7/29/2019 Service Level Agreements - Why When and How 27 Feb 2013

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SERVICE LEVEL AGREEMENTS WHY, WHEN AND HOW?

Wednesday, 27th

February 2013, 8.00am 10.30amA light breakfast will be served at 8.00am and the event will commence at 8.30am

At the Institute of Public Administration, 57-61 Lansdowne Road, Dublin 4.

A key theme of public service reform and modernisation agenda is to change the way services are commissioned and delivered with an

increased focus on performance and accountability.

Service Level Agreements (SLAs), Memorandums of Understanding (MOUs) and Memorandums of Agreement (MOAs) are integral

elements of this evolving process of service commissioning and accountability. The purpose of an SLA is to facilitate organisations

clearly specifying their relationship in quasi-legal terms by focussing on the specification of the services to be provided, performance

and quality standards by which to assess service provision, performance monitoring arrangements and the financial arrangements in

place to facilitate financing and payment for the services. An important part of the SLA is the clarification of the reciprocal

responsibilities of the commissioner and provider which allows for detailed discussions covering strategic and operational plans, funding

initiatives and performance measurement and monitoring.

With the increased prevalence of SLAs has come a growing need for clarity around best practice in defining the nature, extent and

scope of agreements, where they can be most effective and where things can and do go wrong. This timely event will address these

issues which arise in the governance, accountability and delivery of services under SLAs

The event will include expert presentations and a peer discussion of key questions including:

Which areas are most suitable for SLAs?

What are the governance challenges in operating SLAs? What can go wrong?

What should be included in the SLA documentation and what other additional information is necessary to support an SLA?

What are the features of an effective SLA process?

How best do or can SLAs contribute to performance enhancement and accountability?

Speakers include:

Muiris MacCarthaigh, Lecturer in Politics, Queens University, Belfast who will review recent developments, nationally and

internationally, on Service Level and other Agreement categories.

Sean Ryan, Partner, Eversheds Solicitors who will provide a legal perspective on Service Level and similar Agreements and the legal

and regulatory issues which governing bodies, boards and senior management need to consider.

Aidan Horan, Director Finance and Governance Services at the IPA will lead the panel discussion of issues which have arisen in

the management of the agreements.

Panel Discussion:

In addition to the briefing there will also be a panel discussion on the practice of SLAs within and across organisations and what the

future shape of these types of agreements will or should be.

Time and Location

The Briefing will take place on Wednesday 27th

February 2013 at the

IPA, 57-61 Lansdowne Road, Dublin 4. A light breakfast will be served

from 8.00am. The presentations and open forum discussions will

commence at 8.30am and conclude at 10.30am.

Cost and Bookings

Members of the Forum may nominate up to three participants to the

briefing without charge. The cost for additional nominees is 100 per

person. The cost for non-forum members is 140 per person. Bookings

can be made using the attached booking form or by contacting Judy

Rogers at (jrogers@ipa.ie) or Paul Turpin (pturpin@ipa.ie).

G O V E R N A N C E F O R U M B R I E F I N G F O R D I R E C T O R S

B O A R D M E M B E R S A N D S E N I O R M A N A G E R S

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7/29/2019 Service Level Agreements - Why When and How 27 Feb 2013

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Booking Form 2013

Service Level Agreements - Why - When and How?

Wednesday, 27 February 2013 at the IPA, 57-61 Lansdowne Road, Dublin 4

Members of the Forum at entitled to nominate three participants to the event without charge.

The price for fourth and additional nominees is 100. The cost for Non-Forum Members is 140 per person.

Organisation Name Phone

Key Contact Person Email

Name of Delegates

Name Email

Name Email

Name Email

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Governance Forum 2013 Members?

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Invoice Address PO Number

This form can be submitted by email using the Email button above OR printed and sent to:

Judy Rogers, Governance Forum, Institute of Public Administration, 57-61 Lansdowne Road, Dublin 4

Email: jrogers@ipa.ie Phone: 01 2403676 Fax: 01 668 9135

Governance Forum Membership

For details on joining the Governance Forum, contact Paul Turpin, Governance Specialist at the IPA on

Telephone: 01 240 3600 or Email: pturpin@ipa.ie

www.governance.ie

Bookings

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