCHEDULE 4: SERVICE LEVEL AGREEMENT
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxxxxxxx
xx
xxxxxxxxxx
xx
xxxxxxxxxx
xx
xxxxxxxxxx
xx
Xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
Xxxxx xxxxx xxxxx
xxxxxxxxxx
Xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx
Xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
xxxxxxxxxx
Xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx
xxxxxxxxxx
xx
xxxxxxxxxx
xx
Xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
xxx
Xxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
3
[s.43(2)] xxxxx xxxxx xxxxx xxxxx
3.1
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
3.2
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
3.3
xxxxx xxxxx
xxxxxxxx
Xxxxx xxxxx
xxxxxxxxxxxxx
xxxxxx
xxxxx
Xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
Xxxxx xxxxx
xxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
xxxxxxxxxx
xx
8 of 12
SCHEDULE 4: SERVICE LEVEL AGREEMENT
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx
xxxxxxxxxx
xx
Xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
Xxxxx xxxxx
xxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx
xxxxxxxxxx
xx
xxxxxxxxxx
xx
4
[s.43(2)] xxxxx xxxxx xxxxx
4.1
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
4.2
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
4.3
Xxxxx xxxxx xxxxx
xxxxxxxx
Xxxxx xxxxx xxxxx
Xxxxx xxxxx
xxxxxx
xxxxx
Xxxxxxxxxxxxxxxxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
Xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxxxxxxx
xx
xxxxxxxxxx
xx
xxxxxxxxxxxxxxxxxxxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
Xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx
xxxxxxxxxx
xx
xxxxxxxxxx
xx
xxxxxxxxxx
xx
xxxxxxxxxx
xx
xxxxxxxxxx
xx
xxxxxxxxxx
xx
5
[s.43(2)] xxxxx xxxxx xxxxx xxxxx
5.1
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx
9 of 12
SCHEDULE 4: SERVICE LEVEL AGREEMENT
5.2
Xxxxx xxxxx
xxxxxxxx
Xxxxx xxxxx xxxxx
xxxxxxxx xxxxx
xxxxxx
xxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
Xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx
Xxxxx xxxxx
xxxxxxxxxx
xx
Xxxxx xxxxx
xxxxx xxxxx
xxxxx xxxxx
xxxxx xxxxx
xxxxx
6
[s.43(2)] xxxxx xxxxx xxxxx xxxxx
6.1
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
6.2
Xxxxx xxxxx
Xxxxx xxxxx
xxxxxxxx
Xxxxx xxxxx xxxxx
xxxxxx
xxxxx
xxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
Xxxxx xxxxx
Xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
Xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
Xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx
xxxxxxxxxx
xx
xxxxxxxxxx
xx
xxxxxxxxxx
xx
xxxxxxxxxx
xx
xxxxxxxxxx
xx
xxxxxxxxxx
xx
xxxxxxxxxx
xx
xxxxxxxxxx
xx
xxxxxxxxxx
xx
xxxxxxxxxx
xx
xxxxxxxxxx
xx
xxxxxxxxxx
xx
xxxxxxxxxx
xx
xxxxxxxxxx
xx
xxxxxxxxxx
xx
xxxxxxxxxx
xx
10 of 12
SCHEDULE 4: SERVICE LEVEL AGREEMENT
xxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxxxxxxxxxxxxx
Xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx
xxxxxxxxxx
xx
xxxxxxxxxx
xx
xxxxxxxxxx
xx
xxxxxxxxxx
xx
xxxxxxxxxx
xx
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xx
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xx
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xx
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xx
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xx
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xx
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xx
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xx
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xx
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xx
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xx
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xx
xxxxxxxxxx
xx
7
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
7.1
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx
7.2
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
7.3
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
7.4
Xxxxx xxxxx xxxxx
xxxxxxxx
Xxxxx xxxxx xxxxx
Xxxxx xxxxx
xxxxxx
xxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
Xxxxx xxxxx
Xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
Xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
Xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
Xxxxx xxxxx
Xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
Xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
Xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx
xxxxxxxxxx
xx
11 of 12
SCHEDULE 4: SERVICE LEVEL AGREEMENT
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
Xxxxx xxxxx
Xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
Xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
Xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
Xxxxx xxxxx
Xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
Xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
Xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
Xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
Xxxxx xxxxx
Xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
Xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
Xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
Xxxxx xxxxx
xxxxxxxxxx
xx
xxxxx xxxxx xxxxx
12 of 12
SCHEDULE 5: SERVICE CHARGES
Schedule 5: Service Charges
1
[s.43(2)]xxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx:
1. xxxxxxxxxxxxxxx
2. xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
3. xxxxx
4. xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
5. xxxxxxxxxxxxxx
6. xxxxxxxxxxxx
1.1
[s.43(2)]xxxxxxxxxx
Xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxx.
1.2
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxx
(a) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.
(b) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.
1.3
[s.43(2)]xxxxxxxxxxxxxxxxxxxxx
(a) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
1 of 10
SCHEDULE 5: SERVICE CHARGES
xxxxxxxxxxxxxxxxxxxxxxxxxxxx.
(b) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx:
(i) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxx;
(ii) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;
(iii) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
(iv) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxx
(c) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx:
(i) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;
(ii) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;
(iii) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxx;
(iv) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxx.
