The MSC regularly consults our clients, including the general public, through surveys and focus groups. Results of these consultations are used to ensure that MSC products and services meet public and client needs and expectations and to determine if changes or improvements are necessary.
A telephone survey of Canadians was undertaken in 2002, to assess their needs, usage, satisfaction and expectations concerning weather products and services provided by the MSC. We found that weather information clearly matters to Canadians, with 92 percent saying it is of least some importance in their daily lives. Weather information is of wide interest and sought on a frequent and continual basis. The survey found that 92 percent of Canadians say they consult forecasts at least once a day. In general, the public is satisfied with its ability to get the weather information it needs on a consistent basis. Canadians are largely satisfied with the accuracy of various specific aspects of weather forecasts, including precipitation and temperature. Winter forecasts are of greatest priority and are most likely to be meeting Canadians' expectations in terms of accuracy.
Nearly all Canadians are satisfied overall with the weather warnings they receive in their area; variations across regions are modest. Satisfaction has less to do with accuracy than with receiving sufficient notice in advance of approaching weather. Satisfaction is greater in winter than summer, likely because winter storms take longer to develop and are therefore easier to forecast accurately.
Across general types of weather information, the public places greatest importance on weather warnings (with a mean importance score of 82), followed by precipitation and temperature forecasts (Figure 1). In each case, this type of information is of greatest priority in the winter, followed by summer. Canadians are most likely to be satisfied with access to the weather information they need (with a mean satisfaction score of 79) but less so in terms of the overall accuracy of the forecasts they receive (Figure 2). Satisfaction levels are highest for weather warnings and lower for the accuracy of temperature and precipitation forecasts. The survey results reveal that accurate precipitation forecasting represents the largest "service gap" between the public's expectations and their satisfaction with the service they currently receive.
Figure 1
Figure 2
The MSC is addressing the findings of the national survey in several ways, including the departmental Service Improvement Initiative (SII) that seeks to achieve a 10 percent improvement in the quality of current key services by the year 2005. At present, precipitation elements in forecasts and severe weather warnings are part of the SII. The MSC is developing benchmarks, standards and service improvement plans to establish the basis for achieving improvement in the quality of services. Improvement plans were implemented by fall 2002. Recent investments in the MSC are targeted towards improving precipitation forecasts. New public weather forecast and warning service standards have been implemented. A system that provides performance statistics on summer severe weather warnings has been developed and implemented. By the end of the calendar year, a system that will routinely verify public forecast quality, including that of precipitation forecasts, will be in place. Service delivery against established standards will be measured each year to assess progress towards attainment of the 10 percent improvement target.
The MSC commissioned two surveys following severe weather events (thunderstorms and winter storms) to determine whether Canadians see or hear weather warnings, to determine the actions they took upon hearing the warnings and the impacts, if any, of the events. These surveys help the MSC to understand public perceptions and behaviour with respect to severe weather and warning messages and measure the effectiveness of such warnings in reducing negative impacts.
Post-event surveys were conducted in the following locations:
In each survey, a majority of respondents recalled the weather warning. The most frequently mentioned source for warnings was television. The most common weather warning information recalled by respondents was the type of severe weather to expect. The majority of respondents who saw or heard the warning believe it provided them with enough information. A vast majority of respondents believe it is important for them and members of their household to hear about weather warnings when they are issued. Survey results are being used to improve the MSC's public outreach and education programs.
The MSC successfully responded to over 40,000 inquiries received via our website and national 1-800 enquiry line (1-877-789-7733). Approximately 99 percent of inquiries were received via the MSC weatheroffice website. The majority of inquiries pertained to areas such as public forecasts, weather warnings and severe weather and archive data.
Since NAV CANADA's formation in 1996 to manage Canada's Air Navigation System, it has contracted the MSC to provide weather services in support of aviation. As part of the contract, the MSC provides NAV CANADA and its clients, the aviation community, with statistical evidence of having satisfied certain timeliness and accuracy guarantees. These statistics allow NAV CANADA to verify compliance with the contract and help MSC regional forecast offices to focus on those aspects of the forecasts that can be improved.
The reports are sent electronically on a monthly basis and are included on NAV CANADA's website. The timeliness statistics are relatively straight-forward: aviation forecasts and weather observations must be available to the client on time; these goals have consistently been met. The accuracy statistics relate to the MSC's ability to accurately forecast weather above or below critical levels that affect flight scheduling, planning, routing and fuelling.
Efforts continue to improve the MSC's reporting on the quality of services to aviation. Discussions are under way with NAV CANADA and Air Canada to develop a new set of statistics more closely related to Air Canada's operational planning and decision-making processes. It is anticipated that these statistics will assist Air Canada in improving efficiency.
| Salary | Operating | Capital | Grants & contributions | Total | |
|---|---|---|---|---|---|
| MSC Atlantic | 8,276,704 | 4,609,030 | 1,109,217 | 13,994,951 | |
| MSC Quebec | 10,318,863 | 4,747,417 | 813,768 | 200,000 | 16,080,047 |
| MSC Ontario | 12,196,068 | 6,353,394 | 931,431 | 99,450 | 19,580,343 |
| MSC P&N | 21,655,238 | 17,476,247 | 2,834,843 | 46,000 | 42,012,328 |
| MSC P&Y | 11,941,462 | 6,293,023 | 2,129,793 | 20,364,278 | |
| MSC HQ | 60,376,671 | 51,832,705 | 21,728,122 | 6,317,434 | 140,254,932 |
| Total | $124,765,007 | $91,311,816 | $29,547,173 | $6,662,884 | $252,286,880 |
| Monitoring Function | 207.9M | Lightning Detection | 8.4M (4%) | |
| Radar | 27.3M (13%) | Climate surface network | 2M (1%) | |
| Cableways | 7.5M (4%) | Upper Air | 8.9M (4%) | |
| Aviation surface network | 47.8M (23%) | Marine Buoy | 13M (6%) | |
| Public surface network | 29.5M (14%) | Other | 63.5M (31%) |
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