Contract performance management
Contractors are required to provide a high level of customer service for the Assisted School Travel Program (ASTP).
Contract performance framework
Contractors are required to comply with the Eligible Service Provider Contract for the Provision of Assisted School Travel Services to the Assisted School Travel Program (PDF 1063.54KB) (Contract Agreement) while building and maintaining positive relationships with students, parents, schools, drivers, Assisted Travel Support Officers (ATSO) and the ASTP.
Managing excellent customer service
Delivering excellent customer service is essential to maintaining and growing a good partnership with the ASTP.
Excellent customer service requires:
- adherence to child protection requirements
- high moral and ethical standards, particularly in relation to child safety and wellbeing
- clear and open communication with good English skills
- ability to establish and maintain good working relationships with a variety of stakeholders
- knowledge of disability services and understanding the needs of people with disability
- deliver reliable services with courtesy and respect, understanding the individual needs of each student
- operating within the terms of the Department of Education Code of Conduct and the Contract Agreement (PDF 1063.54KB).
Issuing of contract performance notices
When an unsatisfactory or substandard performance of service is reported, the ASTP issues contract performance notices by email.
The contractor or authorised contract manager must reply within 7 days from the date of the notice. Responses direct from drivers, ATSOs or other stakeholders will not be accepted.
The types of notices are listed below:
- show cause notice
- matter finalised notice
- improvement notice
- notice of non-compliance – termination for cause (run) (Contract Agreement clause 26.2)
- performance evaluation notice - repeated poor performance (Contract Agreement clause 28)
- notice of non-compliance – termination for cause (service) (Contract Agreement clause 26.2).
The next section explains the notices in detail.
Show cause notice
Usually the first notice issued. The contractor is requested to investigate and respond to a reported incident then reply in writing within 7 days from the date of the notice.
While this issue is being investigated the ASTP may also seek further actions from the contractor. Examples can include:
- driver removal or suspension
- undertake a driver medical report
- request driving record
- driver to undertake an English course approved by the Department).
The ASTP will investigate the reported incident and determine one of outcomes listed below.
Matter finalised notice
The ASTP has investigated the incident and, based on the information received, is reasonably satisfied that no further action is required.
May be issued immediately when a serious incident has occurred, or following the response to a show cause notice.
Improvement notices are issued to reduce any identified risks and may have serious consequences where the contractor's performance of service is deemed unsatisfactory and substandard.
The contractor is requested to implement strategies to improve their level of service. The ASTP will continue to monitor the performance of the contractor.
Notice of non-compliance – termination for cause (run)
Will be issued when a serious safety incident has occurred, or a series of improvement notices issued and the contractor’s performance of service has continued to be unsatisfactory and substandard.
The ASTP Eligible Service Provider panel has reviewed investigated the incident(s) and based on the information received decided to terminate the run.
Other reasons for a termination notice are listed in the Contract Agreement.
Performance evaluation notice – repeated poor performance
The ongoing performance of a contractor is reviewed periodically by the ASTP.
Where a contractor has repeatedly demonstrated unsatisfactory performance, this may result in the contractor receiving a performance evaluation notice. Contractors may be subject to limited run allocation, loss of runs or impact on the allocation of future runs.
The ASTP considers contractor performance when assessing the capacity of future offers.
Notice of non-compliance – termination for cause (service)
Issued following a number of incidents, or an incident so serious that the ASTP Director has decided to terminate the service.
Right to appeal
Within 14 days of the notice, the contractor has the right to appeal the decision by providing additional supporting information not previously supplied by email to firstname.lastname@example.org.
The supporting information will be considered in addition to the information already received. An appeal outcome will be issued to the contractor. This decision is made by the ASTP Director and is final.