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["TCC/2025/08/0001/103930/RFP"]
["Annexure E: Service Level Agreement between Transnet and ….............................."]
["….. - ….... Scoring Process"]
[]
["Scoring Key ","Performance Measures "]
["Between 0 - 94%","Performance Below Target- Identify Problematic Areas and Implement Service Recovery Plan Immediately",null," Process Alignment, Automation and Increase Client Satisfaction "]
["Between 95 - 100%","Maximise and Maintain Operationally Sound Processes & Procedures"]
[]
[]
["Quarter","Dates","Final Review "]
["Q1 ","Jan - Mar"]
["Q2","Apr - Jun"]
["Q3","Jul - Sep"]
["Q4","Oct - Dec"]
[null,"Average FY"]
["Notes:"]
["▪ A formal meeting and discussion will be held quarterly between Transnet SOC and …............................. representatives to calculate scoring ▪ Quarterly Balance Scorecard Review to be conducted "]
["▪ Once scoring signed off Scorecard and supporting documentation to be distributed to all OD's and Transnet Group Contract Manager"]
[]
[" Signature:…......................................................................",null,"Date:…...................................................."]

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["TCC/2025/08/0001/103930/RFP"]
["TCC/…..................................................","Initiatives ","Weightings","Frequency","Measures ","JAN                       Comments ","Score","FEB                       Comments ","Score","MAR                      Comments ","Score","APR                    Comments ","Score","MAY                     Comments ","Score","JUN                       Comments ","Score","Total Scoring"]
[]
["SYSTEM (50%) ","95% Uptime & Availability",{"v":0.05,"d":"5%"},"Quarterly",{"$nulls":13},{"$f":"(G4+I4+K4+M4+O4+Q4)/6","v":0}]
[null,"Creating & Loading of employees, cost centres & approvers/amendment of approval flows",{"v":0.05,"d":"5%"},"Monthly",{"$nulls":13},{"$f":"(G5+I5+K5+M5+O5+Q5)/6","v":0}]
[null,"Inventory & Compliance",{"v":0.3,"d":"30%"},"Monthly"]
[null,"Loading of Suppliers",{"v":0.05,"d":"5%"},"Monthly"]
[null,"Ticketing & Documentation",{"v":0.05,"d":"5%"},"Monthly"]
["OPERATIONS & SERVICE (20%) ","Call Centre & Travel Request form responsiveness",{"v":0.05,"d":"5%"},"Monthly",{"$nulls":13},0]
[null,"Quotations & Response Time",{"v":0.05,"d":"5%"},"Monthly"]
[null,"Foreign Exchange,Insurance, Health Requirements & Visas ",{"v":0.05,"d":"5%"},"Monthly"]
[null,"Complaint resolution & response time",{"v":0.05,"d":"5%"},"Monthly",{"$nulls":13},0]
[{"$nulls":17},0]
["FINANCE & ACCOUNTING (20%) ","Matched Lodged card statements",{"v":0.05,"d":"5%"},"Monthly",{"$nulls":13},0]
[null,"Management & Land Arrangement Faciliation Fee Invoices",{"v":0.05,"d":"5%"},"Monthly"]
[null,"Query Management & Disputes",{"v":0.05,"d":"5%"},"Monthly"]
[null,"Payment of Suppliers",{"v":0.05,"d":"5%"},"Monthly",{"$nulls":13},0]
["REPORTING (10%)","Monthly Distribution of ALL Reporting by the 10th ",{"v":0.1,"d":"10%"},"Monthly",{"$nulls":13},0]
[null,null,{"$f":"SUM(C4:C18)","v":{"v":1.0000000000000004,"d":"100%"}}]
[]
[]
["Signature:…........................................................",{"$nulls":3},"Date:….................................................."]

