Service Level Agreement (SLA)

Reporting Tool

User Guide

Municipal Connect™ 2.0 November 2019

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Contents

Contents Overview ...................................................................................................................................................................3

Municipal Administrator Responsibilities .................................................................................................................3

Accessing the SLA ......................................................................................................................................................3

SLA Reporting Tool Homepage .................................................................................................................................4

How do you read the SLA Reporting Tool graphics?.............................................................................................4

Drill Down Functionality ...........................................................................................................................................5

Post Roll Amended Notice (PRAN) Reporting Service Level .....................................................................................5

Building Permit Reporting .........................................................................................................................................6

Municipal Enquiries Reporting ..................................................................................................................................6

Vacant Unit Rebate Application Reporting ...............................................................................................................7

Tax Application Reporting .........................................................................................................................................7

Condominium Plan Information Form ......................................................................................................................8

Severance / Consolidation Information Form ..........................................................................................................9

Comments/Feedback ............................................................................................................................................. 10

Logging Out of Municipal Connect ........................................................................................................................ 10

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Overview

The Service Level Agreement (SLA) is MPAC’s commitment to deliver timely, accurate and measurable products and services to our municipal stakeholders. It defines high performance standards in key service areas and outlines the roles, responsibilities and dependencies of both parties. Since April 2018, reporting related to the SLA service levels will be provided via the SLA Performance Reporting Tool, which is available to municipalities through Municipal Connect. The value of the SLA Reporting Tool is that it 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 falling short in meeting the service level requirements, or where a municipality has not met a service level dependency.

Municipal Administrator Responsibilities The maintenance of Municipal Connect municipal user profiles is the responsibility of the Municipal Administrator designated by the municipality. This individual is the only one authorized to create, edit and delete Municipal Connect user profiles. The Municipal Administrator grants access to the SLA Reporting Dashboard, as deemed appropriate, for any Municipal Connect user in their organization. Within a municipality it is likely that the following functions would be interested in the SLA metrics and reporting available through the Reporting Tool: CAO/Administrator, CFO, Treasurer, and Tax Collector.

Accessing the SLA

The SLA Reporting Tool is available through Municipal Connect. The SLA Reporting Tool icon is located at the top right corner (the header bar) of the Municipal Connect landing page.

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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 municipalities. Reporting is static, and is based on the date of the service level reporting as defined in the SLA. Some service levels are reported monthly, quarterly, or less frequently. Data for your municipality will be refreshed only at the relevant service level reporting dates (i.e. March 31 for service level that is measured on a quarterly basis).

How do you read the SLA Reporting Tool graphics?

Green indicates that a service level was achieved by MPAC

Yellow targets indicate that a service level dependency was not achieved by the municipality

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Red indicates that a service level was not achieved by MPAC Dark Grey indicates that a work object was not submitted by the municipality, no service level to report

Grey indicates that the service level has not yet occurred.

Drill Down Functionality In order to increase understanding of municipalities and help users find more detail on specific service levels,

users can drill down to see the roll number/work object ID associated with reported service levels. This

functionality is available to see service levels that meet or don’t meet the service level commitment and

identify any potential issues.

Post Roll Amended Notice (PRAN) Reporting Service Level

This service level requires MPAC to prepare and deliver a monthly and yearly PRAN Report to each municipality within 30 days of the end of each calendar month. The dashboard presents the timely delivery of this report, and the number of PRANs issued for a calendar month.

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Building Permit Reporting

This service level requires MPAC to load all Building Permit Notifications received from a municipality, into MPAC’s Permit Tracking System database within the specified time. Specifically, MPAC will load 100% of the standard and at least 90% of the non-standard building permits (not in the pre-defined MPAC format) within 30 days. The Reporting Tool presents the number of permits submitted, the number of days it took MPAC to upload the permits, and the details of the permits (% of new, duplicate, updates, and permits missing information).

Municipal Enquiries Reporting This service level requires MPAC to acknowledge and resolve municipal email and telephone enquiries (both urgent and non-urgent) within specified time periods. MPAC will respond to urgent enquiries

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received by MPAC’s Regional Manager or Account Manager within two (2) business days of MPAC’s receipt of such enquiries. The Reporting Tool presents the number of enquiries completed and outstanding during the reporting period, and identifies if they were completed within the service level requirement.

Vacant Unit Rebate Application Reporting

This service level requires MPAC 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 if they were completed within the service level requirement.

Tax Application Reporting

This service level requires MPAC to review, respond, and return at least 90% of the Tax Applications within 90 days of receipt. All Tax Applications received by MPAC before May 15th will be reviewed, responded to, and delivered to the municipality before August 15th of the same calendar year.

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The Reporting Tool presents number of applications completed and outstanding during the reporting period and identifies if they were completed within the service level requirements.

Condominium Plan Information Form

This service level requires MPAC to provide information pertaining to a condominium plan to apportion taxes. MPAC is to process and deliver information on registered Condominium Plans (CPIF) in a timely fashion. MPAC service level commits to deliver 90% of CPIFs within 150 days of the date of registration at Land Registration Office and 100% within one (1) year of registration. This service level will be reported on a semi-annual basis by MPAC, and the report is available on the last day in June and December. The report demonstrates the percentage of CPIFs delivered within 150 days and 1 year of registration.

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The Reporting Tool allows users to drill-down to find details of roll numbers and work objects as follows:

Severance / Consolidation Information Form

This service level requires MPAC to provide information pertaining to severances or consolidation of land. MPAC is to process and deliver Severance Consolidation Information Form (SCIF) on Plan of Subdivisions (M-Plans) and Reference Plans (R-Plan) in a timely fashion. MPAC service level commits to deliver 90% of SCIFs within 150 days of the date of registration at Land Registration Office and 100% within one (1) year of registration. This service level will be reported on a semi-annual basis by MPAC, and the report is available on the last day in June and December. The report demonstrates the percentage of SCIFs delivered within 150 days and 1 year of registration.

The Reporting Tool allows users to drill-down to find details of roll numbers and work objects as follows:

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Comments/Feedback

A “Comments” icon located in the top right hand corner of every page of the SLA Reporting Tool. This option can be used by your municipality to provide general feedback/comments related to the SLA Reporting Tool, or the SLA more broadly, that would help to make it better for the municipal sector. All comments provided will be considered as part of MPAC’s year-end review of the SLA.

Note that comments will not be monitored on a daily basis. For any immediate issues you may have related to the SLA or the reported data, please connect with your MPAC Account Manager.

Logging Out of Municipal Connect Click on your user name in the top right hand corner of the Tool Bar and then click ‘Logout’.

For enquiries, further assistance and feedback, please contact your respective Municipal &

Stakeholder Relations Account Manager - https://www.mpac.ca/Municipalities