+ All Categories
Home > Documents > Service Level Agreement (SLA) Template · Service Level Agreement (SLA) between West Swindon Parish...

Service Level Agreement (SLA) Template · Service Level Agreement (SLA) between West Swindon Parish...

Date post: 15-Jul-2020
Category:
Upload: others
View: 10 times
Download: 0 times
Share this document with a friend
18
Service Level Agreement (SLA) between West Swindon Parish Council and Swindon Borough Council Effective Date: 1/4/17 Table of Contents 1. Agreement Overview 3 2. Goals & Objectives 3 3. Periodic Review 3 4. Termination 4 5. Insurance and Liability 4 5. Dispute Resolution 4 7. Service Level 4 7.1 Service Scope 4 7.2. Borough Requirements 6 7.3 Service Changes 6 8 Service Management 7 8.1 Service Availability 7 8.2 Service Requests 7 8.3 Billing 7 9 Signatures 8 10 Indicative Grounds Maps 9
Transcript
Page 1: Service Level Agreement (SLA) Template · Service Level Agreement (SLA) between West Swindon Parish Council and Swindon Borough Council Effective Date: 1/4/17 Table of Contents 1.

Service Level Agreement (SLA)

between West Swindon Parish Council

and

Swindon Borough Council

Effective Date: 1/4/17

Table of Contents

1. Agreement Overview 3

2. Goals & Objectives 3

3. Periodic Review 3

4. Termination 4

5. Insurance and Liability 4

5. Dispute Resolution 4

7. Service Level 4

7.1 Service Scope 4

7.2. Borough Requirements 6

7.3 Service Changes 6

8 Service Management 7

8.1 Service Availability 7

8.2 Service Requests 7

8.3 Billing 7

9 Signatures 8

10 Indicative Grounds Maps 9

Page 2: Service Level Agreement (SLA) Template · Service Level Agreement (SLA) between West Swindon Parish Council and Swindon Borough Council Effective Date: 1/4/17 Table of Contents 1.

SLA, Grounds and Cleansing Services,

West Swindon and Swindon Borough Council

2/18

This SERVICE LEVEL AGREEMENT is made the day of

BETWEEN

(1) SWINDON BOROUGH COUNCIL

Of Civic Offices Euclid Street

Swindon SN1 2JH (“the Borough Council”)

And

(2) WEST SWINDON PARISH COUNCIL

Of Civic Offices Euclid Street

Swindon SN1 2JH (“the Parish Council”)

Page 3: Service Level Agreement (SLA) Template · Service Level Agreement (SLA) between West Swindon Parish Council and Swindon Borough Council Effective Date: 1/4/17 Table of Contents 1.

SLA, Grounds and Cleansing Services,

West Swindon and Swindon Borough Council

3/18

1. Agreement Overview

This is a Service Level Agreement (“SLA”) between Swindon Borough Council, (the Borough

Council) and West Swindon Parish Council (the Parish Council) for the provision of

Streetsmart Services required to support and sustain the environment of the parish.

This SLA remains valid until superseded by a revised agreement mutually endorsed by the

Borough and the Parish.

This SLA outlines the parameters of all services covered as they are mutually understood by

the Borough and the Parish.

The value of this agreement is £384,646 per annum.

2. Goals & Objectives

This SLA is to help ensure that the proper elements and commitments are in place to provide

consistent service and delivery to the Parish Council by the Borough Council.

The objectives of this SLA are to:

Provide clear reference to service ownership, accountability, roles and/or

responsibilities.

Present a clear, concise and measurable description of service provision to the Parish.

Match perceptions of expected service provision with actual service delivery.

3. Periodic Review

This SLA is valid from the 1/4/17 outlined herein and is valid until further notice. This SLA

should be reviewed at a minimum twice per fiscal year; however, in lieu of a review during

any period specified, the current Agreement will remain in effect.

The Streetsmart Service Manager or their Deputy, is responsible for facilitating regular reviews

of this document. Contents of this document may be amended as required, provided mutual

agreement is obtained from the Borough Council and the Parish Council. The Streetsmart

Service Managerwill incorporate all subsequent revisions and obtain mutual agreements /

approvals as required.

Streetsmart Service Manager: Robert Core, Swindon Borough Council

Review Period: Bi-Yearly (6 months)

Next Review Date: 1/10/17

Page 4: Service Level Agreement (SLA) Template · Service Level Agreement (SLA) between West Swindon Parish Council and Swindon Borough Council Effective Date: 1/4/17 Table of Contents 1.

SLA, Grounds and Cleansing Services,

West Swindon and Swindon Borough Council

4/18

4. Termination

Termination may be applied by either party, subject to four months’ written notice. The written

notice should be sent either to the Parish Clerk or Head of Streetsmart as appropriate.

5. Insurance and Liability

The Borough Council will indemnify the Parish Council against all losses, liabilities, costs,

damages, claims, fines and expenses (including legal expenses) arising directly or indirectly out

of or in connection with the discharge of the Services.

