Vision Statement

"As Canada's principal earth sciences agency, the Earth Sciences Sector will provide Canadians with timely and reliable geomatics and geoscience knowledge, products and services of the highest standards and in the most cost-effective manner possible. Through an ongoing commitment to quality services and the excellence of its employees, the Sector will maintain a strong, positive impact on Canada's national well-being, continually seeking innovations in its delivery of programs and in the way it works with its clients, stakeholders and partners."

Introduction

The Role of the Earth Sciences Sector (ESS):

The Earth Sciences Sector of Natural Resources Canada comprises three principal organizations engaged in the study of earth sciences and related technology - the Geological Survey of Canada, Geomatics Canada, and the Polar Continental Shelf Project. Together with corporate services, they support the Sector's main roles of gathering, processing, interpreting, disseminating, and archiving geomatics and geoscience information for the benefit of all Canadians.

More specifically, key activities carried out within ESS include:

• developing and maintaining national data bases incorporating geoscience and geomatics information from disciplines such as surveying, mapping, remote sensing, geology, geodesy, geophysics, and geochemistry;
• conducting research and developing technology in areas such as the long-term management and sustainable development of energy and mineral resources, mineral exploration concepts, mineralogy, gravity, analytical chemistry, data acquisition, digital mapping, remote sensing and geographic information systems;
• producing and distributing digital and paper-based products such as topographic and thematic maps, geological and geophysical maps, cadastral plans and maps, geodetic data, aeronautical charts, aerial photographs and satellite imagery, as well as other publications related to the fields of geomatics and geoscience;
• conducting geodetic, legal, geological and geophysical surveys at the regional, national and international levels;
• providing logistics support for scientific research in the High Arctic;
• conducting research and providing information on both the origin of and potential for hydrocarbon and mineral resources in Canada;
• regulating and maintaining the International Boundary between Canada and the United States;
• providing information on natural geological hazards in Canada such as earthquakes, landslides, etc.;
• providing support to Canadian companies in the fields of geomatics and geoscience, both in Canada and abroad;
• contributing to national and international initiatives in related areas such as standards;
• providing land survey services to First Nations;
• providing geoscience and geomatics library information services.

All activities carried out in ESS support government objectives relating to issues such as national sovereignty, defence, the environment, socio-economic development and aboriginal initiatives. The Sector supports the development of technologies and the fostering of growth in related expertise in both the public and private sectors. It aims to improve Canada's international competitiveness through international agreements and export market development, in cooperation with Canadian geomatics and geoscience industries.

Earth Sciences Sector Service Goals:

ESS is committed to delivering quality services that are prompt, dependable and cost effective. These services will be regularly reviewed and improved upon, incorporating feedback obtained from our clients. Although the complexity as well as the nature of services provided by the various Branches/Divisions within ESS may vary, all clients will receive the same basic standards of service.

ESS will strive to ensure quality by following, where possible, processes based on national or internationally recognized standards. There is also a commitment that key service activities will be managed in a way that ensures accountability and evaluation by monitoring and regularly reviewing key service objectives and associated performance. As well, ESS will frequently assess clients' needs and adapt, where possible, services and accountability standards to meet those needs.

Service Standards for General Inquiries:

All key services provided to external clients by ESS will have specific service standards which are identified in this publication. In addition, for all general inquiries, staff pledge to abide by the following code of conduct when dealing with our customers:

• Answer inquiries promptly;
  
  Whether it be in person, by telephone, fax, mail or via the Internet, ESS will aim to answer your inquiries promptly and accurately. For personal visits to Sector retail or library facilities during working hours, our goal will be to assist you within five minutes of your arrival. In response to general telephone inquires, if, on the first contact with ESS we are unable to handle your inquiry directly, you will either be transferred immediately to a person who can, or you will be contacted by an appropriate person within one working day. ESS will attempt to respond to your inquiry by telephone within two working days. When employees are away from their office for two working days or longer, the voice-mail greeting on their telephone will contain information regarding their return as well as an alternative phone number to obtain information in their absence. For general requests received by other electronic media such as fax, e-mail or Internet, ESS will aim to respond to your inquiry within two working days of receipt. For written correspondence, responses will normally be mailed to you within five working days of receipt.
  
  In many cases, the nature of the inquiry (regardless of the medium used) dictates the length of time required to respond. However, as a general rule, should a reply to an inquiry take longer than two weeks, we will contact you to explain the reasons for the delay and inform you as to when to expect a response;
  
  
• Identify ourselves in all correspondence - whether verbal, written, or electronic;
  
  
• Serve you in a friendly, courteous and professional manner, in either official language.

Feedback Mechanisms and Complaint Handling:

ESS aims to provide quality service that meets or exceeds our customers' requirements. As part of our continuous improvement process, your feedback on our quality of service is extremely important to us. Hence, regardless of the service provided, ESS will provide you a feedback mechanism (in the form of a contact person, comment card, etc.) in order for you to forward us your comments.

In terms of complaints regarding service provided by ESS, if after communicating with the responsible project manager your specific concern has not been addressed to your satisfaction, you should contact the Director General/Director of the appropriate Branch or Division as listed below under "Principal Contacts at ESS" (see also Figure 1). If you are not sure to whom you should address your concern(s) or you have a complaint of a more general nature regarding ESS, please contact either the Executive Director of Business Development or the Quality Management Advisor. We will attempt to respond to your complaint within two weeks of its receipt and, if for some reason this is not possible, we will inform you and indicate when you can expect a reply.

Principal Feedback/Complaint Contacts at ESS:

Assistant Deputy Minister, Earth Sciences Sector
tel. (613) 995-3001, fax (613) 992-8874

Quality Management Advisor
tel. (613) 947-7353, fax (613) 992-8874

Executive Director, International Division
tel. (613) 996-0441, fax (613) 995-8737

Director General, Canada Centre for Remote Sensing
tel. (613) 947-1222, fax (613) 947-1382

Director, Geodetic Survey Division
tel. (613) 995-4282, fax (613) 947-3602

Director, Canada Centre for Cadastral Management/International Boundary Commissioner
tel. (613) 995-4341, fax (613) 992-1122

Director General, Mapping Services Branch
tel. (613) 947-0793, fax (613) 995-2000

Director General, Minerals and Regional Geoscience Branch
tel. (613) 995-4093, fax (613) 996-6575

Director, Polar Continental Shelf Project
tel. (613) 947-1601, fax (613) 947-1611

Director General, Policy, Planning, Information and Services Branch
tel. (613) 996-9551, fax (613) 943-8296

Director General, Sedimentary and Marine Geoscience Branch
tel. (613) 995-2340, fax (613) 996-6575

If you have any questions concerning this publication or would like further information on service standards in ESS, please telephone us at (613) 996-9559. For further information on the Earth Sciences Sector, come visit us on the Web.