94% of contracts are currently meeting their service level agreements and reported operational problems are generally resolved within the time allowed. 63% of contracts have incurred deductions.
Managers appear broadly happy with the monitoring of Service Level Agreements (SLAs) with the highest satisfaction ratings among those contracts monitored by the private consortium rather than by the public sector client. This may be a function of the way it is monitored. On balance it seems that deductions remain more of a sanction than an active management tool and their overall impact is minimal.