Single Point of Contact

• In order to help ensure that client requests are efficiently tracked and managed, a Single Point of Contact model is being implemented at the Service Desk, in which the Service Desk will log all calls coming into the Expenditure Information Division. Please contact the Service Desk for all of your EMIS-related inquiries.
• Telephone: 613-948-1901
• Email:

Support hours and application availability hours

• From December 3, 2007 until otherwise agreed by the business owners and EID Management:
  • The EMIS Service Desk will be available from 07:30 to 17:30 ET Monday to Friday
  • Extended hours will be provided as required to assist users during key business event periods, such as Estimates.
• The EMIS Application will be available 07:30 to 24:00 ET Monday to Friday and from 09:00 to 16:00 ET on Saturday
  • EID required system work, such as releases, and system backups, will be planned to take place outside of the availability hours but may take place during availability hours with advance notice to EMIS clients

Client request categories

• EID will provide services to respond to the three categories of client requests relating to systems that it manages:
  • Assistance Inquiry : Request for an EMIS service (e.g. Link between EMIS and business process; password re-set, navigation questions).
  • Problem : Report on a fault in EMIS (e.g. button not working, incorrect wording in a menu);
  • Enhancement : Request for a change or improvement to EMIS (e.g. new report required),
• Should the EMIS Service Desk receive a request that is not within a stated category, for example, a complex and/or business specific question that would be better managed from within a sector or, a technical problem that would be within the scope of Departmental IT Support, the request will be recorded and the request originator will be re-directed to the appropriate organizational area.

Severity levels

• EID will classify each request received according to defined severity levels that can be applied to assistance inquiries, problems, or enhancements:
  • Severity 1 : Most or many client(s) cannot perform critical work using an EID supported system (very high impact);
  • Severity 2 :   Some client(s) cannot perform important parts of their work using an EID supported system (high impact);
  • Severity 3 : Some client(s) have difficulty performing their work (medium impact); and,
  • Severity 4 : S ome client(s) can still perform their work (low impact).

Levels of Support

• Level 0 – EMIS Self-Service   
  • Designed to help clients answer their own requests by accessing material in EMIS (e.g. EMIS Help) and/or on the EMIS website (e.g. ‘FAQs’).   This level of service will be provided in both official languages.
• Level 1 – EMIS Service Desk  
  • Will resolve client requests or assign them to the next level.   This level of service will be provided in both official languages.
• Level 2 – EMIS Other Support Services Teams           
  • Will respond to client requests that are categorized as problems or enhancements.
  • May interact with the originator of the request and other impacted clients as required to resolve the request.
• Level 3 - External to EID: Subject Matter Experts (SMEs)
  • Any personnel external to EID, usually within TBS, who may be called upon to assist in resolving a request.  
  • May interact with the originator of the request, other impacted clients and Level 1 and 2 Teams as required to resolve the request.