(d) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx:
xxxxxxxxxxxxxx
xxxxxxxxxxxx
xxxxxxxxxxxxxx
xxxxxxxxxxxxxxx
xxxxxxxxxxxxxx
xxxxxxxxxxxx
xxxxxxxxxxxxxxx
xxxxxxxxxxxxxx
xxxxxxxx
xxxxxxxxxxxxxxx
xxxxxxxxxxxxxx
x
xxxx
xxx
xxxxxxx
xxxxxx
xxxxxxx
xxxxxxxxxxxxxxxx
xxxx
xxx
xxxxxxx
xxxxxxxxxxxxxxxx
2 of 10
SCHEDULE 5: SERVICE CHARGES
xxxx
xxx
xxxxxxx
xxxx
xxx
xxxxxxx
xxxx
xxx
xxxxxxx
xxxx
xxxxxxx
xxxxxxxxxxxxxx
xxxxxxxxxxxx
xxxxxxxxxxxxxx
xxxxxxxxxxxxxxx
xxxxxxxxxxxxxx
xxxxxxxxxxxx
xxxxxxxxxxxxxxx
xxxxxxxxxxxxxx
xxxxxxxx
xxxxxxxxxxxxxxx
xxxxxxxxxxxxxx
xxx
xxx
xxxxxxxx
xxxxxxx
xxxxxxx
xxxxxxxxxxxxxxxx
xxx
xxx
xxxxxxxx
xxxxxxxxxxxxxxxx
xxx
xxx
xxxxxxx
xxxxxxxxxxxxxxxx
xxxxxxx
xxxxxxx
xxx
xxx
xxxxxxx
xxxxxxxxxxxxxxxx
xxx
xxx
xxxxxxx
xxx
xxx
xxxxxxx
xxx
xxxxxxx
xxxxxxxxxxxxxxx
xxxxxxxxxxxx
xxxxxxxxxxxxxx
xxxxxxxxxxxxxxx
xxxxxxxxxxxxxx
xxxxxxxxxxxx
xxxxxxxxxxxxxxx
xxxxxxxxxxxxxx
xxxxxxxx
xxxxxxxxxxxxxxx
xxxxxxxxxxxxxx
xxxx
xxx
xxxxxxx
xxxxxx
xxxxxxx
xxxxxxxxxxxxxxxx
xxxx
xxx
xxxxxxx
xxxxxxxxxxxxxxxx
xxxx
xxx
xxxxxxx
xxxxxxxxxxxxxxxx
xxxxxx
xxxxxx
xxxx
xxx
xxxxxxx
xxxxxxxxxxxxxxxx
xxxx
xxx
xxxxxxx
xxxx
xxx
xxxxxxx
xxxx
xxxxxxx
xxxxxxxxxxxxxxx
xxxxxxxxxxxx
xxxxxxxxxxxxxx
xxxxxxxxxxxxxxx
xxxxxxxxxxxxxx
xxxxxxxxxxxx
xxxxxxxxxxxxxxx
xxxxxxxxxxxxxx
xxxxxxxx
xxxxxxxxxxxxxxx
xxxxxxxxxxxxxx
xxx
xxx
xxxxxxx
xxxxxxx
xxxxxxx
xxxxxxxxxxxxxxxx
xxx
xxx
xxxxxxx
xxxxxxxxxxxxxxxx
xxx
xxx
xxxxxxx
xxxxxxxxxxxxxxxx
xxxxxxx
xxxxxxx
xxx
xxx
xxxxxxx
xxxxxxxxxxxxxxxx
xxx
xxx
xxxxxxx
xxx
xxx
xxxxxxx
xxx
xxxxxxx
xxxxxxxxxxxxxx
xxxxxxxxxxxx
xxxxxxxxxxxxxx
xxxxxxxxxxxxxxx
xxxxxxxxxxxxxx
xxxxxxxxxxxx
xxxxxxxxxxxxxxx
xxxxxxxxxxxxxx
xxxxxxxxx
xxxxxxxxxxxxxxx
xxxxxxxxxxxxxx
xxx
xxx
xxxxxxx
xxxxxx
xxxxxxx
xxxxxxxxxxxxxxxx
xxx
xxx
xxxxxxx
xxxxxxxxxxxxxxxx
xxx
xxx
xxxxxxx
xxxxxxxxxxxxxxxx
xxxxxx
xxxxxxx
xxx
xxx
xxxxxxx
xxxxxxxxxxxxxxxx
xxx
xxx
xxxxxxx
xxx
xxx
xxxxxxx
xxx
xxxxxxx
1.4
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxx
3 of 10
SCHEDULE 5: SERVICE CHARGES
(a) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx:
(i) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;
(ii) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;
(iii) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;
(iv) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
(v) “xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxx
(b) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx:
xxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxx
xxxxxxxx
xxxxxx
xxxxxx
xxxxxx
xxxxxx
xxxxxx
xxxxxx
xxxxxx
xxxxxx
xxxxxx
xxxxxx
xxxxxx
xxxxxx
xxxxxx
xxxxxx
xxxxxx
(c) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.
2
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
2.1
xxxxxxxxxxxxxxxxxxxxx
2.1.1
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxx:
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxx.
4 of 10
SCHEDULE 5: SERVICE CHARGES
2.1.2
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxx.
2.1.3
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.
2.2
xxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.
2.3
xxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxx.
2.4
xxxxxxxxxxxxxxx
2.4.1
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxx:
(a) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
(b) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;
(c) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;
(d) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;
(e) xxxxxxxxxxxxxxxxxxxxxxx;
(f) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;
5 of 10
SCHEDULE 5: SERVICE CHARGES
(g) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxx;
(h) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;
(i) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;
(j) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;
(k) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
(l) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.
2.4.2
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.
2.4.3
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxx.
2.4.4
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.
2.5
xxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.
2.5.1
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx:
(a) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
(b)
xxxxxxxxxxxxxxxxxxxxxxxxxxx;
(c) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;
(d) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;
6 of 10
SCHEDULE 5: SERVICE CHARGES
(e) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;
(f) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;
(g) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
(h) xxxxxxxxxxxxxxxxxxxxx.
2.5.2
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxx.
2.6
xxxxxxxxxxxxxxxxx
2.6.1
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxx.
2.6.2
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.
2.6.3
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.
2.7
xxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.
7 of 10
SCHEDULE 5: SERVICE CHARGES
3
[s.43(2)]xxxxx
3.1
(a) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.
(b) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxx.
(c) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.
(d) xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxx.
4
[s.43(2)]xxxxxxxxxxxxxxxxxxx
4.1
xxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxx.
4.2
xxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
8 of 10
SCHEDULE 5: SERVICE CHARGES
xxxxxxxxxxxxxxxxxxxxxx.
5
[s.43(2)]xxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.
6
[s.43(2)]xxxxxxxxxxxx
6.1
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxx.
6.2
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxx.
6.3
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.
