Service Level Agreement Between Government Departments

Not only in Canada, but also many government agencies around the world have signed several service level agreements in the hope of improving the operation of each department. As noted above, ensuring that the right parameters are in place can mean more efficient use of the services provided by SLAs. The Canadian government has taken these steps towards a more effective government that ultimately also benefits its citizens. Goran Gelic is a Senior Construction, Infrastructure and Procurement Partner at McCullough Robertson. He has been involved in a number of important infrastructure projects (both national and international), including roads, railways, mines and hospitals. He has worked in both government (Queensland Water Infrastructure) and the private sector (Transpacific Industries Group). He has extensive experience in a large number of contractual structures, documents and procurement matters, as well as litigation and contract management. Through his role, he has acquired expertise in BIM and its application in the construction and public procurement sector. Goran regularly works with clients on BIM topics and is a regular moderator throughout Australia on BIM topics. At the time of its creation in August 2011, Shared Services Canada took control of 1,533 service level agreements from the public construction and government services sectors, for a total of $311,539,726. According to the results of a 2014 audit by the SSC for the House of Commons, policy and management reviews, strategic plans, training and interviews with key stakeholders are important steps in ensuring the effective use of ALS in federal agencies. Ensure that internal reporting requirements for service level agreements are clearly defined.

Ensure that external reporting requirements are met as stipulated in each service level agreement. Organizations wishing to implement an SLA for internal services may have existing systems and processes for the provision of internal services. Change management may be necessary to ensure that management and staff support the SLA and are prepared for performance management and service delivery monitoring. If the service provider does not meet the service levels, the consequences must be taken into account. It may not be appropriate to introduce fines or a right to terminate the SLA if an internal service provider does not meet the required service levels. On the contrary, performance issues may need to be addressed through internal procedures such as making additional resources available, reviewing procedures or increasing management. To do this, it is important to consider, when processing service levels in an SLA: Service level service levels are critical to the effectiveness of the SLA and must be realistic, achievable, and measurable. They may relate to the quality, costs, timeliness, quantity or any other appropriate measure that the customer requires of the service provider.

An SLA is a document agreed between a customer and a service provider that determines the nature, quantity and quality of the services to be provided. A customer is not required to use an outside service provider and an SLA can regulate services provided by internal sources….