Understanding the clients aspirations and fears
Mills, J., Parry, G. and Purchase, V. (2011) Understanding the clients aspirations and fears. In: Ng, I., Parry, G., Wilde, P., McFarlane, D. and Tasker, P., eds. (2011) Complex Engineering Service Systems: Concepts and Research. London: Springer. ISBN 9780857291882
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This chapter focuses on the translation of public sector client aspirations and fears into a specification of the services necessary for a complex, long-term service availability contract. The contract is complex in many senses including that many independent organisations must work together to deliver contracted service outcomes and long-term being in excess of ten years. These factors imply the need for enterprise level management processes in addition to stakeholder centric management. The alignment between the contracted services and the client’s needs are investigated and the implications of partial mis-matches are discussed. Particular issues raised are the effect on behaviours around contract operation; potentially missed opportunities to co-create value and build trust; and challenges to the achievement of enterprise-wide management processes. The research highlights the potential role of evolving and explicitly shared Client and Provider aspirations and fears as a basis for enterprise-wide management.