PWGSC and SSC IT Services MOU

MEMORANDUM OF UNDERSTANDING
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MEMORANDUM OF
UNDERSTANDING
Between
Public Works and Government Services Canada (PWGSC)
and
Shared Services Canada (SSC)
For the management of all PWGSC infrastructure support and services provided
by SSC
EDRM # 1985747
Version: 3.0 September 19th
, 2014

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Version Log:
Author(s) Date Comments
Mikaël Meyer 11/06/2014 First Draft based on meetings and discussions with Marie
Joannisse, Marc Carron, Bob, and Dany.
Please note that this skeleton / high level. It also includes
some info/texts that were initially exchanged in French
between me, Marie, and Marc. It will be translated ASAP to
have a consistent document written in one official language.
Mikaël Meyer 13/06/2014 Touch ups and additions to the draft.
Dany Maalouly 17/06/2014 Review the draft
Jessica Oliveira 26/06/2014 Draft review
Mikaël Meyer 24/07/2014 Changes and additions to “Appropriated services vs Cost
recovery services” table. Also introduced SSC service line
titles as suggested by Dany.
Dany Maalouly 24/07/2014 Review and touch-ups
Ralph Schildknecht 25/07/2014 Review, touch-ups, and corrections
Mikaël Meyer 25/07/2014 Minor Changes and formatting touch ups – Trying to start
mapping TBS proposed template/example to existing
titles/sections in the current document. NB: Additional
changes and additional sections will be required.
Mikaël Meyer 28/07/2014 In order to comply with TBS recommendations and
guidelines for MOU several sections have been added and
other existing ones moved and or re-titled.
Mikaël Meyer 30/07/2014 Several changes have been done incl. finance section,
process, etc. This document now complies with TBS
requirements (and MOU example/template) and includes all
the required sections – excluding business continuity and
disaster recovery which does not seem to pertain to the
present document.
Dany Maalouly 31/07/2014 Review
Dany Maalouly et Mikaël
Meyer
06/08/2014 Review, touch-ups, and corrections
Mikaël Meyer 15/09/2014 Added definitions of SSC core / mandated main service
categories based on SSC old service catalogue *** Last
version prior transferring ownership of this document to SSC
CRM

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Table of Contents
Business Contacts................................................................................................................................................................4
Executive Summary.............................................................................................................................................................5
1. Recitals............................................................................................................................................................................6
2. Commencement and Duration .......................................................................................................................................6
3. Vision, Strategy and Outcome ........................................................................................................................................6
4. Purpose and Objectives ..................................................................................................................................................6
5. Reference to Supporting Documents of Related Agreements........................................................................................7
6. Scope...............................................................................................................................................................................7
7. Fee Structure or Resource Pooling Arrangements .........................................................................................................7
8. Performance Targets and Reporting...............................................................................................................................8
9. Authorities, Accountabilities, Roles and Responsibilities / Governance ........................................................................8
10. Implementation ..........................................................................................................................................................10
11. Designated Officials ....................................................................................................................................................10
12. Dispute and Resolution...............................................................................................................................................10
13. Amendment and Termination.....................................................................................................................................10
14. Definitions...................................................................................................................................................................11
15. Appropriated Services vs Cost Recovery Services.......................................................................................................12
The table below lists in a more detailed fashion, all the most common core / mandated services and optional “non
core” services being cost recoverable: .........................................................................................................................14
Table 1.0 “Appropriated” vs “Cost Recovery” services provided by SSC......................................................................14
o Dedicated or shared virtual desktop solutions (including hosting and software related costs). .............................15
o Citrix images/Xen App and VMware based virtual desktop solutions......................................................................15
16. Signatories...................................................................................................................................................................17
Lexicon of Acronyms.........................................................................................................................................................18
APPENDIX A: Issue Resolution Process .............................................................................................................................20
DCE SLA .............................................................................................................................................................................22
IT Security SLA...................................................................................................................................................................22
Translation Bureau SLA.....................................................................................................................................................22
Matane SLA.......................................................................................................................................................................22
Pension SLA.......................................................................................................................................................................22

