A service level agreement (SLA) is a contract between a service provider and a client that specifies the level of service that will be provided. Local governments often provide services to their constituents, and as such, need to have SLAs in place to ensure that these services are delivered efficiently and effectively.
Creating an SLA can be a time-consuming process, which is why having a template to work from can be incredibly helpful. In this article, we will provide a basic local government service level agreement template that can be used as a starting point.
Introduction
The introduction should provide an overview of the SLA and the purpose it serves. It should also identify the parties involved, i.e., the local government agency and the client.
Description of Services
This section should outline the services to be provided, their scope, and any limitations or exclusions. It should also specify any requirements for the client to receive the services, such as submitting a request or providing access to certain areas.
Service Level Objectives
In this section, the SLA should establish measurable objectives that the service provider will strive to meet. The objectives should be specific, measurable, attainable, relevant, and time-bound (SMART).
Performance Measures
This section should provide details on how the service provider`s performance will be measured and reported. This can include metrics such as response time, resolution time, and customer satisfaction.
Service Availability
This section should outline the hours of operation and availability of the services. It should also specify any planned downtime or maintenance windows.
Escalation Procedure
If an issue arises that cannot be resolved within the specified timeframe, the SLA should have an escalation procedure in place. This procedure should outline how the issue will be escalated, who will be involved, and the expected timeline for resolution.
Service Credits
In the event that the service provider fails to meet the established objectives, service credits may be offered as compensation. This section should provide details on how service credits will be calculated and applied.
Termination
The SLA should outline the circumstances under which the agreement can be terminated and the process for doing so.
Conclusion
A local government service level agreement is a critical component of providing quality services to constituents. By using this template as a starting point, local agencies can create an SLA that meets their unique needs and expectations. Remember to have legal counsel review the agreement before implementation.