What is a Service Level Agreement?

Please be aware that a combination of an increase in workload, staff vacancies, sickness absence and annual leave are impacting our turnaround times during August. It is possible over the next few weeks your teams might experience slightly longer wait times than usual. Please can we request for your continued patience during this busy time and ask that staff remember the College Values and Behaviours when liaising with the teams. It would assist enormously if teams would avoid sending multiple 'chaser' emails to mailboxes and/or individuals. 

A Service Level Agreement (SLA) is a type of service contract between a service provider and customer. SLAs define the level of service expected by the customer, detailing how the service should be measured.

We are committed to being open and transparent about how we’re doing in the operational HR teams and have now published SLAs for the two busiest operational HR teams, the HR Staff Hub and Recruitment Hub.

We have also published quarterly performance data for both teams.

Later this year the SLAs and performance data will be made available to departments via a new interactive HR Performance dashboard which is currently under development.