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MVA SERVICE LEVEL AGREEMENT TRAINING PROGRAMME FOR SERVICE PROVIDERS (29 th April 2008) ‏

Midlothian Council Social Work’s Contribution. MVA SERVICE LEVEL AGREEMENT TRAINING PROGRAMME FOR SERVICE PROVIDERS (29 th April 2008) ‏. Why the Social Work is adopting SLAs. Government Efficiency requirements Best Value Following the public pound Accountability. Some Benefits.

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MVA SERVICE LEVEL AGREEMENT TRAINING PROGRAMME FOR SERVICE PROVIDERS (29 th April 2008) ‏

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  1. Midlothian Council Social Work’s Contribution MVA SERVICE LEVEL AGREEMENT TRAINING PROGRAMME FOR SERVICE PROVIDERS(29th April 2008)‏

  2. Why the Social Work is adopting SLAs Government Efficiency requirements Best Value Following the public pound Accountability

  3. Some Benefits Effective Documentation to: Clearly identify parties obligations Jointly Manage Service effectively Monitor deficiencies – service, customer etc Measure customer satisfaction/avoid dissatisfaction, lost of customer, financial loss Measure Performance Clear Guidelines to resolve disputes

  4. What need to be done to derive the best form SLAs Involve all parties/stakeholders

  5. Be Specific – try not to implement across the board or ensure all element of services are covered

  6. Be realistic – expectation could be unreasonable

  7. Give each SLA/service attention – note SLAs are not solutions on its own

  8. Continuous improvement- Ongoing and reviews/negotiations

  9. Keep simple

  10. Motivation – involve all parties to be part of achieving performance/objectives and reward schemes

  11. Maintenance and Vigilance

  12. Conclusion/Questions Endeavour to work towards satisfaction for all/not just an Agreement Some aids for Providers: Supporting documents for Contracts Specification requirements

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