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Natural Resources Canada > Earth Sciences Sector > International Division
International Division Specific Service Standards
by Branch/Division
Geological Survey of Canada
Minerals and Regional Geoscience Branch |
Service Provided:
|
Provision of Advice, Information and Expertise
|
| Description: |
Provision of geoscience information, advice and
expertise through direct inquiry. |
| External Clients: |
General public, other government departments
(OGDs), industry, provincial agencies, academia. |
| Existing Standards: |
For general inquiries, service standards as per
ESS General Inquiry Service Standards (also have quality standards for
performance and for style). For more in-depth inquiries requiring research (or R&D),
standards are determined in consultation with the client and are identified in
specific agreements. |
Complaint
and/or Redress
Mechanism: |
Verbal and/or written to line management. |
External
User Fees: |
Dependent on the nature of the request - some cost
recovery activity. |
Service Provided:
|
Geomagnetism Products/Services
|
| Description: |
Delivery of digital data and derived products by
the Geomagnetism program, including magnetic forecasts and charts. |
| External Clients: |
Private sector (mining companies, oil and gas
companies, exploration industry, surveyors, electric power utilities,
communications industry), public sector (federal and provincial
governments/agencies, scientists-national and international, universities). |
| Existing Standards: |
Turnaround time: one to seven working days for
standard requests; four weeks for custom work. Products will be customized where
possible to client's specifications. |
Complaint
and/or Redress
Mechanism: |
The Head of the Geomagnetism program will, as
appropriate, modify priorities and negotiate compromise. Errors will be
corrected promptly once notified. |
External
User Fees: |
Fees are applicable depending on the nature of
service provided. |
Service Provided:
|
Earthquake Information
|
| Description: |
Provision of accurate location and magnitude of
strong earthquakes anywhere in Canada. |
| External Clients: |
Public utilities, news media, general public,
emergency planning committees, emergency measures organizations, USA
seismological agencies, federal/provincial government departments. |
| Existing Standards: |
Turnaround time: within one hour (confirmation
within five minutes during working hours). |
Complaint
and/or Redress
Mechanism: |
Head of Section will review procedures. |
External
User Fees: |
N/A |
Service Provided:
|
Earthquake (Seismic) Hazard Information
|
| Description: |
Provides advice on earthquake activity, past or present,
including maps and tables. |
| External Clients: |
Private sector (consultants, engineers, insurance companies),
public sector (codes and standards organizations), federal/provincial agencies,
public utilities, educational institutions. |
| Existing Standards: |
Turnaround time: within five working days (simple requests by
end of next working day). Complex requests will be negotiated with client. |
Complaint
and/or Redress
Mechanism: |
Head of Section will review procedures. |
External
User Fees: |
Fees are applicable depending on the nature of service
provided. |
Service Provided:
|
Delivery of Geophysical Data Centre Products
|
| Description: |
Delivery of digital data and associated map
products by the Geophysical Data Centre (GDC). |
| External Clients: |
Private sector (mining companies, oil and gas
companies, exploration consultants), public sector (OGDs, provincial government,
universities). |
| Existing Standards: |
Turnaround time for delivery: one to seven working days from
receipt of request for standard requests; four weeks for custom work; product
will be customized to client's specifications. |
Complaint
and/or Redress
Mechanism: |
Head of GDC will change priorities and/or negotiate a
compromise (individual who prepared the product immediately supplies the
corrected version); where necessary, client is referred to private sector
companies who supply specialized products. |
External
User Fees: |
Fees as per published product price list. |
Service Provided:
|
Professional Services, External Program Delivery
or Coordination
|
| Description: |
Providing specialized geoscience information, consultation,
training, provision of equipment, etc. |
| External Clients: |
Private industry/business, OGDs, NGOs (non-government
organizations), provinces. |
| Existing Standards: |
Both product and service standards are normally defined within
formal agreements. |
Complaint
and/or Redress
Mechanism: |
As stated in formal contracts/agreements. |
External
User Fees: |
Fees are applicable depending on the nature of service
provided (as stated in the formal agreements). |
Service Provided:
|
Sale of Publications and Maps (GSC Pacific)
|
| Description: |
Full bookstore operations including the sale of GSC
publications and maps. |
| External Clients: |
General public, OGDs, academia, industry, provinces,
international community. |
| Existing Standards: |
Turnaround time: inquiries for service and materials answered
within two hours; orders completed and shipped within one working day of
receipt. |
