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Importance of SLA manual in egovernance documentation:

Posted on February 23, 2011

E governance lifecycle ideally should go from a phase of initial conceptualisation, throughanalysis and design, construction, planning and roll out to finally evaluation andenhancements. During the move from conceptualisation to analysis and design phase there isthe relevance of key documents such as-Detailed project report (DPR), Request for

proposal(RFP)and service level agreement(SLA).E governance should be characterised by IT enabled public governance coupled withenhanced efficiency, transparency, accountability and a citizen-orientation. There has been agradual transition from the previous decades government -centric to a newer citizen-centric

paradigm in service provision and hence a drastic shift from a strategy solely based onacquisition of IT assets to one which is service oriented and preferring to procure a set ofservices conforming to specified service levels. Maximization of the customer satisfaction atan optimal cost coupled with a contractually bided service enforcement magnifies therelevance of a SLA in the initial phase of scaling of e governance strategy.MCA21 and BangaloreOne ae the very few examples of successful apportionment of SLAs ine government projects. A imperative need hence arises for all service oriented e government

projects to have well designed and managed SLA and that can be achieved based on a lifecycle approach.In formulating a conceptual model for design and management of SLAs, there are two designconsiderations- One for SLA framework - it encompasses the issue of conceptualising a SLA framework incase of business models with private players first and then attempting project specificdesigning. The mandated considerations in SLA framework design should adhere to norms ofsimplicity, legal sustainability, due emphasis on stakeholder considerations and variedapplicability catering to G2G,G2B, G2G as well as G2E services etc. Then there is the design consideration of SLA specific to the project, that should be simple,measurable, precise and unambiguous at the same time.Considering SLA as an living instrument its lifecycle stages can be conceptualised under 6heads namely-Step 1)Articulating the Business Objectives ,Step 2) Defining the Services,Step 3)Defining the Service Level Objectives (SLOs)Step 4 )Defining Service Levels Step 5)Designing the Service Level Agreement and Step 6)Establishing Service Level Management

(SLM).The first step involves articulating the visions, missions and objectives in a structured mannerthrough phases of initial introspection leading to subsequent extrospection ofenvironment a and shareholders and hence realising the futuristic objectives.Defining the services calls for encompassing the business outcomes and drivers to identifythe business objectives that in turn lead to value proposition definition and subsequentdefinition, classification and prioritization of services.The next step involves the definition of service level objectives(SLOs)that reflects themanagement intent to design the service levels and service level arrangements(SLAs) throughthe conceptualisation of service level parameters (SLPs)and service level matrices (SLMxs). While defining service levels, the SLP tells us about the aspects to be measured vis a vis

improved design, speed delivery, maintenance of assets, user experience, user convenience,security responses and standards to name a few parameters in alignment with SLOs.

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