4.11 For many projects, the most effective method of monitoring performance is to ensure that the users or recipients of a service are aware of the service that they are entitled to receive, and know what procedures to follow should the Contractor fail to respond to the service requirements. It is important that the reporting procedures are followed and that all requests for service are routed through the correct channel.
4.12 The standard or scope of some services will differ from that, which has previously been provided. Users, who in certain instances may also have managerial roles, may be unaware of the standard of service to which they are entitled. Users will also need to understand the difference between a service specified in terms of inputs for example, the number of times that a cleaner appears each day, and outputs - the facility is clean.
4.13 It is important that service users have confidence that their experiences and concerns are brought to the attention of the contract management team. A PFI contract can frequently be a more formal mechanism of service delivery then users may be used to. Regular meetings should be held between user representatives, the Contractor and the Authority contract management team in order to maximise the service specified. Although the contract is between the Authority and the Contractor, users should not be excluded from inputting into the management of the contract.