Complaint
and/or Redress
Mechanism: |
Verbally or in writing to line management. |
External
User Fees: |
As per published product fee schedule. |
Sedimentary and Marine Geoscience Branch
|
Service Provided:
|
National Marine Geoscience Collection Repository
(GSC Atlantic)
|
| Description: |
Access to National Marine Geoscience Collection
Repository. |
| External Clients: |
Federal/provincial agencies; consultants;
academia; national/international researchers, private sector companies. |
| Existing Standards: |
GSC Collections policy; all inquiries are routed
through GSC Atlantic curation office for booking and access to the collections
and/or labs; all loans external to the Division require a loan waiver from user. |
Complaint
and/or Redress
Mechanism: |
Verbally or in writing to line management. |
External
User Fees: |
Shipping and handling charges only. |
Service Provided:
|
Sale of Publications and Maps
(GSC Calgary, GSC Quebec, GSC Atlantic)
|
| Description: |
Full bookstore operations (sales of GSC publications and maps,
etc.) at GSC Calgary and GSC Quebec. Sales of open files only at GSC Atlantic
office. |
| External Clients: |
General public, other government departments (OGDs), academia,
industry, provinces, international community. |
| Existing Standards: |
Turnaround time: inquiries for service and materials answered
within two hours; orders are completed and shipped within one working day of
receipt. |
Complaint
and/or Redress
Mechanism: |
Verbally or in writing to line management. |
External
User Fees: |
Fees are dependent on the size and format of publication. |
Service Provided:
|
ISPG Core and Sample Repository (GSC Calgary)
|
| Description: |
Access to ISPG Core and Sample Repository for examination of
samples. |
| External Clients: |
General public, OGDs, academia, industry, provinces,
international community. |
| Existing Standards: |
Cuttings are delivered to a client's examination booth within
fifteen minutes; core is delivered to core table within twenty minutes;
permission to sample is granted within one to two working days of a written
request; response time to a request to cut core ranges from a few minutes to a
few working days depending on the volume of material involved. |
Complaint
and/or Redress
Mechanism: |
Verbally or in writing to line management. |
External
User Fees: |
Fees are applicable depending on the nature of services
provided. |
Service Provided:
|
Provision of Advice, Information, and Expertise
|
| Description: |
Response to requests for advice, information, expertise and
public outreach on geoscience topics. |
| External Clients: |
General public, other government departments (OGDs),
provinces, academia (schools and universities), industry, non-government
organizations (NGOs), international community. |
| Existing Standards: |
Timely professional response appropriate to level of query (as
per ESS General Inquiry Service Standards). |
Complaint
and/or Redress
Mechanism: |
Verbally or in writing to line management. |
External
User Fees: |
N/A |
Service Provided:
|
Professional Services, External Program Delivery
or Coordination
|
| Description: |
Providing specialized geoscience information, technical
advice, and consultation; refers to in-depth studies done on a project basis. |
| External Clients: |
OGDs, NGOs, provinces, industry, academia, municipalities. |
| Existing Standards: |
Service standards clearly defined within formal agreements. |
Complaint
and/or Redress
Mechanism: |
As stated in the formal contract/agreement. |
External
User Fees: |
Cost sharing arrangements are defined in agreements. |
Geomatics Canada
Canada Centre for Remote Sensing
|
Service Provided:
|
Access to CCRS Products
|
| Description: |
First contact for requests for specialty items not available
commercially |
| External Clients: |
Other government departments, non-government organizations,
industry, academia, general public. |
| Existing Standards: |
Quality assurance and production standards; turnaround times
as per ESS General Inquiry Service Standards. |
Complaint
and/or Redress
Mechanism: |
Direct contact to Director responsible. |
External
User Fees: |
Fees are applicable depending on the nature of the service
provided. |
Service Provided:
|
Satellite Operations Centre
|
| Description: |
Coordination of satellite data reception
activities at the Prince Albert and Gatineau Satellite Stations including
interface with the Satellite Operators (Canadian Space Agency (CSA), European
Space Agency (ESA), etc.); reception conflict resolution, and the scheduling and
reporting of data reception; order desk function for NOAA, ERS and Radarsat data
product requests and acquisition planning is also maintained. |
| External Clients: |
Federal government (reports, acquisition,
planning, archive program, data product ordering), provincial government
(Radarsat Order Desk support), industry (e.g. Radarsat, Canadian SPOT, US SPOT,
Landsat, ERS), and foreign agencies (e.g. ESA). |
| Existing Standards: |
Performance goals are established (with client
input) for the delivery of all products and services which are reviewed
annually. |
Complaint
and/or Redress
Mechanism: |
Order Desk (tel. 613-995-4057) is the contact for
