The KPIs for this project are around lane availability, incident detection and response time, maintenance, lighting, vents and safety features. The operations contractor was actively involved during the design development and construction phase, which allowed it to suggest improvements and ensured that it was satisfied that the proposed design would meet the availability and performance standards. As part of this engagement, KPIs were also reviewed in terms of their practicality from a performance standards point of view. The engagement of the operations contractor in this process was quite important to ensure the practicality of the operations obligations.

Construction performance is monitored by two third party consultants, supporting the Procuring Authority's team: a Construction Engineering Inspection (CEI) consultant, and the owner's (i.e. the Procuring Authority) representative. These consultants submitted regular monthly progress reports and have attended regular progress meetings with the Project Company and the construction contractor.

The Procuring Authority did not have the relevant operations and maintenance expertise on tunnels and it therefore had in place an operations and maintenance oversight contract with relevant third parties to help with independent performance monitoring and contract management. The Procuring Authority's team conducts spot checks of performance standards, reported failures and the workings of the operations control room.

The Procuring Authority found the first three months of the operations phase to be the most challenging, as they presented a learning curve for both the Project Company team and the Procuring Authority team. During this period, many operational procedures and staffing requirements were adjusted to suit actual conditions.