Behind the Scenes of Winning Contracts for Client Support Services
In this article, I’d like to take a look at “what goes on behind the scenes” of client support services.
As a requirement for client support services, the technical engineer to be assigned must be a Certified Professional Engineer, a Class 1 Construction Management Engineer, a Public Works Quality Assurance Engineer (I) or (II), an RCCM, or a person with qualifications equivalent to those of an RCCM (with some exceptions).
However, when the client is a government agency, it’s almost always the case that a former government employee serves as the supervising engineer under a special provision. Their duties are limited to monthly meetings, inspections of completed work, and final inspections—there’s hardly any actual work involved.
All the documents are simply handed off to the respective staff members; the inspection is so lax that they only review the contents the day before the inspection, and if any issues are pointed out, they simply make corrections later and resubmit them. Some inspectors even spend the entire inspection just making small talk.
How does this compare to construction inspections? Don’t you think client support services are less strict?
The client also directs the assignment of engineers
When we win a contract for client support services and assign an engineer to the project, the client may sometimes say, “If you don’t assign this person to this position, we’ll cancel the contract.” Although this isn’t stated in the bidding instructions, it’s an unwritten rule.
If you don't clear that hurdle, not only will you be unable to even get to the starting line, but you'll also face a business suspension order for some incomprehensible breach of contract.
In reality, even though we submit the staff assignments to government agencies in March and obtain their approval, it happens every year that we’re told at the end of March to make changes. Since we’ll be issued a business suspension order if we don’t comply, we end up working through our days off to round up staff and desperately try to persuade the relevant personnel.
Requests from clients are often made by people at the director level, and I’ve heard that some people have even been told, “Be grateful we’re giving you this work! Do as I say!”
Is it really okay for something like this to be allowed to happen? I think it's wrong.
The Dark Side of Client Support Services
I believe that the issues described here are likely occurring in any client support role.
As stated in the bidding instructions, even though we have qualified personnel in place, the government agency keeps revising the staffing arrangements time and time again based on its own preferences. As a result, we’re currently working on the edge of whether or not we’ll make the April deadline, keeping us on edge the whole time.
People on the front lines might not feel anything, but I think those actually involved in client support work would understand.
We look forward to hearing your comments, including any dissenting opinions.
