6.14 For many projects, the most effective method of monitoring performance is to ensure that the day to day users or recipients of a service are trained to be aware of the service that they are entitled to receive and know what procedures to follow should the Project Company fail to respond to the service requirements.
6.15 The users of a facility, e.g. nurses, will not be aware of the detail contained within the contract. The users are also likely to have received the services in-house, where the practice in the past may be to make requests for a service to individuals rather than through a central help desk facility. Within a PPP/NPD contract it is important that the reporting procedures are followed and therefore that all requests for service are routed through the help desk.
6.16 For some services, the standard or scope of services being provided will differ from what has previously been provided and users may be unaware of the standard of service they are entitled to receive. Users will also probably be unaware of the difference between a service specified in terms of inputs (e.g. the number of times that a cleaner appears each day) and outputs (e.g. the facility is clean).
6.17 The Authority contract management team should look to support users. First, users should be provided with guidance regarding the standards and the quality of the service they can expect to receive. This will include providing clear user guidance, and service handbooks. Secondly, there should be a clear process by which users can report service deficiencies e.g. how to use any helpdesk which is provided and follow up requests that have not been fully addressed.
6.18 Finally, the Authority contract monitoring team should provide training for users such that users become competent in identifying their service requirements and recognising where the service standards fall short of the contracted requirements. The contract manager will need to make sure that the appropriate staff induction training includes sessions on contract monitoring so that new users understand the processes which they need to carry out. Users should also be clear on how they can escalate their concerns if the problem is not dealt with satisfactorily, and how the monitoring team will implement the terms of the contract to effect a solution to problems.
6.19 It is important that service users have confidence that their experiences and concerns are brought to the attention of the contract management team. Regular meetings should be held between user representatives and the Contractor and the Authority contract management team. Although the contract is between the Authority and the Contractor, users should not be left unsupported by the Authority. On projects that include several like facilities, most problems will be generic to each facility and it will be beneficial to hold meetings with representatives from each facility. This will also ensure consistency of provision and services among the facilities.