|
Action
|
Risk
|
Solutions
|
|---|---|---|
| Contract not monitored |
- Standards fall and goods/services are not as required under the contract - Opportunities for possible improvements are not identified or investigated and improved value for money is not achieved |
- For service contracts ensure a Service Level Agreement (SLA) is developed, agreed and signed by all parties and use this to measure performance of contractor - For all contracts, seek feedback from end users and take action should problems arise - Hold regular meetings with the contractor and either ask a number of end user representatives to attend or seek their views beforehand - Encourage suggestions from all parties on how the contract could be improved (to the benefit of both sides) |
| Minor problems are not dealt with |
- Minor problems develop into major problems - Standards fall and goods/services are not as required under the contract - The contractor believes that you are happy to receive the lower quality of service and it may be difficult to raise the standards again - Staff unhappy with the contract do not use it but purchase the product from a non-contracted supplier |
- Seek regular feedback from both the end users and the contractor - Review complaints and perceived problems, look for patterns and common causes, seek to find solutions - Seek feedback from the contractor |
| Relationship becomes too ‘cosy’ |
- The contractor and end users become complacent and opportunities to gain improved value for money are missed - The contractor believes that you are happy to receive the lower quality of service and it may be difficult to raise the standards again |
- While partnership relationships are encouraged these should be market tested by tendering the requirement on a regular basis (at least every 4 years) |
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Comments
- Standards fall and goods/services are not as required under the contract
- Opportunities for possible improvements are not identified or investigated and improved value for money is not achieved
- For service contracts ensure a Service Level Agreement (SLA) is developed, agreed and signed by all parties and use this to measure performance of contractor
- For all contracts, seek feedback from end users and take action should problems arise
- Hold regular meetings with the contractor and either ask a number of end user representatives to attend or seek their views beforehand
- Encourage suggestions from all parties on how the contract could be improved (to the benefit of both sides)
- Minor problems develop into major problems
- Standards fall and goods/services are not as required under the contract
- The contractor believes that you are happy to receive the lower quality of service and it may be difficult to raise the standards again
- Staff unhappy with the contract do not use it but purchase the product from a non-contracted supplier
- Seek regular feedback from both the end users and the contractor
- Review complaints and perceived problems, look for patterns and common causes, seek to find solutions
- Seek feedback from the contractor
- The contractor and end users become complacent and opportunities to gain improved value for money are missed
- The contractor believes that you are happy to receive the lower quality of service and it may be difficult to raise the standards again