Contract Management Toolkit – a step-by-step guide for effective Contract Management –

Copyright © 2010-2011 Sheffield City Council

Contract Management Toolkit – a step-by-step guide for effective Contract

Management –Self Service Guide

Click this link to open the guide

'The user is licensed to use this toolkit, associated files, CD-Rom and content contained within, in accordance with the Terms and Conditions set out in the

Agreement for Contract Management and Consultancy Services between Sheffield City Council and the user.

By accessing this toolkit and associated documents, you acknowledge that you agree with these Terms and Conditions.'


Contract Management ToolkitTo help you to manage your Contracts & Agreements as effectively as possible, a series of processes have been identified a best practice approach to Contract Management.

These processes need to be applied across all commercial relationships to ensure that you are getting best value out of your contract and to ensure that you are keeping legal in your commercial activities.

The Contract Management Toolkit will enable you to identify and apply the processes that are relevant to your specific contract, which will vary, depending on the size and risk of the Contract. Toolkit

Contents:Click this link to open the toolkit

Contract Management Toolkit - Self-Service Guide

Strategic Contract Management Team: Tel: 0114 20 53110Back to previous slid

e

Introduction:

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Toolkit Contents

Contract Categorisation:Click this link to categorise a contract


This self-service guide will help you to use the Toolkit’s featuresin a step-by-step manner to:

1. Categorise your contract, based on value and risk

2. Identify all the relevant processes

3. Access guidance and documents to comply with the

corporate approach, and apply currently identified best-

practice.

Image: FreeDigitalPhotos.net

Back to previous slide

Back to the beginning

Introduction:

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Strategic Contract Management Team: Tel: 0114 20 53110


Categorise your Contract:To be able to apply the toolkit to your contract, you first need to determine which category – Major, Medium or Minor – your contract falls into.

Of course, each contract will vary, so some flexibility in the application of the following guidance is perfectly acceptable.

To categorise a Contract, a matrix is used to plot the Annual Cost of the Agreement, against the Level of Risk carried by your organisation.

Assessing the Risk Level is partly subjective, but as a minimum you should assess ‘Risk’ against the following criteria:

• Duration of Agreement.• Reputation of your Organisation• Alignment of services to your Organisation

priorities/ meeting policy requirements.• Scope of services provided.• Criticality of services provided.

For further assistance with Risk Assessment of your Contract, please contact the Strategic Contracts Management Team.




Categorise your contract:Click this link to categorise your contract using the matrix

Step 1 of 7:

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Categorise your Contract:


1. Determine the Annual Cost of your Contract

2. Determine the Risk Level of your Contract

3. Cross reference Cost & Risk using the Matrix opposite, and determine your Contract Category.

4. Click on the relevant link below to access your Contract Toolkit: -


MajorContract

MajorContract

MajorContract

MajorContract

MediumContract

MediumContract

MediumContract

MinorContract

Click here for a Minor Contract

Click here for a Medium Contract

Click here for a Major Contract

Instructions:


Step 2 of 7:

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MediumContract





Confirm your Contract Category Result:You have defined your Contract as a: Minor Contract

A Minor Contract is categorised as being:

• Below £25k in value, and of a Low Risk

If you are not sure that you have correctly categorised your contract, you can go back to the previous slide and repeat the process.

When you are happy you have categorised your Contract correctly, proceed to Step 2: Contract Management Toolkit Processes

?Still not sure:The Commercial Services Strategic Contract Management Team is available to offer advice & guidance with categorising your contract.

Contact: 0114 20 53110

Contract Management Processes:Click this link to view the Toolkit of Processes for your Contract

Contract Category: Minor Contract


Step 3 of 7:

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Contract Management ProcessesThe following Contract Management Toolkit provides guidance for all the processes that relate to a Minor Contract.

These processes are grouped into three types: -

• Contract Process Management processes• Contract Performance Management processes• Strategic Relationship Management processes

The following slides will guide you step-by-step through the processes in each of these three categories.

Many of the processes will be fully relevant to your contract, and some processes may only be partially relevant.

The following guidance is designed to inform you which processes should be implemented, and to what extent.

