Service Level Agreements

The purpose of the Service Level Agreement (“SLA” or “Agreement”) between Operations and the University of Kansas Lawrence campus is to:

• Provide clear information on who we are, what we do and how to contact us for the various services we provide;
• Quantify and measure service level expectations;
• Outline the potential methods used to measure the quality of service provided;
• Define mutual requirements and expectations for critical processes and overall performance;
• Strengthen communication between Operations and its customers; and,
• Provide a vehicle for resolving conflicts.

Published custodial service level standards help ensure that University facilities are cleaned to a consistent level that enables the operation of the campus in support of KU's mission of education and research. The standards help set customer expectations for cleanliness and performance expectations for Facilities Services Custodial employees.

Custodial Quality Assurance (QA) programs help maintain cleanliness to the established standards. Custodial supervisory staff will conduct a QA walk through inspection for each custodial area of responsibility once per month to check conditions. Customers are also encouraged to provide feedback and report custodial needs by submitting on online work request or by calling 785-864-4770.