Developing and Managing SLAs in the Public Sector

OVERVIEW

Many public sector services are now provided by independent contractors, such as facilities management firms.

These including property and equipment maintenance, security, catering, cleaning, and ‘all-in’ packages of such service.

They can also include outsourced professional services, such as payroll, human resources, and ongoing professional development.

The Service Level Agreement (SLA) approach has been widely adopted in recent years in the public sector as a means of monitoring quality, performance and costs.

An ideal SLA works for both parties as it is built on mutual respect and willingness to cooperate in delivering value-for-money services which benefit both partners.

COURSE CONTENT

At the end of the course participants will:Know how a good SLA works
Know about different types of SLAs
Develop SLAs which help to ensure ‘buy-in’ and practical implementation
Know how SLA’s can be more effective by building in Critical Success Factors (CSFs)
Know how to agree Key Performance Indicators (KPI) which are meaningful and are clearly linked to the agreed CSFs
Be able to put review systems in place which facilitate ongoing improvements

COURSE DELIVERY

The course is delivered online in real time by the tutor

Participants do not need any special app or program on their device. All you need is good Internet access and we email everyone a link to click on to join the course beforehand.

WHO IS THE COURSE FOR?

Public Sector managers and leaders who deal with service providers

Public Sector officials who negotiate, agree, set up or monitor SLAs.

OPEN ENTRY

You do not need any prior qualifications to join this course.

CERTIFICATION

Participants receive the Barony Certificate in Developing and Managing SLAs in the Public Sector.