first-line resolution of complaints; escalation to management; product response
cards also used. |
External
User Fees: |
Fees applicable to data products, as well as acquisition
scheduling. |
Service Provided:
|
Customized Mapping Services
|
| Description: |
Customized mapping services (paper and digital). |
| External Clients: |
Academia (all levels), government departments, value-added
resellers. |
| Existing Standards: |
Customized mapping projects - varies depending on the
complexity of the map project; licensing and royalty agreements, permission to
use our product usually granted within two weeks. |
Complaint
and/or Redress
Mechanism: |
Consultation with client. |
External
User Fees: |
Fees applicable for services provided (full cost recovery)
including standard royalty and payment structures for licensing and other
permissions. |
Service Provided:
|
National Atlas Information Service
|
| Description: |
National scale base maps and thematic overlays provided by a
World Wide Web based mapping service (NAISMap at
http://www-nais.ccm.nrcan.gc.ca/) addressing the geography of Canada
(physiographic, environmental, economic, social and cultural). |
| External Clients: |
Students, teachers, general public. |
| Existing Standards: |
Server accessible 95% of the time, 24 hours a day, seven days
a week. |
Complaint
and/or Redress
Mechanism: |
Direct contact with Director responsible. |
External
User Fees: |
N/A |
Service Provided:
|
Requests for Information
|
| Description: |
Requests for information about the organization, staff and
activities of CCRS. |
| External Clients: |
Canadian industry, OGDs, international community, academia,
general public. |
| Existing Standards: |
As per ESS General Inquiry Service Standards unless otherwise
stated; turnaround time: two working days by phone, written responses mailed
within five working days of receipt; initial response time: one working day 95%
of the time. |
Complaint
and/or Redress
Mechanism: |
Direct contact to Director responsible. |
External
User Fees: |
Nominal fees may be applicable depending on nature of the
inquiry. |
Service Provided:
|
Tours/Visits
|
| Description: |
General public and university student tours of the CCRS
facilities will be provided on a scheduled basis, usually offered twice a year;
other visits on a special request basis. |
| External Clients: |
Canadian industry, OGDs, international community, universities
and general public. |
| Existing Standards: |
Tours and demonstrations will be offered twice a year in both
official languages. International requests will be considered on a case by case
basis. |
Complaint
and/or Redress
Mechanism: |
Direct contact to Director responsible or Communications
Coordinator. |
External
User Fees: |
N/A |
Geodetic Survey Division
|
Service Provided:
|
Provision of Geodetic and Gravity Information
Through Direct Inquiry
|
| Description: |
The Information Services Unit of the Client
Services Section provides personal service in response to client requests for
geodetic and gravity information, technical data (Canadian Active Control System
products, control surveys, national transformation, geoid model), software,
publications, bulletin board subscriptions, etc. Questions are forwarded for
expert response as required. |
| External Clients: |
Private industry, provincial agencies, OGDs,
academia, general public. |
| Existing Standards: |
Turnaround time: less than one working day or as
discussed with client. |
Complaint
and/or Redress
Mechanism: |
Contact Customer Relations: Head, Information
Services Unit;
tel. (613) 995-4421. |
External
User Fees: |
Fees are applicable depending on the nature of the
product/service provided. |
Service Provided:
|
Canadian Spatial Reference System Online Database (CSRS Online Database)
for Geodetic Products/Services
|
| Description: |
The Canadian Spatial Reference System Online Database (CSRS
Online Database) allows users direct access to the Canadian Active Control
System products (CACS Observational Data, GPS Satellite Clock Corrections and
Ephemerides data); the primary horizontal and vertical control networks archived
on the Canadian Geodetic Information System (CGIS), selected Geodetic Survey
Division software/data, (GPSPace, NTv2 and GPS·H) and access to the
CSRS - Precise Point Positioning (PPP) online GPS processing. Access to the
CSRS Online Database is provided free of charge. Users require a login ID and
password, which may be obtained online. Service available in both official
languages. |
| External Clients: |
Private industry, provincial agencies, OGDs, academia, general
public. |
| Existing Standards: |
Available on-line 24 hours/day, seven days/week. Average downtime
less than four hours per week. |
Complaint
and/or Redress
Mechanism: |
On-line comments sent to Customer Relations: Head, Information
Services Unit; tel. (613) 995-4421. |
External
User Fees: |
Gratuit-Free. |
Service Provided:
|
Products of the Canadian Active Control System
|
| Description: |
The products of the Canadian Active Control System are
available to users of the Global Positioning System for post-processing
applications such as geodetic positioning at the centimeter level or navigation
and single point positioning at the metre level and other applications.
