Establishing Facilities Management Agreed Service Level: In Compliance With the Core Business Needs

ASL is a formally negotiated agreement between parties involve in service providing and service receiving that records the common understanding about services, priorities, responsibilities, guarantees and so on. In public sector, quality must be associated with products that can satisfy the public who are the customer for the government agencies. In that case, the government should put more afford in delivering service in achieving the customers' satisfaction. General aim of this research is to identify and establish effective strategies and framework in developing ASL inconsonance with the business needs. In order to do that, officers involved in government sector facilities management field interviewed and sent questionnaires to be given opinion. Findings of this research are fitting the important elements under each part and developed a framework of facilities management ASL for local authority. This research highlights the effective ways to establish the contents of ASL in order to achieve quality in service management. The proposed framework explicitly utilizes the available information to identify the producers and protocols in ASL.