Department of Human Services
Agent and Access Point
Programme
Schedule 2 to the 2018/19 Agent and Access Point Programme General Terms and Conditions
Access Point Services
Table of Contents
Schedule 2 to the 2018/19 Agent and Access Point Programme General Terms and Conditions
RECITALS
1. Interpretation
2. Services
APPENDIX 1 – SERVICES TO BE PROVIDED BY THE CONTRACTOR
1. Support the Department’s Service Commitments
2. Service Offer
3. Hours of Business
APPENDIX 2 – PERFORMANCE AND CONTRACT MANAGEMENT
1. Performance Management
APPENDIX 3 – TRAINING AND SUPPORT
1. Training
2. Support
APPENDIX 4 – EQUIPMENT
1. Equipment
2. Maintenance of Equipment
3. Access Point Self Service Terminal Monitoring
4. Operation of Internet Services
Schedule 2 to the 2018/19Agent and Access Point Programme General Terms and Conditions
RECITALS
A. This Access Point Services Schedule 2 is a Schedule to the Department of Human Services Agent and Access Point Programme General Terms and Conditions (T&Cs).
B. Schedule 2, including Appendices 1–4, details the specific conditions relating to the provision of Access Point Services by a Contractor under the Contract.
1. Interpretation
Definitions
1.1.In this Schedule, capitalised terms not defined in this Schedule have the meaning set out in the T&Cs:
‘Access Point SelfService Terminal’ means the computerprovided by the Department for use by the Contractor and Customers;
‘Access Point Services’ means the Services as specified in Appendix 1;
‘Agent Portal’ means the online tool provided by the Department that allows data and training to be transferred between the Contractor and the Department;
‘Customer Identity Confirmation’ means the process of obtaining identity documents from the Customer and providing their details to the Department for confirming a Customer’s identity. Most commonly required where Customers are lodging claims for payments or services;
‘Document Lodgement Service’ means the facility to scan documents via a multi-function device and electronically append to a Customer’s record;
‘Emergency Response Procedures’ means a document developed by the Contractor that outlines local procedures in the event of Customer aggression;
‘My Learning’ means the online learning space within the Agent Portal where training is completed;
‘Phone Services’ means one of the Department’s dedicated call or processing centres.
‘Service Offer’ means the specified provision of support to Customers
by Specified Personnel as detailed in the Process Map.
2. Services
2.1. The Contractor will perform the Access Point Services set out in Appendices 1–4.
APPENDIX 1 – SERVICES TO BE PROVIDED BY THE CONTRACTOR
1. Support the Department’s Service Commitments
1.1. The Contractor (including its Host Contact and Specified Personnel) is to support the Department’s Service Commitments by:
i)listening to and treating Customers with respect and courtesy;
ii)providing a Service Offer that optimises Customer privacy and confidentiality;and
iii)making it easy for Customers to use the Department’s services.
2. Service Offer
2.1. The Contractor must ensure its Specified Personnel perform the following Access Point Services in a culturally appropriate manner:
i)take reasonable steps to ensure that during the Contractor’s normal business hours, the Department’s selfservice facilities including the Agent Self Service Terminal and Customer Wi-Fi remains operational and accessible to the community;
ii)Contractors will certify photocopies of identity documents and return certified documents to the Customer for lodgement with the Department;
iii)subject to Clause 2.2(ii), Agents are not to receive/retain documents on behalf of the Department.
In addition to the Service Offer:
iv)prominently display information material provided by the Department.
Supporting the delivery of the Service Offer ensure:
v)Host Contacts and Specified Personnel do not share their personal login access to the Agent Portal;
vi)Each Host Contact and Specified Personnel checks their own Agent Portal inbox daily, reads and, where appropriate, actions Departmental communications as required; and
vii)Host Contacts and Specified Personnel are aware of their obligations, including the Terms and Conditions.
