• kirknatalie

Defining Formal Support & Service Level Agreements Between Multiple Agencies & Service Provi

How Three Government Agencies, Seven Teams & Two External Service Providers Defined a Single Way to Work to Support a Newly Created One-Stop Shop for All Government Services Service NSW is an award-winning NSW government initiative delivering improved one-stop services for government customers. Service NSW delivers more than 800 transactions. This includes driver licences, birth certificates, seniors’ cards and fair-trading licences through one digital service, one phone number and a network of one-stop shops.

In 2015, the NSW government initiated a program to accelerate the integration of legacy IT services. It was maintained by Roads & Maritime Services (RMS) to the newly created Service NSW, providing a single agency concept for all government-related transactions. The technical integration points were the initial priority, while the on-going operational, service level agreements, support roles and responsibilities all remained unclear. In turn, this exposed a level of risk if a service was disrupted or compromised.

The expectation was to develop a single support agreement, gaining sign off that clearly outlined the operational and service support considerations across all teams involved.

The technical solution included three separate networks, seven individual support teams, two external service providers and three separate ITSM toolsets. Facilitating agreement on a consistent set of terminology, priority categorisation, response and restoration times was a complex task.

A pragmatic approach was needed. Kirk facilitated an expectation analysis across the various teams. This allowed him to understand and negotiate an acceptable level of support based on each team’s maturity. He then designed an operational support agreement, including targeted service levels. Then, he worked across the teams to provide support context and clarity. He then packaged a walkthrough pack, which was successful in gaining senior management’s endorsement and approval.

As a result of the engagement, the service support agreement remains in place today. It has been implemented across three government agencies (TNSW, RMS & SNSW). And, it has now been adopted as the enterprise support agreement for services being transitioned from RMS to SNSW.Following this success, Kirk has been asked to become the RMS Service Integration and Management (SIAM) agency representative. His prominent role is part of a broader transport for a NSW-led program.


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