Introduction
The purpose of this page is to outline the service level agreement (SLA) between Finance Systems team and its customer base within Imperial College.
The aims of this agreement are to define:
- The products and services being provided, and the service standards Finance Systems has committed to meet.
- How to access the service – a description of the ways in which customers can access Finance Systems and the level of service they can expect.
- Governance and relationship management – outlines how the interface between Finance Systems and its customers is managed and how service levels, and performance standards are agreed.
- Performance reporting –the key performance indicators (KPIs) for this service.
- Respective responsibilities – the specific responsibilities of Finance Systems to deliver the services required and the responsibilities of our customers to enable that delivery.
Summary
Finance Systems responsibilities
In summary Finance Systems has responsibility to:
- Deliver the services specified in this Agreement.
- Provide a primary point of contact to manage and review service levels with customers.
- On an annual basis define and agree SLAs and KPIs with customers to enable objective measurement of customer service levels.
- Provide reports and analytical reporting commentary on significant variances in customer services levels against agreed SLA KPIs and functional policies, processes and procedures
- Provide a variety of contact channels through which customers can efficiently and effectively access Finance Systems services.
- Ensure the processing of all queries, requests, contracts, transactions and services including the provision of reports as agreed to the operating service levels and according to the agreed processes and controls.
- Preserve data integrity, auditable standards and maintain required confidentiality.
- Ensure accurate input of supplied data.
- Actively seek customer feedback and deal constructively with the suggestions and recommendations made through all forums including the maintenance of a robust complaints process.
- Maintain and develop a continuous improvement capability in order to identify, log, prioritise and deliver small and medium sized changes to Finance System operations and services.
- Where appropriate, encourage the maximum utilisation of Finance Systems and processes to enable the realisation of targeted College benefits and efficiency savings.
Customer responsibilities
The delivery of SLA KPIs is based on mutual dependencies between Finance Systems and its customers. The customer responsibilities relating to this SLA are outlined below.
In order to enable the proper provision of a fully comprehensive service it is necessary for our customers to:
- Access Finance Systems services using the defined contact channels and access points.
- Provide Finance Systems with the necessary (accurate) information and within the defined set time limits to enable a request to be resolved in line with the SLA KPIs.
- Inform Finance Systems in advance if there is any delay or problem in providing information to support the customer request.
- Inform Finance Systems immediately if there is a change to the customer query they have raised.
- Attend meetings with Finance Systems to review performance.
- Support continuous improvement activities and projects which impact on Finance Systems.
- Adherence to the month end/year end timetable as dictated by Finance Systems Team.
Service Level Agreement
- Signatories, context and validity
- Summary of Finance Systems Service provided
- Working with you
- Service availability
- Customer contact
- Finance Systems service standards
- Key performance indicators definitions
- Key performance indicators
- Outside of key performance indicators
- Changes to the SLA and to KPIs
Signatories, context and validity
Summary of Finance Systems Service provided
Working with you
Service availability
Customer contact
Finance Systems service standards
Key performance indicators definitions
Key performance indicators
Outside of key performance indicators
Changes to the SLA and to KPIs