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IDENT1 CONTRACT
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SCHEDULE F, PART 3
LIVESCAN
SERVICE LEVEL REQUIREMENTS
Schedule F, Service Level Requirements
Signature Version
Part 3 Livescan Service Levels
Released under FOI in full on 16th July 2009
PITO
IDENT1 CONTRACT
Northrop Grumman
Released under FOI in full on 16th July 2009
CONTENTS
1
INTRODUCTION ........................................................................................................................1
2
SERVICE LEVEL CRITERIA ...................................................................................................1
3
SCORING ...................................................................................................................................11
Schedule F, Service Level Requirements
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Signature Version
Part 3 Livescan Service Levels
Released under FOI in full on 16th July 2009
PITO
IDENT1 CONTRACT
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Released under FOI in full on 16th July 2009
1
INTRODUCTION
This Part of Schedule F (Part 3) details the Service Level Requirements for Livescan Services.
2
SERVICE LEVEL CRITERIA
This section defines the Service Level Criteria for Livescan Services as described in Schedule R
(Livescan and EIUs). The Service Level Criteria are measures of the Services supplied by the
Contractor. This section defines the criteria to be measured.
2.1
Operational Availability
Operational Availability for Livescan is measured against the critical components, as defined in
Section 2.1.1 and 2.1.2.
The IDENT1 Livescan Service will be available 24 hours per day, every day of the year. The
exceptions to this will be:
1. Planned system interruptions of up to 4 hours in any one calendar day, to take place contiguously
between the hours of 24:00 and 06:00. Two additional hours between 22:00 and 24:00 are
available on an exception basis to be utilised when necessary. These planned interruptions may
affect only a part of the Service and will be planned at least four (4) weeks ahead of the scheduled
time of the disruption with prior agreement between the Police Force and the Contractor, or as
agreed between the Parties. The interruptions are described in terms of which of the described
Services will be impaired and to what degree.
2. Planned local outages of no more than 2 hours per day on any one Livescan workstation or local
server to enable the switch to new versions of software to be achieved in an orderly fashion.
These short outages will take place between the hours of 24:00 and 06:00 unless other
arrangements are made between the Police Force and the Contractor. Two additional hours
between 22:00 and 24:00 are available on an exception basis to be utilised when necessary. When
both system interruptions and local outages are required, they should be concurrently scheduled.
The Contractor will notify the users at least two (2) weeks before these types of outages occur, or
as agreed between the Contractor and the site point of contact.
3. Emergency outages at any time of the working day, by mutual agreement with the Contractor and
the Authority or site point of contact, to solve severe operational problems. Examples of such
emergency outages may include, but may not be limited to: fire in the facilities, unexpected power
outage within the central computer facility, or severe system malfunction that could jeopardise the
National collections.
4. Other exceptions as defined in Schedule B (Conditions of Contract) and Schedule R (Livescan
and EIUs).
Note that system outages at the bureau and/or central site will not disrupt the continued capturing of
ten prints and demographic data at the Custody Suite. Such data may still be captured, but in some
instances will not be able to be transmitted to the bureau until the system is again available. In some
instances it may be possible during a system outage to provide limited service (e.g., non-verified
Live-IDs while FPO workstations at a bureau are unavailable). The Contractor will notify the
affected Head of Bureau(x) and/or the Custody Station point of contact regarding the limitations on
services prior to any planned system outage and as early as practical for unplanned system outages.
Planned Livescan service interruptions will be coordinated with planned interruptions of baseline
IDENT1 Services to the extent practical.
In the event that an emergency operational need arises before or during an interruption, the
interruption may be postponed or service restored by the Contractor as soon as practical so as to allow
IDENT1 Services to operate.
Schedule F, Service Level Requirements
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Downtime will commence when a critical equipment item is reported to the Help Desk as no longer
available. Degraded performance as a result of a failure of a single item will not be considered
downtime. However, such degraded performance may impact bureaux operations and will be
reflected in the throughput and system performance service level criteria as defined in the IDENT1
Operational SLR, Schedule F Part 2.
