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ARCHIVED - Compendium of Service Standards
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Natural Resources Canada
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Business Line |
Service Standard |
Delivery channels |
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GOL |
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In person |
Tel |
Mail / |
Internet |
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Kiosk |
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Earth Sciences Sector |
1 |
Inquires will be answered promptly and accurately, regardless of delivery channel. |
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X |
X |
X |
X |
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2 |
For in-person visits during working hours, you will be assisted you within five minutes of your arrival. |
X |
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3 |
If we cannot handle your general telephone inquiry, you will be transferred to a person who can, or you will be contacted by an appropriate person within 1 working day. |
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X |
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4 |
ESS will attempt to respond to your inquiry by telephone within two working days. |
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X |
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5 |
When employees are away from their office for 2 working days or longer, their voice-mail greeting will contain information on their return as well as an alternative phone number to obtain information. |
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X |
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6 |
For requests received electronic media, ESS will respond within 2 working days of receipt. |
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X |
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X |
X |
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7 |
For written correspondence, responses will normally be mailed to you within 5 working days. |
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X |
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8 |
Should a reply to an inquiry take longer than 2 weeks, we will contact you to explain the reasons for the delay and inform you as to when to expect a response. |
X |
X |
X |
X |
X |
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9 |
We will identify ourselves in all correspondence - whether verbal, written, or electronic. |
X |
X |
X |
X |
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10 |
We will serve you in a friendly, courteous and professional manner, in either official language. |
X |
X |
X |
X |
X |
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11 |
ESIC in-depth reference requests responded to within 3 working days or as negotiated; urgent requests within 2 working days. |
X |
X |
X |
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X |
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12 |
Regional libraries in-depth reference requests responded to within 1-2, weekly reports provided to client until completion of project. |
X |
X |
X |
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X |
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13 |
Document Delivery: ESIC available items within 3 working days; urgent requests will be faxed or ready for courier within 4 hours; regional libraries, within 1 working day unless in circulation, with recalls initiated on request. |
X |
X |
X |
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X |
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14 |
Regular orders will be processed in 3-5 working days; same day for urgent orders received before 2:00 p.m.EST; urgent orders received after 2:00 p.m. are shipped next day; counter sales-immediate delivery to client. |
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X |
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X |
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15 |
Manuscripts are assessed for edit level required and turnaround time; Publishing: current research within 12 weeks of receipt (publish other corporate and scientific material within one year of receipt of original manuscript). |
X |
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X |
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X |
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16 |
Electrostatic plotting: established procedures and quality standards; all work submitted via network - directly by client or through publishing directory for completed and released on-demand maps; turnaround time: one to three hours or maximum next day; |
X |
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X |
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X |
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Business Line |
Service Standard |
Source |
Type |
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2001- |
1999- |
Website |
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Interview |
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Earth Sciences Sector |
1 |
Inquires will be answered promptly and accurately, regardless of delivery channel. |
|
|
X |
TF |
|
|
2 |
For in-person visits during working hours, you will be assisted you within five minutes of your arrival. |
|
|
X |
TF |
|
|
|
3 |
If we cannot handle your general telephone inquiry, you will be transferred to a person who can, or you will be contacted by an appropriate person within 1 working day. |
|
|
X |
TB |
|
|
|
4 |
ESS will attempt to respond to your inquiry by telephone within two working days. |
|
|
X |
TB |
|
|
|
5 |
When employees are away from their office for 2 working days or longer, their voice-mail greeting will contain information on their return as well as an alternative phone number to obtain information. |
|
|
X |
TF |
|
|
|
6 |
For requests received electronic media, ESS will respond within 2 working days of receipt. |
|
|
X |
TB |
|
|
|
7 |
For written correspondence, responses will normally be mailed to you within 5 working days. |
|
|
X |
TB |
|
|
|
8 |
Should a reply to an inquiry take longer than 2 weeks, we will contact you to explain the reasons for the delay and inform you as to when to expect a response. |
|
|
X |
TB |
|
|
|
9 |
We will identify ourselves in all correspondence - whether verbal, written, or electronic. |
|
|
X |
TF |
|
|
|
10 |
We will serve you in a friendly, courteous and professional manner, in either official language. |
|
|
X |
CP |
|
|
|
11 |
ESIC in-depth reference requests responded to within 3 working days or as negotiated; urgent requests within 2 working days. |
|
|
X |
TB |
|
|
|
12 |
Regional libraries in-depth reference requests responded to within 1-2, weekly reports provided to client until completion of project. |
|
|
X |
TB |
|
|
|
13 |
Document Delivery: ESIC available items within 3 working days; urgent requests will be faxed or ready for courier within 4 hours; regional libraries, within 1 working day unless in circulation, with recalls initiated on request. |
|
|
X |
TB |
|
|
|
14 |
Regular orders will be processed in 3-5 working days; same day for urgent orders received before 2:00 p.m.EST; urgent orders received after 2:00 p.m. are shipped next day; counter sales-immediate delivery to client. |
|
|
X |
TB |
|
|
|
15 |
Manuscripts are assessed for edit level required and turnaround time; Publishing: current research within 12 weeks of receipt (publish other corporate and scientific material within one year of receipt of original manuscript). |
|
|
X |
TB |
|
|
|
16 |
Electrostatic plotting: established procedures and quality standards; all work submitted via network - directly by client or through publishing directory for completed and released on-demand maps; turnaround time: one to three hours or maximum next day; |
|
|
X |
TB |
|
|
NRCan has made a commitment to improving client satisfaction in its 2001-2002 RPP: "Consistent with the Treasury Board Service Improvement Initiative, NRCan has developed an action plan for addressing client service satisfaction measurement. The Department will continue to work closely with the Treasury Board Secretariat and other government departments to share lessons and implementation strategies. Work in this area will be aligned with NRCan On-Line (NOL), in terms of the identification of services, clients and service standards." (pg. 44)
