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SCHEDULE 8 - Service Points

Part A - Scope and Purpose

1 This Schedule sets out: (a) the process for reviewing and allocating Service Points;

(b) the events which result in the attraction of Service Points in accordance with paragraph 6 of Section Two of this Performance Measurement Code and Clause 22 of the Service Contracts; and

(c) the number of Service Points allocated for each event. 2. This Schedule shall be read in conjunction with Clause 22 of the Service Contracts ( Failure to comply with Obligations ).

Part B - Service Point Process and Review

1 LUL shall maintain a Service Point log setting out the Service Points allocated to Infraco in respect of each Payment Period. The Service Point log shall include a list of the events resulting in the allocation of Service Points, and a list of the events remedied by Infraco within the corresponding Correction Period set out in Part C (ii) of this Schedule.
2 Where a Correction Period specified in Part C (ii) of this Schedule applies, the Correction Period shall commence on notification by LUL to Infraco of the event resulting in the allocation of Service Points to be remedied by Infraco within the corresponding Correction Period. Infraco shall not be allocated Service Points until the Correction Period has expired.
3 Within one (1) week following the end of a Payment Period, LUL shall provide Infraco with a copy of the Service Point log for that Payment Period.
4 Two (2) weeks following the end of a Payment Period, or as otherwise agreed by LUL and Infraco, a Service Points review shall be held. LUL shall be represented by the LUL Contract Manager. Infraco shall be represented by the Infraco Contract Manager.
5 In the event of any dispute concerning the allocation of Service Points set out in the Service Point log, the dispute shall be referred to the dispute procedure set out in the Dispute Resolution Agreement.

Part C - Service Points Tables

(i) Performance Service Points



Event

Applicable Service Points


1. Journey Time Capability Service Points ( r eference paragraph 6.2 of Section Two of this Performance Measurement Code )


Actual Wheel Start - Wheel Stop Time, measured in accordance with Schedule 2 of this Performance Measurement Code, exceeds the Maximum Wheel Start - Wheel Stop Time for those Stations as set out in Appendix 5B of Schedule 2.1 of the PPP Contracts


50 for the service day on which the Actual Wheel Start - Wheel Stop Time exceeds the maximum


Thereafter each subsequent service day that the value of Actual Wheel Start - Wheel Stop Time, determined using the most recent measurement in accordance with Schedule 2 of this Performance Measurement Code, exceeds the Maximum Wheel Start - Wheel Stop Time as set out in Appendix 5B of Schedule 2.1 of the PPP Contracts.

1 per service day for each subsequent service day that the Maximum Wheel Start - Wheel Stop Time is exceeded


2. Ambience Service Points ( reference paragraph 6.3 of Section Two of this Performance Measurement Code )


Failure to meet the minimum Station Ambience scores for any Station, as set out in Appendix 6B to Schedule 2.1 of the PPP Contracts.

10 per Station per Payment Period for each point below the minimum Station Ambience score.


Failure to meet the minimum Train Ambience scores for any Line, as set out in Appendix 6A to Schedule 2.1 of the PPP Contracts.

1000 per Line per Payment Period for each point below the minimum Train Ambience score.


3. Facilities Service Points ( r eference paragraph 6.4 of Section Two of this Performance Measurement Code )


Where the following Facilities required by Schedule 2.1 of the PPP Contracts and as set out in Appendices 4, 11C, 11D and 13 are subject to a Defect or Failure which is attributable to Infraco:

Points per failure and per 20 hour service day for which the Failure or Defect continues.


