A new approach to the management of the contract and relationship

2.9  The Department and Land Securities Trillium are jointly developing a partnering agreement to formalise the principles and protocols by which the contract and relationship have been and will continue to be managed in future. The agreement will define the roles and responsibilities of the supplier, the contract manager, and the customer (both the individual "end" customer and the focal point or intelligent customer), and set out what is expected of each, including behaviours. It will re-emphasise the positive action required of the supplier in service delivery and estate portfolio management, and the active engagement with customers that will be expected. It will explain how the contract manager will monitor supplier performance at both strategic and detailed levels, and will provide relevant information about business objectives and planning with the supplier. The routes, process and timescales for escalating issues which cannot be resolved satisfactorily at initial levels will be described in the agreement. The objective is to have the agreement applied throughout the estates supply chain, and for it to be in place by autumn 2004. Other improvements to existing value for money mechanisms are detailed at Appendix 2.