Downtime will start and stop under the authorisation of the IDENT1 Help Desk and in consultation
with the Site Point of Contact. Downtime will only include unplanned interruptions. Downtime is
composed of administrative delays associated with coordinating personnel arrival time at a site (i.e.,
Bureau/Custody Station personnel available for site technician to enter a site), travel time to the site
(if applicable), service restoration time, and time to test corrective actions. Downtime excludes any
Bureau or Custody Station originated administrative delays that impede service delivery or restoration
of service.
Planned interruptions will be defined as all interruptions of services that take place as scheduled, and
with prior agreement between the affected Head of Bureau(x) and/or the Custody Station point of
contact and the Contractor. Planned interruptions shall exclude any period of unavailability required
to fix problems of functionality or throughput, which result from the Contractor’s failure to meet
IDENT1 Livescan requirements, irrespective of whether or not these interruptions are scheduled and
undertaken with the prior agreement of the Authority or the bureau(x) involved.
In all instances, the Contractor will declare the duration of a Planned Downtime Period, as defined
above, prior to starting Planned Downtime. Planned Downtime in excess of the Planned Downtime
Period will become Unplanned Downtime commencing at the end of the period.
When a critical component or all of the system becomes unavailable, the Contractor will inform the
Bureaux and/or Custody Station and will continue to manage the Service in such a way as to ensure
that the daily workload is completed within the working day. If this becomes impractical, the
problem will be escalated within the Contractor for decisions on priorities.
2.1.1 Bureau Segment Critical Components
The IDENT1 Livescan bureau components included in Livescan availability scoring
are identified in Figure 2.1-1.
Critical Components
Non-Critical Components
Livescan Store and Forward or equivalent Livescan Livescan Store and Forward/Interface monitor,
IDENT1 interface CPU
keyboard, mouse, and floppy disk drive
Network Router
Graphics Printer
Figure 2.1-1. Bureau System Critical and Non-Critical Components
2.1.2 Custody Station Critical Components
Livescan custody station equipment are intended to be available 24 hours per day,
with exceptions as noted in Section 2.1 above. Custody station critical components
are identified in Figure 2.1-2, and their availability will be used to calculate the
Operational Service Score as described in Section 3.2 below. Non-critical
components are also shown in Figure 2.1-2 for informational purposes.
Schedule F, Service Level Requirements
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Critical Components
Non-Critical Components
Livescan Workstation
Graphics Printer(s)
Network Router
Communications
Link
between
Livescan
Workstation and Bureau Server
Figure 2.1-2. Custody Station Critical and Non-Critical Components
2.1.3 Operational Availability Scoring
Operational Availability (Ao) will include the critical equipment as defined in
Sections 2.1.1 and 2.1.2. The calculation is based upon total hours available monthly
and downtime of unplanned interruptions. Ao will be calculated as follows:
( m
H − DTm)
Ao =
×100
m
H
Where,
(a) Hm will be defined as the total hours in a given month. This number will be determined each
month as 24 hours multiplied by the number of days in the month.
(b) DTm will be defined as the unplanned downtime, i.e., the total number of hours in a given month
that critical equipment is not available.
The Ao will then be used to obtain an Operational Availability (Ao) Score from Figure 2.1-3. This
score will be included in the basis for adjustments to the monthly Operational Service Score as
discussed in Section 3.2 below of this SLR, representing a weighted value of 90% of the Operational
Service Score.
