>> Client Engagements: Development of Defence Service Level Agreements

Development of Defence Service Level Agreements for South East Queensland logistics and garrison support services. This included management of a team of six staff and development of 30 Service Level Agreements. Each SLA defined the outcomes required and the performance indicators that would govern service delivery. A risk reward model was also developed to support management of the services.

Development of Defence Service Level Agreements
Client
Disciplines	Contract Management & Outsourcing; Service Level Agreements; Key Performance Indicators
Situation	The Department of Defence contract management model was process orientated and not delivering the outcomes required within the department. Tenders were also convoluted and not clear in the requirements to be delivered.
Challenge	The existing Defence procurement environment did not clearly separate contract requirements from service delivery outcomes. Service Level Agreements (SLA's) had never been developed in the Defence environment. The defence procurement environment is heavily regulated and flexibility is not a key aspect of the environment.
Response	A team of six staff developed 30 SLA's covering diverse services such as Grounds Maintenance, Hospitality, Warehousing, Maintenance, Transport, Cleaning, and Security. The SLA's provided clear information on what was in and out of scope for the services. They also provided Key Performance Indicators managing the delivery of each service. The Risk Reward Model is based on compliance against reporting ensuring a low contract management overhead.
Outcome	Solution was recognised as providing major benefits required for the Departments procurement processes. Presentations were given to other units undergoing similar activities. Training was conducted for staff and clients on the development and management of service level agreements.