In essence, SOAs give service delivery units increased management flexibility in return for agreed upon levels of performance and results. SOAs remain part of their departmental organization, their employees continue as public servants and union representation stays intact. In every practical sense, they remain accountable for results to their home department.
However, unlike other departmental units, Agencies operate under a tailor-made, written understanding with the department. This understanding (consisting of a 'framework agreement' and a business plan) covers the results and service levels expected, the relief from administrative rules that will be granted and the resources available to do the job.
These Special Operating Agencies are, in most cases, subject to the same Acts and regulations as their home department.
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