SLA’s define and document waste services activities, performance levels and measurements which should align to the CBRE and Client contract. Identifying the level of quality, specification, quantity and measurement of the services, as well as identifying the aspects that are, outside of the Supplier partners scope need to be considered carefully when crafting the details. 

The key metrics that are used to measure the SLA performance are to be aligned with the CBRE client-contract metrics, identified and documented with the Supplier partner and representing the agreed upon KPI's compared with the Supplier partners performance.

A well crafted SLA offers benefits to both CBRE and the Client as:

  • They form the basis of operational reviews
  • They encourage good business practice and continuous improvement
  • They are a fair and consistent way to support practical performance management
  • Supplier partner establishes and maintains local legislative compliance, and internal governance across all waste services within the SOW regarding ALL activities to be performed on site and for each site within scope
  • CBRE / Client requirements are met
  • Supplier partner provides the services detailed within the SOW for each aspect of the service, ensuring the agreed level of quality, specification and frequency and customer service standards are consistently achieved
  • Supplier partner maintains trained staff to deliver the services professionally and consistently from documented SLA’s from which the supplier partner can be managed and measured

3. SLA Desired Outcomes

Ver 1.0 (Jun 23)

Service levels are defined and agreed between CBRE and the Supplier partner prior to contract go-live and in accordance with the relevant terms of the flow-downs either in place or in the process of completion. 

SLA’s shall be developed with Service Specifications and Service Standards. The SLA’s may only be modified through formal documented authorisation and approval by CBRE through an agreed change control process for each SLA revision.  Authorised changes to SLA’s shall not become effective until the formal authorisation process is concluded, Client authorisation has been obtained and key stakeholders, affected parties and clients are appropriately informed.

 

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1. SLA (Service Level Agreement) Overview

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Contracting

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Developing SLAs

Contracting

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Waste Services & Circular Economy

2. Key Examples of Waste Services SLAs                      

Emergency Response

  • Service Level Agreements are designed to measure and track the level of service provided by the supplier. They are based on an agreed upon metric and usually have thresholds or target levels
  • If a supplier is failing agreed upon service levels, this can result in fee reductions or even contract termination
  • Suppliers that provide service above target levels may receive preference when new opportunities arise
  • SLAs should be within the control of the supplier and should be easily trackable
  • In the event buyers require emergency collection services, suppliers should respond to the request in no more than two hours
  • Any emergency response fees will be listed in the agreement

Non-Urgent Collection Times

  • At least 90% of waste should be collected within the date and time specified in the SOW
  • Buyers will be notified 48 hours in advance regarding any changes to the scheduled collection time

Customer Support

  • At least 90% of escalated issues should be completed to the customer’s satisfaction
  • All queries will be responded to within 24 hours

Sources: Procurement IQ Procurement Research - 50806767 Solid Waste Collection & Disposal Services & Expertmarket.com