3.25 The success of the operational phase will depend on the accuracy of the information recorded, and it is therefore important that information is maintained in a user-friendly, transparent format to enable easy access and retrieval. The contract manager should also make sure that there is an information strategy and that the information relating to the project is collected, maintained and organised for easy retrieval and periodic review. The contract manager should identify:
• the method of delivery of reports, their format, compatibility, how they will be updated and any document management system which should be put in place for the life of the contract;
• the frequency of reporting;
• who is to provide the analysis of the information and how the information can be compared over time;
• methods of ensuring that the quality of reporting is maintained; and
• how the reporting framework will have sufficient flexibility to cope with new information requirements.
3.26 It is sensible to have shared access to important management information. For example, the contract, records of agreements and information on variations might be held on a secure shared website to avoid ambiguity as to their content and status at any point of time.
3.27 The Authority contract management team should look to support users who are involved in contract monitoring, for instance school head teachers. Users should be provided with guidance regarding the standards and the quality of the service they can expect to receive. This will include providing clear user guidance, and service handbooks. There should also be a clear process by which users can report service deficiencies, through a help desk or similar mechanism.
3.28 It is essential that both parties sign off these documents as being the accurate record of what has been agreed. The Authority will need to agree with the Contractor who should have access to what information. As a general principle the Government attaches real significance to transparency within PFI. All information regarding operational performance should be made available to on-site contract monitoring teams. SOPC 4 contains wording on information sharing provisions.