Timeline for development of SLAs

January 2009

• Discuss SLAs with departments, starting with Managers
• Nominate a manager to be part of a forum to develop core SLAs for all central admin departments
• SLA web page to be set up on HR intranet including templates and related documents.

February 2009

• Feedback to SHA from departmental meeting

February to May 2009

• ITS, Library, Registry, Estates and External Relations to lead on development of SLAs with a view to completing a proposed SLA by June 2009.
• All central admin teams to start work on developing SLAs
• Management group to develop core SLAs for all central admin departments.

May 2009

• SHA working group to review core service levels
• Management group to review draft SLAs for ITS, Library, Estates, Registry and External Relations
• All other central admin departments to have a timeline in place for development of their departmental SLA and update SHA

June 2009

• Core SLAs to be submitted to SHA for review and agreement
• ITS, Library, Registry, Estates and External Relations SLAs to be submitted to SHA for review

July 2009

• Proposed Core SLAs to be circulated to Schools for input and feedback
• Proposed Departmental SLAs to be circulated to Schools for input and feedback

August 2009-

• All core and lead departmental SLAs finalised and signed off by all parties

Aug/Sep 2009

• Agreed SLAs for ITS, Library, Registry, Estates and External Relations to be published on intranet.

December 2009

• All SLAs to be in place for central administration departments