Access the Toolkit & view the Process Management processes



Step 4of 7:

Image: Danilo Rizzuti / FreeDigitalPhotos.net

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Contract Process Management:

Minor Contract Processes- Contract Process Management Processes -

Change View guidance

Payment View guidance

Risk Management View guidance

Resource Planning View guidance

Milestone Timelines View guidance

Service Planning View guidance

Contract Health Checking View guidance

Notice / Termination View guidance

Dispute Resolution Procedure View guidance

This table lists all the Contract Process Management processes which apply to a Minor Contract.

The colour key indicates whether the guidance is Fully Relevant, or Partially Relevant, to the category of Contract.

Click on the View Guidance links to access a page of guidance for each process.

When you have worked through the guidance for each of these processes, use the link below to move to the Contract Performance Management processes for your contract.

Full Relevance

Partial Relevance

View the Performance & Strategic Relationship Management processes


Step 5 of 7:

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Minor Contract Processes- Contract Performance Management Processes -

Performance Management View guidance

Benefits Management View guidance

Service Review View guidance

Audit View guidance

Benchmarking / Market Testing View guidance

- Strategic Relationship Management Processes -

Governance View guidance

Communications / Branding View guidance

Relationship Management View guidance

Stakeholder Management View guidance

Contract Performance & Strategic Relationship Management:These tables list all the Contract Performance & Strategic Relationship Management processes which apply to a Minor Contract.



Final Step: Summary of the Contract Management Toolkit


Step 6 of 7:

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Full Relevance

Partial Relevance





Final StepYou have reached the end of this self-service guide to using the Contract Management Toolkit.

Working through this step-by-step guide will have provided you with the guidance and tools to implement effective contract management processes for your commercial agreement.

We hope that this resource has proved useful to you. We welcome your feedback so that we can improve our tools & guidance – please take a few moments to complete our feedback form.

Use the Quick Links below to return to stages within this guide:

Back to the StartCategorise your ContractProcess Management ProcessesPerformance & Strategic Relationship Processes



Step 7 of 7:

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Confirm your Contract Category Result:You have defined your Contract as a: Medium Contract

A Medium Contract is categorised as being:

• Below £25k in value, and of a Medium Risk or,• Between £25k & £2M, and of a Low or Medium Risk




Contact: 0114 20 53110

Step 2:Click this link to view the Toolkit of Processes for your Contract

Contract Category: Medium Contract


Step 3 of 7:

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Contract Management ProcessesThe following Contract Management Toolkit provides guidance for all the processes that relate to a Medium Contract.










Step 4 of 7:

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Medium Contract Processes- Contract Process Management Processes -



Project Management View guidance





Business Continuity View guidance




Operational Contract Manual View guidance

This table lists all the Contract Process Management processes which apply to a Medium Contract.




View the Performance & Strategic Relationship Management processes


Step 5 of 7:

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Full Relevance

Partial Relevance





Medium Contract Processes- Contract Performance Management Processes -




Audit View guidance







Contract Performance & Strategic Relationship Management:These tables list all the Contract Performance & Strategic Relationship Management processes which apply to a Medium Contract.





Step 6 of 7:

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Full Relevance

Partial Relevance












Step 7 of 7:

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Confirm your Contract Category Result:You have defined your Contract as a: Major Contract

A Major Contract is categorised as being:

•Between £25k & £2M, and of a High Risk or,• Above £2M in value, and of a Low, Medium or High Risk




Contact: 0114 20 53110

Step 2:Click this link to view the Toolkit of Processes for your Contract

Contract Category: Major Contract


Step 3 of 7:

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Contract Management ProcessesThe following Contract Management Toolkit provides guidance for all the processes that relate to a Major Contract.









Step 4 of 7:

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Major Contract Processes- Contract Process Management Processes -



Project Management View guidance





Business Continuity View guidance

Financial Updates & Modelling View guidance

Financial Strategy View guidance


Asset Management View guidance

Exit View guidance

Step-in View guidance


Transition / Mobilisation View guidance


Operational Contract Manual View guidance

This table lists all the Contract Process Management processes which apply to a Major Contract.




View the Performance Management processes


Step 5 of 7:

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Full Relevance

Partial Relevance





Major Contract Processes- Contract Performance Management Processes -




Audit View guidance


Contract Performance & Strategic Relationship Management:These tables list all the Contract Performance & Strategic Relationship Management processes which apply to a Major Contract.










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Full Relevance

Partial Relevance












Step 7 of 7:

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Change Process

Definition: - The process of making amendments, however minor, to the Price or Terms & Conditions

of a Contract, including all Schedules, Programme Agreements, Documents etc.

