Service Level Agreement Process

1
Service Level Agreement Process
At Stage 2 of the Roll-In Program
2 wks prior to Roll-In
Stage 2 to Stage 5 Roll-in Program
Activity by CRM
OSS Roll In
CRM joining in Transition/ Roll-in Steering
Meeting series
Formulation of agency specific SLA in
consultation with the client agency
1st SLA Briefing to the agency
SLA Signed Off
Output
Familiarisation with agency specific issues
organisational drivers alongside the OSS Roll-In
Team

• Principles objectives of SLA
• CRM Agency Account Managers role
• Client Interaction Schedule
• Generic SLA
• 12 months service volume demand projection

• Service requirements scoping by respective
  service area managers (ie HR Services) in
  consultation outcomes will be incorporated in
  the SLA by CRM
• Service Access Protocol Briefing
• SLA signing date time scheduled in
• Crisis Management Contact Business Users List
• Final Draft SLA

• Signed SLA
• Signature of Agency Account Manager
• Agreed Client Interaction Schedule
• Confirmed Crisis Management Contact Business
  Users List
• Agency Welcome Pack

Completed