[holding answer 3 March 2010]: The Department has Key Performance Indicators (KPIs) in place to monitor Eaga's performance and hold regular meetings with Eaga at which time any concerns we have will be raised with them. Under the terms of the contract, my Department and Eaga will review the current KPIs this year. Furthermore, my Department engages independent Consultants and Quality Assessors, WYG, to audit Eaga's performance. Over the past two years the quarterly scorecards have shown that Eaga have principally met their key performance indicators. Provisions within the contract between the Department and Eaga allows the Department to claim and be paid service credits for any failure by Eaga to reach a set target for delivery against key KPIs. To date, the Department has not had to enforce the payment of service credits for failure to meet KPIs.