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 delivery to municipalities and property taxpayers. MPAC is committed to meeting all service levels, and the municipal dependencies support this commitment. Municipalities are not mandated to participate, but there are greater opportunities for service improvements and efficiencies when all parties are engaged in the SLA.
Related Articles
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 ...
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 ...
SLA Product Overview
The following is a list of SLA (Service Level Agreement) products: SLA - Year End Tax File Delivery (YETF) SLA - Preliminary New Assessment Forecast (SLAPNA) SLA - Quarterly Assessment Forecast (SLA_QAF) SLA - Supplementary and Omitted Assessments ...
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: