This section generally describes the mandates or capabilities of the parties involved and the overall purpose of the agreement. For example: “While Division A has the competence, capacity and expertise to provide XYZ service and is empowered to calculate and redistribute revenue from the provision of XYZ services” and “While Division B is a new unit that requires xYZ service,” “A Division agrees to provide Division A`s XYZ service on a cost-dependent basis.” This section describes all changes to the legislative and accountability of the program. As a general rule, authority and responsibility are generally not transferred to the department that provides the service. The competencies in account should at least be discussed, agreed upon and documented. As the service is further defined, authorities and accountability should be subject to compliance reviews. In many ways, the successful execution of a service relationship depends on the diligence with which the details of the implementation are articulated and realized. Schedules, milestones, performance targets and, where appropriate, detailed plans for projects or works must be established to ensure that all parties share expectations about the nature of implementation. Plans and implementation should be funded, resourced, managed and monitored. The transition to a new service agreement is ultimately a shift from an existing state (i.e. who, where and how the customer currently provides the service) to a targeted end state (i.e., who, what, where and how the service provider provides an equivalent or extended service).
Depending on the nature and complexity of the service agreement, there may be few operational elements in the service agreement, particularly in the case of an existing stable service and the operational roles and responsibilities are clear. This section discusses the overall governance and tasks and responsibilities of departmental committees to address common problems related to service delivery. This section defines the specific intent of the service relationship to be created and the expected results for all parties to the agreement. The term “customer” generally applies to both clients in a customer/service provider agreement and to participants in a collaborative service contract. The term “service provider” or “provider” generally applies to providers in a customer/service provider agreement and to the spring management that provides a service under a collaborative agreement. The governance elements of a service agreement are designed to ensure that the parties clearly understand not only who decides and who does what, but also when and how each will act with respect to the possibility of a service relationship. This will help to ensure transparency and accountability, promote flexibility and enable the parties to systematically adapt and adapt relationships and agreements, depending on the circumstances. The various services covered by the AD should be identified in this section.