Resultant positions are directly in the International Terrestrial Reference
Frame (ITRF). |
| External Clients: |
Private industry, provincial agencies, OGDs, academia,
international agencies. |
| Existing Standards: |
Precise GPS clocks and ephemerides will be available 365 days of the year
with the following delivery standards being met 95% of the time:
- precise ephemeride available in 24 hour file, 3 - 6 days after end of
day, with accuracy ± 10-20cm;
- precise clocks available in 1 hour file, 3 - 6 days after end of day,
with accuracy ± 1ns;
- raw GPS tracking station data available in 24 hour file, four hours after
end of day.
|
Complaint
and/or Redress
Mechanism: |
Contact Customer Relations: Head Information Services Unit;
tel. (613) 995-4421. |
External
User Fees: |
Fees are applicable depending on the nature of service
provided. |
Service Provided:
|
Participation in the International GPS
Service for Geodynamics (IGS)
and IERS
(International Earth Rotation Service)
|
| Description: |
GSD contributes Global Positioning System (GPS) and Very Long
Baseline Interferometry (VLBI) data from selected Canadian sites and carries out
global processing of precise GPS satellite ephemerides and the Earth Orientation
Parameters (EOP) as an Analysis Centre for the IGS. Additional responsibilities
include the coordination of Analysis Centres and generation of combined official
IGS products. |
| External Clients: |
International programs in geodesy, geodynamics, astronomy,
atmospheric and space sciences, world ocean and global change monitoring. |
| Existing Standards: |
IGS standards:
A) As a contributing Data Centre: daily submission of
raw GPS observations six hours after end of day.
B) As one of seven
international Analysis Centres: weekly submission of precise orbits and EOPs
within ten days after end of week.
C) As the coordinator of Analysis
Centres: provide combination of weekly Analysis Centre submissions within eleven
days (i.e. one day after submission deadline) and combination of daily "rapid"
submissions within 24 hours after end of day (i.e. one hour after submission
deadline).
- Precise solution accuracy (standard conditions): clocks ± 1ns,
orbits ±; 10-20cm, EOPs ± 0.2mas.
|
Complaint
and/or Redress
Mechanism: |
Contact Active Control Systems Section through Information
Services; tel. (613) 995-4421. |
External
User Fees: |
N/A |
Service Provided:
|
Products of National Gravity Database
|
| Description: |
The Gravity Section of GSD, through the Geophysical Data
Centre, provides digital gravity data (gravity anomaly and control data), data
processing and plotting services, and related gravity products (gravity maps,
plots, control station descriptions, software, etc.) in a variety of formats to
meet client needs. |
| External Clients: |
Private sector, provincial agencies, OGDs, academia, general
public, international agencies. |
| Existing Standards: |
Priority given to external requests for data and/or information:
- response within seven working days of receipt of request;
- response within two working days if digital data;
- response within three working days for control station descriptions.
