Internal Service Level Agreements Between Departments are essential documents for organizations operating in Singapore that need to formalize and standardize internal service delivery. These agreements are particularly relevant when departments need to establish clear performance metrics, service standards, and accountability measures. The document typically includes detailed service descriptions, KPIs, reporting requirements, and escalation procedures, all while adhering to Singapore's legal framework. Such agreements are crucial for maintaining operational efficiency and ensuring clear communication between departments, especially in larger organizations where multiple departments interact regularly.
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1. Parties: Identification of departments involved in the agreement, including department heads and authorized representatives
2. Background: Context of the agreement and relationship between departments
3. Definitions: Key terms used throughout the agreement
4. Service Description: Detailed description of services to be provided between departments
5. Service Levels: Specific performance metrics, KPIs, and measurement criteria
6. Roles and Responsibilities: Clear delineation of each department's obligations
7. Reporting and Review: Regular reporting requirements and review procedures
1. Cost Allocation: Internal charging mechanisms for cross-charging between departments
2. Resource Management: Allocation and management of shared physical or human resources
3. Data Protection: Specific data handling and protection requirements for personal or sensitive data
4. Business Continuity: Procedures for maintaining service during disruptions, applicable for critical services
1. Schedule 1 - Service Level Metrics: Detailed breakdown of performance metrics and targets
2. Schedule 2 - Escalation Matrix: Contact details and procedures for issue escalation
3. Schedule 3 - Reporting Templates: Standard formats for regular reporting
4. Schedule 4 - Operating Procedures: Detailed workflow and process documentation
5. Schedule 5 - Rate Card: Breakdown of internal costs for cross-charging purposes
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