9 of 10
SCHEDULE 5: SERVICE CHARGES
[s.43(2)]xxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.
xxxxxxxx
xxxxxxxxxxxxxx
xxxxxxxxxxxxxxx
xxxxxxxxxxxxxxx
xxxx
xxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxx
xxxx
xxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxx
xxxxxx
xxxxxxxxxxxxxxxxxxx
xxxx
xxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxx
xxxx
xxxxxx
xxxxxxxxxxxxxxxxxxxxxxx
xxxx
xxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxx
xxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxx
xxxxxx
xxxxxxxxxxxxxxxx
xxxx
xxxxxx
xxxxxxxxxxxxxxxx
xxxx
xxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxx
xxxxxx
xxxxxxxxxxxxxxxxxxxx
xxxx
xxxxxx
xxxxxxxxxxxxxx
xxxx
xxxxxx
xxxxxxxxxxxxxxxxxxxxxxxx
xxxx
xxxxxx
10 of 10
SCHEDULE 6: CHANGE CONTROL
Schedule 6: Change Control
1
Principles
Where the BBC or the Service Provider considers there to be a need for a Change (which
term includes modification) to the Contract the BBC may at any time request, and the
Service Provider may at any time recommend, such Change and propose an amendment
to the Contract in accordance with the Change Control Procedure as set out in paragraphs
3 and 4.
2
General Principles
This Schedule sets out the procedure for dealing with Changes. The parties acknowledge
in this respect that:
(a)
it is their intention to operate a Change Control Procedure that does not cause
unnecessary administrative burdens on either party and which recognises the
cooperative nature of the relationship established between the parties and as such
they will always work together in order to implement Changes in a spirit of co-
operation and mutual trust; and
(b)
nothing set out in this Schedule 6 is intended to or will limit the right of the BBC to
receive a reduction in Service Charges, or request a reduction in Services
required, or for the Service Provider to receive an increase in Service Charges, as
a result of a Change if so agreed in the Change Control Procedure.
(c)
For the avoidance of doubt, notwithstanding the provisions of Clause 8.2, the
Service Provider will not be entitled to refuse any Changes that the BBC requests
the Service Provider to make to reflect the BBC Policies. Any such Changes will
include agreement on the timescale for implementation of and adherence to the
new or amended BBC Policy.
(d)
The costs of all Changes will be considered in accordance with paragraph 5 of
Schedule 5 (
Service Charges).
(e)
If the BBC requires any Additional Services it will request such Additional Services
in accordance with the Change Control Procedure and such Additional Services
will be treated as a Change for the purpose of this Schedule 6 (
Change Control
Procedure).
(f)
The BBC and the Service Provider will discuss any Changes proposed by either
party in accordance with Schedule 3 (
Governance).
(g)
The terms of any Change will be agreed between the parties.
1 of 6
SCHEDULE 6: CHANGE CONTROL
(h)
The Service Provider will ensure that it designates sufficient resources to
implement any Changes to the Services in a timely manner and in accordance with
the Change Control Procedure.
3
Procedure for Change Requests
(a)
Where a Change is sought by the BBC, the BBC will submit a Change Request to
the Service Provider. The Service Provider will, unless otherwise agreed, submit a
Change Control Notice ("
CCN") in the form set out in the Appendix to this
Schedule 6 to the BBC within
[s.43(2)] xxxxxxxxxxxxxxxxxxxx of receipt of the
Change Request or such longer period as is agreed. If the Service Provider
requires any clarifications in respect of the BBC's Change Request before it can
deliver the CCN, then it will notify the BBC as soon as practicable (and in any
event in not more than
[s.43(2)] xxxxxxxxxxxxxxxxxxxxx and the BBC will
respond as soon as is reasonably practicable.
(b)
Where a Change is sought by the Service Provider, the Service Provider will
submit a Change Request to the BBC and will at the same time also submit a
CCN.
(c)
All Change Requests will be logged, documented and prioritised by the BBC in
consultation with the Service Provider.
(d)
Each Change Request will be in writing and will state:
(i)
the title of the Change;
(ii)
the originator and date of the Change Request;
(iii)
the reason for the Change;
(iv)
full details of the Change including any available specifications;
(v)
business benefits of the change where applicable; and
(vi)
a timetable for implementation of the Change.
4
Change Control Notice
(a)
Each CCN will contain:
(i)
the title of the Change;
2 of 6
SCHEDULE 6: CHANGE CONTROL
(ii)
the originator and date of the request or recommendation for the Change;
(iii)
the reason for the Change;
(iv)
full details of the Change including any specifications and user facilities;
(v)
the steps taken to minimise the cost or maximise the cost reduction
resulting from the Change;
(vi)
the proposed variation to the Service Charges, if any, resulting from such
Change (calculated by reference to Schedule 5 (
Service Charges));
(vii)
a timetable for implementation together with any proposals for any trialling
or testing of the Change;
(viii)
the impact, if any, of the Change on other aspects of the Contract;
(ix)
the date of expiry of validity of the CCN;
(x)
provision for signature by the BBC and by the Service Provider;
(xi)
any proposed amendments to the Contract documentation;
(xii)
clearly define who owns the intellectual property
(xiii)
any anticipated impact on any third party; and
(xiv)
any other relevant information as agreed by both parties.
(b)
The Service Provider will assess and document the potential impact of the
proposed CCN before it can be approved or implemented.
(c)
For each CCN submitted, the BBC will, within the period of the validity of the CCN;
(i)
allocate a sequential number to the CCN;
(ii)
evaluate the CCN and as appropriate either:
(A)
request further information; or
(B)
approve the CCN; or
(C)
notify the Service Provider of the rejection of the CCN.
(d)
The BBC will evaluate the CCNs raised by the Service Provider pursuant to this
Schedule 6 within a reasonable timescale of receiving any further information
requested in accordance with paragraph 4(c)(ii)(A).
3 of 6
SCHEDULE 6: CHANGE CONTROL
(e)
If the CCN is approved by the BBC, the Service Provider will arrange for a copy of
the approved amendment of the Contract which forms part of the CCN to be
signed by authorised representatives of each party on behalf of the BBC and the
Service Provider.
(f)
No proposed CCN will be implemented by the Service Provider until such a time as
it has been executed by both parties.
(g)
Until such time as an approved CCN has been signed and agreed in accordance
with Paragraph 4(e), then:
(i)
unless expressly agreed otherwise in writing, the Service Provider will
continue to provide the Services and the BBC will continue to pay the
Service Provider in accordance with the existing terms of the Contract; and
(ii)
any discussions or related communications regarding the proposed
Change will be without prejudice to each party's other rights under this
Contract.
(h)
A CCN executed by the authorised representatives of both parties will constitute
an amendment to this Contract.
4 of 6
SCHEDULE 6: CHANGE CONTROL
Annex: Change Control Notice
CHANGE CONTROL NOTICE
Ref:
No:
Title of Change:
Date:
Details of Change:
Reasons of Change:
Impact of Change:
Timetable:
Price:
Originator:
5 of 6
SCHEDULE 6: CHANGE CONTROL
AMENDMENT NUMBER [
] TO THE CONTRACT DATED THE [
] DAY OF [ ]
between
(1)
THE BRITISH BROADCASTING CORPORATION whose principal place of business is at
Broadcasting House, Portland Place, London W1A 1AA, U.K. (the “
BBC”); and
(2)
REVENUES MANAGEMENT SERVICES LIMITED (company number 02404237) whose
registered office is at 33/34 Winckley Square, Preston, Lancashire PR1 3EL (the “
Service
Provider”).
BACKGROUND:
The parties entered into a Contract for the Administration of TV Licensing Cash Schemes dated [ ]
2007 (the “
Original Contract”) and now wish to amend the Original Contract.
OPERATIVE PROVISIONS:
1.
With effect from the [
] day of [
] the Original Contract will be amended as
set out in Clause 3 of this Amendment.
2.
Save as set out in this Amendment all other terms and conditions of the Original Contract
will remain in full force and effect.
3.
The amendments to the Original Contract are as follows:
[ ]
Signed for and on behalf of the
British Broadcasting Corporation
Signature:
……………………………………………………
Name: …………………………………………………….
Title: …………………………………………………….
Date: …………………………………………………….
Signed for and on behalf of
Revenues Management Services Limited
Signature:
……………………………………………………
Name: …………………………………………………….
Title: …………………………………………………….
Date: …………………………………………………….
6 of 6
SCHEDULE 7: TRANSITION
Schedule 7: Transition
1
[s.43(2)] xxxxxxxxx
1.1
xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx
(a)
xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
(b) xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
(c)
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
(d)
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
(e)
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
(f)
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
2
[s.43(2)] xxxxx xxxxx xxxxx
2.1
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx
2.2
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
2.3
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
(a) xxxxxxxxxxxx
(b) xxxxxxxxxxxxxx
(c) xxxxxxxxxxxxxxx
(d) xxxxxxxxxxxxxx
(e) xxxxxxxxx
2.4
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
1 of 5
SCHEDULE 7: TRANSITION
(a)
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
(b)
xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
(c)
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
(d)
xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
(e)
xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
(f)
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
2.5
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
2.6
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
2.7
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx
2.8
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
2.9
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
2.10
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
2 of 5
SCHEDULE 7: TRANSITION
xxx
xxxxxxxxxxxxxx
xxxxxxxxx
xxxxxxxxxxxxxxxxxx
xx
xxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxx
xxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxx
xx
xxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxx
x
xxxxxxxxxxxxxxxxxxxxx
xx
xxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxx
xx
xxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxx
2.11
(a)
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
(b)
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx
(c)
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
(i)
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
(ii)
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
(d)
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
2.12
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
2.13
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
3
[s.43(2)] xxxxx xxxxx xxxxx xxxxx
3.1
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx
(a)
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
3 of 5
SCHEDULE 7: TRANSITION
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
(b)
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
(c)
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
4 of 5
SCHEDULE 7: TRANSITION
Annex: High Level Transition Plan
[s.43(2)]
5 of 5
SCHEDULE 8: ACCOUNTING RESPONSIBILITIES
Schedule 8: Accounting Responsibilities
1 General
1.1
The objective of this Schedule is to ensure that the Service Provider will maintain safe and
efficient arrangements at all times for the receipt, accounting and transfer of Licence Fee
Receipts and Licence Fee Savings.
1.2
The Service Provider will in accordance with the terms of this Schedule:
(a)
collect Licence Fee Receipts and Licence Fee Savings;
(b)
record Licences issued;
(c)
account for cash collected under CEE and TVLSC; and
(d)
account and pay into the CEE DCMS Account and the BBC TVLSC Account (or
other account(s) as specified by the BBC) to the order of the BBC, all cash and
Licence Fee Receipts, Licence Fee Savings and reimbursements of savings to
Subscribers, as set out below and in accordance with the instructions of the BBC as
currently detailed in this Schedule.
2 Bank
Accounts
2.1
The Service Provider will open two (2) designated bank accounts as follows:
(a) one for the TVLSC Licence Fee Savings (the “
Service Provider TVLSC
Account”); and
(b)
one for CEE Licence Fee Receipts (the “
Service Provider CEE Account”),
together the “
Service Provider Accounts” to the benefit of the BBC as the Licensing
Authority (to be held in escrow) of which full details will be provided in writing to the BBC
for the receipt of funds from the Network Operator and from Subscribers directly.
2.2
The Service Provider will ensure that:-
(a)
the funds in the Service Provider Accounts are maintained completely separately
from each other and from any other funds for which the Service Provider has
responsibility; and
(b)
the funds may only be paid from the Service Provider Accounts on the order of the
BBC and only either to the BBC or H.M. Treasury or to Subscribers in respect of
monies as described below:
(i)
The Service Provider CEE Account receives Licence Fee Receipts and
Licence Fee Savings from the Network Operator and directly from
Subscribers. Reimbursements of CEE Licence Fee Savings are made from
this account where a Licence is no longer required under CEE; or
(ii)
The Service Provider TVLSC Account receives Licence Fee Savings paid by
debit and credit card from Subscribers over the telephone and is used for
reimbursement of those TVLSC Licence Fee Savings on demand from
1 of 4
SCHEDULE 8: ACCOUNTING RESPONSIBILITIES
Subscribers of the TVLSC.