The Borough Council shall maintain employer's liability and public liability insurance cover in

respect of its liabilities arising out of, or connected with, the discharge of the Function, each of

such insurances to be for a minimum value of £10,000,000 in aggregate per year and to be taken

out with reputable insurance companies.

6. Dispute Resolution

Any dispute arising from this Service Level Agreement will be addressed through negotiation

between the Borough Council and the Parish Council. If these negotiations are unsuccessful a

mutually agreed arbitrator will be appointed.

7. Service Level

7.1. Service Scope

The following Services are covered by this Agreement;

Function Frequency

1 Grass cutting during the summer programme (April to October)

3 weekly

2 Hedge cutting during the winter programme (November to

March)

Annually

Page 5: Service Level Agreement (SLA) Template · Service Level Agreement (SLA) between West Swindon Parish Council and Swindon Borough Council Effective Date: 1/4/17 Table of Contents 1.

SLA, Grounds and Cleansing Services,

West Swindon and Swindon Borough Council

5/18

3 Shrub Bed Maintenance during the winter programme (November

to March)

Annually

4 Shrub Bed Maintenance during the summer programme (May to

September) Flexible targeted maintenance team, to undertake

targeted shrub / hedge maintenance work as required (e g adjacent

to footpaths / cycle ways, residential areas for visual impact,

public / Member complaints). work priorities will still need to

take into account any nesting birds but would be flexible and

could be directed by Parish Council if so wished. Team could also

undertake additional work whilst working in the area or as

directed such as:

Minor tree works (from the ground using hand tools)

Street sign cleaning

Minor graffiti / fly-poster removal

Litter picking

Annually

5 Requests for Hedge Cutting – refer to annual schedule, or

investigate if perceived risks

10 working days

6 Response to overgrown vegetation – refer to annual schedule, or

investigate if perceived risks

10 working days

7 Play area inspections (summer programme April to October)

(any concerns / suggested repairs will be reported back to the

Parish)

Twice per week

8 Play area inspections (winter programme November to March)

(any concerns / suggested repairs will be reported back to the

Parish)

Once per week

9 Play area emergency call-out would result in an inspection,

making safe activity (as required) and a report provided to the

Parish

1 working day

10 Allotment maintenance: grass cutting and hedge cutting of

communal areas only

Variable

11 Maintenance of sports pitches (including, football, cricket, bowls) Variable

11 Litter and dog Bins Insp./emptying routine – as per programme

Variable

12 Litter Picking routine – as per programme

Variable

13 Clearing dead animals

2 working days

14 Inspecting Fly Tipped General Waste (hazardous, or causing an

obstruction)

1 working day

Page 6: Service Level Agreement (SLA) Template · Service Level Agreement (SLA) between West Swindon Parish Council and Swindon Borough Council Effective Date: 1/4/17 Table of Contents 1.

SLA, Grounds and Cleansing Services,

West Swindon and Swindon Borough Council

6/18

15 Clearing Fly Tipped General Waste (non-hazardous, not causing

an obstruction)

Variable

16 Clearing Fly Tipped General Waste (hazardous, or causing an

obstruction)

2 working days

17 Clearing Fly Tipped Green Waste (causing an obstruction)

2 working days

18 Graffiti Removal from Council property (offensive)

1 working day

19 Graffiti Removal from Council property (non-offensive)

10 working days

20 Clearing Needles/Sharps/Broken Glass

4 hours

21 Customer Service support by the Borough and appropriate MI

reported back to the Parish

Customer Service

arrangements match

those of the Borough

7.2. Borough Requirements

Borough responsibilities and/or requirements in support of this Agreement (subject

exceptions above) include:

Meeting response times associated with service related incidents.

Appropriate notification to the Parish for all events which may impact on the

delivery of the service including, but not limited to: circumstances of extreme

weather, force majeure, restricted access or any dramatic shifts in demand

compared to historical levels of activity which would disrupt the reasonable

endeavors delivery model.

7.3. Service Changes

Changes to services will be communicated and documented between the Head of

Streetsmart and West Swindon Parish Council.

Page 7: Service Level Agreement (SLA) Template · Service Level Agreement (SLA) between West Swindon Parish Council and Swindon Borough Council Effective Date: 1/4/17 Table of Contents 1.

SLA, Grounds and Cleansing Services,

West Swindon and Swindon Borough Council

7/18

8. Service Management

The following sections provide relevant details on service availability, monitoring of in-scope

services and related components.

8.1. Service Availability

Any resident queries relating to these services should be directed to the Borough Customer

Service Team or to the Parishes directly.

Queries from Parish Clerks should be directed to:

Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday – Friday - new

parish mail box to set up , email address to be communicated. Additionally,

useful email addresses include: Robert Core [email protected], Martin

Hambidge [email protected], Rachel Ind [email protected]

8.2. Service Requests and variations

In support of in-scope services outlined in this Agreement, the Borough Council

can respond to service related incidents and/or requests submitted by the Parish

Council by re-prioritizing existing resource.

