AAA Change text size and contrast

Managing contractor performance is essential for delivering the council's objectives and targets.  This is most important when key services are almost completely outsourced, leaving the council with very limited capacity for service delivery, day-to-day management and supporting poor performance.  Working jointly with contractors to regularly review performance is therefore essential.

The council has established a formal process for reviewing the performance of contractors.  The seven largest contractors are reviewed annually and assessed according to:

• performance measured against key performance targets
• customer satisfaction with total service experience
• council satisfaction as client

The classifications awarded to contractors are designed to be similar and consistent with Comprehensive Performance Assessment (CPA).  The contractors are offered the opportunity to give feedback on their assessment, and to suggest ways in which the council could help the contractor to improve its service and develop the partnership further.