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["TCC/2025/08/0001/103930/RFP"]
["SLA SCORECARD - 4 PILLARS"]
["TRANSNET SOC"]
[]
["Pillars & Categories","Q1","Q2","Q3","Q4"]
["System "]
["Operations "]
["Acccounting & Finance "]
["Reporting "]
["Service Configuration:"," Online "]
[" "]
["PILLAR : SYSTEM","KPI TARGET","FREQUENCY OF TRACKING","SOURCE OF MEASUREMENT","Weighting",{"$nulls":5},"Comments",{"$nulls":3},"Action Points"]
[]
["Category Weighting",{"v":0.5,"d":"50%"}]
["Target % to be ACHIEVED ",{"v":0.45,"d":"45%"}]
["1.  ensure 95% system availability within a calendar month","System Uptime @ 95%","Quarterly","Sysytem Reporting & Server Reports",{"v":0.05,"d":"5%"}]
["1.1 Ensure continuous maintenance and upgrades, with minimal disruptions.                                                                                     "]
["2. Creating, Loading of Employees, Cost Centres & Approvers / Updating of Approval Flows "]
["2. 1. Create New Employee ","8 hours from receipt","Monthly","Based on Feedback ",{"v":0.05,"d":"5%"}]
["2. 2. Create New Cost Centre","8 hours from receipt","Monthly","Based on Feedback "]
["2. 3. Create New Approver & Update Approval Flow ","2 hours from receipt","Monthly","Based on Feedback "]
["3. Inventory & Compliance "," Travel Policy Compliance & adherence at all times.","Monthly","In & Out of Policy Reporting provided Monthly Travel Management Reporting",{"v":0.3,"d":"30%"}]
["3.1. System compliance and setup accordingly against the Transnet Travel Policy in accordance to National Treasury Schedule 2 framework rates & allowances"]
["3.1.1 Accommodation must include Bed & Breakfast and ability to eat Dinner within the framework allowance"]
["3.1.2 Inventory to include establishments within a 30 km radius of their specific location"]
["3.2. Adherence to the Transnet DOA and authorisation process"]
["3.3 Deviation from Policy requires written approval and authorisation from the designated approvers."]
["3.4.1 Loading of Book off Suppliers from receipt of request rates according to agreement ","4 hours from receipt","Monthly","Based on Feedback ",{"v":0.05,"d":"5%"}]
["3.4.2.Loading of accommodation and shuttle suppliers per the specific request rates and meal allowances in accordance and aligned with National Treasury rates "]
["4. Ticketing & Documentation","System generated Documentation - Within 2 hour of approval processed online","Monthly"," Email Log",{"v":0.05,"d":"5%"}]
["System generated ticketing issued upon approval, electronic itinerary and vouchers emailed directly to traveller and travel booker. Imperative that approval is done timeously by the Transnet Approver "]
["Minimum standard itinerary will include, Flight number, Routing and departure/arrival times, Class of travel, hotel and car reservation numbers."]
[null,{"$f":"SUM(E16:E32)","v":{"v":0.5,"d":"50%"}}]
[]
["PILLAR : Operations & Service","KPI TARGET","FREQUENCY OF TRACKING","SOURCE OF MEASUREMENT","Weighting",{"$nulls":5},"Comments",{"$nulls":3},"Action Points"]
[]
["Category Weighting: Accounting Procedure",{"v":0.2,"d":"20%"}]
["Target % to be ACHIEVED ",{"v":0.15,"d":"15%"}]
["1. Call Centre & Travel Request Form responsiveness",null,"Monthly ","Call Centre Reporting",{"v":0.05,"d":"5%"},{"v":0.95,"d":"95%"}]
["1.1.Operational Hours Business days & After Hours Emergency Support ","07:30- 17:00"]
["Ongoing and Daily Requirement within Business Operational Weekdays Hours excluding weekends and public holidays, calls to be answered within 5 rings. "]
["1.2. After hours - Emergency Call Centre to be operational and available between 17:00 & 07:30","17:00 - 07:30",{"$nulls":3},{"v":0.95,"d":"95%"}]
["After hours assistance during weekdays, weekends & Public Holidays"]
["1,3. TRF Responsiveness","2 Business Hour","Monthly ","TRF SLA Report  "]
["Travel Request Form - Acknowledge & respond within 1 business hour of receipt. "]
["4. Quotations & Response Time ",{"$nulls":3},{"v":0.05,"d":"5%"},{"v":0.95,"d":"95%"}]
["4.1 Domestic Online bookings to be reserved by Transnet Booker ONLINE - in the event of downtime or booker unable to reserve online …........ will offer lowest logical fare option within the Transnet Travel Policy upon the specified timelines:","2 business hours","Monthly ","Travel Request Form - SLA Report from System"]
["4.2 Regional Quotations from receipt of request","3 Business Hours"]
["4.3 International Point to Point  from reciept of request","3 Business Hours"]
["4.4 3 quotes for International complex cross border bookings will be provided. From the time requested …......will within 4 hours provide 3 quotes for complex cross border bookings.","4 Business Hours"]
["4.5 Innovative Routing from receipt of request","8 Business Hours"]
["4.6 Other bookings (e.g. tour operator): within 24 (twenty four) business hours","24 Business Hours"]
["4.7 Ensure lowest logical airfare offered first and corporate fares utilised "]
["4.8 Enquiries/Requests for changes on Existing Bookings submitted via TRF- response time from time of receipt","2 business hours"]
