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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.
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