Facility Statistics

Content:

Key Performance Indicators
Service Level Agreement
Complaints and Disputes Procedure


Key Performance Indicators (KPI)

The KPI for the EPSRC National Facility for AC-STEM are as follows:

A) The Number of Individual Researchers and University Research Groups ["Users"] that have been in contact with EPSRC National Facility for AC-STEM regarding the Service (e.g. for advice, guidance etc) and/or have made use of the EPSRC National Facility for AC-STEM in that Period. For each period this should be expressed as:
a Total Number of users together with an indication of the number of new users and the percentage of non-consortium PI proposals; the total number of users that have been trained; the total number of core (8 hour) user days approved.
(If it is possible to split the total number into EPSRC National Facility for AC-STEM Users and EPSRC National Facility for AC-STEM Enquiries then this would be advantageous)

B) The Uptime (or Downtime) of the EPSRC National Facility for AC-STEM Equipment within the period. This should be expressed as a percentage of the Total Available Time within that Period.

C) Number of User Complaints received during the period.

D) The Number of EPSRC National Facility for AC-STEM Publications and Presentations, both Internal and External, This should be expressed as a two separate numbers for the period.

E) The Number of (8 hour) user days approved that make use of facilities at the Consortium and external partner (i.e. non-Daresbury) sites for sub-contract processing during the period. This should be expressed as a Total Number of proposals and the total number of (8 hour user days) for the period.



Projects are divided into 4 categories and fall either under the core or the non-core provision of the EPSRC National Facility of AC- SSTEM:

Category  
Description
Provision
Cat1    Project with an EPSRC ticket with explicitly allocated SuperSTEM days
non-core
Cat2 Project with an EPSRC ticket without explicity allocated SuperSTEM days
core
Cat3
Project of an EPSRC elligible scientist without an EPSRC ticket
core
Cat4 Project with other funding (e.g. commercial, other RC)
non-core


The following spreadsheet lists the key performance indicators (KPI) and their monthly figures:
 

Service Level Agreement (SLA)

The EPSRC National Facility for AC-STEM will operate a Service Level Agreement (SLA) according to
the following:
  • samples will be requested of the User once their proposal has been approved and a date set for the work based on the prioritization agreed by the Allocation Panel, specifying a date for delivery of the samples
  • the time from arrival of a sample to logging in and informing a User of receipt will be less than 2 (two) working days, for all samples.
  • after the start of an examination of a sample, the first communication of the outcome will be provided within 5 (five) working days for 90% (ninety percent) of all samples
  • the time between the first communication of the outcome of a data collection and the provision of a final result will be agreed with the User at the end of the data acquisition. This will be recorded and met in 90% (ninety percent) of cases.
In „exceptional‟ cases, Users will be informed by the service operator if these benchmark times are going to be exceeded and an explanation provided.

The EPSRC National Facility for AC-STEM will be operational and available for STEM Research Service
use for 70% (seventy percent) of agreed operational time.

The EPSRC National Facility for AC-STEM will perform a minimum of 2 (two) training activities per year.

The EPSRC National Facility for AC-STEM will perform a minimum of 2 (two) publicity activities per year.

The EPSRC National Facility for AC-STEM will generate a minimum of 25 (twenty-five) research outputs (e.g publications, presentations, invited talks etc.) per year.

The EPSRC National Facility for AC-STEM will respond to all User enquiries clearly and quickly in line with the following timescales:
  • To e-mail or fax enquires within 5 (five) working days
  • To telephone enquiries within 2 (two) working days
The EPSRC National Facility for AC-STEM will respond to user complaints within 10 (ten) working days

The EPSRC National Facility for AC-STEM will treat all proposals equally and fairly

The EPSRC National Facility for AC-STEM will treat all Users equally and fairly

The EPSRC National Facility for AC-STEM will uphold high standards of integrity in all operations and in contact with Users



Complaints and Disputes Procedure (Draft)


Complaints

The EPSRC National Facility for AC-STEM management committee will identify a list of possible external,
independent (UK) user representatives on a three yearly basis. Wherever possible these names will be
academics or industrialists who have had experience of using aberration corrected STEM facilities but are
independent of the consortium team. These names will be communicated to the Steering Committee who
would choose the User Representative either from this list or, where appropriate, suggest an alternative
name. The Liaison Officer would contact the proposed Independent User Representative to seek their
agreement to stand for a three year period.

