The following forms part of the supporting framework for conducting client satisfaction measurement initiatives within ESS.

Guidelines - these guidelines are meant to be used as a tool to support client satisfaction measurement activity across the Sector. The guidelines form the cornerstone of a "resource kit" which will include copies of surveys, etc. from areas within ESS and/or NRCan. This kit will be made available upon request for anyone considering an initiative.

Coordination & Support - for coordination purposes, a registry of initiatives occurring across the Sector will be developed and maintained. The registry form will provide ESS with a profile of the types of initiatives that are taking place across the Sector and enable us to put you in contact with others who may have undertaken an initiative similar to your own. This provides the Sector with a greater capacity to coordinate activity, to share ideas and resources, and to develop a more comprehensive system of measurement. Registry forms (a sample of which is included in Appendix B) will be required to be filled out at the time of project inception, and will outline information such as rationale, collection methods, contact person, etc. These forms will be made available through the International Division office (telephone 996-9559).

From a consultative or support perspective, as part of the framework, advice for your particular initiative can be obtained through NRCan Communications (as well as ESS Communications), International Division, or the Sector Quality Management Advisor (See Appendix A, Key Contacts). If you are unsure as to whom to contact for your particular concern relating to CSM, contact the International Division office at 996-9559 for assistance.

Client Database Development - client databases of varying types and formats exist throughout ESS. Development of these databases is important to support client satisfaction measurement. The International Division encourages and supports client database development including standardized approaches to capturing data which will make it easier to obtain feedback directly from clients. (Some areas of ESS, such as the Satellite Acquisition Services in CCRS, are currently using commercially available software programs to track and monitor client activity).

Training - training and support for CSM and quality improvement is coordinated through the Sector Quality Management Advisor (see Appendix A, Key Contacts).

Sector-Wide Indicators - Corporate priorities and business goals as identified in the Sector Business Plan will have an influence on the aspects of client satisfaction you choose to measure (as an example, now that Service Standards are in place for most areas of ESS, the focus will now shift to the measurement stage).