DRAFT SERVICE LEVEL AGREEMENT FOR THE PROVISION OF TEMPORARY AGENCY WORKERS

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1 DRAFT SERVICE LEVEL AGREEMENT FOR THE PROVISION OF TEMPORARY AGENCY WORKERS VERSION 1 21 MAY 2008 PREPARED BY CHARMIAN HICKMAN

2 CONTENTS 1. INTRODUCTION SERVICES TO BE PROVIDED by the Agency SPEcific responsiblities in relation to AGENCY WORKERS 5 2. UNDERTAKING FROM THE CLIENT COMMUNICATION MEETINGS Meeting Reports Management Information Feedback User Information Telephone Calls Communication Beliefs Contacts at AGENCY Resourcing and The CLIENT Operational BASIC PROCESSING of Requests Time Sheets Invoicing Timescales Complaints Handling 14

3 1. INTRODUCTION This document is a guide to setting services, delivery standards, operating procedures and objectives in meeting the temporary staff needs for the CLIENT (CLIENT). These guidelines are proposed as a framework within which AGENCY and the CLIENT will conduct business and meet objectives. The AGENCY hereby agrees to place at the disposal of the CLIENT, for the purpose of its functions, the services of its Agency for the provision of Agency Workers. The CLIENT hereby agrees to meet its obligations in order to facilitate the services received from AGENCY. This document should be read in conjunction with the Key Performance Indicators for this contract.

4 1.1. SERVICES TO BE PROVIDED BY THE AGENCY AGENCY shall provide a responsive and flexible managed service that shall continually reassess the business needs of the CLIENT and do so in a prompt manner by appropriate skilled personnel. In outline, the services to be provided by AGENCY include the following: Nominate an Account Manager especially for the contract, who will be the main point of contact between AGENCY and the CLIENT Provide, during normal University working hours, an on-site service delivery team based in a constantly manned office (office will be provided by the CLIENT). Provide a 24 hour/ day, 7 day/ week telephone helpline outside of normal hours when the on-site team are unavailable. Advise the CLIENT on the best services strategy in all activities Demonstrate best practice and innovations in providing the CLIENT with a value added service Act as an introducing agent, introducing temporary staff to the CLIENT Conduct health and safety audits and training as required Work with the CLIENT to measure, monitor and improve their performance Advise on market rates of pay and produce, biannually, a list of rate bands for various levels of qualifications/skills/experience Produce Guidelines for Managers and Temporary Staff Ensure that consent and approval from the CLIENT (contract manager and Marketing Department) is sought prior to undertaking any marketing or producing any promotional material. Ensure that University Contract Manager is kept informed of any mass communications to Agency Workers working for the CLIENT. Maintain a sufficient pool of Agency Workers to meet the requirements of the KPIs for providing staff to meet the CLIENT s needs. Provide weekly invoices and monthly summaries as per KPI. Keep the CLIENT informed of any changes to legislation and working practices that affect the employment of Agency Workers, via quarterly bulletin or, if necessary, as changes occur SPECIFIC RESPONSIBLITIES IN RELATION TO AGENCY WORKERS In relation to the AGENCY WORKERS, AGENCY will: Ensure that AGENCY WORKERS comply with CLIENT policies Pay all wages and other amounts to the AGENCY WORKERS, ensuring that appropriate deductions are made in respect of income tax, national insurance and other contributions Ensure that the AGENCY WORKERS comply with all UK And European legislation in relation to the provision of temporary services Maintain records of training undertaken Maintain records of assignments undertaken Manage the AGENCY WORKERS but not their work flow and priorities of the workflow Carry out risk analysis for work-areas throughout the University, as appropriate, before an AGENCY WORKER commences work.