|
Complaint
and/or Redress
Mechanism: |
Contact Customer Relations: Head Information Services;
tel. (613) 995-4421. |
External
User Fees: |
Fees as per published product price list. |
Service Provided:
|
Absolute Gravity Observations
|
| Description: |
Absolute gravity observations are available to users requiring
high precision gravity standards for calibration purposes, network base stations
and crustal motion studies. |
| External Clients: |
Other government departments, provincial agencies, private
industry, universities, foreign institutions and government agencies. |
| Existing Standards: |
High precision absolute gravity observations can be provided with a
precision of 10 microgals or less:
- Results are made available through a standard GSD report within six
months of survey
- Confidentiality of results is assured if client desires it;
- Surveys can be tailored to fit the special needs of clients in terms of
length of observations, accuracy required, number of observations within area
of survey, and number of repeated observations.
|
Complaint
and/or Redress
Mechanism: |
Contact Gravity Section through Information Services;
tel. (613) 995-4421. |
External
User Fees: |
Fees are applicable depending on the nature of service
provided. |
Canada Centre for Cadastral Management
|
Service Provided:
|
Providing Advice and Consultation
|
| Description: |
Simple telephone request or requests involving a
written response. |
| External Clients: |
OGDs, land surveyors, researchers. |
| Existing Standards: |
The individual supervisor prioritizes and
determines appropriate response times; for some specific projects, deadlines are
negotiated with the client; for simple inquiries, two-day response time for 95%
of requests; all other requests as per ESS General Inquiry Service Standards. |
Complaint
and/or Redress
Mechanism: |
Individual managers take action as appropriate. |
External
User Fees: |
N/A |
Service Provided:
|
Preparation of Surveys
|
| Description: |
Documents to be recorded in the Canada Lands Survey System. |
| External Clients: |
OGDs, Indian Band Councils. |
| Existing Standards: |
The individual supervisor prioritizes and determines
appropriate response times at the beginning of the project; for some specific
projects, deadlines are negotiated with the client. |
Complaint
and/or Redress
Mechanism: |
Individual managers take action as appropriate. |
External
User Fees: |
N/A |
Service Provided:
|
Regulation of Surveys on Canada Lands
|
| Description: |
Quality control via regulatory functions. |
| External Clients: |
Land surveyors. |
| Existing Standards: |
Service standards done on a project by project basis - the
individual supervisor prioritizes and determines appropriate response times; for
some specific projects, deadlines are negotiated with the client. |
Complaint
and/or Redress
Mechanism: |
Individual managers take action as appropriate. |
External
User Fees: |
N/A |
Service Provided:
|
General Inquiries Involving Research
|
| Description: |
General inquiries involving research performed on a project
basis . |
| External Clients: |
OGDs, land surveyors, researchers. |
| Existing Standards: |
The individual supervisor prioritizes and determines
appropriate response times on a project by project basis; for some specific
projects, deadlines are negotiated and agreed upon with the client. |
Complaint
and/or Redress
Mechanism: |
Individual managers take action as appropriate. |
External
User Fees: |
Fees applicable depending on the nature of service provided. |
Service Provided:
|
Requests for Copies of Plans and Documents
in the CLSR
|
| Description: |
Requests for copies of plans and other documents found in the
Canada Lands Survey Records. |
| External Clients: |
OGDs, land surveyors, researchers. |
| Existing Standards: |
Requests are prioritized and appropriate response times are
determined; for some specific projects, deadlines are negotiated with the
client. |
Complaint
and/or Redress
Mechanism: |
Individual managers take action as appropriate. |
External
User Fees: |
Fees are applicable depending on the nature of service
provided (handling charges are applied to the delivery of both paper and digital
files). |
Service Provided:
|
Requests for Survey Instructions for Canada
Lands Surveyors
|
| Description: |
Indirect requests for specific instructions. |
| External Clients: |
Canada Lands Surveyors. |
| Existing Standards: |
Survey instructions are issued within two working days 95% of
the time. |
Complaint
and/or Redress
Mechanism: |
Individual managers take action as appropriate. |
External
User Fees: |
N/A |
Service Provided:
|
Maintenance of the Canada/U.S. International Boundary
|
| Description: |
Services include the provision of geodetic information
(coordinate values of boundary monuments), the regulation of construction work
(processing of applications) and providing historical documentation on boundary
demarcation. |
| External Clients: |
Land surveyors, private industry, private land owners. |
| Existing Standards: |
General inquiries as per ESS General Inquiry Service
