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Determening the importance and influence of individual services in public private partnership construction projects

Over the past few years Public Private Partership (PPP) is becoming an increasingly common way of procurement and construction of public infrastrucutere and provision of public services. PPP projects are nowadays still considered a relatively new and innovative way of procurement of public infrastructure as an alternative to traditional ways of project realization. Even though the first forms of PPP models can be identified in realization of public infrastructure projects in the 18th century, PPP as a model began to standardize only in the first decade of the 21st century. In 2004 European Commision has issued the "Green Book on public-private partnership of the European Union on public contracts and concessions" in which Public Private Partnerships are more closely interpreted and defined. Since 2004, PPP is becoming a more common model of realization of public infrastructure projects, both in European Union countries and in the Republic of Croatia. To this day, several PPP projects, mostly in the field of education and sports, have been procured in Croatia. PPP projects are characterized by procurement of the availability service which the public partner procures from the private partner. As opposed to defining inputs in traditional ways of project realization, in PPP projects public partner defines only the scope and quality of services and not methods, materials and building technology in construction of buildings. In Public Private Partnership, building is the means by which the private partner provides the required services. Accordingly, in PPP projects, the public partner defines and controls the quality of the service provided. Previous experience on the field of definig the required services and the required quality standards have shown that the quality of service can not be described well enough only by the technical standards which the private partner should have fulfill. Given the fundamental differences between the concepts of service and product, it is proposed to introduce qualitative indicators of service quality, such as customer satisfaction as an indicator of the level of fulfilment of required standards. Also, due to the fact that in PPP projects a single monthly fee is paid for the service provided as a part of the PPP contract, the question of defining the importance of individual service components is raised, in order to emphasize, through the reduction of payment and quality control of deliveder service, which service components are of greater or lesser importance for the end user. This dissertation explores in more detail the issue of defining the quality of services in the context of a PPP projects. Relevant knowledge in the field of service quality of service quality and its applicability in the context of Public Private Partnership is also shown. Problems in service quality control in PPP projects during operational period are analysed and identified and theses on the necessity of quality services management through customer satisfaction survey proved. In this paper, results of conducted research are shown as well as the proposed model for service quality control in PPP projects from public partner's perpective. Proposed model is based on surveys of perceived service quality and customer satisfaction. Also, the importance factors of PPP service components have been identified and al+nalysis of their meaning and influence on PPP project customer satisfaction is shown in this dissertation. This paper explores the issues and provides answers and solution suggestions to many questions regarding service control in PPP projects from point of public partner and shows neccesity of a stronger involvement of the end user in the process of preparation and control of PPP project. Even though this paper deals with PPP projects, the issues thaht are dealt with are relevant for other construction projects and that particurarly refers to the understanding of needs of greater involvement of end users in the process of defining the project. Understanding which facility management services are of greatest importance for end users opens up new perspectives on the design and construction of buildings and their characteristics. Design and construction of buildings of such characteristics that are ensuring, efficient and effective building management services in the operational stage, certainly contributes to the end users greater satisfaction in the operational stage and provides better value for money in PPP construction projects.

public private partnership; value for money; percived service quality; customer satisfaction; facility management

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