Association for Public Service Excellence
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Developing and Managing Service Level Agreements

£178+VAT (APSE members) £289+VAT (Non-members)



Learn more about our in-house option, please contact Fiona Sutton-Wilson for details: fsuttonwilson@apse.org.uk


As you explore new ways of working through this period of remobilisation, you may be looking at your Service Level Agreements (SLAs).

SLAs are often the preferred method for local authorities to place arrangements between their services and customers on an open and transparent basis and demonstrate value for money. 

Frontline services such as Catering, Cleaning, Grounds Maintenance, or traditional “support services” such as HR Legal Services, IT, Pensions and Payroll, have found that the SLA model is an excellent tool for developing partnerships and for demonstrating continuous improvement through ongoing review.

This course looks at how to make SLAs work for you from both a service provider perspective and a service purchaser perspective.


Learning Outcomes:

  • Be aware of the historical context of Service Level Agreements
  • Acknowledge the difference between a Contract and Service Level Agreement
  • Know what makes a good Service Level Agreement
  • Understand the different types of Service level Agreement
  • Appreciate the level of detail required in the Service Level Agreement
  • Review case studies of good/bad practice and be able to implement this learning
  • Consider monitoring and evaluation systems to ensure the service is delivered as agreed by both parties


Delivered on Microsoft Teams, this is an intensive inter-active day that uses a variety of training methods including individual and group exercises, example SLAs for critical review, and has a strong emphasis on equipping participants with practical skills and knowledge that they can use in their workplace to improve their SLA arrangements.


Who Will Benefit?

  • Frontline Service Managers and Team Leaders
  • Anyone who has responsibility for setting up, agreeing, and/or monitoring SLAs within their authority



1-day event:     10:00 – 16:00


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APSE Trainers

Programme (pdf)



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Promoting excellence in public services

APSE (Association for Public Service Excellence) is a not for profit unincorporated association working with over 300 councils throughout the UK. Promoting excellence in public services, APSE is the foremost specialist in local authority frontline services, hosting a network for frontline service providers in areas such as waste and refuse collection, parks and environmental services, cemeteries and crematorium, environmental health, leisure, school meals, cleaning, housing and building maintenance.






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