What is the current situation re Service Level Agreements (SLAs)?
• SLAs were originally drawn up when the Activity based Costing Model was introduced and were agreed by the Faculties at that time. However they vary in the detail to which they describe the services provided and key performance standards. E.g. Some go for 9 pages and others amount to one paragraph. • Due to the high number of them, they are being reviewed on a 3 year cycle – so all will be reviewed each 3 years but not all at the same time.