3
Transfer of Funds
3.1
In relation to CEE:
(a)
With effect from 1st April 2008 the Service Provider will make one (1) payment to
the CEE DCMS Account no later than 10.00am each Working Day. The payment
will be the balance held in the Service Provider CEE Account at close of business
on the previous Working Day excluding the on account payment of the previous
Working Day where this has not cleared;
(b)
The Service Provider will ensure that the transfer to the CEE DCMS Account in
accordance with paragraph (a) above will be undertaken on each Working Day in a
manner which ensures that no cash flow benefit will accrue to the Service Provider;
(c)
The Service Provider will send notification
of the daily amount being transferred to
the CEE DCMS Account no later than 10.00am each Working Day to the BBC and
DCMS, such notification to be sent by email for the attention of such individuals as
the BBC will notify in writing;
(d)
The Service Provider will send a summary schedule showing each of the payments
made during the week and an aggregation of such payments no later than 4.00p.m.
on the final Working Day of each week, such schedule to be sent by email for the
attention of such person as the BBC will notify in writing;
(e)
The daily transfer of funds to the CEE DCMS Account will continue throughout the
Term or until such time as the DCMS or H.M. Treasury use their discretion to
instruct that an alternative payment arrangement should be introduced; and
(f)
In the event that the Service Provider fails to transfer one hundred per cent (100%)
of the balance held in the Service Provider CEE Account to the CEE DCMS
Account by 10 a.m. on the Working Day following the Working Day on which such
funds should have been transferred under paragraph (a) above, the Service
Provider will remit to the DCMS the total amount of any interest earned on such
funds between the time at which they should have been transferred to the CEE
DCMS Account under paragraph (a) above and the time at which the actual transfer
is made. Any such interest should be remitted to the DCMS no later than the first
Working Day of the month following the month in which the late transfer is made.
3.2
In relation to TVLSC, in the event that reimbursements referred to in paragraph 2.2(b)(ii)
above exceed the total TVLSC Licence Fee Savings collected, the Service Provider will
request a transfer of additional funds from the BBC. In the event that the balance on the
Service Provider TVLSC Account at the end of any Reporting Period exceeds one
hundred and fifty thousand pounds (£150,000) or such other amount which will exceed
ongoing requirements as may be determined by the BBC from time to time, the Service
Provider will transfer the surplus to the BBC in accordance with the BBC’s instructions.
4 Reconciliation
2 of 4
SCHEDULE 8: ACCOUNTING RESPONSIBILITIES
4.1
Within three (3) Working Days following the end of each Reporting Period, the Service
Provider will reconcile the value of Licences issued in CEE (after deducting appropriate
reductions and allowances) with the total “on account payments” to DCMS during the
Reporting Period.
4.2
Where the reconciliation in paragraph 4.1 shows that insufficient funds were transferred to
DCMS during the Reporting Period, the outstanding sum will be paid to DCMS on the first
possible working day of the month following the Reporting Period.
4.3
Where the reconciliation in paragraph 4.2 shows that excess funds were transferred to
DCMS during the Reporting Period, a sum equal to the excess funds transferred shall be
deducted from the “on account payment” on the fourth (4th) Working Day following the end
of the Reporting Period.
4.4
Within five (5) Working Days following the end of each Reporting Period, the Service
Provider will provide a detailed reconciliation of the value of TVLSC Licence Fee Savings
collected by the Service Provider and the Network Operator to the sum of cash held in the
Service Provider TVLSC Account and the BBC TVLSC Account.
The Service Provider will
be given read only on line access to the BBC TVLSC Account for this purpose.
4.5
The Service Provider will rectify any error correctly notified by the BBC or any error found
by the Service Provider as a result of the reconciliation under this paragraph 4.
5
Weekly Reporting Requirements
The Service Provider will supply to the BBC and the TVL Administrator, no later than
10am on the first Working Day of each week, a breakdown of volume and value of the
Licences issued to date showing the number of TVLSC Licences issued on each day and
in each month of the Financial Year to date up to and including the Friday of the previous
week.
6
Monthly Reporting Requirements
6.1
Within three (3) Working Days following the end of each Reporting Period, the Service
Provider will send a statement to the BBC, the TVL Administrator and the DCMS with
separate accounts for CEE and TVLSC of:
(a) Licences sold (volume, value and type) by the Service Provider (including
Reimbursements, Revocations and Cancellations);
(b)
Statutory discounts given to the registered blind;
(c)
Total cash received by channel and transferred to the CEE DCMS Account and the
BBC TVLSC Account each month;
(d)
Total reimbursements to Subscribers under the CEE or the TVLSC;
(e)
Total cash due to DCMS;
(f)
Debtor and creditor balances for CEE Subscribers; and
3 of 4
SCHEDULE 8: ACCOUNTING RESPONSIBILITIES
(g)
Statement of Short Term Licences issued.
6.2
Within five (5) Working Days following the end of each Reporting Period, the Service
Provider will send a statement to the BBC and the DCMS
with separate accounts for CEE
and TVLSC of:
(a)
Bank reconciliation of the Service Provider Accounts;
(b)
Statement reconciling the face value of TVLSC Licences issued less appropriate
reductions and allowances to the Licence Fee Receipts less reimbursements of
savings to Subscribers; and
(c)
Statement reconciling balance in (b) above to cash balances held in the Service
Provider Account and BBC savings holding account for TVLSC.
7
Year End Reporting Requirements
7.1
The Service Provider will supply to the BBC, the TVL Administrator and the DCMS within
four (4) Working Days following the end of each Financial Year a settlement statement
relating to that Financial Year. Each settlement statement will include details of all
transactions processed by the Service Provider in each of the Cash Schemes during the
previous Financial Year. The first statement will be supplied no later than 6th April 2009
and will relate to the period from 1st April 2008 to 31st March 2009. Such statement will
include a statement of the cash value of the movements in the opening and closing
debtors and creditors.
7.2
The Service Provider will arrange at its own expense, under a joint engagement with the
BBC, for each statement listed below to be audited and reported on by the Service
Provider’s external auditors. The audit reports will include (without limitation) a
reconciliation of cash and charges. The Service Provider will deliver the audit report to
the BBC no later than 30th April of each year during the Term. Such audit reports will
cover:
(a)
Statement of Licences issued, Cash receipts and disbursements and associated
debtor and creditor balances for CEE;
(b)
Statement of Licences issued, cash receipts and disbursements and associated
bank reconciliation for TVLSC;
(c)
Statement of Service Charges to the BBC for CEE;
(d)
Statement of Service Charges to the BBC for TVLSC; and
(e)
Statement of Account.
