2.69 The Department's arrangements for reviewing projects should help ensure that lessons learned are taken into account for the future. However, failure to set key performance criteria for new work delivered under the partnership prevents the Department's Contract Management Team from obtaining a reliable view of the quality of EDS service delivery. It would also make it difficult for the Department to identify poor performance and take remedial action.
Recommendation 9 | Key performance criteria should always be established before the Department accepts delivery of a product from EDS, and the development of such criteria should be monitored actively under the Department's risk management plan. |