Many service providers identified that regular project review meetings with a PPP Project Co representative improved working relationship with the on-site FM operator, and gave traction on problem solving issues. This is consistent with the observations among contract managers noted in Section 3.3.
Nearly all service providers experiencing highly productive and satisfying relationships and responsive services from their on-site FM also reported regular meetings with a PPP Project Co representative (or in one case with the "boss of the boss" of their facilities manager). Service providers also observed that FM operations improved significantly once contractual abatements were implemented and the PPP Project Co representative took a close interest in the performance of the on-site FM operations.
At the other end of the satisfaction spectrum, a small number of service providers reported having long-term poor experiences with their on-site FM operator. These service providers reported they had no contact with a PPP Project Co representative nor senior executives from the FM operator. Moreover, these service providers did not feel empowered to escalate their issues.
Interestingly, this group of service providers reporting their poor on-site FM operator experience were from the same jurisdiction and had the same (head)
FM operator as another service provider group that reported they were delighted with their on-site FM operator. (This latter group came from a 2nd generation of PPP projects.)