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Proactive disclosure Print version | International Division Earth Sciences Sector Service Standards
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"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." 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:
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:
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 Quality Management Advisor Executive Director, International Division Director General, Canada Centre for Remote Sensing Director, Geodetic Survey Division Director, Canada Centre for Cadastral Management/International Boundary Commissioner Director General, Mapping Services Branch Director General, Minerals and Regional Geoscience Branch Director, Polar Continental Shelf Project Director General, Policy, Planning, Information and Services Branch Director General, Sedimentary and Marine Geoscience Branch
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