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Explosives licence and inspection fees

95% of the time, initial factory applications will be completed within 60 days of receipt of completed documentation; renewals and all other authorizations will be processed within 30 days of a complete request.

Licensing turnaround times have been acceptable to stakeholders. Results indicate the performance standards were met or exceeded 95% of the time.

Stakeholder groups are in agreement with licensing and authorization service standards. No formal complaints to this proposal have been received.

Seismic data

For provision of accurate location and magnitude of strong earthquakes in Canada, turnaround time is normally within 2 hours during working hours and within 4 hours outside of working hours. Preliminary confirmation is normally available to clients within 15 minutes during normal working hours and on our Web site.

For all other requests for standard seismic data, turnaround time is within five working days. Complex requests are negotiated with the client.

Service standards are reviewed annually (inquiries are recorded) - results indicate greater than 95% compliance with standards.

None planned at present (regular consultation provided through the Lithoprobe Seismic Processing Facility in Calgary). Client feedback on service expectations encouraged through questionnaires that accompanies responses to data requests.

Map products

National Topographic System and Atlas of Canada maps - NRCan sells maps on a wholesale basis from the Canada Map Office (CMO) to a limited distribution network, and service standards reflect this.

Response time for information requests is two working days. Order processing time: The CMO will strive to fill orders received from the the Regional Distributions Centres (RDC) within five (5) working days (excluding Saturdays, Sundays and statutory holidays in the Province of Ontario), upon approved credit and provided account is in good standing. Hours of operation, 08:30 - 16:30 EST.

Service standard of five working days is met 95% of the time.  Service standards are included in the annual management review of Quality Objectives under ISO 9001:2000.  ISO Quality Objectives are updated each year to address issues as they arise.

Regular discussions and meetings are held with stakeholders.  Service standards are reviewed continuously and included as part of the Discrepancy Management Reports (DMRs). Ongoing client and service feedback are used to ensure constant improvement as part of ISO 9001 quality system.

ISO non-destructive testing

1 - Two weeks for processing of a candidate's application form. This period is advertised on application forms 'Instructions for Candidates', available in hard copy or electronically from the Non-Destructive Testing (NDT) Web site. All candidates have this information before applying. *Note: Assessment of foreign applications or unusual training/experience situations may require more time.

2 - Examination results are usually available three weeks from the date of examination. This period is clearly specified in the 'letter of approval' issued to the candidate to permit him/her to challenge an examination.

1- The progress of each client application is recorded and tracked throughout the process - date of receipt, date of review, date of written responses. While performance has not been formally aggregated to summarize performance against service standards, the absence of stakeholder complaints indicates satisfaction that the published delivery standards are being met 98% of the time.

Fee adjustments are presented and negotiated with the 12 member advisory body of stakeholders. Previously the agreed price structure associated with fees for required services and reports is put into effect and not changed for 3 years. The stakeholders like the stability in knowing what they will be paying for the next 3 years.  The revised plan is to move to annual fee adjustments based on actual costs.  From January through June 2006, extensive consultations on exam fees were held with 8 exam centres, the advisory board, and the union representing 2,000 clients.  The objective of these consultations was to isolate cost drivers in order to derive a formula driven fee structure.  This previously outlined objective is not yet completed and is pending.  Of note, the NDT Certifying Agency, along with the Materials Technology Laboratory (CANMET/MMS/MTL), has been relocated from Ottawa to Hamilton in late 2010.  The Agency is working very diligently to establish stable resources and capabilities to properly execute on a smooth and seamless transition, while focusing on improving the overall level of customer service and effective cost management.  The Agency had hosted two meetings Canadian General Standards Board (CGSB) Committee Meeting & MTL NDT Advisory Board Meeting) with external stakeholders, where consultations were discussed on various aspects of the certification services that the Agency provides.

Air Photo products

Aerial Photography - Order processing time by the National Air Photo Library is ten working days, priority service five working days; response time for information requests of ten working days 80% of the time; production error rate of 2% or less; hours of operation, 08:30 - 16:30 EST.

Service standard of ten working days is met 80% of the time.  Service standards are included in annual management review of Quality Objectives under ISO 9001:2000.  ISO Quality Objectives are updated each year to address issues as they arise.

Major survey completed in 2004. Initiated a needs requirement analysis based on sales statistics to determine future directions for improvement.  Service standards are reviewed continuously and included as part of the Discrepancy Management Reports (DMRs).  Ongoing client and service feedback are used to ensure constant improvement as part of ISO 9001 quality system.

Fees charged for the processing of access requests filed under the Access to Information Act

Response provided within 30 days following receipt of request; the response time may be extended pursuant to section 9 of the ATIA. Notice of extension to be sent within 30 days after receipt of request.
The Access to Information Act provides fuller details: http://laws.justice.gc.ca/en/A-1.

Met prescribed standards 91.5% of the time

The service standard is established by the Access to Information Act and the Access to Information Regulations. Consultations with stakeholders were undertaken by the Department of Justice and the Treasury Board Secretariat for amendments done in 1986 and 1992.

Other products

For aeromagnetic radiometric and gravity data, the Geoscience Data Centre (GDC) of Earth Science Sector  (ESS) provides maximum 10 day turn-around on external requests for data (average turnaround for a standard request is one day). We also provide on-line access through the Geoscience Data Repository for Geophysical and Geochemical Data (GDRGG). For more info on service standards see the Web site.

Performance is aggregated against standards annually.  In 2008-9, 100% of requests were in compliance with standards.

The number of inquires to the Geophysical Data Centre has dropped significantly since data have been made available free of charge through the GDRGG.  Typically, there are 10 to 20 requests for information made to the GDC annually and 10,000 to 15,000 down loads from the online service annually.  The GDRGG is available 24/7, 365 days a year. 

Client consultation is performed on an ongoing basis. All web-based clients are provided with a client satisfaction questionnaire including a request for suggestions for improvement. Advent of the GDRGG (web-based access) has significantly reduced requests via the GDC.

Other Information: Digital Topographical Data (formerly Subscription Data) Is made available free online. As such no fees or revenue have been collected for this service, however, the associated service standards are being reported on.

Digital Topographic Data

National Topographic Data Base (NTDB) Canvec and others - Response time for general information requests is two working days during business hours. Availability of web-site is 24-7 90% of the time, monitored monthly.

Web-site was available 24-7 90% of the time.  Performance results are monitored continuously (on-line surveys). Target 95% client satisfaction. Actual satisfaction level for the product quality and delivery is at 89%- website improvements will be made to help clients and improve the satisfaction level.

Complaints acknowledged within two working days - and as per ISO procedures, corrective action is taken immediately. 

Client consultation is ongoing - part of regular ISO process.