7.3
The Service Provider will permit the BBC to determine the scope of the audit referred to in
paragraph 7.2 in order to enable them to prepare a report expressing an opinion on
whether or not the statement constitutes a true and fair record of the transactions
undertaken by the Service Provider pursuant to this Contract during the relevant Financial
Year. The engagement letter for the audit should be drafted and signed off by all parties
no later than 31st March of the relevant year.
4 of 4
SCHEDULE 9: SECURITY REQUIREMENTS AND DISASTER RECOVERY
Schedule 9: Security Requirements and Disaster Recovery
1 Security
Requirements
1.1
No later than one (1) month prior to the Service Start Date, the Service Provider will
submit a draft system security plan to the BBC for approval. The BBC will review the draft
plan and once approved by the BBC will be implemented (the “
Security Plan”).
1.2
The Security Plan will be annually updated, reviewed and an amended version agreed by
the BBC and the Service Provider no later than each anniversary of the Service Start
Date.
1.3
The Security Plan will include, but not be limited, to the following:-
(a)
assessment of the level of security required;
(b)
details of the security requirements and implementation for each component
identified in the Security Plan; and
(c)
definition of potential security threats and counter measures.
1.4
The Service Provider will ensure that all BBC Databases, any other database which
contains BBC Data and which is used, created or generated by the Service Provider for
the purposes of the provision of the Services and any other BBC Data held by the Service
Provider are kept in a secure environment with suitable access control measures, such
measures to be fully defined in the Security Plan.
1.5
The Service Provider will take appropriate measures to protect all BBC Databases and the
Service Provider Infrastructure from unauthorised use, access or incursion (whether
internal or external) and will define all links and controls in the Security Plan.
2 Disaster
Recovery
2.1
No later than one (1) month prior to the Service Start Date, the Service Provider will
submit a draft disaster recovery plan to the BBC for approval. The BBC will review the
draft plan and once approved by the BBC will be implemented (the “
Disaster Recovery
Plan”).
2.2
The Disaster Recovery Plan will be annually updated, reviewed and an amended version
agreed by the BBC and the Service Provider no later than each anniversary of the Service
Start Date.
2.3
The Disaster Recovery Plan will:
(a)
cover all locations from which any elements of the Services are performed;
(b)
cover recovery arrangements from all potential service outages; and
(c)
ensure that in the event of a disaster or disabling event a set of procedures and
practices are in place to mitigate risk, and ensure the availability of Services.
1 of 3
SCHEDULE 9: SECURITY REQUIREMENTS AND DISASTER RECOVERY
2.4
The Disaster Recovery Plan will enable the Service Provider to identify and prioritise the
criticality of each element of the Services and will contain, but not be limited to:-
(a)
a risk analysis of possible service outages;
(b) alert procedures which describe the immediate actions for assessment and
notification of incidents to be taken following an incident which causes Service
Levels not to be met;
(c)
emergency procedures which describe the procedures to be followed when an
emergency has been declared;
(d)
recovery procedures which describe the action to be taken when the Disaster
Recovery Plan has been invoked;
(e)
reinstatement procedures which describe the action to be taken to return to normal
operations;
(f)
details of disaster recovery facilities, including arrangements with third party
suppliers;
(g)
test procedures which specify how and when the Disaster Recovery Plan will be
tested, including specifications of the testing method;
(h)
details of the process for review of the Disaster Recover Plan;
(i)
data backup practices which ensure that at any point in time a secure copy of the
BBC Data which is
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx is
available offsite and that such copy is recoverable on media from which the BBC
Data can be reloaded in the event of any corruption or loss of the BBC Data;
(j)
procedures to ensure that in the event of a disaster the Services are restored
promptly and with as little disruption as possible and procedures to fully reinstate
critical systems and Services
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;
(k)
procedures to ensure that in the event that the Service Provider’s online facility for
Customers becomes unavailable for any reason, the Service Provider will
undertake all reasonable endeavours to restore such facility:
(i)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
(ii)
[s.43(2)]xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx;
(l)
specifications of the hardware, software, telecommunications, sites and suppliers of
disaster recovery facilities upon which the Service Provider will be relying in the
event of a disaster; and
(m) details of any training which will be given to the service Provider’s personnel to
ensure that they have the necessary skills to be able to implement the Disaster
Recovery Plan.
2 of 3
SCHEDULE 9: SECURITY REQUIREMENTS AND DISASTER RECOVERY
2.5
The Service Provider will ensure that the Disaster Recovery Plan is reviewed and tested
as required but in any event at least annually, to take account of any changes in business
processes and technology used to provide the Services.
2.6
The Service Provider will notify the BBC at least thirty (30) days prior to each the testing of
the Disaster Recovery Plan and the BBC or its nominated representative may attend the
tests for the Disaster Recovery Plan. The first such test will be no later than six (6) months
from the Service Start Date.
2.7
In the event of a disaster or disabling event and the relocation of any part of the Services
to a temporary location or environment, normal operational processes shall apply at such
location or environment.
2.8
For the avoidance of doubt, for the purposes of this Schedule, remittance of revenue to
the BBC shall be prioritised as a critical element of the Services.
3 of 3
SCHEDULE 10: EXIT
Schedule 10: Exit
1 Introduction
This Schedule specifies the obligations of the parties in respect of exit arrangements at
the end of the Contract. Notwithstanding anything contained in this Schedule or
elsewhere in the Contract, the primary objective of the parties in exercising the exit and
service transition arrangements as set out in this Schedule is to ensure a smooth
transition of the Services or similar services in whole or in part and the transfer of any
appropriate assets and agreements to the Successor Service Provider or the BBC
following expiry or termination of this Contract.
