5.28 Purpose: Guides to the contract for Authority monitoring staff and end users are helpful to provide a summary in plain English of the areas of the contract that are most likely to be used or referred to. This would include details of the payment mechanism regime, help desk, malicious damage, insurance, health and safety, communications strategy, etc. Contract managers should still rely upon the contract as the essential component of contract management.
5.29 Areas to consider: It is often helpful if a guide to the contract for users is provided. Such a guide will provide users with an understanding of their obligations under the contract (e.g. contacting the helpdesk in the case of problems); clarifying how and when they should have access to the Contractor and to show what the required procedures are. The user guide should also explain:
• what services the user should expect to receive
• what to do if these are not being delivered
• how the operation of the building interacts with existing operational policies; and
• communication protocols with users, the Authority's monitoring team and the PPP/NPD Contractor.