Document background
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.
