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last updated: 5th February 2015

 

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)
Rating:
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Your rating: None
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)
0
Your rating: None

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