Charging
SCORE
Charging
SCORE Charging SCORE
Station Ao
Station Ao
Station Ao
100%
100
82%
84
65%
41
99%
100
81%
83
64%
38
98%
100
80%
82
63%
35
97%
99
79%
81
62%
33
96%
98
78%
78
61%
32
95%
97
77%
77
60%
31
94%
96
76%
74
59%
30
93%
95
75%
71
58%
29
92%
94
74%
68
57%
28
91%
93
73%
65
56%
27
90%
92
72%
62
55%
26
89%
91
71%
59
54%
25
88%
90
70%
56
53%
24
87%
89
69%
53
52%
23
86%
88
68%
50
51%
22
85%
87
67%
47
50%
21
84%
86
66%
44
< 49%
0
83%
85
Figure 2.1-3. Scoring for Operational Availability (Ao )
Schedule F, Service Level Requirements
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2.1.4 Future Changes for Availability
Several changes to the availability service level criterion will be incorporated no later
than FOC. These include the following:
(a)
Reflecting DOR requirements for planned and unplanned downtime
(b)
Updating the Critical and Non-Critical component list to reflect IDENT1
architecture and hardware
(c)
Implementation of Planned Downtime metrics
Critical DOR requirements affecting Livescan are:
(a) Req-NF- 4466 The maximum permissible Planned Downtime for any element of the IDENT1
Service needed to enable EIUs to perform Identity Checks shall not exceed 2 hours.
(b) Req-NF- 1699 Planned Downtime for individual Livescan Units / EIUs for routine maintenance
and the installation / modification / upgrade of hardware / software shall not exceed 4 hours in
any rolling 4 week period
(c) Req-NF- 1731 In the event of a problem with an individual EIU, the Supplier shall repair or
replace the equipment and restore the Service within 12 hours.
Based on the Authority’s required MTTR figure of 12 hours Mean Time To Repair and current
MTBF figures, the Charging Station Ao figure will be updated to reflect a target of 99%
availability by FOC. Note that this includes provision for Bureau equipment dedicated to
Livescan and that Central equipment availability is measured separately in the Operational SLR,
Schedule F Part 2. The table at Figure 2.1-3 above will be replaced by that at Figure 2.1-4 below.
Charging Station
SCORE
Charging Station
SCORE
Charging Station
SCORE
Ao
Ao
Ao
99.0%
100
88%
89
77%
74
98%
99
87%
88
76%
71
97%
98
86%
87
75%
68
96%
97
85%
86
74%
65
95%
96
84%
85
73%
62
94%
95
83%
84
72%
59
93%
94
82%
83
71%
56
92%
93
81%
82
70%
53
91%
92
80%
81
69%
50
90%
91
79%
78
89%
90
78%
77
Figure 2.1-4 Charging Station Ao Scoring Table at FOC
To support the goal of minimising planned downtime in addition to unplanned downtime, separate
metrics will be defined, agreed with the Authority and evaluated as shadow metrics prior to the FOC.
These metrics will have target values derived from the DOR requirements of total planned downtime
of 4 hours in a rolling 4 week window, and maximum permissible planned downtime for elements of
IDENT1 critical to the EIU Identity Check capability of 2 hours. If supported by the evaluation
results, it is envisioned that these metrics will be implemented per the SLR change process defined in
Schedule F Part 1. The recommended weighting structure incorporating the planned downtime metrics
is shown in Figure 2.1-5.
Schedule F, Service Level Requirements
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Availability Service Metrics and Weights
(Total weight assigned to these criteria = 90%, per Figure 3.2-1)
Operational Availability
Planned Downtime
Charging Station A0
65%
25%
Figure 2.1-5 - Proposed Weights for Availability and Planned Downtime
In addition to the above changes, at intermediate milestones prior to the FOC, i.e., when the Scottish
Livescan Units become operational, availability will be measured and scored for these in a similar
manner to existing Livescan Units using the then applicable metrics and scoring tables.
2.2
Throughput
IDENT1 throughput is the number of transactions of a given type processed per month. IDENT1
manages Livescan submission transactions much as it manages inputs received by scanning with a ten
print or mark scanner at a bureau. Once a Livescan submission reaches the local IDENT1 Bureau, it
enters the bureau's workflow and its processing is distinguishable only by its unique Form
Identification Number (FIN). Measurements gathered and reported under the umbrella of the IDENT1
Operational SLR (Schedule F Part 2) inherently include Livescan ten print submission data. As such,
separate throughput measurements for Livescan transactions are not required in this Livescan SLR
(Schedule F Part 3).
