Each Customer Utility Board will participate in the development of general service level agreements for each utility service it oversees, negotiating the contents with the Service Enterprise.

The CUB will also review and approve the final terms of each service level document, ensuring that defined service levels are commensurate with the rates charged for each service.

A single service level agreement could be created for multiple related services within a Service Enterprise. Service Enterprise Leaders will make this decision.

The CUB also approves the process to be followed for the development of service level agreements, as well as the specific ad-hoc committees or task-forces responsible for overseeing this work, ensuring that participating representatives from customer agencies can clearly articulate the outcome that customers need.

The final step in developing an SLA for a customer agency is to identify the customer’s choices from DAS’ service offerings and describe service management procedures and the agreed to quality commitments. Offering customers choices is new under the Entrepreneurial Management business model and represents another way for customers to have a stronger voice regarding DAS services.