SLA Quality Controls and Process Checks
MPAC performs numerous process controls and quality checks for all the services and products being delivered to municipalities and property owners. The SLA provides an opportunity for increased performance reporting which may help to identify any patterns or trends that impact MPAC product accuracy.
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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 ...
SLA Reporting Tool Homepage
Only active service levels are presented in the Reporting Tool and a municipality is only able to see reporting for their municipality with one exception. An upper tier municipality can see their reports as well as reports for their lower tier ...
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:
What the SLA Reporting Tool is Used For
The SLA Reporting Tool provides at-a-glance snapshots of the various reporting dates to help guide MPAC discussions with municipalities around service level objectives which are outlined in the SLA. It also helps identify any areas where MPAC may be ...
Monitoring Municipal Enquiries in the SLA Reporting Tool
This service level requires MPAC to acknowledge and resolve non-urgent municipal enquiries within 30 days, and 2 business days for urgent enquiries. The Reporting Tool presents the number of enquiries completed and outstanding during the reporting ...