Requests for other ad hoc works can be provided to the Streetsmart Service

Manager and a quote prepared within 10 working days for review

8.3. Billing

The annual fee will be invoiced in four equal parts, quarterly, in arrears.

Payment terms are 30 days from the end of the month in which the invoice is

raised.

For the avoidance of doubt in the event that the Parish Council requires the

Borough Council to deploy its staff from grass cutting to carry out emergency

work, a record of the reduced grass cutting work will be provided to the Parish

Council but there will be no adjustment to the annual fee payable by the Parish

Council.

Page 8: Service Level Agreement (SLA) Template · Service Level Agreement (SLA) between West Swindon Parish Council and Swindon Borough Council Effective Date: 1/4/17 Table of Contents 1.

SLA, Grounds and Cleansing Services,

West Swindon and Swindon Borough Council

8/18

9 Signatures

Signed by a duly authorized

signatory on behalf

of Swindon Borough Council

Signature ………………………………………………….

Name………………………………………………………

Position……………………………………………………

Signed by a duly authorized

signatory on behalf

of Swindon Borough Council

Signature ………………………………………………….

Name………………………………………………………

Position……………………………………………………

Signed by a duly authorized

signatory on behalf

of the Parish Council

Signature: ………………………………………………….

Name:………………………………………………………

Position: Chair ……………………………………………

Signed by a duly authorized

signatory on behalf

of the Parish Council

Signature: ………………………………………………….

Name:………………………………………………………

Position: Vice Chair ……………………………………………

Page 9: Service Level Agreement (SLA) Template · Service Level Agreement (SLA) between West Swindon Parish Council and Swindon Borough Council Effective Date: 1/4/17 Table of Contents 1.

SLA, Grounds and Cleansing Services,

West Swindon and Swindon Borough Council

9/18

Signed by a duly authorized

signatory on behalf

of the Parish Council

Signature: ………………………………………………….

Name:………………………………………………………

Position: Clerk ……………………………………………

10 Grounds Plans

Indicative Grounds Plans

Page 10: Service Level Agreement (SLA) Template · Service Level Agreement (SLA) between West Swindon Parish Council and Swindon Borough Council Effective Date: 1/4/17 Table of Contents 1.

SLA, Grounds and Cleansing Services,

West Swindon and Swindon Borough Council

10/18

1) West Freshbook

Page 11: Service Level Agreement (SLA) Template · Service Level Agreement (SLA) between West Swindon Parish Council and Swindon Borough Council Effective Date: 1/4/17 Table of Contents 1.

SLA, Grounds and Cleansing Services,

West Swindon and Swindon Borough Council

11/18

2) West Grange Park

Page 12: Service Level Agreement (SLA) Template · Service Level Agreement (SLA) between West Swindon Parish Council and Swindon Borough Council Effective Date: 1/4/17 Table of Contents 1.

SLA, Grounds and Cleansing Services,

West Swindon and Swindon Borough Council

12/18

3) West Middleleaze

Page 13: Service Level Agreement (SLA) Template · Service Level Agreement (SLA) between West Swindon Parish Council and Swindon Borough Council Effective Date: 1/4/17 Table of Contents 1.

SLA, Grounds and Cleansing Services,

West Swindon and Swindon Borough Council

13/18

4) West Peatmoor

Page 14: Service Level Agreement (SLA) Template · Service Level Agreement (SLA) between West Swindon Parish Council and Swindon Borough Council Effective Date: 1/4/17 Table of Contents 1.

SLA, Grounds and Cleansing Services,

West Swindon and Swindon Borough Council

14/18

5) West Shaw

Page 15: Service Level Agreement (SLA) Template · Service Level Agreement (SLA) between West Swindon Parish Council and Swindon Borough Council Effective Date: 1/4/17 Table of Contents 1.

SLA, Grounds and Cleansing Services,

West Swindon and Swindon Borough Council

15/18

6) West The Prinnells

Page 16: Service Level Agreement (SLA) Template · Service Level Agreement (SLA) between West Swindon Parish Council and Swindon Borough Council Effective Date: 1/4/17 Table of Contents 1.

SLA, Grounds and Cleansing Services,

West Swindon and Swindon Borough Council

16/18

7) West Toothill

Page 17: Service Level Agreement (SLA) Template · Service Level Agreement (SLA) between West Swindon Parish Council and Swindon Borough Council Effective Date: 1/4/17 Table of Contents 1.

SLA, Grounds and Cleansing Services,

West Swindon and Swindon Borough Council

17/18

8) West Westlea

Page 18: Service Level Agreement (SLA) Template · Service Level Agreement (SLA) between West Swindon Parish Council and Swindon Borough Council Effective Date: 1/4/17 Table of Contents 1.

SLA, Grounds and Cleansing Services,

West Swindon and Swindon Borough Council

18/18


Recommended