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Business Contacts
PWGSC, PWGSC CIO BRANCH
Representative
SSC Representative
Name: Gina Smith Jean-François Lymburner
Position or Title: Director General, Service
Management Sector
Director General, Client
Relations and Business Intake
Address: 11 Laurier Ave,
Gatineau, QC
K1A 0S5
434 Queen Street
PO Box 9808, Station T CSC
Ottawa, Ontario K1G 4A8
Phone #: 819-956-8283 613-996-0768
Fax #: 819-934-1443
E-mail: Gina.Smith@tpsgc-pwgsc.gc.ca Jean-Francois.Lymburner@ssc-
spc.gc.ca

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Executive Summary
The Chief Information Officer Branch (CIO Branch), on behalf of Public Works and Government Services Canada
(PWGSC), and Shared Services Canada (SSC) are developing a master agreement to clearly identify all service categories
provided by SSC as the information technology (IT) service provider for the infrastructure platform. The final approved
version will be communicated to all levels within both organizations. In the event of future disagreement both parties
will refer to this document to resolve disputes over costs and/or services.
The Government of Canada created SSC on August 4, 2011, to fundamentally transform how the Government manages
its IT infrastructure. SSC’s mandate is to deliver electronic mail (email), data centre and telecommunication services to
43 federal departments and agencies (known as Partner Organizations). SSC also provides other optional services to
government departments and agencies on a cost-recovery basis. The creation of Shared Services Canada will improve
the efficiency, reliability and security of the Government's IT infrastructure. A more efficient and more standardized use
of technology will increase productivity at PWGSC and will help build a more modern public service.
PWGSC’s mandate, as the application service provider for the Government of Canada, is to deliver high-quality services
and programs that meet the needs of federal organizations, to ensure the sound stewardship of IT services on behalf of
Canadians, and to excel in government operations.
Table 1.0 of this document represents the heart of this agreement and provides a common interpretation for both
departments at all levels of management and operations. This document is the official document of reference for future
agreements and charges.
Annexes / attached agreements (SLAs and RAs) will be reviewed and updated on a yearly basis.

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1. Recitals
As per Orders in Counsel 2011-1297 (2011-11-15), 2012-0958 (2012-06-29) and 2013-0368 (2013-04-03), Shared
Services Canada (SSC) has the mandate to will provide to the Government of Canada the following infrastructure
Information Technology services: Email, data centres and networks, and will services related to the acquisition and
provision of hardware and software, including security software, for end user devices.
2. Commencement and Duration
This MOU is effective as of time of first sign-off and it is valid from year to year but can be updated periodically if
anything changes.
3. Vision, Strategy and Outcome
PWGSC and SSC are key GC players, both providing centralised and standardised services and solutions to other
departments and agencies.
Our organisations are both aiming for excellent, streamlined and cost efficient solutions and services, for enabling our
clients to better conduct their business and day to day operations.
In order to achieve this vision a strong and close relationship and partnership between PWGSC and SSC has to be
maintained and grown, so both organisations can achieve their specific business objectives and deliver value services.
4. Purpose and Objectives
The purpose of this document is to set clear guidelines by grouping the SSC IT services provided to PWGSC into two
distinct categories: “Appropriated” and “Cost Recovery.”
This document will also specify the terms and conditions for ongoing support and maintenance of existing PWGSC
operations activities and will establish an ongoing agreement between both organizations. One of the primary objectives
of this agreement is to ensure that both organizations succeed in reaching common goals, and by becoming more
efficient and agile to fulfill the requirements that the Government of Canada sets with regards to client service and
customer-focused approach.
This document therefore forms a framework for the joint delivery of IM/IT solutions and common IT services in support
of the PWGSC and the Government of Canada current and future programs and initiatives.
This master MOU will be supplemented with annexes comprising the individual agreements detailing the SSC ongoing
operations support as well as project activities. These annexes will identify the deliverables and their associated fees if
these services fall under the “Cost Recovery” category.

