Review service provider performance

Understand how to assess performance at end of contract.

Why assess performance at end of contract?

Performance assessment at the end of the contract provides a review of performance over the life of the contract.

Performance assessment:

  • gives surety that the service provider has met service standards to support final payment and contract closure
  • supports performance improvement

How to assess performance at end of contract

Step 1: Implement processes to monitor performance

Confirm that processes to monitor performance against performance measures listed in the contract have been completed.

Complete any outstanding monitoring actions.

Step 2: Implement end of contract review of service provider’s performance

For construction

Supplier performance and shared reporting regime (Instruction 8.2) sets out:

  • when to assess performance
  • which template to use
  • how to submit performance reports

For Goods and services

Contract management – Goods and services guide discusses:

  • service level agreements
  • key performance indicators
  • customer satisfaction survey

Step 3: Report outcomes of performance review meetings

Follow Agency processes to report the outcome of review meetings.

Step 4: Communicate findings to service provider

Communicate findings of review meetings to the service provider.

Pass this information on in a timely manner.

Invite service provider to provide feedback on the Agency’s performance.

Step 5: Create and retain records

Follow Agency specific processes to record performance monitoring activities. Good record keeping helps to:

  • manage risk
  • provides auditable evidence of events and decisions


Manage probity and conflicts of interest

Manage probity – consider issues raised at Probity issues by stage and task.

Conflicts of interest can arise during this task. Identify, declare and manage these.

Address Agency rules

Consult Agency procurement team for advice on meeting:

Follow Agency specific rules on when to seek an approval and who can give the approval.

Follow Agency specific rules for recording decisions and storing records.