Dr Roy Whitaker

The aim of this research is to establish the extent to which end user requirements are communicated throughout the construction process. The method of inquiry is purely literature based. This research indicates that the perspectives of those involved in construction projects are widening. Whole life considerations are now requiring those with operational expertise and knowledge to be involved in decision making processes. In particular, design build and operate schemes, such as PFI developments, require facilities management involvement at an early stage to allow their operational knowledge to influence design and component decisions based on long term operational efficiencies. The increased use of BIM in such developments also compliments a collaborative approach by endorsing the involvement of those with specialist skills and sharing rich information in timely ways throughout the development project, from inception to operation. The process of arriving at ‘informed decisions’ is clearly complex due to the interactions of components relating to data, information and knowledge. This paper illustrates the need for effective communication of user requirements throughout the construction process. It demonstrates that provision for the capture of tangible data is reaching levels of maturity through the adoption of property asset management systems, platforms and tools. However, the paper raises awareness of the need for further research into how less tangible user requirements are obtained to ensure the ‘voice of the customer’ is heard, interpreted and communicated appropriately by construction specialists throughout the development phases.