2 Exit
Plan
2.1
Within six (6) months following the Effective Date the Service Provider will prepare, in
consultation with the BBC, a draft exit plan (the “
Draft Exit Plan”) which will identify and
detail the key elements necessary for ensuring a Smooth Transition to a Successor
Service Provider or to the BBC and which will include but not be limited to the following
matters:
(a) a specification of the Services provided by the Service Provider under this Contract,
comprising main functions and the processes and software applications required to
support these functions;
(b) a list, by reference to each of the Services, of the staff used by the Service Provider
to provide each element of the Services, specifying whether such staff are wholly or
partly dedicated to the provision of the Services. If such staff are also involved in
providing services to other customers of the Services Provider, the list should specify
the proportion of time which such staff dedicate to the provision of the Services. The
list should also specify and categorise the roles of the Key Personnel by reference to
the Services, together with the number and roles of all supervisory staff used to
provide the Services;
(c) to the extent not provided for in paragraph (b) above, and if the BBC so requests, the
Minimum Information, as set out in paragraph 8.4 below;
(d) the management and governance structure to be employed during transfer (including
interfaces with any Successor Service Provider);
(e) the method by which systems and the Services could be divided to enable part or full
termination of the Services;
(f) the Service Provider’s intentions as to which employee posts involved in the
provision of the Services will be available for transfer under the terms of TUPE;
(g) a detailed description of the transfer process which could be used in conjunction with
any Successor Service Provider including details of the means to ensure continuing
1 of 10
SCHEDULE 10: EXIT
provision of the Services throughout the transfer process or until the cessation of the
Services;
(h) specification of process and roles and responsibilities for the identification and
transfer of such information as may be reasonably required in order to effect a
smooth transition and the controlling and tracking of changes to the Minimum
Information and the Service Design Document;
(i)
a copy of any user licences entered into by the Service Provider for the provision of
the Services and the terms of maintenance agreements for software and hardware;
(j)
specification of the activities of the Subcontractors which the parties may reasonably
be required to carry out in order to effect a smooth transition;
(k) specification of an estimated timetable for completion and delivery of all elements of
the exit and transfer arrangements, including descriptions of activities and all
relevant timescales and milestones, identifying any major risks or unresolved issues
associated with these activities;
(l)
all dependencies on the BBC and any Successor Service Provider should be clearly
set out, as should any constraints or restrictions, for example concerning access to
premises, staff, transfer of staff from the Service Provider; and
(m) without prejudice to Clauses 17 (
Intellectual Property Rights), 19.2(b) (
Exit Plan
and Consequences of Termination) and 22 (
Confidentiality) of the Terms and
Conditions, the obligations of the Service Provider in relation to the transfer of
knowledge obtained during the performance of the Services which will, as a
minimum include the following principles:
(i)
The Service Provider will transfer to the BBC (or any Successor Service
Provider) all information, knowledge, data, know how and ideas relating to the
Services that the Service Provider (or any Subcontractors) has obtained
during the provision of the Services (up to the date of termination or expiry of
this Contract) which is necessary to enable the BBC or any Successor Service
Provider) to perform the Services and /or utilise the BBC System;
(ii)
Such knowledge will be transferred in such format as the BBC may advise
from time to time, but in any event will be provided in written form and
delivered to the BBC (in electronic, machine readable form) within two weeks
of the commencement of the execution of the Exit Plan;
(iii)
Specific items of knowledge to be transferred (or where applicable and set out
below, licensed) include the most current, up to date and detailed versions of:
A)
all information with respect to governance and reporting arrangements,
including project management, escalation and notification, operation of
the Change Control Procedure, quality control, risk and issues
management and actions management;
2 of 10
SCHEDULE 10: EXIT
B)
risks and issues logs;
C)
details of where information and data is stored and/or available; and
D)
any
information and/or documentation, including technical specifications
and detailed process maps relating to the systems and processes
utilised by the Service Provider in the provision of the Services.
2.2
The Service Provider will seek the BBC’s approval of the Draft Exit Plan and upon
approval it will constitute the Exit Plan.
2.3
The Exit Plan will be annually updated, reviewed and agreed by the Service Provider and
the BBC on or about the anniversary of the approval of the Exit Plan by the BBC pursuant
to paragraph 2.2 above.
2.4
The Exit Plan will contain provisions covering the revisions to the standard plan that will
be required were this Contract to be terminated with immediate effect in accordance with
Clause 18.1 (
Termination) of the Terms and Conditions.
2.5
In the event an Exit Plan has not been produced at the date of termination in whole or
part of this Contract, this Schedule will operate as the Exit Plan.
3
Execution of the Exit Plan
3.1
The following terms will apply in the event of notice being given of termination, for any
reason, or where no such notice has been given, fifteen (15) months prior to expiry of this
Contract.
3.2
The BBC and the Service Provider will agree (such agreement not to be unreasonably
withheld or delayed) the actions that will be carried out based on the then current Exit
Plan described in paragraph 2.3 above.
3.3 In
addition:
(a) the BBC and the Service Provider will each, not later than three (3) Working Days
after the date of notice of termination, if notice of termination has been given, or not
later than fifteen (15) months prior to expiry of this Contract, nominate a project
manager to ensure that their respective responsibilities under this Schedule are met
and will notify the other party of his/her identity;
(b) the BBC and the Service Provider will, not later than fourteen (14) Working Days
after the date of notice of termination, if notice of termination has been given, or
fifteen (15) months prior to expiry of this Contract, agree a process, roles and
responsibilities for the identification and transfer of information and for the controlling
and tracking of changes to the Minimum Information (as defined in paragraph 8.4
below) and the Service Design Document, the commencement date for the
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SCHEDULE 10: EXIT
implementation of the Exit Plan (which date will in any event be no less than twelve
(12) months prior to expiry of the Contract) and any adjustments to the timetable for
the Exit Plan, as may be reasonably required (such agreement not to be
unreasonably withheld or delayed);
(c) the BBC and the Service Provider will, not later than twenty (20) Working Days after
the date of notice of termination, if notice of termination has been given, or fifteen
(15) months prior to expiry of this Contract, agree upon a timetable for the Exit Plan
which will, in the absence of agreement otherwise, provide that all of the obligations
of the parties will be completed as soon as reasonably practicable after termination
or expiry of this Contract (such agreement not to be unreasonably withheld or
delayed); and
(d) the BBC and the Service Provider will no later than twenty (20) Working Days after
the date of notice of termination, if notice of termination has been given, or fifteen
months prior to expiry of this Contract, agree on the activities to be undertaken by
the Service Provider and the resourcing of such activities, except to the extent that
these are set out in the Exit Plan, in order to ensure a smooth transition.
3.4
In the event that the BBC and the Service Provider are unable to agree matters set out in
paragraph 3.2 above within the periods prescribed, then the matter will be subject to
escalation in accordance with the Dispute Resolution Procedure, save that the matter will
immediately be referred to Level 3 of such procedure for resolution, in accordance with
Clause 25 (
Dispute Resolution) of the Terms and Conditions.