The Change Process includes managing variations, side letters and verbal agreements.

Return to the Contract Process Management list

Why would you apply this process?: - • To ensure proposed Change is legitimate and meets the

service needs.

• To effectively manage any proposed amendments of the

Contract which may be made by any party.

• To control risks & value for money of any proposed

amendments.

• Create transparency & an audit trail for reaching

agreement to the change.

• Ensure any amendments are enacted.

• Support an easy to use document management and

reference system.

Click the icon to access the Guidance Document for this process



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Change Process





service needs.




amendments.





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service needs.




amendments.





reference system.






Payment Process

Definition: - The process of collecting, recording and checking information submitted in accordance

with the Contract that is required before payments are processed.


Why would you apply this process?: - • Promote payment certainty for the supply chain.• Optimise payment periods to minimise late payment penalties.

• Provide transparent payments for all parties.• Ensure accurate payments are made in accordance with the Contract.

• Effective management of financial transactions.• Ensure effective monitoring & auditing of all transactions.• Reduce disputes on payments.• Link Payments to Performance requirements in accordance with the Contract & make deductions for failure in service delivery.

• Identify, reduce & remove financial risk.




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Risk Management Process

Definition: - The process of identifying, documenting, evaluating, mitigating and tracking of risks

arising within a Contract/Commercial relationship and is applied throughout the

Contract’s whole life.


Why would you apply this process?: - • Identify all risks associated with the Contract, recognising that risks may change throughout the duration of the Contract.

• Differentiate between the risks that are transferring to the Service Provider, being retained by the Authority & being shared between both parties & understanding which party is responsible for which risk.

• Ensure risks are effectively managed by identifying and actioning appropriate mitigation processes.

• Ensure processes are transparent and auditable through stringent recording systems.

• Enable monitoring, review & management of ongoing risks.• Provide an effective process which contributes to the Authority’s overall risk management activities.




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Resource Planning Process

Definition: - The organising and effective application of physical, human and financial resources to

ensure the successful delivery of the Contract’s programmed activities.


Why would you apply this process?: - • To identify adequate resources in advance of activities

• To inform key personnel well in advance of activities

requiring their input.

• To ensure resources are deployed effectively.

• Identify potential risks/issues.

• To identify resources required to achieve specified

outcomes.

• Ensure effective service development and planning.




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outcomes.







Milestones Timeline Process

Definition: - The process of identifying and diarising events e.g. payments dates, document submission dates, meeting

dates etc; that will occur within the term of a Contract. The timeline is used to check fulfilment of Service

Provider commitments as well as a tool for planning the management of future activities.


Why would you apply this process?: - • To identify all the activities, obligations & entitlements in

the Contract for the term of the Contract.

• To identify responsible parties for each event.

• To ensure milestones are captured and recorded to

enable effective monitoring and measurement of

progress.

• To enable effective management of Contracts.

• To give a shared understanding and transparency of a

Contract.

• To identify potential issues, concerns & barriers.




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Definition: - The process of identifying and diarising events e.g. payments dates, document submission dates,

meeting dates etc; that will occur within the term of a Contract. The timeline is used to check fulfilment

of Service Provider commitments as well as a tool for planning the management of future activities.






progress.



Contract.










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Definition: - The process of identifying and diarising events e.g. payments dates, document submission dates,

meeting dates etc; that will occur within the term of a Contract. The timeline is used to check fulfilment

of Service Provider commitments as well as a tool for planning the management of future activities.






progress.



Contract.







Service Planning Process

Definition: - The planning and implementation process of service objectives developed out of the

Service Review process.


Why would you apply this process?: - • To further develop the outcomes of the Service Review.

• To support annual budget forecasting.

• To support, review and develop Key Performance

Indicators if applicable to the Contract.

• To ensure that services being provided by an external

provider continue to meet the broader service objectives.

• To effectively improve service delivery.

• To develop service provision in accordance with the

Contract.

• To ensure the Contract is in line with Corporate and

service objectives.




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Contract.


service objectives.









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Contract.


service objectives.






Contract Health Check Process

Definition: - The process of reviewing the elements of a Contract that relate to its financial well being.


Why would you apply this process?: - • To ensure that there are no issues likely to affect the

performance of the Contract. Click the icon to access the Guidance Document for this process



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Notice/Termination Process

Definition: - The process of managing the unplanned ending of a Contract by either party due to

breach of conditions by the Service Provider or Contractual voluntary termination by the

Authority.