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5. Reference to Supporting Documents of Related Agreements
Supporting documents that were consulted in order to develop the present MOU are:
 SSC Functional Directives v2.0
Source: SSC Website, URL: http://service.ssc-spc.gc.ca/sites/default/files/functional_direction_2_0_english.pdf
 SSC In Scope - Out Scope Telecom services
Source: Gcpedia, URL: http://www.gcpedia.gc.ca/wiki/SSC_telecom_networks
 SSC Business Intake Model Summary
Source: Slide provided by SSC CRM
 All existing SLAs between PWGSC and SCC, including but limited to: DCE SLA, IT Security SLA, TrB SLA, Matane
Imaging Services SLA, Pension SLA
 TBSC Guidelines on Service Agreements: Essential Elements – MOU Example
Source: http://www.tbs-sct.gc.ca/pol/doc-eng.aspx?id=25761&section=text#appB
6. Scope
This MOU will pertain to existing and new services requested by PWGSC CIO branch on behalf of PWGSC only. Any
services for Other Government Departments (OGDs) will be outside this agreement and a separate service level
agreement will be drafted. Both organizations will work collaboratively to ensure that the framework aligns with the GC
IT vision and strategy
7. Fee Structure or Resource Pooling Arrangements
The financial arrangements for the relationship are the following:
For all SRs related to optional / cost recovery services: All official cost estimates, draft RAs, or final RAs will be reviewed
by PWGSC CIO branch ISS and SMS/SSO and approved by PWGSC CIO (or appointed delegate), prior to SSC can start any
action/implementations of goods and services; with the exception of major initiatives and projects that are funded by
Treasury Board or through different mechanisms.
Official cost estimates (excluding emergencies), draft RAs, and final RAs will be reviewed, and approved or rejected by
PWGSC CIO branch within 5 to 10 business days; after this delay SSC can choose to suspend or to cancel the SR.
In accordance with the Financial Administration Act, RAs will be billed by SSC based on the agreed calendar of payments,
based on the level on the full completion or completed milestone(s), and will be conditional to PWGSC CIO branch sign
off on the established milestone(s), as detailed within the agreed calendar of payments.

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Prior processing any payments through PWGSC CIO common account, a completion/advancement cost recovery SR
report will be submitted by SSC to PWGSC CIO branch on a quarterly basis, and then reviewed and approved by PWGSC
CIO branch.
Payments will be released to SSC by PWGSC CIO branch within 30 days, after the submission of the
completion/advancement cost recovery SR report.
In case of emergencies that would require a prompt action from SSC and PWGSC, and requiring optional / cost recovery
services, a class D estimate will be provided by SSC within same or the next business day, and will be reviewed and
approved by PWGSC CIO branch management within same or the next business day, PWGSC CIO branch management
will commit up to the maximum amount estimated by SSC and provide the corresponding FIN codes, prior to SSC can
start executing the work. The final commitment and payment will be revised afterwards in order to reflect the actual
costs of the resources and efforts required to complete the work.
To ensure a managed process, SSC will reject and redirect any service request that have been initiated outside of the
proper channels and processes in place, and/or that has been initiated directly by any PWGSC Branch other than PWGSC
CIO branch. This approach benefits both parties to ensure the efficient and effective implementation of the terms and
conditions outlined in this agreement, ensures a consistent process for approving and processing service requests and
payments, and also ensure a better usage of SSC available resources based on PWGSC and GC priorities.
NO payments will be made for services rendered outside the proper processes and channels, and/or omitting the review
and approval of the official cost estimates, draft RAs, and final RAs by PWGSC CIO BRANCH management. Consequently
SRs will NOT be initiated by PWGSC CIO BRANCH after a service has been fully or partially implemented, and SSC will
assume ALL the inferred costs.
8. Performance Targets and Reporting
The main performance target is to reduce dramatically the number of financial disputes in regards of optional / recovery
service requests’ recovery agreements, or to eliminate them, consequently reducing the current turnaround time
between the optional SR submissions, solutions and cost approvals (RA), implementations and billing.
*Currently a dispute can stay unresolved for weeks and more than likely months; prior a resolution can be found,
therefore impacting SSC, PWGSC and PWGSC clients by creating unnecessary delays and frustrations on all sides.
9. Authorities, Accountabilities, Roles and Responsibilities / Governance
 Shared Services Canada (SSC): As per Order in Counsel 2012-0958 (2012-06-29), SSC will provide to PWGSC
core/mandated/appropriated infrastructure services at no cost as well as SSC can provide non-core/optional IT
infrastructure services with a signed recovery agreement. SSC will make every effort to meet PWGSC business
requirements within the timelines identified in each service request (SR). SSC will ensure that any existing or
future service requests related to the provision of infrastructure support for any PWGSC Branch or Region will
be redirected to CRM SSC, who will advise the clients to follow the proper process and channels by contacting
PWGSC CIO branch “SMS/PRD.” This approach will reinforce the existing process and will act as a control