2.2. Management of service delivery:
i)act as a liaison point between the Department and the local community;
ii)only where directed by the Department store forms or other documentation in a safe and secure (lockable) cabinet;
iii)maintain and record performance and contract management as outlined in Appendix2;
iv)where possible, maintain or identify office facilities for conducting (private) interviews and sufficient space for other services as required;
v)provide regular feedback to the Department about community reactions and comments received about the Department’s payments and services; and
vi)ensureEmergency Response Procedures are documented and followed by Specified Personnel to assist with potential Customer aggression.
2.3. The Contractor must not charge any fee, payment or levy, to Customers, for the provision of the Services.
3. Hours of Business
3.1. The Contractor must provide the Service Offer during the daily operating hours as specified in the Offer.
3.2The Contractor must provide Customer access to the selfservice equipment during the daily operating hours as specified in the Offer.
3.3. The Contractor must not close (or not perform the Service Offer) on Business Days, unless it has notified the Department a reasonable period prior to the proposed date of closure and in turn received written approval from the Department authorising the proposed period of closure. Where the Department has raised issues related to the proposed closure, these issues must be resolved, to the Department’s satisfaction prior to the Contractor going ahead with the proposed closure.
3.4. Where the Department grants approval, the Contractor must prominently display a notice setting out the dates the Contractor has been approved to close for a reasonable period prior to (and during) the proposed closure.
3.5. If the Contractor closes its premises in accordance with Clause 3.2 of this Appendix 1, the Department at its discretion may seek reimbursement of that part of the contract price that relates to the Business Days on which the Contractor closed its premises.
APPENDIX 2 – PERFORMANCE AND CONTRACT MANAGEMENT
1. Performance Management
1.1. The Contractor must ensure that at least two Specified Personnel have been engaged to deliver the Service Offer in accordance with Clause 17.2 of the Terms and Conditions.
1.2. Host Contacts and Specified Personnel must complete the required training through My Learning, as outlined in Appendix 3, within six months from the commencement date of the Contract or from commencement of their engagement.
1.3. The Contractor must ensure, at its expense, that the Access Point SelfService Terminal and Customer Wi-Fi remains turned on and connected at all times to the Department’s Internet Service.
1.4. A meeting between a Department staff member and the Contractor, Host Contact and Specified Personnel will take place during the Contract period. This meeting may include and address issues such as:
a)an analysis of business levels, service offer and data, including:
i)observations and feedback regarding the Access PointService Offer;
ii)the requirements outlined in Clauses 1.2.to 1.4. of this Appendix 2;
iii)volume of contact via the Self Service equipment;
iv)Customer and community feedback on their perceptions of the Service being delivered, which includes without limitation:
i.appropriate use of Department branding and styles;
ii.cleanliness/presentation of the Contractor’s premises; and
iii.availability of products.
1.7.The performance of the Contractor against these measures will be reviewed and addressed throughout the Contract period.
1.8. Outcomes of the reviews outlined in clauses 1.6 and 1.7 may include the following:
i)variation of the Contract in accordance with Clause 15.2 of the T&Cs;
ii)issuing of a Remedy Notice under Clause 36.2(a) of the T&Cs; and/or
iii)termination of the contract under Clause 36 of the T&Cs.
APPENDIX 3 – TRAINING AND SUPPORT
1. Training
1.1.Training in the provision of the Service Offer outlined in this Schedule will be completed annually and delivered by self-paced interactive training through the ‘My Learning’ facility in the ‘Agent Portal’.
1.2 Completion of training will be required by Host Contacts and Specified Personnel within six months from the commencement date of the Contract.
1.3. Any new Host Contacts or Specified Personnel engaged after the commencement of the Contract will have six months from their commencement to complete the training and pass the training assessments.
1.4. Specified Personnel must demonstrate a sufficient level of knowledge in relation to their role through the assessment process. If a sufficient level of knowledge is unable to be demonstrated, the Department will review suitability for the role of Specified Personnel.
