>> Client Engagements: Powerlink Queensland - Developed Pricing Regime and Negotiated Internal Service Delivery Agreements

Developed Pricing Regime and Negotiated Internal Service Delivery Agreements for Powerlink Qld the distribution network manager of the state electricity grid. The IT department required tools to better meet customer needs.

Powerlink Queensland - Developed Pricing Regime and Negotiated Internal Service Delivery Agreements
Client
Disciplines	Contract Management & Outsourcing; Service Level Agreements; Key Performance Indicators
Situation	Powerlink IT department had a limited resource model that required customer units to prioritise and pay for high priority services.
Challenge	To develop an internal pricing regime and Service Level Agreements (SLA) that met individual customer business unit priorities.
Response	Interviews were undertaken with each of the customer business unit managers to identify the particular priorities of their units. These were collated and discussed with the IT Department management team. From these, individual SLA were developed for each of the eight discrete customer business units. Each of the services was defined and a pricing regime of either annual, monthly or by service fee applied. Key Performance Indicators were developed although no penalty regime was included. Each of the SLA included: Introduction to the customer units Scope of Work Performance Management Regime SLA Management including relationship chart List of responsibilities by service type.
Outcome	SLA were developed and signed off by responsible manager in each business unit. IT department began delivering services in accordance with priorities negotiated with customer business units.