Shared Services Canada Service Level Agreement

For most clients, the service in question is already provided in-house or by an existing service provider at a specified level of service and cost. Customers follow new or modify existing service delivery agreements to broaden the scope of a service, improve service levels, reduce costs, and reduce risks (e.g. B skills deficits) or a combination of these. A customer`s promise of value is generally defined by the following questions: 4.19 This finding is important because SSC, as a shared IT service provider to the government, must understand whether its services meet the requirements of its partners. As recipients of these services, SSC`s partner services must be able to rely on the fact that the IT services they receive from SSC adequately support their ability to provide services to Canadians. This means that SSC and partners must have a clear understanding of their business relationship, based on a series of common and concrete expectations of Shared Services Canada (SSC), is the central federal department that provides IT services to the Government of Canada. Through the SSC Unclassified Cloud Service Contract, SSC has provided the Canadian government with commercial cloud computing services. 4.53 What we studied. We examined whether SSC supported the provision of secure services to partners, identifying security expectations with partners in security process and control, and reporting to our partners on the security of IT infrastructure and services. We also examined whether SSC followed standard IT industry practices and whether SSC took into account the four key elements of security in providing services to partners: data security, infrastructure and application security, incident management, and identity and access management. We focused on SSC`s commitment to raising expectations and providing partners with sufficient information about it security so they can fulfill their account capabilities as part of the Canadian government`s security policies.

We have not tested whether security checks, as for example. B data privacy, have been implemented. 4.16 While Shared Services Canada (SSC) was committed to maintaining the level of service each partner had prior to the transfer of services to SSC, we found that it did not set clear and concrete service expectations for service delivery and the measurement and logic of its performance in meeting that commitment. It documented few agreements with partners that set clear and concrete expectations for services, rarely reported on service levels or the overall state of IT infrastructure to partners, and did not formally explain the partners` satisfaction with the services they received or reported to Parliament on their progress. As noted above, external service relationships, generally covered by a contract, a subsidy and contribution contract or a sales/invoice contract, are not within the scope of this directive. SSC was criticized for slowly delivering services and jeopardizing the mandates of major federal authorities because of poor support. Bob Paulson, a former RCMP commissioner, criticized SSC for the failures, including access to important databases such as CPIC and failures in the agency`s BlackBerry service. [8] 4.10 SSC began transforming infrastructure and services in 2013 and expects the transformation of government IT sharing services to be completed by 2020.

It was an early review of their progress. The department`s response.