Recommendation 11

Over the past six years (from 2015 to 2020) there has been a decrease in satisfaction with both the response to requests for maintenance and repairs work for Single Living Accommodation, and the quality of that work.31 Nevertheless, the Department believes the performance of contractors is actually getting much better, with improvements in the response time Key Performance Indicators.32 We advised the Department that given this contradiction it was important to listen to consumers and service users.33 The Department informed us that current contracts are scheduled to run until 2021–22 and it is working to introduce replacements – Future Defence Infrastructure Services (FDIS) – for maintenance services. It told us these contracts would be split across a number of suppliers and draw on a wider supply chain, and there would be a greater emphasis on performance linked payments.34 The new contracts aim to deliver a preventative maintenance regime with faster response times for issues.35 Minimum standard