3.1 Train Staff Facilities ( reference Appendix 4A of Schedule 2.1 of the applicable PPP Contract )


Unisex toilets

10


Male only toilets

10


Female only toilets

10


3.2 Train Service Facilities ( reference Appendix 4B of Schedule 2.1 of the applicable PPP Contract )


Clock in all Line Control Rooms and Signal Cabins

10


CCTV monitoring

10


CCTV recording facilities

10


Information Facilities/Long Line PA

10


Station Information Systems

10


Dot matrix control equipment

10


3.3 Service Critical Station Facilities ( reference Appendix 11C of Schedule 2.1 of the applicable PPP Contract )


Public Address System

10


Digitised voice announcer

10


CCTV : Ticket Hall and Station Exterior

10


CCTV : Routeway coverage

10


CCTV : Platform coverage

10


3.4 Service Critical Station Facilities at Infraco and on non-Infraco Stations' demise ( r eference Appendix 11C and 11D of Schedule 2.1 of the applicable PPP Contract )


Train OPO Equipment - Platform

10


Train OPO Equipment - In-cab

10


3.5 Operational Station Facilities ( reference Appendix 13A of Schedule 2.1 of the applicable PPP Contract )


Ticket Office clock

10


Ticket Office loudspeaker facility

10


Train Control Information Systems

10


Station Control Room clock

10


Platform Edge Doors

10


3.6 Customer facing Station Facilities ( reference Appendix 13B of Schedule 2.1 of the applicable PPP Contracts )


DMIs

10


Old Style Indicators

10


Toilet facilities-Male

10


Toilet facilities-Female

10


Help Points on platforms

10


Help Points in Routeways

10


Help Points in Ticket Hall(s)

10


Clocks on platform(s)

10


Clocks in Routeway

10


Clocks in Ticket Hall(s)

10


3.7 Station Facilities at non-Infraco Stations ( reference Appendix 13C of Schedule 2.1 of the applicable PPP Contracts )


DMIs

10


Old Style Indicators

10


3.8 Station Facilities at Travel Information Centres ( reference Appendix 13D of Schedule 2.1 of the applicable PPP Contract )


Toilets ( unisex )

10


Toilets ( Male or Female )

10


3.9 Mobility Impaired Lifts and ( Goods Lifts ( reference Appendix 13E of Schedule 2.1 of the applicable PPP Contract and paragraph 6.4 of this Performance Measurement Code )


Mobility Impaired Lift

10


Goods Lift

10


3.10 Cleaning Audit ( r eference paragraph 6.4 of Section Two of this Performance Measurement Code )


Failure to satisfy the cleaning audit required by paragraph 2 of Part B of Schedule 7 of this Performance Measurement Code ( Audit of Assets and Systems )


Stations

10


Train Crew Depots

10


Train Maintenance Depots

10


Event

Points per 1% drop below level of Availability, as set out in paragraph 1.13 of Schedule 2.1, per Payment Period for which the Failure or Defect continues ( percentage rounded to nearest number ).


3.11 Train Service Management Information Systems ( reference Appendix 4B of Schedule 2.1 of the applicable PPP Contract )


Train Service Management Information Systems

10


Event

Abatement Service Points per 1% drop below level of service set out in paragraph 3.1, 3.4, 3.5 and 3.6 of Schedule 2.1


4.1 Fault Reporting Centre Performance Service Points ( reference paragraph 6.5A of Section Two of this Performance Measurement Code )


Failure to meet the service requirements specified in paragraph 3.1

200

n/a


Failure to meet the service requirements specified in paragraph 3.4

5

n/a


Failure to meet the service requirements specified in paragraph 3.5

5

n/a


Failure to meet the service requirements specified in paragraph 3.6

5

n/a


Event

Abatement Service Points


4.2 Fault Rectification Service Points ( reference paragraph 6.5 of Section Two of this Performance Measurement Code )

Failure to meet the Standard Clearance Times and meeting the Special Clearance Times specified in accordance with paragraph 3 of Schedule 2.1 of the PPP Contract in respect of the following faults:

Abatement Service Points
 per 24 hour service day in excess of Standard Clearance Time

Bonus Service Points
 for each response within Special Clearance Time


Premises and structure-related faults including Signage faults ( other than cleaning related faults )

10

5


Litter and Spillage faults

10

5


All other cleaning faults

10

5


Power and electrical faults ( other than lighting related faults )

