Radio outsource contract review 2001-02

Report: 21c
Date: 20 November 2003
By: Commissioner

Summary

The purpose of this report is to provide an overview of the services provided by ntl: in the third year of the contract for outsourced radio services, running from 25 October 2001 to 24 October 2002. The report gives details of the performance against service levels for the main services. It also highlights a number of improvements that have been made, and looks ahead to initiatives that ntl: will be undertaking in the future.

A. Recommendation

That the report be noted.

B. Supporting information

Performance

1. The standard of service delivery remained consistently high over the reporting period. System availability continued to exceed contract requirements, with levels of 99.91% for Metradio and 100% for Force radio (the core MPS radio services) being achieved. Performance against Service Level Agreement targets for these systems remained above target for most of the year with Metradio achieving an average of 93.4% compliance and Force 92% (against targets of 90% in both cases). The clear indication is that ntl: has successfully met their radio service support obligations under the contract.

2. Although overall fault numbers have fallen, maintaining service continuity remained a challenge as the radio systems got older. This was a particular problem on the Force radio system, which is now nearly 20 years old. With this in mind, a number of new Force transmitters were purchased which allowed ntl: to replace older equipment to be turned into a spare parts holding. Hopefully, this will allow the life of the Force radio system to be extended until it is replaced by Airwave.

3. In the area of special event support, the improved working arrangements between the MPS Operations Technical Support Unit (OTSU) and customers last year have resulted in ntl: providing a more cost-effective service. However, the additional requirements of the Golden Jubilee celebrations, coupled with the additional requirements of a royal funeral, have significantly offset any savings made in this area.

Key changes during the period

4. Over the year, ntl: have made or suggested various service improvements. These include the following:

• resolving problems with the SO Airwave terminal roll out
• improving the support of mobile data terminals
• installing temporary air-handling units at faulty radio sites
• loan of a Tetra base station for training purposes
• improving the despatch arrangements for faulty equipment

5. Applying these to contract service delivery has improved performance and flexibility, thereby enhancing the overall value of the service to the user community. In addition to the service benefits generated, ntl: estimate that the cash value of service improvements over the reporting period was £146k.

Future outlook

6. In order to improve management of the radio fleet, ntl: will be implementing in 2003 an interactive inventory control system for Finance and Resource Managers to track the deployment of MPS radio equipment.

7. The MPS will work with ntl: over the coming year to ensure that the contractual relationship continues to meet current and future operational needs.

C. Equality and diversity implications

There are no equality or diversity implications arising from this report.

D. Financial implications

The financial implications are contained in the linked Exempt Appendix.

E. Background papers

This report was based on information from the Radio Outsource Contract Review (October 2002), which covers the contract year 2001 to 2002.

F. Contact details

Report author: Kevin Taylor, Service Delivery Group, DoI, MPS.

For more information contact:

MPA general: 020 7202 0202
Media enquiries: 020 7202 0217/18

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