The institution, in coordination with the other participants in the agreement, defines service quality indicators and goals for the main operations in the agreement at the international level. In addition, the institution defines corresponding indicators and goals for its internal systems with the aim of ensuring the fulfilment of the goals established at the international level.
These service-level agreements (SLAs) with indicators and goals should be complied with by the participant institutions as part of their commitment to the signed international agreement.
Guideline code
ICT_09100
Mechanism
Mechanism
- The board and management should commission the institution’s working groups participating at the international level of the agreement to define service quality indicators and goals (i.e. SLAs) for the main operations. This should be done with the assistance of the ICT unit and in coordination with the other institutions.
- Typically, the SLA may include “business-oriented” indicators, such as the maximum delay in:
- Responding to an information request;
- Responding to a benefit request;
- Paying benefits granted;
- Notifying deaths and changes in the personal status of beneficiaries.
- The SLA may include “ICT-oriented” indicators on the ICT services required for performing inter-institutional transactions, such as:
- Availability of the ICT services (e.g. 24 hours/7 days, 24/5, 8/5, etc.);
- Maximum response time for the ICT services.
- The management should commission business and ICT units to define:
- An internal SLA based on the international and national SLAs;
- A set of processes to evaluate and enforce the internal SLA.
- The management should approve, adopt and communicate the SLAs.
Structure
Structure
- The management should commission the ICT unit and the institution’s delegates in the working committees of the agreement to define service quality indicators and goals (i.e. SLAs) for the main operations in the agreement, in coordination with the other participant institutions.
- If applicable, the national institutions in the country should establish a corresponding national SLA in order to comply with the service quality indicators defined at the international level.
- The management, with the assistance of the units involved, should establish an internal SLA in order to comply with the SLAs defined at the international and national levels in line with the objectives of the social security agreement.
- The management should establish organizational structures to manage the processes that evaluate and enforce the SLAs of the international agreement. Roles and responsibilities should be well defined and documented.
- The defined SLAs should follow the institutional ICT management and operations processes, as well as those of Section A.4, ICT Service Delivery.
Title HTML
Guideline 68. Service levels for the agreement
Type
Guideline_1
Weight
94