Developing and Managing Service Level Agreements

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

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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

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Fees for this course are £169 +VAT per delegate

Fees for this course are £279 +VAT per delegate. If you would like to become a member of APSE please contact the Principal Advisor for your area/region.
Northern Wayne Priestley wpriestley@apse.org.uk
Northern Ireland Mo Baines mbaines@apse.org.uk
Central Vickie Hacking vhacking@apse.org.uk
Wales Rob Bailey rbailey@apse.org.uk
Scotland Louise Melville lmelville@apse.org.uk
Southern Abi Ademiluyi aademiluyi@apse.org.uk

Not sure if you are an APSE member? Please contact us on 0161 772 1810.

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

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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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