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Why the student loan system has problems

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    Posted: 06/November/2006 at 8:40pm
From HRDC's own report!

Of note is that the consultants who prepared this report did not even have access to the service provider agreements!

HRDC partners
�� There is dissatisfaction with the services provided by some areas of Corporate Communications. There is
also a concern that the boundaries between Outreach (Client Relations, CSLP Directorate) and Corporate
Communications might be blurred. These issues may be addressed by a recent framework on
communications roles and responsibilities which came into effect on October 31, 2003.
�� With the exception of Systems, there are no agreed service level agreements with any of the HRDC service
delivery partners.
�� Management processes do not include formal service delivery reviews based on mutually agreed upon
performance measures.
�� The CSLP operates in a corporate environment where it cannot easily pursue other options for the delivery of
services, and hence cannot benefit from competition by various suppliers.
�� Although CSLP cannot expect to have the same sort of ironclad contracts, with its HRDC partners, that
govern relationships with external contractors, service level agreements are the next best alternative.


Mark O'Meara

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