Escalating Missed SLA Service Levels

Escalating Missed SLA Service Levels

If MPAC misses the same Service Level in two consecutive Measurement Periods or any Service Level that has a Measurement Period of one year or longer, the issue is brought to the attention of MPAC's Vice President and Chief Operating Officer, as well as MPAC's Vice President and Chief Valuation and Standards Officer.

The municipality or MPAC may also refer missed service levels to MPAC's Quality Services Commissioner if the service level is;
  1. Missed for three or more consecutive Measurement Periods;
  2. Delivered with the assessment roll; or
  3. If a yearly measure misses in two consecutive years.
Escalations will not apply if a remediation plan is in place.

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