ITT's- asking the right questions

Over the last few months, we have been reviewing a variety of invitations to tender (ITT) from both a customer's and a contractor's perspective. It is our observation that ITT's are becoming increasingly vague and complex. An ITT should be anything but.

Before writing your ITT, you should first undertake an audit, which honestly appraises your current position and identifies your future needs. This may inform you that you need an asset managing, lifecycle modelling, strategic FM partner. However, you may simply require a service partner who will turn up when they say they will, and change your filters in a safe and cost effective manner. If it is the latter, then this should be the focus of your ITT. At the very least your ITT should contain a detailed explanation of your unique requirements and expectations. A cursory reference to carrying out maintenance in line with SFG20 really does not suffice.

Despite their growing complexity, ITT's increasingly take the service providers technical proficiency for granted. Though technical requirements are generally stated with an ITT, the service providers ability to meet these standards are seldom robustly tested by the ITT. In contrast, the ability of service providers to deliver innovation, continuous improvement and added value is comprehensively assessed by most ITT's.

Customers should note that non technical questions largely bypass the heart of the organisation. They are not reviewed or responded to by operational or technical staff. Instead they are answered by the bid writing team. What therefor, do these questions actually tell you about the service providers competencies and technical abilities?

We would recommend including technical questions within your ITT, perhaps even setting case study challenges. These should be matched to the services that you require and the current challenges faced by your organisation. Why stop there? Visits to existing customers to have frank and open feedback, trial jobs and service record audits can all help assess competency. My litmus test is to request a copy of water hygiene risk assessments, and general maintenance records when attending meetings at the offices of potential service providers offices. If they can't look after their own facilities, how can they look after yours?

To recap, when creating your ITT, set out your considered requirements clearly and ask pertinent and pointed questions, which result in tangible answers. As one client recently opined, "numbers and bullshit do not equal competence".