1.11 Monitoring the performance of the Contract is ultimately the responsibility of the Authority. Most contracts will require the Contractor to undertake self monitoring of performance, and the Authority will rely heavily on information provided by the Contractor in order to carry out its role effectively. It is essential that both parties co-operate and periodically review:
• whether the information which is provided is accurate and relevant; and
• whether the processes which both parties use work effectively.
Direct electronic access to the help desk will be very useful tool for the Authority in respect of performance monitoring
1.12 The Authority will have a number of roles, possibly at different levels, in managing the contract. It will have a strategic commercial contract management role, in sharing policy and other strategic developments with the Contractor. It will also have a more operational role in monitoring :
• the contract to ensure that the obligations in the contract are being met and remain with the party contracted to fulfil these; and
• the performance of the Contractor so that services are delivered to the required standard and the actions for non-performance set out in the contract are adhered to.
• That the Authority and the end users meet their obligations in respect of the contract;
• That the project benefits identified within the FBC have been delivered through mechanisms such as the Post Occupation Evaluations. Feedback can also be addressed within the communications strategy with stakeholders.
1.13 This guidance focuses primarily on the operational monitoring role and assumes that the two monitoring functions referred to above are carried out by the same team within an Authority.
1.14 This guidance applies to both a) projects where there is one direct relationship between the Authority and the Contractor and b) projects where there is an added relationship with some of the day to day performance monitoring function carried out by third party users such as on-site medical or school staff.
1.15 For projects which have third parties carrying out part of the monitoring function, Authorities will need to ensure that appropriate procedures and training are in place to enable these users of the service to carry out their monitoring obligations and to access the Authority's contract management team.