5 Assess all AGENCY WORKERS before being assigned to the CLIENT. The assessment will include but not be limited to, initial screening, interview and skills check. References will be sought for all AGENCY WORKERS 2 years history for office staff and 6 months for catering and sports centre staff. For nursing staff, AGENCY will carry out CRB checks and relevant specialist references. Brief all AGENCY WORKERS on the University s policies and procedures including but not limited to: o Health and Safety at work o The Environment o Code of Conduct o Emergencies With the exception of catering staff, ensure that all AGENCY WORKERS assigned to the University under this contract are capable of carrying out the work defined in the job specifications without the requirement of further training. Ensure that catering staff have the skills specified by the Catering Manager who will indicate if further training will/ can be provided by the University. Ensure that the AGENCY WORKERS have a good standard of both written and spoken English. Ensure that the AGENCY WORKERS continue in the functions and responsibilities to which they are assigned for as long as is required. In the event that any AGENCY WORKER does not continue with an assignment the AGENCY shall provide another suitable and qualified person forthwith. In the event that any AGENCY WORKER is temporarily unable to attend the worksite to perform an assignment to which he / she has been allocated for whatever reason the AGENCY shall provide another suitable and qualified person forthwith to perform the assignment, (unless otherwise notified to the AGENCY by the University). If the University is at any time dissatisfied with the performance of any AGENCY WORKER in relation to an assignment then the AGENCY shall, at the request of the CLIENT, promptly provide a suitable substitute at no additional cost or expense to the CLIENT. Be responsible for the following in relation to AGENCY WORKERS: o Appraisals o Wage rates o Time-keeping o Attendance o Performance o Holiday entitlement o Health and Safety o Occupational Health o Briefings on assigned Faculty/Department workplace o Dress code o DSE User Training o Appropriate Hygiene/Catering certificates (where appropriate)

6 2. UNDERTAKING FROM THE CLIENT The CLIENT undertakes to ensure the following: The AGENCY will be given access to HR/the line managers in order to gather the best possible brief to find the best-fit temporary staff The AGENCY will be provided with copies of relevant internal staff publications, relevant marketing/pr material and corporate policy documents which have a direct bearing on employment. The CLIENT will make available to the AGENCY the results of all audits and investigation into the AGENCY SERVICES and shall work constructively with the AGENCY to resolve any issues arising. The CLIENT shall work actively with the AGENCY in the measurement, monitoring and improvement of the performance of the AGENCY in their execution of the AGENCY SERVICES. The CLIENT shall share with the AGENCY responsibility for the following in relation to Agency Workers assigned to the CLIENT: o Day-to-day supervision o Time-keeping monitoring o Attendance monitoring o Performance monitoring Contract management to include monthly and quarterly review meetings

7 3. COMMUNICATION 3.1. MEETINGS The Agency will ensure that the correct levels of staff are made available for briefings and other meetings. The Client will make a similar management commitment. The Agency will place no limit on the number of briefing meetings expected and will take a pro-active role in generating better communication where there is an appropriate need. The University s HR Contract Manager or representative and the Agency Account Manager will be available within at least 48 hours' notice for any meeting. The Client and the Agency will meet at least monthly to discuss operational issues. The proposed agenda for this meeting will be as follows: Health and Safety Operational / Performance Issues Long-term temps Complaints Any other business The Client and the Agency will meet quarterly for a Strategic Contract Review of service standards and performance. The proposed agenda for this meeting will be as follows: Health and Safety Account management and performance (KPIs) Invoicing Management Information Evaluations Any other business The Client will provide information relating to policy, predicted staffing needs and possible process problems at the quarterly review meetings. The August Review meeting each year will review the management information and trends for the previous academic year. In addition to reviewing quarterly management information, the Annual Contract Review Meeting will review the performance (KPIs) over the contract year and consider any amendments to the contract, SLAs, KPIs or management information that may be required for the following year of the contract. Agendas for each meeting will be sent to all attendees by the HR Contract Manager a week before the meeting. This will allow the CLIENT an opportunity to contribute to the agenda prior to the meeting taking place. The HR contract manager will be responsible for confirming the meeting location.

