We found that there had been a considerable up-front effort to define performance requirements.

Contracts clearly specify performance standards. For example:

■  toilets and wash/shower areas to be completely clean and free from odours, stains, dirt, mould, limescale and dry germ. A streak and smear free finish is required

■  roofs and awnings must be free of noticeable distortion and remain weathertight

■  paint work must remain of uniform colour, with no chalking or lifting of the coating

■  ventilation services should perform at required rates and not leak

■  grassed areas should remain free of weeds and litter, with no lifting of turf

■  prevent theft and physical damage to the school facilities; respond to fire, intruder, security alarms within 30 minutes.

Performance failures must be rectified within set times. For example in the second contract:

■  matters that give rise to an immediate risk or fault to the health and safety or security of persons or property require a response within 30 minutes and permanent rectification before the start of the next school day

■  matters that inhibit the ability to effectively carry out education functions require a response within 1 hour and permanent rectification before the start of the next school day (if cleaning and waste management and janitorial services) or 3 days (if maintenance and other services)

■  other matters require a response within 2 hours and permanent rectification within 10 days.

Payment deductions apply if the failures are not rectified within the set times. For example in the second contract:

■  for matters that give rise to an immediate risk or fault to the health and safety or security of persons or property, the deduction would be $300 a day for a science laboratory

■  for matters that inhibit the ability to effectively carry out education functions, the deduction would be $150 a day for a general learning space

■  for other matters the deduction would be $60 a day for a public reception area.

These payment deductions can be significant. For example if an area is water damaged and the contractor has 10 days to fix it, but takes 12, the deduction applies to the whole 12 days.

There is a Help Desk and fault logging system and each school has an on-site manager employed by the private sector operator. The Help desk system creates work orders and generates 'help desk activity reports' (detailing date, item, originator, job no., priority, and completion).

In our view the performance requirements and help desk procedures are well specified.