3.20 Critical to ensuring a smooth transition to the operational phases will be the development of User Guides and Training. In some instances, these will be developed jointly with the PPP Contractor. The guides are likely to cover the following areas for each category of staff:
o Users of the Facilities - should be trained on the specific services to be delivered by the PPP Contractor. This should detail the services to be provided and the standards they are to be provided to; how they will report service failures; how the Procuring Authority will monitor the service and ultimately how the Authority can adjust the payment made for service failures. This training may be provided by way of user workshops and the development of user manuals. It is essential that a Procuring Authority involves the PPP Contractor in aspects of this training - for example, outlining to users how the facility/service will work and what happens when they report failures.
o Compliance/Monitoring Teams - should be trained in the detailed payment mechanism provisions and in particular, the service standards to be applied. A Procuring Authority should consider how they wish to monitor the performance of the contract and develop appropriate procedures for doing so. This may include the following options, which are not exhaustive:
i. Having a delegated facilities representative, for example, the local business manager, who monitors the performance of the facility and services on site. They would then review monthly performance reports to flag up any issues with the completeness or accuracy of the reporting. They would report into the contract manager.
ii. Employing specific compliance teams to spot check facilities to ensure that the required performance standards are being met and that the performance reports received from the PPP contract are complete and accurate.
3.21 Guides relating to the payment mechanism should be developed which cover areas such as:
o Overview of the payment mechanism - its objectives and broad principles
o The use of zones or areas as a basis for deductions
o Deductions including multipliers and repeat failures
o Deadlines relating to the payment mechanism
3.22 Guides relating to the negotiated position on areas such as malicious damage should also be developed. These should clearly indicate:
o Who is responsible for what damage when
o The reporting procedures for malicious damage so that both parties can verify that (1) malicious damage has occurred; and (2) when it occurred.
o The evidence required to demonstrate that damage is malicious rather than wear and tear which will be resolved through the payment mechanism.
o The timetable for reporting malicious damage so claims can be verified on a timely basis.