2.3
System Response Time Performance
At the bureau level, measures of system response time for Livescan submissions are the same as for
other transactions. Livescan processing simply replaces scanning of paper fingerprint forms at the
bureau with remote scanning at Livescan workstations, which does not affect existing throughput
measurements. These measurements are based on the time from bureau search submission to the
central site until responses are received at the bureau. Livescan transactions are automatically
submitted to central for search shortly after receipt at the bureau. (The sole exception is that ten print
transactions may first go to check prints if quality is poor.) They appear in the SLR report identically
to other transactions. The SLR reports the percentage of searches that meet throughput requirements
as delivered to each Police Force, measured at the Bureau Segment.
For Live ID, when the custody personnel are attempting to identify an unknown person, end-to-end
response time is not completely addressed by the IDENT1 Operational SLR (Schedule F Part 2) alone.
That SLR does not include communications times between the Livescan workstation and the bureau.
Thus end-to-end response time for Live ID is greater than the IDENT1 Operational SLR time. The
end-to-end response time for Live ID starts when a custody station first transmits a transaction, and
ends when it receives the response. The following end-to-end response times exclude time spent
waiting for Fingerprint Officer (FPO) actions.
(a) For verified Live ID transactions without a quoted CRO number, the end-to-end response time for
ninety percent (90%) of all transactions will be 35 minutes or less, exclusive of time for queuing
and processing by one or more FPOs.
(b) For non-verified Live ID transactions the end-to-end response time for ninety percent (90%) of all
transactions will be 35 minutes or less.
Schedule F, Service Level Requirements
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(c) For transactions with a quoted CRO number, the end-to-end response time for ninety percent
(90%) of all transactions will be 20 minutes or less, exclusive of time for queuing and processing
by one or more FPOs. All Livescan transactions for which a CRO number is included require
FPO verification.
The ability to comply with these response times is dependent on the Police Force transmitting
transactions as the capture of demographic and fingerprint data for individuals being fingerprinted is
completed. That is, due to network bandwidth considerations, the Contractor does not guarantee
compliance with this requirement if the Police Force opts to capture demographic data and fingerprint
data for four or more individuals being fingerprinted, and to then transmit these transactions at once.
To meet this requirement, transactions must be separated sufficiently in time so that the
communications link is not occupied with a previous transmission. Live ID transmissions of single
transactions must be submitted at least 30 seconds apart. Livescan transmissions of groups must be
separated by at least 5 minutes per transaction in the previous group.
System performance may be influenced by a number of factors as described in the IDENT1
Operational SLR (Schedule F Part 2).
In the event that the Police Force believes that this requirement is not being met, the Police Force and
the Contractor will jointly conduct an audit of end-to-end response times by measuring at least thirty
new operational Live-ID transactions selected from the normal workload at a single Custody Station.
Both the selection of the Custody Station and the schedule of the audit will be as mutually agreed
upon by the Police Force and the Contractor.
In the event that the audit demonstrates that the requirement is not being met, the Police Force and
Contractor will develop a mutually agreeable course of corrective action.
2.3.1 Future Changes for System Response Time Performance
There are two changes for the response time service level criteria after TOR. First, to
provide incremental improvements, faster target response times for all search type are
planned for FOC. These 90 percentile target values are derived from the DOR and
summarised in Figure 2.3-1.
Search Type
Target
Response
Time
(Minutes)
at
FOC,
measured
exclusive
of
operator or operator-queue
times
Verified Live ID without
10
Quoted CRO
Non-verified Live ID
2
Quoted CRO
10
Figure 2.3-1 Target Response Times at FOC
Secondly, to complement the 90 percentile response time metrics, target values for average and 99
percentile response times will be published. It is envisioned the average response time will be
implemented prior to FOC while the 99 percentile response time is a candidate for post-FOC
implementation.
Schedule F, Service Level Requirements
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2.4
Technical Support Service
Livescan users are provided the same levels of technical support as described in the IDENT1
Operational SLR (Schedule F Part 2). Technical Support Service is measured in terms of response
time for trouble calls made to the Help Desk. Response time is defined as the Contractor’s level of
responsiveness to any Bureau and Custody Site incident.
