The Organizational Level Agreement (OLA) is a crucial internal document used in Canadian organizations to formalize service delivery arrangements between different departments or business units. It is particularly important when multiple internal teams need to collaborate to deliver services effectively, whether to end-users or other internal stakeholders. The document addresses Canadian federal and provincial regulatory requirements while establishing clear service levels, performance metrics, and operational procedures. This type of agreement is essential for organizations seeking to maintain consistent service quality, ensure regulatory compliance, and create accountability in internal service delivery. The OLA helps organizations align their internal operations with both business objectives and legal requirements, while providing a clear framework for measuring and improving service performance.
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1. Parties: Identifies the departments or business units entering into the agreement
2. Background: Explains the context and purpose of the agreement, including the services being supported
3. Definitions: Defines key terms used throughout the agreement
4. Scope of Services: Outlines the specific services covered by the agreement
5. Service Hours and Availability: Defines operational hours and service availability commitments
6. Roles and Responsibilities: Details the specific duties and responsibilities of each party
7. Performance Metrics: Specifies the key performance indicators (KPIs) and service levels
8. Communication and Reporting: Establishes communication protocols and reporting requirements
9. Issue Resolution: Defines the process for handling service disruptions and disputes
10. Review and Amendment: Specifies the frequency of review and process for making changes
11. Term and Termination: States the duration of the agreement and termination conditions
1. Budget and Resource Allocation: Details the financial and resource commitments when cost allocation between departments is relevant
2. Training and Knowledge Transfer: Includes when specific training requirements exist for service delivery
3. Business Continuity: Added when specific disaster recovery and continuity plans are needed
4. Compliance Requirements: Included when specific regulatory or internal compliance requirements must be addressed
5. Security Requirements: Added when handling sensitive data or systems requiring specific security measures
6. Quality Assurance: Included when specific quality control processes need to be documented
7. Change Management: Added for complex services requiring formal change management procedures
1. Schedule A - Service Level Specifications: Detailed technical specifications of service levels and performance metrics
2. Schedule B - Operational Procedures: Step-by-step procedures for routine operations and service delivery
3. Schedule C - Contact Matrix: List of key contacts and escalation paths for both parties
4. Schedule D - Performance Report Template: Standard template for regular service performance reporting
5. Appendix 1 - Technical Requirements: Detailed technical specifications and requirements
6. Appendix 2 - Service Request Procedures: Procedures and forms for requesting services or changes
7. Appendix 3 - Incident Management Workflow: Detailed workflow for handling service incidents and disruptions
Relevant legal definitions
Clauses
Relevant Industries
Financial Services
Healthcare
Technology
Telecommunications
Government
Education
Manufacturing
Retail
Professional Services
Insurance
Transportation and Logistics
Energy and Utilities
Relevant Teams
Service Delivery
Operations
Quality Assurance
Process Management
Performance Management
Internal Services
Business Support
Service Management
Operational Excellence
Service Quality
Business Operations
Process Excellence
Relevant Roles
Service Delivery Manager
Operations Manager
Department Head
Business Unit Director
Chief Operating Officer
Service Level Manager
Quality Assurance Manager
Process Owner
Department Director
Compliance Officer
Performance Manager
Business Relationship Manager
Internal Services Coordinator
Operations Director
Service Quality Manager
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