Finance Service Level Agreement
Finance Service Level Agreement
Finance Service Level Agreement
Version Date
Finance Service Level Agreement Version 0.1 3 August 2010
First draft of the agreement prior to pilot
Finance Service Level Agreement Version 0.2 24 August 2010
Comments from the BSB
Finance Service Level Agreement Version 0.3 16 September 2010
D) Requirements
F) Specifications
The Finance department will always aim to provide financial 1 – 4 working days
information and advice to BSB staff within 4 working days. If
queries cannot be answered within this timescale, the finance
department will respond within 1 working day to say when the
information can be provided.
G) Quality
I) Availability of Service
Measures Reported to
Payments received direct to employees on time Individual users
Monthly management accounts Heads of Departments
and Director
The measures detailed in F) G) and H) will be monitored through Will be presented by
overview reports that detail the quality and timeliness of advice; both the Finance
the reports will note both good examples as well as areas where Department and the
there may be concern. BSB to the Quarterly
SLA Meetings
K) Dispute resolution