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Making SLAs and OLAs Work

Service Level Agreements and Operating Level Agreements should:

be developed with contractor

be measurable and achievable

align with the deal

align with the organization’s goals (relevant measures and metrics)

have effective incentives and disincentives to drive desired behavior

should be consistent with your strategic objectives

Effectiveness -- functional alignment with mission, committed delivery of service to stakeholders, leverages diversity in the marketplace, complies with regulatory mandates, and delivers outcome/impact within applicable constraints)

Enhancement – process and productivity improvement (claims processed, personnel productivity

Transformation – Business performance improvement (revenue growth, market growth)

Efficiency -- Cost improvement and cost control

Availability, response, resolution

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