3.23 Purpose: The Authority can make decisions about the state of the project only if it has access to adequate information about performance. The contract manager will need to set out how the monitoring team will capture and interpret the performance information supplied by the Contractor.
Useful documents: The contract, Office of Government Commerce's (OGC) ICT Model Services Agreement 2006 where relevant8.
Areas to consider: The contract will set out the key information that needs to be collected as part of the bid submissions. The Contractor's proposals should include examples of how bidders propose to provide this information - for example, how they will log helpdesk calls and provide a record of progress in resolving issues. The reporting documents which the Authority will receive from the Contractor should include:
• performance management information;
• achievement of milestones against timetables;
• user feedback; and
• action taken to address problem areas.
3.24 It is important for the effective operation of the contract that the Authority receives regular performance reports from the Contractor. Authorities will need this information in order to assess performance, calculate penalty points and make deductions from the Unitary Charge if appropriate. The contract will also allow for the Authority to carry out audits.
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8 Please see Partnerships UK's website: www.partnershipsuk.org.uk