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Service standards & SLAs
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Service standards & SLAs

Customer service & experience

Service standards & SLAs

The ability to apply published service standards and internal and external service level agreements (SLAs), to monitor compliance with them, and to design and review them against actual performance data. It gives the organisation clear, measurable commitments to its customers and beneficiaries. It also protects public trust in the government service and warns early of failures before they become complaints.

CE-D03-03 Type: Functional

Foundational

Applies the approved service standards and time limits reliably to routine transactions and requests, and refers unclear cases to the supervisor.

Behavioural indicators

  1. Classifies each request on receipt and records in the system the time limit that the service-standards guide sets for that request type.
  2. Tells the customer how long the request is expected to take and through which channel they will be notified, and records this in the case log.
  3. Escalates a request at risk of breaching its time limit to the responsible party before the limit expires, following the approved escalation matrix.
  4. Records the reason for any delay or clock-stop, such as waiting for a document from the customer, with the dates the clock stopped and restarted.
  5. Closes a request in the system only after checking that it meets its defined quality standard and that the customer has been notified of the outcome.

Learning journey

▶ Start the journey · about 12 minutes

Advanced

Designs and reviews service standards and SLAs, resolves recurring breaches and sensitive cases, and guides the team and partner units towards compliance.

Behavioural indicators

  1. Proposes or revises time and quality targets for services from an analysis of actual performance data, team capacity and customer expectations, and documents the rationale for each target.
  2. Analyses SLA breach reports periodically, identifies the root causes of recurring breaches, and submits a remediation plan with named owners and deadlines.
  3. Negotiates operational level agreements with the internal units involved so that they support the time limits promised to customers, and documents them in writing with clear handover points.
  4. Makes a documented decision on exceptional or high-sensitivity cases that the standard does not cover, and refers the case for a review of the standard where needed.
  5. Presents the compliance dashboard to the team in regular meetings and gives each staff member a development point linked to their own time and quality performance.

Learning journey

▶ Start the journey · about 13 minutes

Positions that require it

Further learning

Chosen resources for those who want to go deeper after the journey.