5.8 Regular and routine feedback is given to suppliers on their performance.
5.9 There are clear contact points for service users both within the supplier organisation and with the contract manager. Users understand what the contract is intended to deliver, and are involved in the assessment of supplier performance where relevant. Users understand escalation routes where issues arise.
5.10 Changes in user requirements are captured and considered as part of formal change and contract management processes.
5.11 There are formal performance reviews with suppliers, with documented improvement plans agreed where necessary, covering both operational issues and adherence to key contractual requirements, for example, on data security.
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