The Organisational Level Agreement (OLA) is a crucial internal governance document used in Australian organizations to formalize service relationships between different departments or business units within the same entity. This document type has become increasingly important in modern organizational structures where clear service definitions and performance metrics are essential for efficient operations. The OLA establishes specific service levels, defines operational procedures, and sets performance standards while ensuring compliance with Australian regulatory requirements. It is particularly valuable for organizations seeking to improve internal service delivery, accountability, and cross-departmental collaboration. The document typically includes detailed service specifications, performance metrics, roles and responsibilities, and operational procedures, all aligned with Australian business practices and legal frameworks.
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1. Parties: Identification of the internal departments or business units entering into the agreement
2. Background: Context of the agreement, including organizational structure and purpose of the OLA
3. Definitions: Clear definitions of technical terms, service-related terminology, and organizational terms used in the agreement
4. Scope of Services: Detailed description of services to be provided between the parties
5. Service Levels: Specific performance metrics, standards, and measurement criteria
6. Roles and Responsibilities: Clear delineation of each party's duties and obligations
7. Operating Procedures: Standard procedures for service delivery, communication, and coordination
8. Resource Allocation: Specification of human, technical, and financial resources committed by each party
9. Performance Monitoring: Methods and frequency of performance measurement and reporting
10. Issue Resolution: Procedures for handling service disruptions, disputes, and escalation paths
11. Review and Amendment: Processes for periodic review and modification of the agreement
12. Term and Termination: Duration of the agreement and conditions for termination or transfer of services
1. Cost Allocation: Include when internal cost charging or budget allocation between departments is relevant
2. Compliance Requirements: Include when specific regulatory or internal policy compliance needs to be addressed
3. Business Continuity: Include when service criticality requires specific disaster recovery and continuity planning
4. Security Requirements: Include when handling sensitive data or systems requiring specific security measures
5. Training and Knowledge Transfer: Include when specific staff training or knowledge sharing requirements exist
6. Innovation and Improvement: Include when continuous service improvement processes need to be formalized
1. Schedule 1 - Service Level Targets: Detailed metrics and KPIs for each service
2. Schedule 2 - Operating Hours and Contact Details: Specific hours of operation and key contact information
3. Schedule 3 - Technical Requirements: Detailed technical specifications and requirements
4. Schedule 4 - Reporting Templates: Standard formats for performance reporting and monitoring
5. Schedule 5 - Escalation Matrix: Detailed escalation procedures and contact hierarchy
6. Appendix A - Service Request Procedures: Detailed procedures for requesting and processing service requests
7. Appendix B - Incident Management Procedures: Specific procedures for handling and resolving service incidents
Relevant legal definitions
Agreement
Business Days
Business Hours
Commencement Date
Confidential Information
Core Services
Critical Incident
Customer
Escalation Path
Force Majeure Event
Incident
Key Performance Indicators (KPIs)
Operating Hours
Operational Procedures
Performance Metrics
Priority Levels
Provider
Recipient
Related Services
Resolution Time
Response Time
Service Credits
Service Hours
Service Level Targets
Service Request
Service Standards
Services
Standard Operating Environment
Support Services
System
Term
Third Party Dependencies
Urgent Request
Working Day
Business Days
Business Hours
Commencement Date
Confidential Information
Core Services
Critical Incident
Customer
Escalation Path
Force Majeure Event
Incident
Key Performance Indicators (KPIs)
Operating Hours
Operational Procedures
Performance Metrics
Priority Levels
Provider
Recipient
Related Services
Resolution Time
Response Time
Service Credits
Service Hours
Service Level Targets
Service Request
Service Standards
Services
Standard Operating Environment
Support Services
System
Term
Third Party Dependencies
Urgent Request
Working Day
Clauses
Interpretation
Service Scope
Service Levels
Performance Standards
Monitoring and Reporting
Resource Management
Roles and Responsibilities
Operating Hours
Communication Protocols
Escalation Procedures
Issue Resolution
Change Management
Confidentiality
Data Protection
Business Continuity
Compliance
Quality Assurance
Review and Evaluation
Amendment Procedures
Term and Termination
Force Majeure
Dispute Resolution
Cost Allocation
Risk Management
Health and Safety
Security Requirements
Training and Support
Documentation
Audit Rights
Service Transfer
Service Scope
Service Levels
Performance Standards
Monitoring and Reporting
Resource Management
Roles and Responsibilities
Operating Hours
Communication Protocols
Escalation Procedures
Issue Resolution
Change Management
Confidentiality
Data Protection
Business Continuity
Compliance
Quality Assurance
Review and Evaluation
Amendment Procedures
Term and Termination
Force Majeure
Dispute Resolution
Cost Allocation
Risk Management
Health and Safety
Security Requirements
Training and Support
Documentation
Audit Rights
Service Transfer
Relevant Industries
Information Technology
Financial Services
Healthcare
Education
Government
Manufacturing
Professional Services
Telecommunications
Retail
Energy and Utilities
Transport and Logistics
Mining and Resources
Relevant Teams
IT Services
Operations
Service Delivery
Quality Assurance
Business Support
Performance Management
Process Implementation
Service Management
Compliance
Business Relations
Relevant Roles
Service Delivery Manager
Operations Manager
Department Head
Business Unit Director
Chief Information Officer
IT Service Manager
Quality Assurance Manager
Process Implementation Manager
Performance Manager
Business Relationship Manager
Compliance Officer
Department Coordinator
Service Level Manager
Operations Director
Business Services Manager
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