11 NS&I, SBS and Siemens AG have all learnt lessons from their experiences on this deal. NS&I chose the best partner, but at the start of the contract it and SBS had not moved sufficiently away from a traditional customer and supplier relationship. Both parties failed to recognise the influence NS&I could have on SBS's operational costs and each failed to adequately challenge the other's actions and behaviour.
12 They learnt that parties to a PFI contract need to adopt a whole business approach, where decisions are based on what is best for the business as a whole rather than what is best for NS&I or for SBS, if each is to achieve its respective objectives. NS&I revised governance arrangements for the contract accordingly to achieve the modernisation of its operations.
13 Siemens AG and SBS discovered that this contract was more challenging than they originally thought. They did not employ sufficient management resources, nor make sufficient use of existing knowledge within the business. Siemens AG rectified this through bringing in new managers, predominately from its own organisation, who were known deliverers of change. Despite the problems SBS has faced, Siemens AG remains committed to the deal. In case of any failure of delivery NS&I has detailed contingency plans in place.