Technical Support Service will be measured in terms of response time for trouble calls made to the
Help Desk. Response time is defined as the Contractor’s level of responsiveness to any Bureau or
Charging Station incident, see Figure 2.4-1 for the definition of each response level.
Response
Title
Description
Level
1
Receive incident call
Answer the incoming call at the Help Desk and resolve or
escalate.
2
Respond with Status Update
Resolve incident over the phone or escalate to next level.
3
Restore service to faulty Site support sent to correct incident and/or restore service to
item
sufficient IDENT1 functional and performance capability to
process their normal workload within the measures defined
within this SLR. Note: For IDENT1 Livescan, Restore
Service to a Faulty Item is not scored separately as it is
included in the scoring for Availability.
4
Global Changes
Deploy hardware or software fixes to site to restore
Livescan operational functionality. This response level is
not applicable to all incidents, but only those incidents
which cause a loss of Livescan Services as defined in
Section 2 of this SLR. Note: For IDENT1 Livescan, Global
Changes is not scored separately as it is included in the
scoring for Availability.
Figure 2.4-1. Definition of Response Levels
Response Level
Target
Response
Time
1 - Receive incident call
1 Minute
2 - Respond with Status Update
30 Minutes
3 - Restore Service to Faulty Item
N/A
4 - Global Changes
N/A
Figure 2.4-2. Target Livescan Response Times
Restoration of Service is defined as restoration of sufficient Livescan functional capability to enable
the Police Force to process its normal workload within the measures defined within this SLR. This
will be agreed between the Help Desk and the Police Force. Technical Support Service will be
measured with respect to response times for each applicable Response Level to trouble calls as
defined in Figure 2.4-2.
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Once the response time for each level is computed, a SCORE can be calculated for each response
level. This score is calculated on a monthly basis and is illustrated in Section 2.4.1 through 2.4.2.
The scores for each applicable Response Level will be used to calculate the Operational Service Score
described in Section 3.2 below.
2.4.1 Receive Incident Call
The first level of maintenance response is provided by the Help Desk which is located
at the IDENT1 Central Site. For any Bureau question or maintenance problem that is
beyond user’s level of expertise, an incident call, which can originate as a telephone
call, electronic mail, or FAX, will be placed to the Help Desk. Each IDENT1 Site is
provided a Problem Reporting Checklist developed for IDENT1 operations which is
defined in the IDENT1 Maintenance Plan. This Problem Report Checklist includes
the required information needed by the Help Desk to assess the Incident’s severity.
To compute a measure for Incident Calls the following equation and steps will be
used:
of
Number
min
1
in
to
Responded
Calls
Equation. 1:
Call
Incident
Receive
=
×100
of
Number
received
calls
Incident
where
(a) The Number of Incident Calls Responded to in 1 minute is defined as the Help Desk’s answering
any incoming incident calls within 1 minute.
(b) The denominator of the equation is the total Number of Incident Calls received at the Help Desk.
The Receive Incident Call measure value will be computed using Equation 1.
Once the value has been computed, a SCORE will be selected from the Scoring Table presented as
Figure 2.4-3
In the event that no applicable incident calls are made to the Help Desk in the reporting period, a fixed
SCORE of 100 shall be applied.
Receive
SCORE
Receive
SCORE
Receive
SCORE
Incident Call
Incident Call
Incident Call
=>90
100
=>75 and <80
85
=>60 and <65
70
=>85 and <90
95
=>70 and <75
80
=>55 and <60
65
=>80 and <85
90
=>65 and < 70
75
<55
60
Figure 2.4-3. Receive Incident Call Scoring Table
Once a SCORE has been selected, it will be applied to the Operational Service Score calculation as
described in Section 3.2
2.4.2 Respond With Status Update
Once the Incident call details are entered into the Help Desk Management System, the
Help Desk Operator, will then try to either resolve the incident call or escalate the
incident as follow:
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(a)
Provide telephone support using a series of scripts residing within the Help
Desk Management System. If telephone support provides a solution for the
Incident, and the originator concurs with the corrective action, the status
information will be logged within the Help Desk Management System, and
the incident report closed.
