The following community update was shared with CPM staff, Deans and Executive Officers to share within their faculties on Friday, March 15, 2024:
Dear colleagues,
In keeping with York’s mandate to improve service delivery, the Service Excellence Program has been working with Budgets and Asset Management (BAM), Financial Services, Human Resources (HR), the University Services Centre (USC) and partners to create streamlined Service Level Agreements (SLAs). These agreements put in place a consistent process to deliver quality services while ensuring the accountability of service providers across the University.
What are Service Level Agreements?
Service agreements outline the timeline for when services will be provided to ensure expectations are met when it comes to quality and timeliness. If a manager wants to onboard a new employee or establish a new cost centre, these agreements provide information about when services will be rendered to improve transparency for service delivery and support planning for those who are requesting services. They have been created to ensure that most community-facing services provided by BAM, Financial Services, HR and the USC:
- Provide clear references around service ownership, accountability, roles and/or responsibilities;
- Present a clear, concise, and measurable description of the service being provided to clients; and
- Align the expected service provision with actual service support and delivery.
How will these agreements be refined and improved over time?
Services provided by the University are routinely reviewed through service table discussions, with the opportunity to revise SLAs as needed. Service commitments may also shift over time to align with institutional priorities and other internal and external factors.
The launch of refined SLAs is a starting point to improve transparency and set expectations around service delivery levels. More aspirational targets and reporting on service commitments will be introduced over time, in conjunction with process and technology enhancements.
Where can I find these agreements?
For more information on established service objectives, commitments, definitions, dependencies, and opportunities, please see the service level agreements for community-facing HR services andfor finance and budget services. To learn more about other SEP initiatives, please visit the SEP website. We hope this effort continues to improve your experience with York’s services as we prioritize service quality and efficiency across the University.
Sincerely,
Carol McAulay
Vice-President Finance & Administration
Laina Bay-Cheng
Interim Vice-President Equity, People & Culture