What is a 'Service Level Agreement (SLA)' in public sector services?

A 'Service Level Agreement (SLA)' in public sector services serves as a formal document that defines the expected levels of service between service providers and their clients. It clearly outlines the standards that must be met regarding the quality, availability, and responsibilities of the service provided. This includes specific metrics such as response times for inquiries, resolution times for issues, and overall service availability.

By establishing these expectations, an SLA ensures that both parties have a mutual understanding of the service levels and the consequences should those standards not be met. It serves as a tool for accountability, helping to ensure that public services are delivered efficiently and effectively to meet the needs of the community.