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KPI and service level framework
What wins points
Clear, measurable KPIs linked to Article 70 conditions for performance show you can meet the contract’s objectives and score well under award criteria (Article 67).
What gets bids disqualified
Missing or vague KPI definitions, or failure to address Article 70 performance conditions, can trigger exclusion under quality‑assurance standards (Article 62) and certification requirements (Article 64).
Evaluator's view
Reviewers first verify that each KPI is SMART and directly tied to a contractual clause; compliance with Article 70 is checked before scoring.
KPI and service level framework
What this is
A concise description of the key performance indicators (KPIs) and service level targets that will be used to monitor contract performance.
When you need it
Required during the preparation of the technical offer when the tender specifies performance‑based award criteria (Article 67) or conditions for contract performance (Article 70). It is often mandatory for contracts involving services or works with measurable outcomes.
How to fill it in
- Identify the contractual objectives from the tender documents.
- Define each KPI using SMART criteria – specific, measurable, achievable, relevant, time‑bound.
- Assign a target value and measurement method (e.g., units, frequency of reporting).
- Link each KPI to the corresponding contract clause (e.g., Article 70 conditions for performance).
- Indicate any penalties or incentives tied to the KPI achievement.
- Provide references to supporting evidence (certifications, past performance records) as required by the tender pack.
Template
**Contract reference:** [Enter contract name/ID] **KPIs** | KPI | Target | Measurement method | Reference clause | |-----|--------|-------------------|-----------------| | [Describe KPI] | [Value] | [How measured] | Article 70 | | ... | ... | ... | ... | **Service level targets** | Service | Level | Penalty / Incentive | |---------|-------|---------------------| | [Enter service] | [Specify level, e.g., 99% uptime] | [Detail any penalty or bonus] | ... | ... | ... |
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