3.5
Both parties will perform their obligations in accordance with the timetable agreed as part
of the Exit Plan.
3.6
The Service Provider will take a proactive role in identifying additional information and/or
activities (other than those set out in the Exit Plan) reasonably necessary for a Smooth
Transfer, and will notify the BBC and any Successor Service Provider immediately upon it
becoming aware of such information or additional requirements, and will co-operate with
the BBC and/or the Successor Service Provider in order to provide any additional
information or satisfy any additional requirements within seven (7) Working Days or such
period as the parties may agree.
3.7
The Service Provider will continue to carry out its obligations under the Open Book
Accounts to the extent and for as long as is necessary after expiry or termination of the
Contract, in accordance with the provisions of the Exit Plan and Clause 10 (
Management
Information and Audit Requirements) of the Terms and Conditions.
4
Service Provider Documentation
The Service Provider will provide the BBC with a current version of the Service Provider
Documentation no later than ten (10) Working Days after the date of notice of termination,
if notice of termination has been given, or fifteen (15) months prior to the expiry of the
Contract in any other case, or as otherwise agreed between the parties. The Service
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SCHEDULE 10: EXIT
Provider will provide the BBC with any changes to the Service Provider Documentation
with seven (7) days of any such change.
5 Outstanding
Projects
5.1
The Service Provider and the BBC will review all outstanding projects or other work in
progress initiated through the Change Control Procedure and identify the current status,
benefits, costs and risks involved and agree for each one whether:
(a)
the project or other work in progress should be completed by the Service Provider;
or
(b)
no further work should be undertaken by the Service Provider, and in this case,
whether or not such work should be transferred to a Successor Service Provider or
simply ceased.
6
BBC Data and BBC System
6.1
The Exit Plan will provide that, subject to Clauses 17 (
Intellectual Property Rights) and
22 (
Confidentiality) of the Terms and Conditions, the Service Provider will, within the
timescales agreed between the parties, but in any event by no more than thirty (30) days
after notice of termination or nine (9) months before expiry of this Contract (whichever is
the earlier) provide two (2) copies of the BBC Data and all elements of the BBC System to
the BBC or other third party as the BBC directs for the purposes of carrying out a
reprocurement of the Services and to effect a Smooth Transfer of the Services to the BBC
or its Successor Service Provider
. No later than six (6) months prior to expiry or
termination the Service Provider will provide an updated version of the BBC Data, BBC
Database, BBC Software and any other software used by the Service Provider in the
provision of the Services.
6.2
On termination for any reason whatsoever or expiry of this Contract, the Service Provider
will, at the BBC’s request:
(a)
effect a transfer of the BBC Data and all elements of the BBC System to either the
BBC or its Successor Service Provider in accordance with the BBC’s instructions;
and
(b)
provide reasonable assistance to the BBC (or a Successor Service Provider) to
facilitate transfer.
7 Personnel
Support
7.1
The Service Provider will provide all Personnel support required to the extent necessary
to fulfil its responsibilities relating to the provision of a Smooth Transfer to the BBC or a
Successor Service Provider.
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7.2
Subject to the provisions of paragraph 8 below, in the event of termination in accordance
with 18.1(j) (
Termination) of the Terms and Conditions the BBC and/or its agents will be
entitled to approach Personnel used in the provision of the Services with a view to
recruiting such Personnel.
7.3
The extent of the support needed and the skills needed will be identified by the BBC in
accordance with the requirements of the Successor Service Provider.
8
Transfer of Employees
8.1
Eighteen (18) months prior to the expiry of the Initial Period, or following the giving of any
notice of termination of the Contract (or partial termination of the Contract), or any
Change Notice which may result in TUPE applying, the Service Provider will, and will
procure that any Subcontractor will provide to the BBC and authorise the BBC to disclose
to any third party bidding to become a Successor Service Provider a list of all employees
engaged in the provision of the Services ("
Services Employees"), together with the
information specified in Paragraph 8.4 below ("
Minimum Information").
8.2
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
(a)
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
(b)
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx
(c)
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
8.3
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
8.4
For the purposes of this paragraph 8, Minimum Information means any information
reasonably required by the BBC together with:
(a) anonymised detail of all employees, consultants, contract staff or contractors of the
Service Provider or any Subcontractor who have at any time in the period of twelve
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(12) months preceding the request been engaged in connection with the Services or
part of the Services (including in the case of such employees, against each
employee their age, length of service, pay, pay structure, notice entitlement and job
grade) showing, by category, numbers of hourly, weekly, monthly paid, full time, part
time, permanent and temporary employees, trainees and consultants;
(b) anonymised details of staff on maternity leave, long term sick leave and staff medical
problems;
(c) anonymised details of the workforce profile showing age and sex;
(d) copies of anonymised employment contracts including offer letter standard terms,
company rule and disciplinary procedures and details of any collective agreements
written or unwritten with employees and any amendments to such documents;
(e) copies of any anonymised service agreements of any directors and/or senior
executives employed in the Services or part of the Services;
(f) details of pensions, employee share schemes, company cars, bonus/profit sharing
arrangements, insurance schemes, health insurance, season ticket loans and other
benefit schemes;
(g) details of any personal commitments to individual members of staff;
(h) details of all recognised unions and/or staff associations;
(i)
copies of all redundancy/job security agreements entered into with unions or other
recognised representatives;
(j)
details of any health and safety complaints or recommendations or claims over the
period of this Contract;
(k) details of any resignations or dismissals in the preceding twelve (12) month period;
(l)
details of any claims in respect of allegations of unlawful discrimination;
(m) details of current Employment Tribunal, County Court and High Court litigation by or
on behalf of or against current or past employees (including contractors who claim to
be employees or workers) or trade unions including personal injury claims,
arbitration or mediation, awards, decisions still in effect;
(n) summary of all official or unofficial trade disputes since the Service Start Date,
settlements reached, number of days lost due to disputes; and
(o) "employee liability information", as defined in Regulation 11(2) of TUPE, in relation to
the Services Employees.
8.5
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
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xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx
8.6
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
(a)
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
(b)
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
(c)
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx
(d)
xxxxx xxxxx xxxxx xxxxx xxxxx
8.7
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
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(a)
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx
xxxxx xxxxx xxxxx xxxxx xxxxx
(b)&n
