The SLA Between Departments is a crucial document in Canadian public administration that formalizes service delivery arrangements between government departments. It is typically used when one department provides ongoing services to another, requiring clear performance standards and accountability measures. The agreement ensures compliance with Canadian federal and provincial regulations while establishing detailed service specifications, performance metrics, reporting requirements, and governance frameworks. This document type is essential for maintaining effective interdepartmental relationships, ensuring service quality, and managing resource allocation within the government structure. It includes provisions for financial arrangements, dispute resolution, and performance monitoring, all aligned with Treasury Board guidelines and public sector management principles.
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1. Parties: Identification of the service provider department and recipient department, including authorized representatives
2. Background: Context of the agreement, including the purpose and high-level objectives of the service relationship
3. Definitions: Clear definitions of technical terms, service-related terminology, and any abbreviations used in the agreement
4. Scope of Services: Detailed description of services to be provided, including specific deliverables and exclusions
5. Service Levels: Specific, measurable performance standards and metrics for service delivery
6. Roles and Responsibilities: Clear delineation of each department's duties and obligations
7. Resource Allocation: Details of personnel, equipment, and resources committed to service delivery
8. Financial Arrangements: Cost allocation, charging mechanisms, and budgetary considerations
9. Reporting and Review: Regular reporting requirements, review processes, and performance evaluation mechanisms
10. Issue Resolution: Procedures for handling service disruptions, complaints, and dispute resolution
11. Term and Termination: Duration of the agreement, renewal provisions, and termination conditions
12. Governance: Management structure, meeting schedules, and decision-making processes
1. Security Requirements: Specific security protocols and requirements when handling sensitive information
2. Business Continuity: Disaster recovery and business continuity arrangements, used when services are critical
3. Training and Knowledge Transfer: Requirements for staff training and knowledge sharing, included when service delivery requires specific expertise
4. Transition Arrangements: Procedures for service transition at start and end of agreement, used for complex service arrangements
5. Official Languages Compliance: Specific provisions for bilingual service delivery, required when services are customer-facing
6. Data Management: Specific provisions for data handling, storage, and transfer, used when significant data sharing is involved
7. Change Management: Procedures for implementing changes to services or service levels, needed for dynamic service environments
1. Schedule A - Service Specifications: Detailed technical specifications of services to be provided
2. Schedule B - Performance Metrics: Detailed KPIs, measurement methodologies, and reporting templates
3. Schedule C - Rate Card: Detailed breakdown of costs and charging mechanisms
4. Schedule D - Contact Matrix: List of key contacts and escalation paths for both departments
5. Schedule E - Service Hours and Coverage: Detailed service availability times and coverage arrangements
6. Appendix 1 - Technical Requirements: Specific technical requirements and standards for service delivery
7. Appendix 2 - Reporting Templates: Standard templates for regular service reporting
8. Appendix 3 - Process Maps: Detailed process flows for key service activities
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