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The following is a comparison of services that are currently provided by Priority Dispatch and the Academy compared to the services and features offered under the National Enterprise Maintenance Agreement (NEMA).
There are several of the services that are provided by NEMA that can be purchased for retail under the current contracts, none of the services are outright included in the contract. These services will be noted by the word “retail”. Following this document is a price list that shows the retail price that all Trusts(1) would currently pay and the NEMA discounted pricing for additional product beyond that covered by NEMA.
Item, product or service |
Current MPDS |
NEMA |
PRODUCTS |
|
|
ProQA Software |
Retail |
Included (2) |
AQUA Software |
Retail |
Included (2) |
ProQA & AQUA Loaners for Peak Dates |
Retail |
Included |
Cardsets |
Retail |
Included (2) |
CDE Advancement Series |
Retail |
Included (2) |
Field Responder Guides |
Retail |
Included (2) |
QA Protocol Guides |
Retail |
Included (2) |
Case Entry Pads |
Retail |
Included (2) |
Scoring Standards |
Retail |
Included (2) |
SEND Cards |
Retail |
Included (2) |
Extended Service Plan (ESP) for Software |
Retail |
Included |
Software Updates |
Included with ESP |
Included |
Software Upgrades |
Retail |
Included |
Cardset Updates & Upgrades |
Retail |
Included |
Principles of EMD |
Retail |
Discounted (3) |
Plastic Tray for Cards |
Retail |
Discounted (3) |
Plastic Sleeves for Cards |
Retail |
Discounted (3) |
Faircom |
Retail |
Discounted (3) |
SERVICES |
|
|
Consult Days |
Retail |
Included (4) |
Software IT Days |
Retail |
Included (4) |
ACE visit/review or days |
Retail |
Included |
Software Interfaces to 3rd parties |
Retail |
Included (5) |
TRAINING & FEES |
|
|
IAED Certification |
Retail |
Included |
IAED Recertification |
Retail |
Included |
IAED Membership |
Retail |
Included |
Instructor Fee (becomes Regional Rep) |
Retail |
Included |
ACE Fee |
Retail |
Included |
TERMS & CONDITIONS |
|
|
Simplified Billing |
No |
Annual or Quarterly billing |
Dedicated UK Website |
No |
www.prioritydispatch.co.uk |
National Accreditation Officer |
No |
Included |
Regular On-site "health check" visits |
No |
5 Annual Consult Days |
Beta Group and Acceptance Testing |
No |
Included (6) |
Research & Study Projects |
No |
Included (7) |
Price Increases |
Will Happen (8) |
Prices Locked for 5 Years |
SERVICE LEVEL AGREEMENT |
|
|
Service Level Agreement (SLA) |
No |
Included (9) |
Documented Issue/Complaint Resolution |
No |
Included |
24/7 Tech Support via Phone & Email |
No |
Included |
72 Hour On-site Response Tier 1 |
No |
Included |
INFRASTRUCTURE |
|
|
UK Based Legally Responsible Entity |
No |
Included |
Locally Staffed Offices (PDC & IAED) |
No |
Included |
UK Based Account Representative |
No |
Included |
UK Based Cert & Recert Processing |
No |
Included |
UK Based Product Distribution |
No |
Included |
UK Based Customer Service Desk |
No |
Included |
Single UK Phone number (PDC & IAED) |
No |
Included |
Manned UK Office Hours |
No |
Included |
Training Coordination |
No |
Included |
Certification Course Coordination |
No |
Included |
Instructor Training and Coordination |
No |
Included |
UK Standards Coordination |
No |
Included |
Participation in NEMA User Group |
No |
Included |
EMDQ/ACE User Group |
No |
Included |
Online/Web-based Recertification |
No |
Included |
UK Personnel-- some positions may be the same person or an individual |
Clinical Support |
No |
Included |
Administrative Support |
No |
Included |
QA Support |
No |
Included |
Technical Support |
No |
Included |
Account Representative |
No |
Included |
Instructor/Certification Support |
No |
Included |
Customer Service Helpdesk |
No |
Included |
(1) All contracts with all Trusts have currently reached or are beyond term. All pricing defaults to Priority Dispatch’s current retail pricing for all services and products. New contracts would need to be negotiated with each Trust to change any pricing or lock the current pricing from increasing for any term into the future.
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(2) Per NEMA, included without charge at an annual growth rate of net 10% for any given 2 year period. Additional product beyond these terms are at the NEMA discounted price as documented.
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(3) Hard product from 3rd party vendors, discounted to PDC’s cost.
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(4) 5 Consult and Software days a year are included at no charge. Additional days beyond these terms are at the NEMA discounted price as documented.
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(5) Interfaces to third party entities such as CADs, PSIAM, NHS backbone, etc are provided without charge for ProQA’s published Technical and Functional Specifications. Any requested enhancements to the interfaces beyond these specifications may require a fee for additional work performed.
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(6) Key components in NEMA are the acceptance testing process and computer lab that we will build. PDC will bring key users together at a computer lab (PDC purchased and maintained) and develop an acceptance testing process for ProQA with each of the UK CADs and their environments. Then PDC and the users will create an Acceptance Testing Group. This group will get together every 6 months to "sign off" on the release of ProQA (as PDC and representatives of the group will have tested according to the acceptance testing and computer lab). The software releases will then have documents on what the specific impacts are for each CAD and environment with FAQs and what to do. This will significantly decrease the workload at each Trust and make the implementation of each version well communicated and easy.
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(7) PDC and IAED will work with NEMA users to establish studies and study processes for dispatch sciences in the UK. PDC will then help create, fund and coordinate the studies and data gathering.
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(8) Neither PDC nor IAED have had a price increase in the UK for over 5 years. Both entities held off increasing the UK prices with all other regions a year ago anticipating successful completion of NEMA, these increases will now be realized in the next 12 months.
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(9) A 3 tiered service and support SLA is provided for Trusts under NEMA.
•Priority 1, critical, unable to use MPDS
Response : 4 hours
Resolution : 7 hours
Escalation: 72 hours*
•Priority 2, MPDS functioning with negative impact on user
Response : 4 hours
Resolution : 5 working days
Escalation: 9 working days
•Priority 3, change/enhancement request
Response : 5 working days
Resolution : 20 working days or as Documented
Escalation: 2 version release cycles
*-- Failure to properly escalate a Priority 1 issue can result in a 5% quarterlypayment credit for each quarter that the failure exists.
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