Why would you apply this process?: - • To manage the Contract risks raised by early termination.

• To ensure the Contractual relationship is dissolved

lawfully.

• To manage the continued delivery of Contracted services.




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lawfully.







Dispute Resolution Procedure Process

Definition: - The process for settling disputes generally through an escalation process within the

Contracts internal Governance structures or within the Contract’s defined dispute

resolution forums.


Why would you apply this process?: - • To effectively manage the resolution of disagreements

between the Authority & Service Provider.

• To minimise costs.

• To preserve the working relationship between the

Authority & Service Provider.

• To minimise impact on service delivery.




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Performance Management Process

Definition: - The activity of tracking performance against targets, identifying opportunities for improvements and

calculating deductions that may be applied through application of the relevant Contract performance

mechanism.


Why would you apply this process?: - • To ensure the provision of service/goods to meet the needs of

customers, Stakeholders & the terms of the Contract.

• Ensuring best value through the delivery of high quality

services & goods.

• Measure service performance against agreed performance

targets applying calculated deductions when appropriate.

• Ensure effective monitoring of service performance and

implementing service improvements when standards are not

met.

• Encourage continual improvement.




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mechanism.




services & goods.





met.










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mechanism.




services & goods.





met.







Benefits Realisation Management Process

Definition: - The continuation of the process commenced during the procurement phase to proactively manage the realisation or delivery of Project Benefits in

accordance with the Benefits Realisation Plan devised during the procurement phase, and developed throughout the Contract term. Benefits can be

both financial and non-financial, but must be measureable and reportable. Benefits must also be in line with key Authority objectives.


Why would you apply this process?: - • To adopt the Benefits Realisation Management (BRM) Plan which has been developed

and managed throughout the procurement phase. (If a BRM Plan has not been developed, it is essential to develop one at the earliest opportunity & to manage this is to realise Benefits and to demonstrate that the Contract is contributing to the Council’s key objectives).

• To identify an owner for each Benefit to be managed/realised.• To ensure Project Benefits are realised throughout the life of the Contract through the

management of the BRM Plan, in conjunction with the execution of the Contract.• Monitor progress & report to the relevant board.• Review BRM Plan on a regular basis and take corrective action if Benefits are not being

achieved.• Critically review all proposed changes impacting on the Contract to ensure each change

will deliver Benefits, in the context of the Contract, and which align to the Council’s key objectives.

• Re-process the BRM Plan to take account of agreed changes which will impact upon the Contract.

• To undergo formal Gateway Reviews for Benefits Realisation.




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Service Review Process

Definition: - The framework by which the services provided are critically assessed to ascertain:

• If existing services are still required.• If existing service are required in their current format.• Any changes to existing services which may need consideration.• Any new elements to the service which may be required.• Any areas where greater value for money can be achieve i.e. advances in technology.


Why would you apply this process?: - • To ensure the services being delivered are in compliance with

the Authority’s key objectives & end user requirements.

• If a major issues has developed through the current service

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Audit Process

Definition: - An assurance function that primarily provides an independent and objective opinion to the Authority on the control environment comprising risk management, control & Governance by evaluation its effectiveness in achieving the Authority’s objectives. It objectively examines, evaluates and reports on the adequacy of the control environment as a contribution to the proper, economic, efficient & effective use of resources.


Why would you apply this process?: - • To comply with Corporate audit directives.

• To ensure the Contract’s is being managed in an effective & transparent

manner.

• To protect the Authority & individuals from fraudulent connections.

• Ensure key Contract processes are in place & operating effectively.

• To identify auditing requirements of the Contract & develop appropriate

reporting systems.

• To ensure regular independent scrutiny & review of the Contracts

processes & operations.

• To maintain the integrity of the Contract & the Authority’s relationship with

the Service Provider.

• To protect the Authority’s reputation/image with all current Service

Providers, future Service Providers & most importantly the public.




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reporting systems.












Benchmarking/Market Testing Process

Definition: - The process of measuring a supplier’s service or product, according to a specified industry standard, against other suppliers providing the same service or product in the market in order to make a comparison on quality and price. Benchmarking provides a comparative overview of the performance of the supplier providing services to the Authority and supports understanding of where the services or products procured sits within a particular standard.


