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• Consultancy Services
  • Benchmarking payroll and HR services
  • Defining Your New System
  • Evaluating Payroll/HR Systems
  • HR Shared Services
  • Payroll and HR - Outsourced or In-House?
  • Payroll System Review
  • Setting SLA's
  • Transforming Operational Processes
  • Consolidating Pay Frequencies

SLA - Service Level Agreement – What should be included?

Any service that a payroll or HR team buys in from a third party should be subject to an SLA, often included as part of the contract. Internal departments such as finance or IT should also have SLAs drawn up, although these often rely on a verbal SLA rather than a written contractual version.

Specifying SLAs writing can be daunting and you can be left feeling very vulnerable if you aren’t familiar with the consequences of not having a robust SLA in place!

There are many tools on the market which support organisations in creating and managing their SLAs and these can be used to monitor the services you receive from a supplier. These tools can also be used to monitor the quality of service that your own payroll department provides to its customers. Often this internal SLA is referred to as a KPI (or Key Performance Indicator) and although it is a slightly different thing to an external SLA, it is still as important to ensure you are providing a cost effective and efficient service.

Eira Consulting can assist you in ensuring the SLAs your organisation has with both external and internal departments are robust and will not leave you with a less than acceptable service. We can also support you with understanding how your own department performs, looking at ways to improve your performance and monitor the results of any transformation exercise that you undertake.