2. Support
2.1. The Department must provide the Contractor with a range of support services to assist the Contractor in the provision of the Service Offer, including:
i)access to the Agent Portal to complete My Learning activities and read messages in the inbox;
ii)identification of appropriate Department contact officers to provide additional assistance with issues as required;
iii)access to the Department’s ‘IT Helpdesk’ to provide support in remedying issues related to Department equipment;
iv)provision of sufficient stocks of Department promotional material, forms, information pamphlets, and other relevant material; and
v)the establishment of procedures for the provision of additional or replacement material as required.
2.2. Other support will be provided by the Department to the Contractor as agreed between the Department and the Contractor.
APPENDIX 4 – EQUIPMENT
1. Equipment
1.1. Where Department provides Equipment to the Contractor, the Contractor must:
i)support the Department to evaluate sites to ensure the Contractor is able to accommodate appropriate infrastructure providing sufficient space, proximity to power, privacy and accessibility to Equipment;
ii)upon the Department providing reasonable notice, allow internal and external access to the building by the Department (or third parties representing the Department) during business hours to install Equipment required in the provision of services;
iii)not relocate or disconnect the Equipment (including cabling) without the prior approval of the Department (except in an emergency);
iv)understand where relocation of the Equipment is requested (including data and phone lines), these costs will be borne by the Contractor;
v)ensure the Equipment is not used for activities other than Department related business. This includes the Contractor conducting a monthly check of the Equipment to remove any foreign objects that may have been physically attached to the device;
1.2.Equipment provided by the Department to the Contractor remains the property of the Department.
1.3.The Department may provide the following Equipment to the Contractor to facilitate the delivery of the Service Offer:
i)telephone;
ii)all-in-one multifunctional unit (MFD) incorporating photocopier, scanner and printer facilities;
iii)toner cartridges (including replacements);
iv)facsimile machine;
v)Access Point Self Service Terminal, software (as specified by the Department), including internet filter, modem and internet connection where applicable;
vi)Wi-Fi internet access;
vii)Digital Signage
viii)power board with telephone line protection and telephone cable;
ix)brochure holders;
x)official stamps;
xi)official signage; and
xii)promotional material
2. Maintenance of Equipment
2.1.The Contractor must take reasonable steps to secure the Equipment from theft, malicious or accidental damage, unauthorised use or access and exposure to the weather and the elements generally. This includes taking reasonable care and providing for general maintenance of the Equipment and ensuring all Equipment is kept in presentable working order.
2.2.The Contractor must notify the Department’s IT Helpdesk immediately in the event that any part of the Equipment is lost, stolen, damaged or not working properly.
2.3.The Contractor must comply with any reasonable instructions given by the Department or the Manufacturer relating to the repair or replacement of that part of the Equipment notified under Clause 2.2.
2.4.The Department must arrange for the repair or replacement of any part of the Equipment upon receiving Notification under Clause 2.2.
2.5.The Contractor will not engage with a third party to relocate internal or external phone or data lines for the Equipment or perform maintenance on the Equipment unless it has the prior approval of the Department;
2.6.Other consumables (including paper), incidental stationery, are the responsibility of the Contractor.
2.7.Equipment must be returned to the Department by close of business on the date of termination or completion of this Contract. The Department must meet any removal costs associated with the return of the Equipment.
2.8.The Contractor must comply with the Department’s stocktake requirements as defined from time to time.
3. Access Point Self Service Terminal Monitoring
3.1. The Department will actively monitor usage of the provided equipment.
3.2. The Department may at its discretion prohibit access to its Internet Service and/or websites.
4. Operation of InternetServices
4.1. The Contractor must ensure at its expense, the Agent SelfService Terminal and Customer Wi-Fi remains turned on and connected at all times to the Department’s internet service.
4.2. The Contractor must immediately contact the Department via the IT Helpdesk where the Contractor becomes aware the performance if the Internet Service becomes degraded or unavailable.
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