(b)
If telephone support does not provide a satisfactorily resolution, the Help
Desk Operator will then prioritise and categorise the incident, and pass the
incident on to the most appropriate third party provider in accordance with
the Operations and Maintenance Support Plan as set out in Schedule O:58.
The Help Desk Operator will then provide a status update to the originator as
to what the next step is in correcting the incident.
(c)
Non-fault calls (Fault Severity Level 0). If the Help Desk Operator is unable
to resolve a Non-fault call over the telephone, the call will be escalated within
the Contractor or Police Force service organisation, as appropriate, to be dealt
with - and a status update provided to the originator. This will represent
close-out of the call as far as the SLR is concerned. It will be for the person
to whom the call is escalated to respond to the originator and/or agree a
suitable response time - although the Help Desk will continue to track the
call until resolved.
In computing a value for the respond with status update measure the following
equation and steps will be used:
Equation2:
1.1)
x
esolved
{(Number R
+
statused}
Number
Update
Status
with
Respond
=
×100
of
Number
calls
Incident
where
(a)
The Number of Incident Calls resolved and the Number of Incident Calls
escalated and statused is defined as the Help Desk either resolving the
incident or escalating the incident and providing the Bureau updated status
within 30 minutes. Calls that are resolved within 30 minutes are awarded a
premium by multiplying the Number resolved by 1.1
(b)
The denominator of the equation is the total Number of Incident Calls
received at the Help Desk.
The Respond with status update measure will be computed using Equation 2.
Once a value has been computed, a SCORE will be selected from the Scoring Table
presented as Figure 2.4-4. In the event that no applicable status updates are required
by the Help Desk in the reporting period, a fixed SCORE of 100 shall be applied.
Schedule F, Service Level Requirements
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Receive
SCORE
Receive
SCORE
Receive
SCORE
Incident Call
Incident Call
Incident Call
=>90
100
=>75 and <80
85
=>60 and <65
70
=>85 and <90
95
=>70 and <75
80
=>55 and <60
65
=>80 and <85
90
=>65 and < 70
75
<55
60
Figure 2.4-4. Respond with Status Update Scoring Table
Once a SCORE has been selected, it will be applied to the Operational Service Score
calculation as described in Section 3.2
2.4.3 Restore Service to Faulty Item
For IDENT1 Livescan, Restore Service to a Faulty Item is not scored separately as it
is included in the score calculation for Availability.
2.4.4 Global Changes
For Livescan Services, Global Changes are not scored separately as they are included
in the score calculation for Availability.
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3
SCORING
3.1
Livescan Service Score
This section details the presentation of scores associated with the Livescan SLR.
3.2
Operational Service Score
The Operational Service Score for each Livescan is obtained by multiplying the Receive Incident Call
Score (Section 2.4.1), the Respond with Status Update Score (Section 2.4.2), and the Operational
Availability Score (Section 2.1) each by their respective Weights, then summing the results. This
score is used to calculate adjustments to the Livescan monthly service charge.
Measure
SCORE
WEIGHT
OVERALL
SCORE
Receive Incident Call Score
5%
Respond with Status Update Score
5%
Operational Availability (Ao ) Score
90%
Operational Service Score
TOTAL
Figure 3.2-1. Operational Service Score
The Measures and Score for each Service Level Metric and the Operational Service Scores will be
presented for all Livescan Units. The reporting for all Livescan Units in Scotland will be reported in a
single report for the Authority and the Scottish Fingerprint Service. The reporting of Livescan Units
for England and Wales will be presented individually to each Police Force as the contracting party
and copied to the Authority.
Service Charge adjustments, if applicable, for Scottish Livescan that are included in the Monthly
Baseline Charges are detailed in Schedule E (Pricing) and will be adjusted based on the Operational
Service Score. Service Charge adjustments, if applicable, for Livescan Units provided under Optional
Services will be adjusted based on the Operational Service Score and a monthly Service Credit will be
applied on a quarterly basis to the monthly invoice. The monthly Service Credit amount is derived in
accordance with Clause 8.4.2 of Schedule E (Pricing).
Schedule F, Service Level Requirements
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