3.10 Purpose: Well-managed stakeholder communications are essential for a successful project. Authorities need to make sure that stakeholder expectations are realistic. Consultation and communication with users also provides evidence as to whether the service is meeting its original objectives.
3.11 Useful documents: The project will have a communications plan for the procurement phase. This should be updated to cover the construction and operational phases. Chapter 4 of this guidance provides more detail on how to prepare users for service delivery.
3.12 Areas to consider: PFI projects are likely to have a large range of users who will change over the life of the contract. It is essential that the communications plan includes the opportunity to update and train users to make sure that their expectations remain realistic and that they understand the project's objectives. Before the project becomes operational, both parties should repeat the exercise of re-stating the mutual objectives, and an unambiguous description of success. Projects may also wish to consider how they will communicate the success of the project to the wider community.