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Table 3-7B: Policy on Service Standards for External Fees
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In November 2004, Treasury Board ministers approved the Policy on Service Standards for External Fees. The Policy requires departments to report on the establishment of service standards for all external fees charged on a non-contractual basis. In NRC's context, this policy applies to the following programs:
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A. External Fee |
Service Standard |
2006-2007 Performance Result |
Stakeholder Consultation |
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Fees charged for NRC-CISTI Document Delivery |
Direct – ordered electronically and delivered by Ariel or fax |
Process ordered within 24 hours* |
Delivered 89% of direct orders within 24 hours. |
NRC-CISTI conducted an Information Access and Delivery External Client Survey in November 2006. |
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Direct - ordered and/or delivered non-electronically |
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Direct - ordered electronically and delivered by Secure Desktop Delivery |
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Global – copies and loans |
Receive article they are seeking |
95% of orders filled. |
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Urgent |
Receive a response to orders within 2 hours |
99% of clients received response within 2 hours. |
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Client Contacts |
Client Satisfaction: less than 3% of orders processed result in client Help Desk contacts |
2.75% result in client Help Desk contacts. |
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NRC-IRC Publication Sales |
Order Processing |
Orders Processed within 2 weeks of receiving all required information. |
1-14 days = 88.5% |
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Client Comments/Complaints |
Respond within 2 business days |
62.5% within 1-2 business days. |
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Request for Information |
Acknowledged with 2 business days |
98% within 2 business days. |
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Certified Reference Materials Program (NRC-IMB) |
Orders |
Process and ship within 3 business days of receiving all the required information |
99% |
Response |
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Delivery Time |
Deliver within the 5 business days |
92% |
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Certified Reference Materials Program at NRC-INMS |
Turnaround time between reception of order and shipping of order |
3 business days |
678 orders. 91.15 % of order shipments met the standard. There were delivery problems due to personnel shortages for a short period in summer 2006, which lowered the average turnaround time. It is estimated that the figure would have been around 96% had the office been fully staffed. |
9.4% of customers responded: |