8 Reporting Period 1/6/08-31/7/08 1/8/07-31/10/07 1/11/09-31/1/09 1/2/09-31/4/09 1/5/09-31/7/ MEETING REPORTS Meeting Date End Aug 08 End Nov 08 End Feb 09 End May 09 End Aug 09 Initial contract review meeting Quarterly MI and KPI Quarterly MI and KPI Quarterly MI and KPI Annual Contract review and Management Report (incl performance review) All major meetings (including the monthly operational meeting) and briefings will be fully reported in the form of a contact report. This will be undertaken by the AGENCY and submitted to the CLIENT for approval and agreement within one week of the meeting MANAGEMENT INFORMATION Management information will be provided to the CLIENT HR Contract Manager and Procurement Manager on a monthly and quarterly basis. The required frequency of specific management information may vary during the life of the contract. The following management information will be provided by the AGENCY: Monthly spend by Faculty/Department Electronic timesheet system trends by Faculty/ Department (numbers using manual vs those using electronic) Spend trends by Faculty/Department Hours and skill by department Number of temps per department/faculty Spend trends by department/ faculty Temps and reason for booking Breakdown of roles supplied e.g. secretarial, manual etc VAT mitigation/analysis (showing savings) Long term reports: o 4 week assignment report showing all posts open for 4 weeks or more as at report date. Includes post start date, location, skill and order number o 12 week/ 390 hours assignment report - showing all posts that have been open for 12 weeks or more as at reporting date - this will enable us to monitor possible staff/ recruitment issues and possible pay rate changes. Needs to show post start date, location, skill and order number, name of person currently in the post, their start date in that post and the number of hours worked to date

9 Feedback/Evaluations University evaluation of candidate University evaluation of temporary services supplier Candidate evaluation of University and supplier Information also to be consolidated by quarter and academic year (1 August to 31 July). Where applicable, management information should show equivalent previous period eg last quarter compared to this quarter, last year compared to this etc. The usefulness of this management information will be monitored throughout the life of the contract. Additional Management Information of a similar nature may be required by the CLIENT and will be supplied by the AGENCY at no extra cost FEEDBACK The Agency will conduct the following evaluations: Temporary Worker evaluation ed to all line managers on a monthly basis to feedback on the Agency s temporary workers who have worked in their department in the previous month Candidate Feedback Survey ed to Agency Temporary workers quarterly for feedback on the service that they have received from the CLIENT and the Agency in the previous months Client Feedback Survey - ed to HR Managers bi-annually for feedback on the service that they have received from the Agency in the previous months USER INFORMATION The AGENCY will provide a User Manual to the CLIENT, detailing, as a minimum, procedures, and services available and contact names. This will be supplied in hard copy to key users as well as being available on the AGENCY microsite, with a link from the CLIENT Intranet. In addition, a rate calculator is to be available on the mircrosite, with a link from the CLIENT Intranet TELEPHONE CALLS The AGENCY and the CLIENT agree to return telephone calls the same day and provide named message takers for key individuals on both sides. Any issues relating to the speed at which calls are returned will be highlighted at the earliest opportunity COMMUNICATION BELIEFS The operation of an open and honest communications strategy where both parties are able to address issues as they arise deal with them quickly and efficiently will ensure an effective relationship is maintained. AGENCY will

10 introduce such a policy that will allow them to communicate in the most effective manner at all times CONTACTS AT AGENCY RESOURCING AND THE CLIENT The AGENCY and the CLIENT will issue and maintain a list of valid contacts for the contract. These will also be made available via the HR website.

11 4. OPERATIONAL 4.1. BASIC PROCESSING OF REQUESTS The process for the booking of Agency Workers is to be detailed in the operational manual, available in hard copy and on the AGENCY microsite TIME SHEETS Where possible, users should be encouraged to use an electronic time sheet system. Otherwise, users will use a paper based weekly time sheet. In some areas, the Agency will be required to accept amalgamated timesheets showing all Agency Staff working within a particular work-area INVOICING A weekly invoice will be sent to Accounts Payable at the CLIENT. This will be divided into user / department and further subdivided to show the details of the AGENCY WORKERS employed eg name, grade, hours worked, overtime, absence (paid/ unpaid) etc. and the CLIENT purchase order number. A summary of this information is also to be provided by the AGENCY via e mail. A monthly invoice summary both in hard copy and as an excel spreadsheet Is also required by Accounts Payable TIMESCALES Timescales/ Response times in relation to the provision of the services outlined in this document are included in the Key Performance Indicators where relevant COMPLAINTS HANDLING The process for complaints handling is outlined in the relevant KPI. Thereafter the escalation procedure as outlined in the Contract will be followed.

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