Why would you apply this process?: - • To critically evaluate performance of the services/products of the Contract against similar

data.

• To undertake a commercial assessment of the quality of services procured in line with

Best Value.

• Identify areas of the service that need improving & uncover possible better practices.

• Identify new Commercial benefits.

• Ensure the financial viability of the Contract through revisiting pricing structures of the

Contract.

• When specified in the Contract.

• Market Testing will take place when Benchmarking data indicates a large divergence in

comparison, and negotiations do not result in satisfactory results.

• Market Testing may also take place where Benchmarking data is not available for the

combination of services and risk transfer evident within a Contract.




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Governance Process

Definition: - The procedures associated with the decision making authority bodies of the Contract who steer the Contract’s management contractually, operationally and strategically.


Why would you apply this process?: - • To develop an efficient escalation structure with defined terms

of reference.

• To effectively manage compliance with the Contract.

• To manage, control and reduce risks.

• To co-ordinate resources to support service delivery of the

Contract.

• To assign roles and responsibilities and establish scope of

power & authority.

• To establish a framework for decision making within the

appropriate context.




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Communications & Branding Process

Definition: - The Branding process is to ensure that the Authority is positively promoted in conjunction with its Partner’s Branding and to promote the coherence of the organisations.


Why would you apply this process?: - • To ensure the Corporate Communication Strategy is

implemented.

• To promote the Authority’s visual identity.

• To ensure joint branding is implemented in accordance with

Corporate Identity Standards.

• To ensure the Corporate Identity Standards are incorporated in

all communications, logo branding & negotiations.




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Relationship Management Process

Definition: - The process of two parties working towards mutually understood goals to meet the Strategic objectives of both.


Why would you apply this process?:• Establishment of joint planning & forecasting at Strategic level.

• Improve value for both parties.

• Enhance collaborative approaches & perspectives.

• Establishment of clear roles & responsibilities.

• Identify wider supply chain issues & opportunities.

• Promotion of cross functional team culture.

• Alignment of objectives & goals, measurement & strategies.

• Establish joint business review & reporting.




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Stakeholder Management Process

Definition: - A Stakeholder is anybody who has a vested interest in the Contract and its outputs. Stakeholder Management involves building & maintaining active support, commitment & relationships with these people to facilitate the management of the Contract & delivery of the services.


Why would you apply this process?:• To identify & build relationships with individuals & groups who

may have an influence on the Contract.

• To minimise or resolve issues that may become a barrier.

• Positively influence activities.

• Bring together diverse entities to work towards a mutually

beneficial goal.

• To build & maintain positive relationships.

• Effectively manage projects, changes, decisions etc.




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Project Management Process

Definition: - The process of planning the project’s activities; organising and managing resources required to successfully deliver the project’s goals and outcomes.

Why would you apply this process?:• To effectively manage projects and associated risks.

• To promote ownership & personal accountability for activities within the

Project.

• To ensure effective communication and reporting is in place to support

decision making.

• To ensure project realises its benefits and outcomes.

• To deliver the project through effective leadership and a co-ordinated

project team approach.

• To clearly define roles & responsibilities of people involved in a project.

• To ensure effective planning through the development of management

processes appropriate to the scale and complexity on the Project.









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Project Management Process

Definition: - The process of planning the project’s activities; organising and managing resources required to successfully deliver the project’s goals and outcomes.

Why would you apply this process?:• To effectively manage projects and associated risks.

• To promote ownership & personal accountability for activities within the

Project.

• To ensure effective communication and reporting is in place to support

decision making.

• To ensure project realises its benefits and outcomes.

• To deliver the project through effective leadership and a co-ordinated

project team approach.

• To clearly define roles & responsibilities of people involved in a project.

• To ensure effective planning through the development of management

processes appropriate to the scale and complexity on the Project.









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Business Continuity Process

Definition: - The ongoing process of risk assessment & management with the purpose of ensuring Contract services continue if risks materialise. Risks could be from external sources which you have no control over e.g. power failure, natural disaster, terrorism, or from within the organisations such as deliberate or accidental damage to systems. Business Continuity is not just concerned with disaster recovery, but also minimising the occurrences of disasters as it addresses everything that could affect the continuity of services over the long term

Why would you apply this process?:• To ensure the Service Provider has up to date Business

Continuity Plans in place for the critical Contract activities.