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mechanism by involving SSC CRM, SSC GOP, PWGSC CIO branch ISS and PWGSC CIO BRANCH SMS at the service
request initiation stage. If PWGSC CIO branch is not engaged from the beginning of these requests, and/or
omitting the review and approval of the official cost estimates, draft RAs, and final RAs by PWGSC CIO branch
management, payments will not be honored. Additionally SSC being the authority of GC for delivering
infrastructure Information Technology services: Email, data centres and networks, and as such SSC will ensure
that all goods and services delivered to PWGSC are fully completed, functional and fully compliant with SSC and
TBS directives, and are up to the industry level.
 PWGSC CIO branch “ISS/SIM SRM”: SIM SRM will submit, track, follow-up and report on SRs as well as
resolve any potential issues impacting the delivery of IT infrastructure services to PWGSC. SIM SRM will ensure
the delivery of goods and services and sign-off to the appropriate end users through their respective PRDs, and
then advises the PWGSC CIO branch finance team to proceed with payments. In case of dispute, the SIM SRM
team will negotiate with SSC to achieve a mutual agreement with regards to the category of the services
(appropriated vs cost recovery).
 PWGSC CIO branch SMS/SSO (Strategic Sourcing Office): PWGSC CIO branch SMS/SSO will Review, negotiate,
and make final recommendations to PWGSC CIO for all SSC RAs and SLAs. PWGSC CIO branch SMS/SSO also will
handle all escalations when conflicts and issues cannot be resolved between ISS and SSC.
 Enterprise Project Management Office: PWGSC CIO branch “SMS/EPMO”: EPMO will secure funding through TBS
for projects and major initiatives for SSC net new infrastructure. EPMO will gather and validate business
requirements from the business partners and will validate the proposed SSC technical solution, attend technical
meetings and follow-up, provide feedbacks sign off in a timely fashion, and report concerns and issues to SIM.
 Partner Relationship Director: PWGSC CIO branch “SMS/PRDs”: PRDs will gather and validate business
requirements from the Branches/Regions and business partners, and then submits the request to SIM who will
initiate the SR with SSC.
 Application Engineering Services: PWGSC CIO branch “AES”: AES will validate the SSC proposed technical
solution, attend technical meetings on behalf of PWGSC CIO branch partners and provide feedback to its SSC
counterparts. Occasionally and as needed, AES will review and sign-off, in a timely fashion, on the solution
design recommended by SSC. AES will raise concerns and report issues to SIM SRM and SSC GOP.
 PWGSC Branches/Regions/Business Partners: Business partners will test and evaluate in a timely fashion the
solution provided by SSC and validate that the service meets their requirements. A final sign-off on the solution
will be provided to the PRDs and AES who will share this document with SSC.
When an IT service is required by PWGSC, PWGSC CIO branch on behalf of the business partners will initiate a service
request (SR) and its departmental level of priority and send it to SSC. SSC will then create an internal SR to evaluate and
provide PWGSC CIO branch with a proposed solution and an implementation timeline.
When the request is for an optional service, SSC will draft a recovery agreement (RA) to be reviewed by PWGSC CIO
branch prior to the CIO approval.
Following PWGSC CIO approval, the service integration and management group (SIM) will send a copy of the signed RA
to SSC for its records and for recovering the associated funds as detailed in section 7 of the present document.