["5. Foreign Exchange,Insurance, Health Requirements & Visas ",null,"Monthly ","TMC Quotation Audit",{"v":0.05,"d":"5%"},{"v":0.95,"d":"95%"}]
["5.1. Travellers cheques, foreign exchange or travel cash cards provided as requested by the traveller in accordance with the Travel policy","2 business hours"]
["5.2 Insurance issued according to travel dates timeously and issued upon approval of trip on the system","2 business hours"]
["5.3 Provide travellers with advice on health requirements including types of innoculations and vaccinations required to certain areas or countries. Provided on quotation. ","3 Business hours"]
["5.4 Visa Requirements communicated timeously with accurate timeframes to the traveller ensure submitted with quote","3 Business Hours"]
["5.5. Ensure all travel arrangements including air and land are confirmed and processing of payment fulfilled for land before the Transnet traveller departs. "]
["6. Complaint Resolution & Response Time ","Acknowledgement within 2 hours, resolution within 3 working days depending on third party service failure","Monthly ","Service Excellence Report Complaint & Compliment ratio",{"v":0.05,"d":"5%"},{"v":0.95,"d":"95%"}]
["6.1 Complaint resolution and management by …....... notifying the relevant OD Head of impact. Valid TMC complaints logged; \n1 % ratio against transactions processed"]
[null,{"$f":"SUM(E39:E62)","v":{"v":0.2,"d":"20%"}}]
[]
["PILLAR : Finance & Admin - Accounting Procedure","KPI TARGET","FREQUENCY OF TRACKING","SOURCE OF MEASUREMENT","Weighting","Achieved",{"$nulls":4},"Comments",{"$nulls":3},"Action Points"]
[]
["Category Weighting: Accounting Procedure",{"v":0.2,"d":"20%"}]
["Target % to be ACHIEVED ",{"v":0.15,"d":"15%"}]
["1. Matched Lodged Card Statements ","Ensure matching of all transactions on statement","Monthly","Query Reports/Complaints Logged ",{"v":0.05,"d":"5%"},{"v":0.95,"d":"95%"}]
["1.1 Matching of all lodged card statements provided between the 03rd - 07th monthly"]
["1.2. Ensure provision of the valid & necessary supporting documentation required for invoices available to download from the System/electronically. Manual documentation in exceptional circumstances to enable payment","All invoices generated available online","Monthly","Query Reports/Complaints Logged"]
["2. Management & Land Arrangement Faciliation (Merchant Fee) Fee invoices will be submitted to Transnet by the 10th monthly and  invoices payable to The Service Provider within 30 days ","10th Monthly","Monthly","Query Reports/Complaints Logged ",{"v":0.05,"d":"5%"},{"v":0.95,"d":"95%"}]
["4. Query management and disputes to be resolved timeously, acknowledged within 1 hour of receipt and ongoing and continous feedback on status of query and resolution within billing month.","Acknowledgement within 1 hour resolution within billing month","Monthly","Query Reports/Complaints Logged",{"v":0.05,"d":"5%"},{"v":0.95,"d":"95%"}]
["5. Ensure timeous processing of payment of Book off suppliers & land arrangement suppliers.","Per agreed timelines with supplier","Monthly","Query Reports/Complaints Logged ",{"v":0.05,"d":"5%"}]
[null,{"$f":"SUM(E69:E74)","v":{"v":0.2,"d":"20%"}}]
[]
["PILLAR : Reporting ","KPI TARGET","FREQUENCY OF TRACKING","SOURCE OF MEASUREMENT","Weighting","Achieved",{"$nulls":4},"Comments",{"$nulls":3},"Action Points"]
[]
["Category Weighting: Reporting",{"v":0.1,"d":"10%"}]
["Target % to be ACHIEVED ",{"v":0.05,"d":"5%"}]
["1. Standard Reporting distributed monthly by the agreed upon date","10th Monthly","Monthly","Requests for Reporting/Complaints Logged ",{"v":0.1,"d":"10%"},{"v":0.95,"d":"95%"}]
["Monthly Management Information Systems (MIS) data on-time and reliable information                                                 Cost Containment Reports                                                                                                                                                            All transactions processed per Operating Division, detailed per category                                                                                                Number of changes, amendments and cancellations made                                                                                                                Savings achieved &  Missed savings Reporting                                                                                                                        In and out of policy reporting, no show report, unused and refund reports                                                                                             Complaints handling, recording and resolving - Report and Ratio transactions vs. complaints                                                      Green economy / Carbon footprint \nTransformation reporting\nMonthly & Quarterly review reports and meetings \nTicket refund reports \nOpen Invoice & Open Voucher Reports"]
[null,{"$f":"SUM(E81:E82)","v":{"v":0.1,"d":"10%"}}]
[]
["Signature:…........................................................",null,"Date: …............................"]