Missed Municipal SLA Dependencies
Many of the Service Levels outlined in the SLA are dependent on municipal involvement. If a municipality does not perform a dependency, MPAC may:
- advise the municipality of the nature and extent of this failure on the Service Level; and
- make recommendations to improve procedures and communications with the municipality
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Municipal Participation in the SLA
The SLA encourages a collaborative working relationship between MPAC and municipalities. The dependencies on municipalities outlined in the SLA for many of the Service Levels, are evidence of MPAC’s desire to work together to optimize service ...
Missed SLA Service Levels
The SLA provides measures to address instances where MPAC fails to meet a Service Level, including: immediate review of reasons for failure; improved/enhanced communications between MPAC and the municipality to address the problem; and remedial ...
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 ...
Accessing the SLA Reporting Tool
The SLA Reporting Tool is available through Municipal Connect and can be accessed under "SLA" on the left-hand toolbar:
Service Level Agreement (SLA) Overview
The Service Level Agreement (SLA) is MPAC’s promise to deliver timely, accurate and measurable products and services to our municipal stakeholders for the following measures: Accuracy and Timeliness of Delivery of the Year-End Tax File Timeliness of ...