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10. Implementation
All the changes required to adapt the current business processes to meet this MOU requirements will be completed
jointly by SSC and PWGSC CIO branch in effect within 4 business weeks after the signature of this document.
11. Designated Officials
The following parties will be accountable for the communication and the implementation of this MOU:
SSC CRM Manager
SSC GOP SR Portfolio Manager
PWGSC CIO BRANCH ISS SIM SRM Manager
PWGSC CIO BRANCH SMS/SSO Manager
12. Dispute and Resolution
In the case of any disagreement with regard to the category of the services requested, both organizations agree to
follow the resolution process (Appendix A) in a timely manner to avoid disrupting the progress of the appropriate SR and
potential operational impacts that could result.
13. Amendment and Termination
This MOU is subject to an annual review by the executive sponsors from both departments. To allow sufficient time for
review, the draft MOU is to be completed by February 28th
of each year. Any amendments or additions to the terms or
conditions of this MOU, specifically Table 1.0 – the “Appropriated” (core) vs “Cost Recovery” (optional) services provided
by SSC – will be submitted in writing two weeks before this date.
This MOU may also be reviewed upon written request by an authorized representative of either signatory authority.
All changes to the document after sign-off will be tracked within the revision history table and will be communicated to
pertinent levels of both organizations.

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14. Definitions
The terms core, mandated, appropriated services as defined and detailed in the present document, include all goods
and services that will be provided by SSC at no cost to Public Works and Government Services Canada (PWGSC), so
therefore that will absorbed by SSC through their operational budget or other means.
The terms non-core, non-mandated, non-appropriated, optional, optional services and Cost Recovery services, as
defined and detailed in the present document, include all services and goods that can be provided by SSC to PWGSC. All
cost recovery services provided by SSC will be charged back to PWGSC on a cost recovered basis. PWGSC will pay as per
the terms explained in Section 7 titled “Fee Structure or Resource Pooling Arrangements” of the present document.

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15. Appropriated Services vs Cost Recovery Services
Please note that the following section excludes all “transform”/major initiatives/projects/SRs funded by Treasury Board
Secretariat (TBS) initiatives.
Are considered as core / mandated services, therefore not being “cost recoverable”, the following services as
identified within OIC 2011-1297 (2011-11-15): Email, Data Centre and Network Services.
Here are the definitions as per SSC initial service catalogue definitions:
Email Messaging Services:
“E-mail Messaging Service provides users with secure, reliable e-mail messaging, accessible anytime and can be scaled to
user demand.
The managed service is provided for Microsoft Exchange and Lotus Notes environments.
Features include a mail account with the ability to send/receive internal and external electronic messages.”
Ref: URL : http://publiservice.tpsgc-pwgsc.gc.ca/sit-its/catalogue/sir-dce/sme-ems-eng.html, Date Modified: 2011-10-14
Data Centre Services:
“Infrastructure for application hosting
Data Centre Services offers a full suite of infrastructure services in state-of-the-art secure data centre facilities, to meet
the application-hosting and utility computing needs of any government department and agency. Data Centre Services
also provides IT disaster recovery services and print services. Definition and analysis of client requirements are supported
through the Data Centre Transformation Services team.
Whether you are a small group burdened by the costs of IT management or a large group looking to benefit from the
expertise of a central function, Data Centre Services can help you focus on your business, not your infrastructure.”
Data centre services include the following services:
 “Utility Computing Services
 Domain Name System (DNS) Hosting Service
 IT Service Continuity
 Virtual Storage
 Mainframe Application Hosting
 Midrange Application Hosting
 Web Hosting”
Ref: URL: http://publiservice.tpsgc-pwgsc.gc.ca/sit-its/catalogue/scd-dcs/index-eng.html, Date Modified: 2011-12-02

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“Telecom” also known as “Network Services”:
“Telecommunications "Anytime, anywhere voice and data services
The Telecommunications Services portfolio today offers a suite of robust, feature-rich voice and data telecommunication
services to over 300,000 users across the Government of Canada (GC).
The current services are represented under the following service-line categories: Data Network Infrastructure services
include bandwidth and managed IP solutions, enterprise network management and equipment solutions, Secure Channel
network services, fixed and mobile satellite services, high-speed data centre connectivity service; Voice Network Services
includes voice connectivity services, long-distance and calling card services, teleconferencing and toll-free services and
managed telephony solutions.”
Telecom / Networking Services include the following services:
“Data Network Infrastructure Voice Network Services:
 Data Network Infrastructure
 Converged Network Services (CNS)
 Government Managed Cabling Services (GMCS)
 Shared Metropolitan Area Network Service (SMS)
 Application Response Monitoring Service (ARMS)
 Networking Equipment Services (NES)
 Secure Channel Network (SCNet)
 Fixed Satellite Services (FSS)
 Mobile Satellite Services (MSS)
Voice Network Services:
 Calling Card Services (CCS)
 Government Cellular Services (GCS)
 Government Teleconferencing Service (GTS)
 Local Access Services (LAS)
 Long Distance Telephony Services (LDTS)
 Managed Telecommunications Services (MTS)
 Toll-Free Voice Services (TFVS)”
Ref: URL: http://publiservice.tpsgc-pwgsc.gc.ca/sit-its/catalogue/telecommunications/index-eng.html, Date Modified: 2012-10-16

