5.  Building strategies in the PPP arrangements that promote open and smooth communications with service providers and FM operators during operational phase

Service providers suggested the introduction of several communication initiatives to improve their experience of the PPP project. One suggestion was formal communication protocols to deal with their large and small concerns. Some service providers pointed out that "small" concerns (normally low-value, frequent and capable of being quickly addressed) had a way of cumulating and causing significant dissatisfaction. These protocols should allow service providers to follow through the escalation of their concerns from the on-site FM operator through to the PPP Project Co.

Service providers also suggested that the on-site FM services be the focus of continuing communication through the facility. They suggested that the FM operator and PPP Project Co market and advertise throughout the site to all staff and their client community, and include in their communications:

•  service ethos

•  service outcomes that define 'success for them'

•  the specific services under contract

•  quality and time measures of performance

•  identifying ongoing on-site FM staff

•  identifying and notifying visiting FM personnel (for example, trades and people on-site temporarily)

•  notification of jobs and services being undertaken - commencement and completion dates and description of the quality standard, and

•  regular and on-time notification of successes and failures in the provision of FM services.

Some service providers were of the view the on-going performance of the FM operator and PPP Project Co should be made visible to all staff and their client community.