• To ensure the Authority has up to date Business Continuity

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Business Continuity Process

Definition: - The ongoing process of risk assessment & management with the purpose of ensuring Contract services continue if risks materialise. Risks could be from external sources which you have no control over e.g. power failure, natural disaster, terrorism, or from within the organisations such as deliberate or accidental damage to systems. Business Continuity is not just concerned with disaster recovery, but also minimising the occurrences of disasters as it addresses everything that could affect the continuity of services over the long term

Why would you apply this process?:• To ensure the Service Provider has up to date Business

Continuity Plans in place for the critical Contract activities.

• To ensure the Authority has up to date Business Continuity

Plans on place for the Contract Management functions.









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Operational Contract Manual Process

Definition: - This is a manual detailing all the process within a Contract giving details of scope, frequency, process flow charts and other additional important information.

Why would you apply this process?:• To provide an easy access document to enable quick

identification of key Contract information.

• To enable people with little knowledge of your Contract to

undertake vital process during periods of leave or sickness.

• To have supportive documents for process management.

• To aid auditing of the Contract processes.









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Operational Contract Manual Process

Definition: - This is a manual detailing all the process within a Contract giving details of scope, frequency, process flow charts and other additional important information.

Why would you apply this process?:• To provide an easy access document to enable quick

identification of key Contract information.

• To enable people with little knowledge of your Contract to

undertake vital process during periods of leave or sickness.

• To have supportive documents for process management.

• To aid auditing of the Contract processes.









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Financial Model Update Process

Definition: - The Financial Model of a Contract is a financial tool which calculates & underpins the payments to be made to the Service Provider.It is also an ongoing live tool to ensure open book accounting & transparency, permitting sensitivity analysis to enable the Authority to access the impact of changes to key assumptions on the model outputs.

Why would you apply this process?:• To enable the testing of scenarios/changes.

• To develop contingencies.

• To plan resourcing & assist with budget setting.

• To improve the reliability of predicated outcomes with a view to

manage project outcomes.

• To calculate the financial implication of Contract changes.









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Financial Strategy Process

Definition: - The practices that an organisation adopts to pursue its financial objectives in support of other key objectives.

Why would you apply this process?:• To understand the financial environment the Contract is

operating in.

• To manage the financial resources available for the Contract.

• To inform the budget setting process for the Contract.









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Asset Management Process

Definition: - The process of managing Contracts physical assets by way of their selection, maintenance, inspection and renewal as defined in individual Contracts.

Why would you apply this process?:• To maintain an accurate, up to date record of assets (property,

equipment, furniture, people) appertaining to the Contract.

• To effectively manage assets through the development and

application of service standards detailed in the Contract.

• Ensure Asset Registers are in place for each category of asset

within the Contract.

• Ensure inventories are undertaken in line with the Contract.

• Ensure planned lifecycle deliverables are provided in line with

the Contract.









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Exit Process

Definition: - The process of ensuring Business Continuity by managing the transition of relevant services to a replacement supplier or back within the Authority without undue disruption to such services when the Contract has come to the end of its term.

Why would you apply this process?:• To ensure Business Continuity.

• To ensure there is no undue disruption to the service.

• To ensure the legal obligations for Exiting have been implemented

in accordance with the Contract.

• To ensure any employee related matters such as TUPE have been

considered and enacted where appropriate.

• To ensure the receipt of key information relating to capability,

processes, resources, assets & key documentation.

• To ensure all final payments are made and that there are no

outstanding invoices.

• Ensure the safe & legal movement of information.

• To ensure Termination is undertaken in accordance with the

Contract.









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Step-in Process

Definition: - The right given to the Authority to step-in and intervene in a contractually defined set of circumstances i.e. major Contract breach to ensure continued delivery of service.

Why would you apply this process?:• If the Authority felt a service was being unacceptably delivered

over a sustained period of time.

• If the Service Provider breaches the Contract terms &

conditions.









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Transition/Mobilisation Process

Definition: - The process of implementing the transfer of service delivery responsibilities, and if appropriate, assets and information to the incoming Service Provider.

Why would you apply this process?:• To ensure a smooth transfer of services without the end users

noticing a change in provider.

• To ensure the Service Provider is operationally ready to

commence services.

• To ensure all interested parties are aware of the key

processes.

• To prevent service issues arising after transfer.

• To review the Service Providers processes to ensure the

deliver of correct standard of service.