10

5


Lighting faults

10

5


Mechanical services faults

10

5


Communications faults

10

5


Alarm and control faults

10

5


Pumps and drains faults

10

5


Lift, escalator and Customer conveyor faults

10

5


Signalling

10

5


Track faults ( including Trackside Structure cleaning faults )

10

5


Train Rolling Stock faults ( including Train cab simulators )

10

n/a


Train Rolling Stock cleaning faults

10

n/a


Any faults relating to Station Facilities or Train Facilities which would result in safety or environmental contravention orders being issued against London Underground by the Health and Safety Executive ( including the HMRI ), the London Fire and Civil Defence Authority, Local Councils or any other regulatory body.

10

n/a


Coin or cash handling equipment and coin scales

10

5


Safes

10

5


Event

Abatement Service Points per Business Day in excess of period specified in paragraphs 6.2(a) and 6.2(c) of Schedule 2.1 of the applicable PPP Contract


5. Minor Works Service Points ( reference paragraph 6.6 of Section Two of this Performance Measurement Code )


Failure to deliver a written cost estimate to LUL within ten (10) Business Days of receipt of a Minor Works Request in accordance with paragraph 6.2(a) or within such other period of time as the Contract Managers may agree from time to time in accordance with paragraph 6.2(c) of Schedule 2.1 of the applicable PPP Contract.

5


Failure to complete Minor Works within twenty (20) Business Days of receipt of LUL's written acceptance of Infraco's cost estimate for Minor Works or within such other period of time as the Contract Managers may agree from time to time in accordance with paragraph 6.2(c) of Schedule 2.1 of the applicable PPP Contract.

10


Event

Abatement Service Points per Business Day in excess of period specified in paragraphs 6A.3(a) and 6.3(c) of Schedule 2.1 of the applicable PPP Contract.


6. Intermediate Works Service Points ( reference paragraph 6.7 of Section Two of this Performance Measurement Code )


Failure to deliver a written cost estimate to LUL within thirty (30) Business Days of receipt of an Intermediate Works Request in accordance with paragraph 6A.3(a) of Schedule 2.1 of the applicable PPP Contract.

10


Failure to complete Intermediate Works as soon as reasonably practicable and within six (6) months ( or such longer time as the parties agree ) of receipt of LUL's written acceptance of Infraco's cost estimate or within such other period of time as the parties may agree from time to time in accordance with paragraph 6A.3(c) of Schedule 2.1 of the applicable PPP Contracts.

20


Event

Abatement Service Points per 24 hour service day in excess of period specified in paragraphs 1.12.2, 1.12.3, 1.12.4, 2.9.2, 2.9.3 and 2.9.4 of the applicable PPP Contracts


7. Requests for Changes to Customer Information Service Points ( reference paragraph 6.8 of Section Two of this Performance Measurement Code )


Failure by Infraco to complete works by the date as specified in paragraphs 1.12.2, 1.12.3, 1.12.4, 2.9.2, 2.9.3 and 2.9.4 of Schedule 2.1 of the applicable PPP Contract.

10


Event

Abatement Service Points to be awarded for each Service Disruption designated as a Primary Disruption, and attributable to Infraco


8. Engineering Over-Run Service Points ( reference paragraph 6.9 of Section Two of this Performance Measurement Code )


Engineering Over-Run Service Points.

5 Service Points per minute, up to a maximum of 120 minutes


Event

Abatement Service Points per Payment Period


9. Train Cab Simulators Service Points ( reference paragraph 6.10 of Section Two of this Performance Measurement Code )


Failure to provide a Train cab simulator in respect of the introduction of any new type of Rolling Stock as set out in Schedule 5.5 of the PPP Contracts ( Training ).

