The ICT operations of the international agreements comprise the system administration activities that enable the use of ICT systems to perform specific case transactions of the agreement.

Managing the ICT operations for the agreements involves the following main aspects:

• Defining a set of service quality indicators and goals to be complied with by the institutions participating in the agreement. This service-level agreement (SLA) would include indicators such as maximum delays in responding to requests and notifying changes, as well as the expected availability and response time of the ICT services required for performing inter-institutional transactions (e.g. submitting an information request to another institution, querying the log of operations/transactions, etc.).
• Defining SLAs at the national and institutional levels, which would establish service quality conditions corresponding to those defined at the international level for the national institutions, as well as to each of the internal systems.
• Putting into practice measures to implement the institutions’ internal services, which will enable the carrying out of the transactions of the social security agreement complying with SLAs defined at the international and national levels. These measures should take into account that the institution may be operating several social security agreements.

The specific guidelines in this section are:

• Service levels for the agreement
• Setting up and managing the ICT operations for international social security agreements