SLA
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 ...
Tracking Post Roll Amended Notices (PRAN's) in the SLA Reporting Tool
MPAC is required to prepare and deliver a Post Roll Amended Notice (PRAN) Report to each municipality within 30 days of the end of each calendar month. The dashboard presents the timely delivery of this report. If a Month is greyed out it means we ...
Tracking Vacant Unit Rebate Applications in the SLA Reporting Tool
MPAC is required to complete and return 100% of the original and interim Vacant Unit Rebate Applications received within 60 days. The Reporting Tool presents number of applications completed and outstanding during the reporting period and identifies ...
Tracking Tax Applications in the SLA Reporting Tool
MPAC is required to review, respond, and return at least 90% of the Tax Applications within 90 days of receipt. The Reporting Tool presents number of applications completed and outstanding during the reporting period and identifies if they were ...
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 ...
Tracking SCIFs in the SLA Tracking Tool
Under the Service Level Agreement (SLA) service level commits to deliver 90% of Severance Consolidation Information Forms (SCIFs) within 150 days of the date of registration at Land Registration Office and 100% within one (1) year of registration. ...
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 ...
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 ...
Gaining Access to the SLA Reporting Tool
Users wishing to gain access to the SLA Reporting Tool should contact their local Municipal Connect Administrator. Local administrators who require assistance to grant access can call their local Account Support Coordinator for assistance.
SLA Reporting Tool Drill Down
Users can drill down to see the roll number/work object ID associated with reported service levels by clicking on the pie chart associated with the SLA measure.
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 ...
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 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 ...
Legal Status of the SLA
The SLA is not a legally binding document. The SLA is MPAC’s commitment to maintain high performance standards when providing products and services to each municipality. Neither MPAC nor municipalities are required to formally sign the SLA.
The SLA and Assessment Loss
There is no Service Level specific to report out on losses. Information regarding assessment loss is available through the Appeals and Request for Reconsideration dashboard in Municipal Connect. Additionally, the control total report and year-end ...
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 ...
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 ...
SLA - Urgent vs Non-Urgent Enquiries
Enquiries will be considered urgent under exceptional circumstances. Generally speaking, these are enquiries that will have a material impact on a municipality’s ability to properly bill and collect taxes or which is required for the purposes of ...
Tracking Condo Plans in the SLA Reporting Tool
Municipalities can track Condominium Plan Information Form (CPIF) submissions through the Service Level Agreement (SLA) reporting tool. The SLA commits MPAC to deliver 90% of CPIFs within 150 days of the date of registration at Land Registration ...
Tracking Building Permits in the SLA Reporting Tool
Users can track the number of permits submitted, the number of days it took MPAC to upload the permits, and a number of permit details including the % of permits that are: new cancellations duplicate updates missing information
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 ...
Importance of the SLA
The SLA clarifies roles and responsibilities between MPAC and municipalities in 14 key service areas and makes sure that municipalities have a clear understanding of MPAC’s assessment products and services. With a better understanding of delivery ...