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Esquimalt Graving Dock

The Esquimalt Graving Dock (EGD) provided facilities and services to all users and client fleet owners on the basis of the following:

• administration services, to reserve services or space for vessels;

• notification of users within 48 hours of changes to service/space that may affect the safe and efficient operations of the facility;

• an Emergency Response Plan for the EGD; and

• an approved marine facility security plan and a qualified Marine Facility Security Officer.

Disputes are referred to first,: Director, Esquimalt Graving Dock, second: Director General Engineering Asset Strategy Directorate , and third: Assistant Deputy Minister – Real Property Associate Deputy Minister – PWGSC.

The Esquimalt Graving Dock (EGD) met all of the facility’s performance standards in 2010-11.

• Reservations and confirmed bookings were provided in a reasonable manner when requested.

• Notifications of changes to service and/or capacity of the facility were consistently provided within 48 hours after a change in condition of the service or capacity.

• The EGD Emergency Response Plan was reviewed as part of a two year updating cycle.

The EGD holds a valid “Statement of Compliance of a Marine Facility or a Port” under Part 3 of the Marine Transportation Security Regulations.

Meetings with tenant clients were held bi-monthly to ensure customer service and client needs are met. In addition, all major vessels were met prior to departure to ensure needs were addressed.

1. Loading / Unloading of marine vessels within 3 days of a client request.  Target is 95% of the time to account for variable weather conditions.

2. Annual inspection(s) and maintenance of the dry dock to be completed prior to commencement of seasonal operations to be completed 100% of the time.

1. 100% achieved

2. 100% achieved. Annual inspection and maintenance completed

Last consultation on User Fees was completed in 1989. Since then, no increases / decreases to user fees have occurred as the Selkirk Marine Railway Dry Dock has been declared non-core to PWGSC’s mandate and identified as surplus to PWGSC’s needs.

Stakeholder consultations were carried out when the fees were established in 1989. Since no service standard was set as part of these consultations, two temporary service standards were established. Clients seeking to utilize this facility are consulted on these service standards.

Also, as an Offer to Purchase has been made on this facility, clients seeking to utilise this facility in 2011 are advised that this facility may not be available to them and that an agreement with the new owner may be required.

Delivery of the Canada Gazette to subscribers:

1. Clients are entitled to receive issues in good condition. Should any of their copies arrive damaged, they may call the Government of Canada Publications toll-free line at 1-800-635-7943 and a replacement copy will be sent to them free of charge.

2. Clients are entitled to receive their issues by mail within a reasonable timeframe. Although delivery times cannot be guaranteed, every effort is made to provide issues according to the following standards:

   • within Canada: 2-8 business days

   • within the U.S.: 4-10 business days

   • international: 6-10 business days

If subscribers experience a delay in receiving their issues, they may call the Government of Canada Publications toll-free line at 1-800-635-7943 and a representative will address the situation and take the necessary measures to resolve it satisfactorily.

If the Government of Canada Publications toll free line is unable to satisfactorily resolve any issues experienced by subscribers, the issue will be referred to the Canada Gazette Directorate (CGD) who will investigate the situation and take appropriate measures to find a solution.

100%: CGD’s service standards were met. Any issues relating to the delivery of the Canada Gazette (i.e. quality of the issues and delivery timelines) were satisfactorily resolved by calls made to the Government of Canada Publications toll-free line. There was no intervention from the CGD to resolve issues.

Stakeholder consultations on subscription rates last took place prior to 1985. Subsequent to these consultations, the subscription rates were increased in 1985.

In March 2011, consultations with subscribers took place by way of a client satisfaction study in which a mail-out survey was sent to the 481 Canadian subscribers. One hundred and nineteen subscribers (25%) chose to complete the survey.

The questions focused on the CGD’s subscription service standards. Specifically, the respondents were asked about any issues they had experienced when paying for and renewing their subscription, as well as any issues they had experienced with regard to the delivery of their subscription. Among the results obtained:

• 83% had not encountered any difficulty with paying for their subscription;

• 80% had not experienced any difficulty when renewing their subscription;

• 58% indicated that they “always” received their copies in a timely fashion, while 38% indicated that they received their copies in a timely fashion “most of the time”;

• 76% indicated that they “always” received their copies in good condition and the remaining 24% indicated that they received their copies in good condition “most of the time”;

• 83% of respondents have never attempted to contact someone regarding a problem with the delivery of the Canada Gazette; and

• Out of the few respondents who had contacted someone regarding a delivery problem, 89% said that their problem had been resolved satisfactorily.