The introduction of Service Level Agreements (SLAs) and Key
Performance Indicators (KPIs) have ensured our standards are
benchmarked against agreed service provision levels. Overall
quality standards and service enhancements are monitored through
the introduction of a Service Level Agreement (SLA) which are
designed to define the desired service outputs and to enable
accurate measurement of improvements in efficiency and thereby, the
effectiveness of the service provision.
Effective performance monitoring underpins our commitment to
continuous improvement and best practice. We also believe that
there is no substitute for day to day hands-on monitoring of
service levels achieved through site walks, liaison with staff,
service supervisors and managers and the close involvement of our
senior Managers in all aspects of site services.
SLA's provide the framework agreement within which we will operate
and deliver our services. Key Performance Indicators (KPIs) will be
developed to provide the measurement process. They will be used to
check service delivery against the SLA using an agreed scoring
system.