In consultation with the Steering Committee and Independent User Representative, the facility will initiate
a practice of issuing a user questionnaire to each user group at the end of a session. As part of that
questionnaire the complaints procedure will be outlined.

Should EPSRC Users deem that some part of the Research Service provided by the EPSRC National
Facility for AC-STEM has not been dealt with satisfactorily in some way, then they have the right to
activate the formal Complaints Procedure. However it is expected that, given good faith on both sides,
such issues can be resolved quickly without recourse to a formal complaint.

The Complaint Procedure shall be initiated within 10 (ten) working days of the date of the complaint
communication from the User.

The receipt of the complaint, and relevant details, shall be recorded by the EPSRC National Facility for
AC-STEM and the User provided with an acknowledgement of the complaint.

Note: EPSRC may also be informed that such an investigation has been commenced.

The complaint of a user would be directed to the on-site facility Liaison Officer. All complaints would be
reported to the Independent User Representative and the Chair of the EPSRC National Facility for AC-
STEM Management Committee. The Liaison officer would attempt to resolve the complaint as soon as
possible (or within a minimum 2 week period) in consultation with the User Representative. Whether the
complaint had been resolved by the Liaison Officer or not, the issue would be discussed at the following
Facility Management meeting with the User Representative in attendance, via Skype if necessary.

It is expected that the complaint investigation and resolution can be completed within 2 (two) working
weeks however, for more complex issues and provided that the User is informed, then this period may be
extended up to a maximum of 30 (thirty) working days.

A formal written communication of the complaint investigation and resolution shall be provided to the User
(and if appropriate EPSRC) however it would be expected that an interim or verbal communication is
provided at the earliest opportunity.

The EPSRC National Facility for AC-STEM, the User representative and the User (including EPSRC if
appropriate) shall attempt in good faith to negotiate a settlement to any dispute between them arising out
of or in connection with the EPSRC National Facility for AC-STEM within 30 (thirty) working days of the
initial notice of dispute.

If the dispute is resolved then the details are documented and signed by authorised representatives of all
parties and details of the findings and/or resolution shall be communicated to the User and/or EPSRC at
the earliest opportunity.

Copies of all appropriate documents relating to the complaint, its investigation and resolution shall be
retained by EPSRC National Facility for AC-STEM for a Minimum period of 5 (five) years.




Disputes

Should EPSRC Users deem that a major complaint, or a series of lesser complaints, on the EPSRC
National Facility for AC-STEM Service has not been satisfactorily resolved then they have the right to
activate the formal Dispute Procedure.

The Dispute Procedure shall be initiated within 10 (ten) working days of the date of the initial notice of
dispute from the User and EPSRC shall be informed that such an investigation has been commenced.
The EPSRC National Facility for AC-STEM Management Committee and the User (including EPSRC if
appropriate) shall attempt in good faith to negotiate a settlement to any dispute between them arising out
of or in connection with the EPSRC National Facility for AC-STEM within 30 (thirty) working days of the
initial notice of dispute.

It is expected that this negotiation would be between Senior Management representatives of all parties
who would have the authority to agree on an appropriate settlement to the dispute. The input of the
Steering Committee and the User representative will also be sought and formal records and minutes of
meetings would be taken and that copies of these documents are retained.

If the dispute is resolved then the details are documented and signed by authorised representatives of all
parties and details of the findings and/or resolution shall be communicated to the User and/or EPSRC at
the earliest opportunity.

If the parties should remain in dispute then the issue(s) shall be resolved by independent arbitration in
accordance with the Arbitration Act 1996, including any statutory modification or re-enactment unless
either EPSRC (or the User) considers that the dispute is not suitable for resolution by arbitration or the
EPSRC National Facility for AC-STEM does not agree to arbitration.

Note: Nothing in this dispute resolution procedure shall prevent any of the parties from seeking an interim
court order restraining the other from doing any act or compelling the other party to do any act.