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Association for Public Service Excellence
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Developing and Managing Service Level Agreements

 

£169+VAT (APSE members) £279+VAT (Non-members)

 

As you explore new ways of working through this period of remobilisation, you may be looking at your Service Level Agreements (SLAs).

SLAs are often the preferred method for local authorities to place arrangements between their services and customers on an open and transparent basis and demonstrate value for money. 

Frontline services such as Catering, Cleaning, Grounds Maintenance, or traditional “support services” such as HR Legal Services, IT, Pensions and Payroll, have found that the SLA model is an excellent tool for developing partnerships and for demonstrating continuous improvement through ongoing review.

This course looks at how to make SLAs work for you from both a service provider perspective and a service purchaser perspective.

 

Learning Outcomes

  • Be aware of the historical context of Service Level Agreements
  • Acknowledge the difference between a Contract and Service Level Agreement
  • Know what makes a good Service Level Agreement
  • Understand the different types of Service level Agreement
  • Appreciate the level of detail required in the Service Level Agreement
  • Review case studies of good/bad practice and be able to implement this learning
  • Consider monitoring and evaluation systems to ensure the service is delivered as agreed by both parties

 

Delivered on Microsoft Teams, this is an intensive inter-active day that uses a variety of training methods including individual and group exercises, example SLAs for critical review, and has a strong emphasis on equipping participants with practical skills and knowledge that they can use in their workplace to improve their SLA arrangements.

 

Who will benefit?

  • Frontline Service Managers and Team Leaders
  • Anyone who has responsibility for setting up, agreeing, and/or monitoring SLAs within their authority

 

Duration

1-day event:     10:00 – 16:00

 

Click on the buttons for more information about the course

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Programme (pdf)

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Confirmation of Booking

Once you have booked your training, you will receive a Booking Confirmation by email. This will confirm the name of delegate; course selected; date of course; venue (including online); and course rate/fee. All fees quoted exclude VAT. This information is sent to each delegate and the person who booked their place, if different.

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Invoicing

  • If you are not able to provide a purchase order at the time of booking, please do so as soon as possible.
  • APSE will issue an invoice for the appropriate fee, for participants attending from Local Authorities, public sector and local government organisations or APSE approved partners, unless we are notified otherwise.
  • For any other organisations, payment must be submitted prior to the course date, within 10 working days of making a booking.

 

Payment method

  • Payment must be made either by cheque or by bacs.
  • Please make cheques payable to APSE.
  • An e-receipt will be provided on request.
  • Please forward any correspondence to training@apse.org.uk.

 

All delegate fees are subject to VAT. Please note that the rates quoted are NET (they exclude VAT). Your invoice will include the VAT, please ensure you include this in your payment.

Cancellation Charges

Reserving your place is a contract. Cancellations must be made in writing/by email at least 10 working days before the event and will incur an administration fee of £60. The full delegate fee will be payable for cancellations received less than 10 working days before the event or for non-attendance. All fees are non-refundable after the cancellation period.

Substitution of delegates is acceptable any time in writing by email to training@apse.org.uk.

 

Booking transfers

Transferring to another course/date/venue will be possible if there is availability and will incur an administration fee of £60.

In the event of cancellation by the organisers, APSE will refund any fees paid in advance. Liability will be restricted to the refund of fees paid. Regretfully, APSE cannot accept liability for associated transport, accommodation or other costs in the event of course cancellations made by us.

 

Course Programme Changes

The organisers reserve the right to make changes to the programme, speakers, venue, or online platform should this become necessary. From time to time course content is updated to take advantage of new learning opportunities. This will in no way diminish the quality of the training, which will be maintained to APSE’s high standards.

 

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Promoting excellence in public services

APSE (Association for Public Service Excellence) is a not for profit unincorporated association working with over 300 councils throughout the UK. Promoting excellence in public services, APSE is the foremost specialist in local authority frontline services, hosting a network for frontline service providers in areas such as waste and refuse collection, parks and environmental services, cemeteries and crematorium, environmental health, leisure, school meals, cleaning, housing and building maintenance.

 

 

 

 

 

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