Contract performance management

Delivering excellent customer service is essential to maintaining and growing a good partnership with the ASTP.

Contract performance framework

Contractors are required to comply with the Contract Agreement (PDF 1063.54KB) (Contract Agreement) while building and maintaining positive relationships with students, parents, schools, drivers, Assisted Travel Support Officers (ATSO) and the ASTP.

Managing excellent customer service

Delivering excellent customer service is essential to maintaining and growing a good partnership with the ASTP.

Excellent customer service requires:

  • adherence to child protection requirements
  • high moral and ethical standards, particularly in relation to child safety and wellbeing
  • clear and open communication with good English skills
  • ability to establish and maintain good working relationships with a variety of stakeholders
  • knowledge of disability services and understanding the needs of people with disability
  • deliver reliable services with courtesy and respect, understanding the individual needs of each student
  • operating within the terms of the Department of Education Code of Conduct and the Contract Agreement.

Find out more about contract performance notices.

Contract performance audit framework

The ASTP has developed a contract performance audit framework for contracted service providers.

Contract performance audits are intended to assist contractors with understanding the requirements under the Contract Agreement and supporting legislation.

The role of the auditor is important for ensuring both compliance with the contract agreement and for building stronger relationships with contractors.

Find out more about the contract performance audit tool.

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