The quality of the agreement is therefore of considerable importance. It must be complete, complete and accurate in its coverage. It is important that both parties understand the content and obligations described in it. Because we are a public sector organization, we use ALS as a basis for providing services with our clients, as contracts would not be legally binding. The Senior Assistant Minister, projects and client relations should ensure that external reporting obligations for the service level agreement are met in accordance with the various service level agreements. As noted below, SLAs are used between a department and its key customers/clients. As an internal audit, our main client is the audit committee. We present to the audit committee a preliminary plan identifying areas at risk and our audit plan in these areas. We will then provide updates later this year. Our KPIs are measured in a few ways, first the number of results per audit unit (i.e.
the number of audit reports issued), the number of problems by industry and degree of severity (type 1, type 2, etc.), a summary of audits with improved needs or unsatisfactory evaluations, and we did an investigation of the units we audited. The last point is something we do, where we list what we believe, it`s value added and we give them an estimate of what it would have cost them to have outside service (basically, we take 100 x hours), and then they rank us 1-4 on the extent to which they agree/no, that we provided that value. Adequate governance processes and internal controls for lifecycle activities in the service level agreement ensure that SSC services meet customer expectations. In particular, appropriate oversight structures, roles, responsibilities, instruments and procedures for resolving House of Commons service agreements are needed to ensure that the expectations of the SSC and the House of Commons are met. Is there not enough documentation in the standards and application guides of the Institute of Internal Auditors? For more information, please visit the www.theiia.org website. As I understand it, an agreement on the service level agreement is roughly what should be in the audit charter and the audit plan. In our organization, each audit protocol describes scope, objectives, results, approach, etc. It also includes our budgeted, cost and signed by the auditor and audit. This is considered an ALS for each test performed. 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. The Deputy Minister, Projects and Customer Relations should put in place a process to ensure that existing and new service level agreements, which involve contracts with third parties, are consistent with the Government of Canada`s contractual policy. This section of AuditNet contains resources and information on ALS, both from the point of view of audit by reviewers and the creation of a review division. If you have information or resources that you would like to share through monitoring programs, slOA examples or other resources you would like to share, please contact us. The purpose of this audit was to provide assurance that there were appropriate governance and internal controls for House of Commons level of service agreements as part of the national coordination of blue-page registrations.