The introduction of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) have ensured our standards are benchmarked against agreed service provision levels. Overall quality standards and service enhancements are monitored through the introduction of a Service Level Agreement (SLA) which are designed to define the desired service outputs and to enable accurate measurement of improvements in efficiency and thereby, the effectiveness of the service provision.

Effective performance monitoring underpins our commitment to continuous improvement and best practice. We also believe that there is no substitute for day to day hands-on monitoring of service levels achieved through site walks, liaison with staff, service supervisors and managers and the close involvement of our senior Managers in all aspects of site services.

SLA's provide the framework agreement within which we will operate and deliver our services. Key Performance Indicators (KPIs) will be developed to provide the measurement process. They will be used to check service delivery against the SLA using an agreed scoring system.