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The table below lists in a more detailed fashion, all the most common core / mandated services and optional “non core”
services being cost recoverable:
Table 1.0 “Appropriated” vs “Cost Recovery” services provided by SSC
Appropriated Cost Recovery
Data Centre Services (DCS):
Increase capacity to existing services/servers due to business and
normal growth requirements, such as:
 Storage virtual and physical
 RAM virtual and physical
 Allocation of more virtual and physical CPUs when and if
available
New and ongoing standard operational requirements, such as:
 New standard virtual servers for Development, Testing,
and Production (excluding major new projects/initiatives
directly funded by TBS)
o Excluding the cost of ANY software above the
operating system (OS) and SSC administrative
tools, such as database management systems
(DBMS) and other server specific software related
costs (including licences and support contracts)
are to be captured/documented, detailed and
billed to PWGSC.
 New and existing hosting of file transfer protocol (FTP)
services/sites administered by PWGSC users
o Excluding the one-time security fee required for
the firewall setup, making the FTP site available
internally and externally, that will be charged to
PWGSC as an optional service.
o Note: All existing FTP sites are currently
administered by PWGSC users. PWGSC FTP
administrators fulfill the following responsibilities:
Creating, deleting user accounts, granting and
removing read and write access to users, creating
and deleting folders and files.
Data Centre Services (DCS):
“Middleware”:
o ANY software above the operating
system (OS) and SSC administrative
tools, such as database
management systems (DBMS) and
other server specific software
related costs (including licences
and support contracts) are to be
captured/documented, detailed
and billed to PWGSC.
Distributed Computing Environment (DCE):
Requests related to desktop services such as:
o Regular user support / helpdesk
services as detailed within DCE service
level agreement (SLA).
o After hours and
enhanced/executive/VIP support
services as detailed within the DCE and
Executive Support Services (ESS) SLAs.
o Any enhanced support services over
and above the current standards and
services, that would exceed the
services detailed within the existing
DCE and ESS SLAs, which will be added
and accounted for within the next DCE
SLA, in the following fiscal year.
o Dedicated support/resources on site,
and/or by phone, that would be over
and above the services detailed within

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Telecommunications Services:
 This includes Managed Network Services (MNS),
Networking Equipment Services (NES), Secure Channel
Network (SCNet), Government Cellular Services and
Government Teleconferencing Services (WebEx and
Videoconference)
Increase capacity to existing services, due to business and normal
growth requirements, and hardware evergreening activities such
as:
o Bandwidth increase to meet business and
technical requirements.
o Additional/new local area network (LAN) drops
and upgraded/new network switches to
accommodate additional users.
o Additional/new phone lines and desk phones.
o Additional/new BlackBerry (Q5 and Z10), wireless
aircards/hotspots and all related services such as
airtime (minutes), and data plans.
o Call/Contact center software and hardware.
o Additional/new WebEx accounts.
o Additional/new Videopresence software (including
Cisco Movi/Jabber).
the existing DCE and ESS SLAs, which
will be added and accounted for within
the next DCE SLA, in the following
fiscal year.
o Any other desktop services not part of
the existing DCE and ESS SLAs, such as:
o Dedicated or shared virtual
desktop solutions (including
hosting and software related
costs).
o Citrix images/Xen App and
VMware based virtual desktop
solutions.
These desktop services will be
added and accounted for within
the next DCE SLA, in the following
fiscal year.
Telecommunication Services:
 Anything over and above core
telecommunication services:
o Facsimile (fax) Card (RightFax
Card)
o Fax software
o Portable satellite phones
o TV cable and TV satellite
services (Rogers, Videotron,
etc.)
IT Security Services:
 Any new/special firewall configurations,
requirements and services that would be over
and above the services detailed within the
existing IT Security SLA, which will be added
and accounted for within the next IT Security
SLA, in the following fiscal year.
 Any new managed secure file transfer (MSFT)
service/node (point-to point -file encryption

