Service Agreement Monitoring Checklist
Based on the material available for best practices – including the ANAO Best Practices Guide – we used the following definitions to assess the standards and service delivery of service agreements: Figure 1B Standard structure of the DHHS service contract Figure 3E Survey responses – DHS-Mitarbeiter Question 11: As an employee for monitoring service agreements, Did you have (or do you have) an individual performance plan? Wen found that the performance indicators and targets we reviewed in Annex 2 of the 12 service agreements were not always practicable or easy to understand. For example, some performance indicators had a target of „0.1 new cases“. We heard conflicting justifications from DHHS: our study of 38 service reviews showed that FOPMF tools do not cover some of the recurring issues identified in these assessments.