C1999-02 Publication of Service Level Agreement Guidelines

Shared service arrangements have been encouraged as a means for agencies to achieve efficiency and effectiveness in corporate service delivery. The success of such arrangements depends upon the agreements reached between service provider and client. Agencies have requested advice from the Corporate Services Reform team on the development of appropriate agreements.

In response to this expressed need from agencies, I am pleased to announce the publication of the Service Level Agreement Guidelines. A copy is enclosed for your agency's use.

Service Level Agreements (SLAs) are increasingly being encouraged as a means of managing the performance of service providers and of imposing a discipline on service users. The Guidelines are intended to assist public sector organisations in both the process of reaching agreement and in determining the content of the agreement.

It is envisaged that the Guidelines will enable agencies to more efficiently and effectively utilise and manage funder/provider arrangements and as a means to maximise resources available to service delivery. The Guidelines are equally applicable within and between agencies. All public sector agencies are encouraged to use these guidelines.

Additional copies of the Service Level Agreement Guidelines can be obtained from the Government Information Service of NSW on telephone number (02) 9743 7200 or by visiting the internet site at http://www.dpc.nsw.gov.au where the Guidelines will be available from late January 1999.

Feedback and suggestions, for future amendment of the Guidelines, can be provided to the Corporate Services Reform Team via email at [email protected]. Enquiries may be directed to Elizabeth Coombs, Executive Director, Corporate Services Reform Team, on telephone number (02) 9228 3096 and Robyn Allen, on (02) 9228 3512 or by email.

Col Gellatly
Director-General