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o Additional/new Videopresence hardware
including: coder/decoder (codec) AND all audio-
visual (A/V) components, and
evergreening/replacement of existing,
unserviceable and/or at end-of-life units including:
codec AND all A/V components, by equivalent and
compatible/standard units/products.
New and ongoing installations, moves, additional or changes
(IMACs) to support standard operational requirements, such as:
o Cabling and network hardware/switches for "new"
sites (buildings and/or floor)
 Excluding full time equivalent (FTE)
overtime required to deliver an expedited
service to meet a PWGSC operational
need.
 Any other non-core telecommunications
or DCE service not covered within the
current DCE SLA.
 Excludes major new projects/building
installations/refits directly funded by TBS.
service) excluding any VM Hosting services,
which will be added and accounted for within
the next IT Security SLA, in the following fiscal
year.
 Any new/additional Internal Credential
Management (ICM – now referred to as
Identity, Credential and Access Management
(ICAM)) credentials /certificates, , over and
above the number of credentials accounted for
within the current IT security SLA, which will
added and accounted for within the next IT
Security SLA, in the following fiscal year.
 New/additional secure socket layer
(SSL)/transport socket layer (TLS) certificates.
 And other miscellaneous IT security service
such as:
o Dedicated on-site support/resources,
“Consulting”, if maintained at the end
of the fiscal year (FY): it will be added
and accounted for within the next IT
Security SLA, in the following fiscal
year.
****Remark: We will add and update any missing services and goods to the current table in order to avoid any future
debates and misinterpretations. ****

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16. Signatories
Recommended by:
_________________________________ Date: ______________
Gina Smith
Director General, Service Management Sector
Information Technology Services Branch
Public Works and Government Services Canada
________________________________ Date: ______________
Jean-François Lymburner
Director General, Clients Relations and Business Intake
Shared Services Canada
Approved by:
_________________________________ Date: ______________
Pierre Boucher
Chief Information Officer,
________________________________ Date: ______________
Peter Bruce
Senior Assistant Deputy Minister, Projects and Client Relationships
Shared Services Canada

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Lexicon of Acronyms
Acronym Definition
AES Application Engineering Services
CIO Chief Information Officer
CRM Client Relationship Management
EPMO Enterprise Project Management Office
GOP Government Operations Portfolio
ISS In-Service Support
PWGSC
CIO
BRANCH
Chief Information Officer Branch
MOU Memorandum of Understanding
OGD Other Government Department
PRD Partner Relationship Director
PWGSC Public Work and Government Services Canada
SIM Service Integration and Management
SLA Service Level Agreement
SMS Service Management Sector
SR Service Request
SSC Shared Services Canada
SSO Strategic Sourcing Office

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APPENDIXES

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APPENDIX A: Issue Resolution Process

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PROJECT ISSUE
ITSB SSC
Project Director Project Director
EPMO Senior
Executive / GCDocs
or MyGCHR COE
Senior Executive
Director
Strategic
Sourcing Office
SMS
Director General
CRM
Director General
CIO ADM
ISSUE WITH EXISTING
SYSTEM
ITSB SSC
Partner
Relationship
Director
Operational
Director
In Service Support
Senior Executive
Senior Executive
Director
Strategic
Sourcing Office
SMS
Director General
CRM
Director General
CIO ADM

Page 22 of 22
DCE SLA
Insert 14/15 agreement here
IT Security SLA
Translation Bureau SLA
Matane SLA
Pension SLA
 Other new SR at cost for optional services / RAs and/or SLAs completed/added in the course of the FY
(Videopresence, other optional services)
 EPMO (SMS) Agreements/RAs funded directly by TBS AND not funded directly by TBS – meaning “unplanned”
adjustments/additions to TBS funded initiatives?
 All branches past and current “direct” requests/RAs with SSC (not funded by TBS AND without PWGSC CIO
BRANCH implication) – these requests need to follow the proper channel and go through ISS SIM.

PWGSC and SSC IT Services MOU

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