500


Event

Abatement Service Points per Business Day in excess of period specified in paragraphs 6B.1, 6B.2 and 6B.3 of Schedule 2.1 of the applicable PPP Contract


10. Major Enhancement Services ( reference paragraph 6.11 of section two of this Performance Measurement Code )


Failure to respond to LUL within thirty (30) Business Days of receipt of LUL's Requirements Statement in accordance with paragraph 6B.1 of Schedule 2.1 of the PPP Contracts or within such other period of time as the parties may agree from time to time in accordance with paragraph 6B.3 of Schedule 2.1 of the PPP Contracts.

10


Failure to deliver a written cost estimate to LUL within thirty (30) Business Days of Infraco confirming willingness to proceed with Major Enhancement Services ( excluding services relating to a Line Extension Project ) in accordance with paragraph 6B.2 of Schedule 2.1 of the PPP Contracts.

10


Failure to deliver to LUL within ten (10) Business Days of Infraco confirming willingness to proceed with Major Enhancement Services in relation to a Line Extension, an estimate of the period of time it will reasonably require to provide a written estimate for such services, in accordance with paragraph 6B.2 of Schedule 2.1 of the PPP Contracts.

10

(ii) Contract Procedures and Documents



Event

Abatement Service Points to be awarded once on occurrence of each event

Correction Period ( days )


1. Audit ( reference paragraph 6.12 of Section Two of this Performance Measurement Code )


Failure to comply with clause 15 of the Service Contract of the PPP Contracts ( Audit ):


(a) Failure to allow access to LUL, its authorised representatives or any Authorised Third Party;

10

1


(b) Failure to make documents available for inspection;

50

7


(c) Provision of misinformation;

200

n/a


(d) Failure to comply with audit related Corrective Action Notice;

50

7


2. Contract Management ( reference paragraph 6.12 of Section Two of this Performance Measurement Code )


Failure to comply with Schedule 5 of the PPP Contracts ( Contract Management ):


(a) Failure to deliver Risk Management Plan by due date;

50

7


(b) Failure to provide Handback Plan as required by Schedule 5.6;

50

7


(c) Failure to deliver Quality Plan as required by Schedule 5.11;

50

7


(d) Failure to deliver Training Plan as required by Schedule 5.5;

50

7


(e) End of each day following failure to deliver complete Management Plan or management or programme information as required by Schedule 5.2;

50

n/a


3. Asset Management Regime ( reference paragraph 6.12 of Section Two of this Performance Measurement Code )


Failure to comply with Schedule 3 of the PPP Contracts ( Asset Management Regime and Condition and Residual Life Benchmarks ):


(a) Failure to deliver complete Asset Management Strategy and Annual Asset Management Plan as required by Schedule 3.1;

2000

5


(b) End of each day following failure to deliver complete Asset Management Strategy and Annual Asset Management Plan until such report is delivered.

70

n/a


(c) End of each day from date when Work Package Plan is due to be delivered to date when such Work Package Plan is delivered, as required by Schedule 3.1.

70

n/a


4. Assurance ( reference Paragraph 6.12 of Section Two of this Performance Measurement Code )


(a) Failure to submit Assurance Plan in accordance with Schedule 3.3 ( Assurance )

2000

5


5. Other Contract Conditions ( reference paragraph 6.12 of Section Two of this Performance Management Code )


(a) Misuse of data;

200

n/a


(b) Failure to comply with clause 45 of the Service Contract of the PPP Contracts ( Security Restrictions );

10

n/a


(c) Failure to provide information in accordance with the provisions of Schedule 3 ( Reporting Procedures ) and 5 ( Disruptions, Defects and Failures ) of this Performance Measurement Code;

10

14


(d) Failure to comply with the requirements of clause 25 of the Service Contract of the PPP Contracts ( Insurance );

20

n/a


(e) Failure to comply with the requirements of Schedule 5.4 of the PPP Contracts ( Sub-contracts );

20

n/a


(f) Failure to comply with the requirements of clause 48 of the Service Contract of the PPP Contracts ( Confidentiality and Disclosure );

20

n/a


(g) Failure to comply with the safety related requirements of the PPP Contracts.

20

n/a
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