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Pack 06 / 09 · The Dispatch Desk™

THE DISPATCH DESK™STAGE 06 · THE SCORE

The Score™

Performance Reporting & Deductions Defence

The monthly score. SLA performance measured, breaches root-caused, deductions defended or accepted. The report that keeps the contract healthy — and protects your margin when the client's QS comes looking.

Client: Aldgate Borough Council · 42 sites
Contract: NEC4 TSC · £2.4m/year
Period: Month 18 · May 2026

SLA PERFORMANCE — MAY 2026

96.7% Overall — 175 of 180 Within SLA

Monthly SLA performance across all 4 priority levels for the Aldgate Borough Council contract. Contract target is 95% — exceeded by 1.7 percentage points. 5 breaches, all root-caused, all documented.

P1 EMERGENCY

100%

8/8 met · 0 breaches

Target: 2hr/4hr

P2 URGENT

94.1%

32/34 met · 2 breaches

Target: 4hr/8hr

P3 ROUTINE

96.9%

93/96 met · 3 breaches

Target: 24hr/5d

P4 PLANNED

100%

42/42 met · 0 breaches

Target: 48hr/20d

96.7%

OVERALL COMPLIANCE

95.0%

CONTRACT TARGET

+1.7pp

ABOVE TARGET

TOTAL BREACHES

BREACH ANALYSIS

5 Breaches — Root Causes Documented

Ticket	Site	Pri	Breach Type	Root Cause	Deduction	Status
TKT-03821	Civic Offices	P2	Response (4h22m vs 4h)	A57 road closure — diversion added 30 mins to travel	£250	Accepted
TKT-03829	Parkside Library	P2	Response (4h45m vs 4h)	Engineer on site at 3h10m — keyholder 45 mins late	£250	Defending
TKT-03836	Aldgate CC	P3	Fix (5d 4h vs 5d)	Parts delay — specialist valve 3-day lead time from supplier	£100	Accepted
TKT-03861	Borough Hall	P3	Fix (6d vs 5d)	Initial diagnosis incorrect — follow-up visit needed	£100	Accepted
TKT-03872	Riverside Leisure	P3	Response (26h vs 24h)	All engineers committed on P1/P2 calls — queue delay	£100	Accepted
TOTAL DEDUCTION EXPOSURE					£800

Accepted: £550 (4 breaches). Defending: £250 (TKT-03829 — keyholder delay, defence pack submitted 16 May).

DEDUCTIONS DEFENCE — TKT-03829

Keyholder Delay — Defence in Progress

TKT-2026-03829 Deduction Defence

DEDUCTION

£250 — P2 response breach (4h45m vs 4h target)

DEFENCE

Keyholder delay. Engineer D. Okonkwo arrived at Parkside Library at 3h10m after call receipt — within the 4hr response target. However, the caretaker (keyholder) did not arrive until 45 minutes later. The SLA response clock should start from the point access was available, not from call receipt, per Contract Schedule 4, clause 8.3(b): "where access is dependent on a third party, the SLA clock pauses until access is provided."

EVIDENCE

Engineer GPS arrival timestamp (3h10m) · Engineer app log showing "waiting for keyholder" status at 3h10m · Caretaker arrival logged at 3h55m (45-min wait) · Call log to caretaker at 3h15m (no answer) · Second call at 3h30m (answered, confirmed en route) · Photo of locked building entrance at 3h12m

STATUS

Submitted to H. Marsden (Aldgate BC contract manager) 16 May. Response pending. If accepted: £250 deduction reversed. If rejected: escalation to NEC4 TSC dispute resolution procedure.

TKT-2026-03847 — FINAL SLA RECORD

Library Roof Leak — Scored and Closed

TKT-2026-03847 SLA Performance Record

RESPONSE SLA

MET — Target: 4 hours. Actual: 1hr 24mins. Engineer on site at 10:38 (call received 09:14).

FIX SLA

MET — Target: 8 hours. Actual: 3hr 36mins. Temporary repair completed and water ingress stopped by 12:50.

DEDUCTION

NONE — both response and fix SLA met. No deduction exposure.

FOLLOW-UP

WO-2026-00847 raised for permanent lead flashing replacement. Subject to listed building consent. Tracked in follow-up register — target completion: 8 weeks from consent.

EVIDENCE CHAIN

Complete: call recording (09:14) → ticket created (09:14) → triage P2 confirmed (09:16) → dispatch to D. Okonkwo (09:18) → acknowledge (09:22) → en route (10:12) → arrival GPS (10:38) → 6 photos uploaded → diagnosis recorded → completion record → customer signature (13:12) → SLA timestamps verified → ticket closed (13:15).

TOTAL COST

Labour: £131.50 · Materials: £29.60 · Total: £161.10. Cumulative cost on this roof section (3 calls): £531.10. Estimated permanent repair: £1,800.

STAGE 06 GATE — THE SCORE

Scored. Defended. Cycle Complete.

✓SLA compliance calculated per priority level

✓Each breach root-caused and documented

✓Deductions accepted with reasoning or defended with evidence

✓Defence packs compiled with evidence chains from earlier stages

✓Follow-up works orders tracked in register

✓Evidence chain verified for every ticket

✓Monthly performance report compiled for client

✓TKT-03847 thread closed — complete from Bell to Score

The Dispatch Desk cycle is complete. The bell rang. The score settled. Every ticket between — captured, classified, dispatched, completed, evidenced and reported. The monthly pack goes to Aldgate BC's contract manager with the same data the internal team uses — no surprises.

THE DISPATCH DESK™ — COMPLETE

The bell rings. The score settles. Every ticket between.

Six stages. One ticket tracked from intake to performance report. 180 calls, 42 sites, 4 priority levels. 96.7% SLA compliance. 1 deduction defended. Every timestamp evidenced, every diagnosis documented, every follow-up tracked. That's what dispatch looks like when it's systematised.

CALLS

180

SLA MET

96.7%

DEFENDED

£250

FIRST FIX

78%