The Organizational Level Agreement (OLA) serves as a critical internal governance document for New Zealand organizations seeking to formalize service delivery arrangements between their departments or business units. This document type is particularly valuable when there's a need to establish clear service expectations, performance standards, and accountability measures within an organization. It aligns with New Zealand's Contract and Commercial Law Act 2017 and related business regulations, while supporting the operational framework needed for effective internal service delivery. The OLA template is designed to complement any existing Service Level Agreements (SLAs) with external parties and provides a structured approach to managing internal service relationships, resource allocation, and performance monitoring.
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1. Parties: Identifies the internal departments or units entering into the agreement
2. Background: Explains the context and purpose of the OLA, including its relationship to any overarching SLAs
3. Definitions: Defines key terms used throughout the agreement
4. Scope of Services: Detailed description of services to be provided between the parties
5. Service Level Requirements: Specific performance metrics, quality standards, and delivery timeframes
6. Roles and Responsibilities: Clear delineation of each party's duties and obligations
7. Operating Hours and Availability: Specified times during which services will be provided
8. Communication and Reporting: Protocols for regular communication, escalation procedures, and reporting requirements
9. Performance Monitoring: Methods and metrics for measuring service delivery performance
10. Review and Amendment Process: Procedures for periodic review and modification of the agreement
11. Dispute Resolution: Internal processes for resolving disagreements or service delivery issues
12. Term and Termination: Duration of the agreement and conditions for termination or renewal
1. Resource Allocation: Details of staff, equipment, or other resources allocated to service delivery - include when resource sharing is a key component
2. Cost Allocation: Internal charging or cost distribution mechanisms - include when there are cross-charging arrangements
3. Business Continuity: Procedures for maintaining service during disruptions - include for critical services
4. Security Requirements: Specific security protocols and requirements - include when handling sensitive data or systems
5. Training and Knowledge Transfer: Requirements for staff training and knowledge sharing - include when service requires specific expertise
6. Quality Assurance: Detailed quality control processes - include for complex or high-risk services
7. Compliance Requirements: Internal compliance procedures and requirements - include when service involves regulated activities
1. Service Level Targets: Detailed metrics and KPIs for service performance measurement
2. Operating Procedures: Step-by-step procedures for routine service delivery activities
3. Contact Matrix: List of key contacts, roles, and escalation paths
4. Technical Requirements: Detailed technical specifications and requirements
5. Report Ƶ: Standard formats for required service reports and documentation
6. Service Calendar: Detailed schedule of service delivery times, maintenance windows, and key dates
7. Incident Categories: Classification and response times for different types of service incidents
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