Standards. Other standards as spelled out in the International Boundary Act. |
Complaint
and/or Redress
Mechanism: |
Direct contact to International Boundary Commissioner. |
External
User Fees: |
Nominal fees may be applicable depending on the nature of
services provided. |
Mapping Services Branch
|
Service Provided:
|
Topographic Information: Requests for
Technical Information
|
| Description: |
Inquiries and comments relating to content,
accuracy and specifications of paper maps. |
| External Clients: |
General public, OGDs, private sector, provincial
governments, educational institutions. |
| Existing Standards: |
Response time for information requests: as per ESS
General Inquiry Service Standards; two working days for phone, Internet and fax
messages; five working days for correspondence, 90% of the time; in person, by
appointment; hours of operation, 08:30 -16:30 EST. |
Complaint
and/or Redress
Mechanism: |
Offer to call or contact again if not entirely
satisfied; documentation process for verbal feedback. |
External
User Fees: |
N/A |
Service Provided:
|
National topographic System: Maps
|
| Description: |
Sales and distribution of paper maps and information on
product availability (to order toll free, tel. 1-800-465-6277). |
| External Clients: |
General public, map dealers, OGDs, private industry,
educational institutions. |
| Existing Standards: |
Response time for information requests, two working days;
order processing time - map dealers four working days, OGDs five working days,
others six working days; hours of operation, 08:30 - 16:30 EST. |
Complaint
and/or Redress
Mechanism: |
Formal complaints, credits, refunds or replacement of
products. |
External
User Fees: |
As per published price list. |
Service Provided:
|
National topographic Data Base: Digital Map Files
|
| Description: |
Sales and distribution of digital topographic data and
information availability (to order toll free, tel. 1-800-661-2638). |
| External Clients: |
Private industry, OGDs, public utilities and agencies. |
| Existing Standards: |
Response time for information requests by telephone, two
working days. Order processing time, five
working days, after confirmation of payment is received. Hours of operation,
08:30 - 12:00 and 13:00 - 16:30 Eastern Time. |
Complaint
and/or Redress
Mechanism: |
Complaints acknowledged within two working days, with final
response depending on nature of complaint. As per ISO 9001, corrective action
taken immediately with preventive measures according to priority. Product
replacement, refund or credit as per circumstances. |
External
User Fees: |
As per published price list. |
Service Provided:
|
Geographical Names: Information and Policy Inquiries
|
| Description: |
Inquiries relating to naming policies (name proposals,
language treatment) and names information. |
| External Clients: |
General public, OGDs, academia. |
| Existing Standards: |
Authoritative responses from information in the Canadian
Geographical Names Data Base (CGNDB) or referral to
provincial and/or territorial governments; response time: telephone and fax,
two working days; written correspondence, five working days; in person by
appointment; hours of operation, 08:30 - 16:30 EST. |
Complaint
and/or Redress
Mechanism: |
Acknowledgment of comments/complaints with corrective action
taken where necessary. |
External
User Fees: |
N/A |
Service Provided:
|
Digital Names Data: Inquiries and Sales
|
| Description: |
Inquiries regarding data base services and sales of standard
or customized digital files. |
| External Clients: |
General public, academia, OGDs, private sector. |
| Existing Standards: |
Response time of two working days for information package by
mail, fax or Internet and ten working days for digital file; hours of operation,
08:30 - 16:30 EST. |
Complaint
and/or Redress
Mechanism: |
Produce a replacement digital file on requested medium; refund
or credit to client as appropriate. |
External
User Fees: |
As per published price list. |
Service Provided:
|
Aerial Photography: Products and Services
|
| Description: |
Provision and production of air photos and photo library
reference services (to order products toll free, telephone 1-800-230-6275). |
| External Clients: |
General public, private industry, OGDs, education
institutions. |
| Existing Standards: |
Order processing time of 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 1.5% or less; hours of operation,
08:30 - 16:30 EST. |
Complaint
and/or Redress
Mechanism: |
Product replacement on priority basis, refund or credit as per
circumstance; recompilation of research for information requests, formal
complaints, analysis of complaints to address recurring problems . |
External
User Fees: |
As per published price list. |
Service Provided:
|
Aerial Survey Photography: Acquisition Services
|
| Description: |
Coordination of contract management for photo acquisition
contracts, flight planning and technical inspection services. |
| External Clients: |
Federal and Territorial governments. |
| Existing Standards: |
Preparation of project specifications and cost estimates, five
working days; awarding of contract, ten working days; completion of film
