The Internal Service Level Agreement Between Departments is a critical document used within the Canadian federal government to formalize service arrangements between different departments and agencies. This document type became increasingly important as government organizations sought to optimize resources and improve service delivery efficiency through shared services and collaborative arrangements. The agreement template addresses the unique requirements of interdepartmental relationships in the Canadian public sector, including compliance with the Financial Administration Act, Treasury Board policies, and other federal regulations. It is specifically designed to handle various types of internal services, from IT support to human resources management, while incorporating necessary provisions for bilingual service delivery, accessibility, and public sector accountability. The document includes detailed specifications for service standards, performance measurement, cost recovery mechanisms, and dispute resolution processes, all within the context of Canadian federal government operations.
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1. Parties: Identifies the service provider department and recipient department, including their authorized representatives
2. Background: Explains the context and purpose of the agreement, including the departments' mandates and reasons for the service arrangement
3. Definitions: Defines key terms used throughout the agreement to ensure consistent interpretation
4. Scope of Services: Detailed description of services to be provided, including specific deliverables and performance standards
5. Service Hours and Availability: Specifies when services will be available, including regular hours, after-hours support, and holiday coverage
6. Performance Metrics: Establishes measurable KPIs and service standards that will be used to evaluate service delivery
7. Roles and Responsibilities: Clearly defines what each department is responsible for in the service delivery relationship
8. Resource Allocation: Details the personnel, equipment, and other resources committed to service delivery
9. Cost and Charging Model: Specifies how services will be charged between departments and any cost recovery mechanisms
10. Reporting Requirements: Outlines the frequency and content of performance reports and service reviews
11. Issue Management: Describes the process for identifying, escalating, and resolving service issues
12. Term and Termination: Specifies the duration of the agreement and conditions for termination or modification
13. Review and Amendment Process: Describes how and when the agreement will be reviewed and the process for making amendments
1. Security Requirements: Required when services involve sensitive information or secure facilities, detailing security protocols and compliance requirements
2. Business Continuity: Include when service disruption would significantly impact operations, outlining disaster recovery and continuity plans
3. Data Management: Necessary when the service involves significant data sharing or processing between departments
4. Training and Knowledge Transfer: Include when service delivery requires specific training or knowledge sharing between departments
5. Compliance with Official Languages: Required when service delivery must explicitly address bilingual service requirements
6. Accessibility Provisions: Include when services need to meet specific accessibility requirements
7. Environmental Considerations: Add when service delivery has significant environmental impacts or sustainability requirements
1. Schedule A - Detailed Service Specifications: Comprehensive technical specifications of all services to be provided
2. Schedule B - Service Level Targets: Detailed performance metrics, response times, and quality standards
3. Schedule C - Pricing and Cost Allocation: Detailed breakdown of costs, charging methods, and payment schedules
4. Schedule D - Contact Matrix: List of key contacts, roles, and escalation paths for both departments
5. Schedule E - Performance Report Template: Standard format for regular service performance reporting
6. Appendix 1 - Technical Requirements: Specific technical requirements, systems, and tools used in service delivery
7. Appendix 2 - Process Maps: Detailed workflows and process diagrams for service delivery
Relevant legal definitions
Agreement
Service Provider Department
Recipient Department
Services
Service Hours
Business Day
Business Hours
Core Hours
After Hours Support
Service Standards
Performance Metrics
Key Performance Indicators (KPIs)
Service Level Targets
Response Time
Resolution Time
Critical Incident
Major Incident
Minor Incident
Escalation Path
Authorized Representative
Departmental Representative
Service Delivery Manager
Change Request
Emergency Change
Planned Maintenance
Unplanned Outage
Service Credits
Cost Recovery
Direct Costs
Indirect Costs
Overhead Costs
Force Majeure
Service Review Meeting
Performance Report
Root Cause Analysis
Continuous Improvement
Business Continuity Plan
Disaster Recovery Plan
Security Incident
Confidential Information
Protected Information
Personal Information
Data Breach
Service Desk
Monthly Service Report
Quality Assurance
Service Availability
Maintenance Window
Official Languages
Accessibility Standards
Service Provider Department
Recipient Department
Services
Service Hours
Business Day
Business Hours
Core Hours
After Hours Support
Service Standards
Performance Metrics
Key Performance Indicators (KPIs)
Service Level Targets
Response Time
Resolution Time
Critical Incident
Major Incident
Minor Incident
Escalation Path
Authorized Representative
Departmental Representative
Service Delivery Manager
Change Request
Emergency Change
Planned Maintenance
Unplanned Outage
Service Credits
Cost Recovery
Direct Costs
Indirect Costs
Overhead Costs
Force Majeure
Service Review Meeting
Performance Report
Root Cause Analysis
Continuous Improvement
Business Continuity Plan
Disaster Recovery Plan
Security Incident
Confidential Information
Protected Information
Personal Information
Data Breach
Service Desk
Monthly Service Report
Quality Assurance
Service Availability
Maintenance Window
Official Languages
Accessibility Standards
Clauses
Service Provision
Performance Standards
Service Level Requirements
Financial Terms
Cost Recovery
Reporting Requirements
Confidentiality
Data Protection
Security Requirements
Business Continuity
Force Majeure
Issue Resolution
Dispute Resolution
Term and Termination
Amendment Process
Resource Allocation
Staff Management
Quality Assurance
Compliance Requirements
Official Languages
Accessibility
Audit Rights
Records Management
Risk Management
Environmental Requirements
Health and Safety
Service Review
Change Management
Emergency Response
Intellectual Property
Information Security
Service Maintenance
Knowledge Transfer
Documentation Requirements
Performance Monitoring
Escalation Procedures
Communication Protocol
Governance Structure
Performance Standards
Service Level Requirements
Financial Terms
Cost Recovery
Reporting Requirements
Confidentiality
Data Protection
Security Requirements
Business Continuity
Force Majeure
Issue Resolution
Dispute Resolution
Term and Termination
Amendment Process
Resource Allocation
Staff Management
Quality Assurance
Compliance Requirements
Official Languages
Accessibility
Audit Rights
Records Management
Risk Management
Environmental Requirements
Health and Safety
Service Review
Change Management
Emergency Response
Intellectual Property
Information Security
Service Maintenance
Knowledge Transfer
Documentation Requirements
Performance Monitoring
Escalation Procedures
Communication Protocol
Governance Structure
Relevant Industries
Public Administration
Government Services
Information Technology
Financial Services
Human Resources
Healthcare Administration
Environmental Management
Transportation Administration
Public Safety
Education Administration
Relevant Teams
Operations
Service Delivery
Finance
Legal
Information Technology
Human Resources
Performance Management
Risk and Compliance
Strategic Planning
Quality Assurance
Resource Management
Business Analysis
Project Management Office
Policy and Governance
Relevant Roles
Department Director
Chief Administrative Officer
Service Delivery Manager
Operations Manager
Financial Controller
Legal Counsel
Program Manager
Performance Analyst
Resource Planning Manager
Chief Information Officer
Procurement Manager
Human Resources Director
Quality Assurance Manager
Business Relationship Manager
Policy Advisor
Risk Management Officer
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