Maturing internal service delivery through a Service Level Agreement
The delivery of asset maintenance services from a centralised hub to a network of healthcare facilities needs well defined and agreed governance arrangements to function efficiently. This case study describes how Prominence helped a client to mature its delivery model through the design of a Service Level Agreement.
Our client was an internal service provider of health infrastructure engineering and maintenance services supporting six major hospitals and a large number of community based facilities. Transformation of their service delivery model from a decentralised to centralised budget and team was already underway. Our client needed a comprehensive governance document to articulate their scope of services for internal clients, reset client expectations and describe the responsibilities of both parties to underpin efficient service delivery.
Prominence worked closely with senior leaders through a consultative and iterative development process that included:
- Stakeholder consultation to understand the unique infrastructure issues and operating requirements of each facility
- Analysis of policy, standards, regulations, design and asset management guidelines to define a core scope of services
- Creating a prototype Service Level Agreement for testing and iteration with senior stakeholders
- Deeper engagement with Facilities with complex needs
- Adapting the Service Level Agreement to local requirements
The objectives were met by applying the following skills:
- Stakeholder consultation and management
- Complex problem solving
- Research and analysis
- Governance design
The Service Level Agreements delivered by Prominence laid the groundwork for our client to manage its services and client expectations with improved clarity and structure. The agreements documented a standardised approach for the healthcare network which was flexible to accommodate the unique operational requirements of internal clients.