inspection and recommendation to client, up to thirty working days; hours of
operation, 08:30 - 16:30 EST. |
Complaint
and/or Redress
Mechanism: |
As deemed appropriate through consultation with client. |
External
User Fees: |
N/A |
Service Provided:
|
Aeronautical Charts and Publications:
Sales and Distribution
|
| Description: |
Sales and distribution of hard copy aeronautical charts and
publications (to order products toll free, telephone 1-800-465-6277). |
| External Clients: |
Aeronautical charts dealers, pilots, air traffic controllers,
aviation companies. |
| Existing Standards: |
Product delivery time to dealers of seven calendar days, other
clients ten calendar days. Hours of operation, 08:30 - 16:30 EST. |
Complaint
and/or Redress
Mechanism: |
Replacement of product, refund or credit, formal complaints. |
External
User Fees: |
As per published price list. |
Service Provided:
|
Aeronautical Charts and Publications: Subscriptions
|
| Description: |
Subscriptions to hard copy aeronautical charts and
publications (to order products toll free, telephone 1-800-465-6277). |
| External Clients: |
Pilots, air traffic controllers, aviation companies, planners. |
| Existing Standards: |
Subscribers to receive products at least three calendar days
before effective date of issue. |
Complaint
and/or Redress
Mechanism: |
Replace products within three working days; case by case
correction and evaluation of discrepancies. |
External
User Fees: |
As per published price list. |
Service Provided:
|
Aeronautical Charts and Publications: Revisions
|
| Description: |
Revision of aeronautical and/or geographical information. |
| External Clients: |
NAVCAN, DND, pilots, air traffic controllers, planners,
aviation companies. |
| Existing Standards: |
Revise or amend aeronautical charts and publications every 56
days (as per ICAO schedule) with all aeronautical information changes brought
forward up to 52 calendar days prior to effective date; revise other charts
within four months of change significant to aviation; meet cycle deadlines 100%
of the time. |
Complaint
and/or Redress
Mechanism: |
Notify NAVCAN (penalty clause in contract), corrective
measures taken and tracked, preventative measures planned and tracked as per ISO
9001 quality management system. |
External
User Fees: |
N/A |
Polar Continental Shelf Project
|
Service Provided:
|
Logistics Services for Arctic Research
|
| Description: |
Provide logistics support services to scientific
researchers working in the High Arctic; services include fixed and rotary wing
aircraft support, advice and information re: Arctic operations/contacts,
accommodation at Arctic bases, coordination of field schedules, use of some
field equipment and fuel (as well as maintenance and repair of such equipment),
use of radio equipment and daily radio communication with field parties. |
| External Clients: |
Foreign researchers, Canadian University
researchers, OGDs, territorial governments, northern communities, etc. |
| Existing Standards: |
Standards vary on a project basis - general
standards do exist for particular aspects of service (for example fixed and
rotary wing aircraft support); for specific projects, requirements are
prioritized and appropriate response times or deadlines are determined through
negotiation with the client; standards are formalized in written agreements with
each client group. |
Complaint
and/or Redress
Mechanism: |
Formal and informal, both verbal and written;
direct contact with the Director if required. |
External
User Fees: |
Cost sharing and cost recovery mechanisms in place
for most services; applied based on the nature of the service provided. |
Corporate Services
Policy, Planning, Information and
Services
Branch
|
Service Provided:
|
General Library Services
|
| Description: |
Provision of general library services at ESIC
(Earth Sciences Information Centre) Ottawa or through GSC (Geological Survey of
Canada) science division regional library centres located in Vancouver, Calgary,
and Quebec City. Includes the provision of reference services (general
information or referrals; in-depth, complex reference requests, including
on-line searching; and urgent requests) as well as document delivery services
(incoming interlibrary loan requests or circulation direct to clients; and
urgent requests). |
| External Clients: |
National and international clients in the private
sector (consultants, companies) and public sector (general public; all levels of
government; federal/provincial agencies; non-governmental organizations;
educational institutions). |
| Existing Standards: |
Reference Services: Timely, professional response appropriate to level of
query - turnaround time: general information or referrals as per ESS General
Inquiry Service Standards; ESIC (Ottawa) in-depth reference requests responded
to within three working days or as negotiated with client, and urgent requests
filled within two working days; regional libraries in-depth reference requests
responded to within one-two weeks, with client provided with weekly reports
until completion of project.
