Service Level Agreement Key Performance Indicators – Performance Service Performance Performance Standards Measurement Criteria & Process Category Aspect Target (KPI) Service Health and Safety Advice OHSD (this will not be By return dependent of availability of OHSD – Indicative routine as personnel Performance to be discussed at response QMSU/QMSU Maximum 2 working days. SLA/MOA review meetings times met Services 95% Limited have their own H&S Adviser) The number of persons trained by The OHSD will endeavour to accommodate agreement with the OHSD as a Training 90% training requests within 2 scheduled courses. percentage of those for whom training was requested Performance to be discussed at Indicative The OHSD seeks to respond by return – Accident and SLA/MOA review meetings. response dependent of availability of OHSD personnel Incident Investigation reports will capture times met Investigation response times and required times for Maximum 2 working days. 99% closing out actions
Service Level Agreement – Key Performance Indicators Performance Category Service Aspect Performance Standards Measurement Criteria & Process Performance Target (KPI) Service OHSD Health and Safety Advice (this will not be routine as QMSU/QMSU Services Limited have their own H&S Adviser) By return – dependent of availability of OHSD personnel Maximum 2 working days. Performance to be discussed at SLA/MOA review meetings Indicative response times met 95% Training The OHSD will endeavour to accommodate training requests within 2 scheduled courses. The number of persons trained by agreement with the OHSD as a percentage of those for whom training was requested 90% Accident and Incident Investigation The OHSD seeks to respond by return – dependent of availability of OHSD personnel Maximum 2 working days. Performance to be discussed at SLA/MOA review meetings. Investigation reports will capture response times and required times for closing out actions Indicative response times met 99%
QM_OHSD_GA019_June-2013_Service-Level-Agreement-and-Memorandum-of-Understanding.docx