How the Service Level Agreement module will help you
The My Council Services Service Level Agreement (SLA) module is a fully integrated component of Service Desk and the broader case management functionality. It allows you to configure any number of service level agreement criteria. Once configured on the platform, specific SLAs can then be applied to specific relevant processes.
For example, you may decide to set up an SLA for inbound Street Scene service requests, another for missed bin service request and another for taxi license applications and so on. Each of these SLAs can have differing criteria, differing rules being triggered to escalate and inform relevant parties to the process. In essence, the addition of the SLA functionality creates a useful set of meta data (i.e. data about the case of service request) that allows for more sophisticated automation and workflow to be designed, all of which supports increased transparency, improved communication and greater productivity.