Document Delivery: ESIC (Ottawa), available items supplied within three
working days of original request and for urgent requests, available items faxed
or ready for courier within four hours; regional libraries, items supplied
within one working day unless in circulation, with recalls initiated on request.
As a foundation for quality reference and document delivery services, a
number of operational standards are in place to ensure the integrity of the
library union catalogue and the timely availability of geoscience materials for
consultation and document delivery. Varying standards between ESIC Ottawa and
regional libraries reflect differences in resources and volume of requests
handled. |
Complaint
and/or Redress
Mechanism: |
Verbal, written, e-mail and Internet feedback is
acknowledged; concerns and complaints are investigated and responded to, in
writing if necessary, and may be reviewed with library Users Advisory
Committees. |
External
User Fees: |
Fees for reference and document delivery service
may be applicable. |
Service Provided:
|
Publishing & Sales of GSC Publications
|
| Description: |
Processing of orders. |
| External Clients: |
General public, private and public sectors. |
| Existing Standards: |
Turnaround time for orders: three to five working days for
regular orders; same day for urgent orders received before 2:00 p.m.EST (courier
- collect); urgent orders received after 2:00 p.m. are shipped next day (courier
- collect); counter sales - immediate delivery to client. |
Complaint
and/or Redress
Mechanism: |
Verbally or in writing to line management (formal written
complaints are investigated and responded to immediately either verbally or in
writing); items damaged in shipment or supplied incorrectly can be returned for
exchange, replacement or refund within seven days of receipt. |
External
User Fees: |
Fees (including shipping & handling) are applicable
depending on the nature of service provided. |
Service Provided:
|
Editing and Publishing of ESS Scientific Output
|
| Description: |
Editing and publishing of technical and scientific material on
behalf of ESS (services provided to external clients indirectly through
participation in collaborative research projects). |
| External Clients: |
Other government departments (OGDs), private industry,
provincial agencies, academia. |
| Existing Standards: |
Editing: manuscripts are individually assessed for edit level
required and turnaround time (internally generated reference guide for editing
norms and standards used); Publishing: publish current research within twelve
weeks of receipt of original manuscript (publish other corporate and scientific
material within one year of receipt of original manuscript). |
Complaint
and/or Redress
Mechanism: |
Informal verbal to line management. |
External
User Fees: |
Fees are applicable depending on the nature of service
provided. |
Service Provided:
|
Desktop Publishing Services
|
| Description: |
Desktop publishing services provided indirectly through
collaborative projects with external clients. |
| External Clients: |
Provincial agencies, other government departments (OGDs). |
| Existing Standards: |
Manuscripts individually assessed for amount of work required
and turnaround time. |
Complaint
and/or Redress
Mechanism: |
Informal verbal to line management. |
External
User Fees: |
Fees are applicable depending on the nature of service
provided (full cost recovery). |
Service Provided:
|
Electrostatic Plotting and Laminating Services
|
| Description: |
Provide colour electrostatic plotting and large format
laminating services (provided indirectly to external clients through on-demand
sales of products). |
| External Clients: |
OGDs, provincial agencies, private industry. |
| Existing Standards: |
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;
Laminating: established procedures; turnaround time: same working day (next
day if submitted late). |
Complaint
and/or Redress
Mechanism: |
Informal verbal to line management. |
External
User Fees: |
Fees are applicable depending on the nature of service
provided (full cost recovery). |
|
