Improving the management of claims on construction contracts: consultant's perspective

There is tremendous scope for improving claims management practice. This research comprised a postal questionnaire survey of contractors, project owners' architects, quantity surveyors and engineers, case studies on actual claims situations on projects, and structured interviews with consultants and contractors. Although based mainly on consultants' views although contractors' views are brought in occasionally for corroboration and clarification. The main findings are that: (i) claims management is still performed in an ad hoc manner; (ii) contractors' management information systems are ill designed to support claims; (iii) the products of basic good management practice, such as diaries, timesheets, and programmes, often are inadequate in content even if available; and (iv) some aspects of claims are impossible to quantify with precision even with the best information available at reasonable cost. Main remedial measures suggested include: (a) greater emphasis on the quality of claims management practice and information systems during evaluation of tenders; (b) agreeing figures usually in contention as terms of contracts; (c) implementation of electronic document management systems; and (d) stricter contractual provisions on the quality of programmes, timesheets and content of claims.