Depending on the extent of the service relationship and the type of service agreement, some elements may not apply. If the. B service concerned is billed on a cost recovery basis, it may not be necessary to discuss the pooling of resources. Complex service relationships and collaborative agreements are best covered by a three-step service contract that typically includes an agreement, an MA and one or more SLAs. A service relationship between two or more parties is created when one service is provided for another party, usually for a fee for the service base (customer/supplier relationship); or when two or more departments work together by pooling resources to create and/or provide a service or project (collaborative relationship). Information management services include activities to ensure effective and effective management of information for the delivery of programs and services; Promote informed decision-making To facilitate accountability, transparency and cooperation; To preserve and ensure access to information and registrations for the benefit of present and future generations. The following table contains a list of the elements usually included in service agreements and indicates, for simple, medium or complex service agreements, in what type of service agreement these elements are generally found. Shared Services Canada (SSC) was established in August 2011. At that time, the department inherited 1,553 public works and government services service level agreements for a total value of $311,539,726. Two of these agreements concerned the management of Blue Pages, a telephone directory that lists government organizations and public servants. The Blue Pages contain a section for the House of Commons.

This section describes how services are measured and reported and the processes that are conducted based on a comparison of results with service level objectives. Section 2 outlines the proposed steps to define a service contract. Note [1] TBS Directive on the Collection of Royalties for Special Financial Authorities, Article 4.6.1: „CSCs are responsible for ensuring that interdepartmental fees are levied to recover an amount corresponding to or less than the additional cost of providing services… [2] Agreement between PSIC and CHRC, page 3, section Account obligation, paragraph 1 [3] Agreement between PSIC and CHRC, page 6, paragraph 6, service follow-up and review This section describes specific service level objectives or other performance objectives to be achieved, as well as the nature and frequency of performance reports related to these objectives. The implementation phase, when present, includes all plans and activities used to transfer responsibility for providing customer service to the service provider. Implementation typically includes changes in roles, responsibilities and processes, the introduction of new technologies, channels or interfaces, training of users and support staff, and data transmission and/or conversion. This section determines who is responsible for the implementation and operation of the service in each part. It may also, if necessary, set up committees and decision-making bodies. A service agreement is a formal agreement between two or more parties that articulates the terms of a given service contract.