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The Earth Sciences Sector (ESS) was created as part of the 1995 reorganization of Natural Resources Canada and combines the former sectors of Geomatic Canada and the Geological Survey of Canada, along with the Polar Continental Shelf Project into a single administrative unit. ESS provides a national focus for the acquisition, interpretation, maintenance and distribution of maps, information, technology, standards and expertise concerning the Canadian landmass and offshore in the fields of geoscience, geodesy, mapping, surveying, and remote sensing.
The mission of ESS is to provide innovative, timely and reliable geomatics and geoscience knowledge, advice, products and services to meet client needs. To this end, ESS provides a comprehensive geoscience and geomatics knowledge base to support public sector activities in Canada and investment decisions and operations by the Canadian private sector at home and overseas. It extends logistics support to Arctic science through the Polar Continental Shelf Project. The outputs of Geomatics Canada include geographical information, topographic maps and aeronautical charts, legal surveys of Canada Lands, data concerning the international boundaries between Canada and the United States, France (St. Pierre and Miquelon) and Denmark (Greenland), geodesy for precise positioning, and applications of remotely-sensed Earth observation data. The Geological Survey of Canada provides the geoscience framework for mineral and petroleum exploration across the landmass and offshore, knowledge for environmental assessment and land use planning, and helps Canadians mitigate the impact of hazards, such as earthquakes and toxic substances in the environment, and adapt to the impacts of climate change.
More specifically, key activities carried out within ESS include:
ESS delivers its services to its clients through several delivery channels: e-mail, in-person, Internet, telephone, trade fairs and mail. The CTCS Service Commitment applies equally to all delivery channels.
ESS is committed to delivering quality services that are prompt, dependable and cost effective. These services are regularly reviewed and improved upon, incorporating feedback obtained from clients. Although the complexity as well as the nature of services provided by the various Branches/Divisions within ESS may vary, all clients receive the same basic standards of service.
ESS strives to ensure quality by following, where possible, processes based on national or internationally recognized standards, e.g., 4-5 units are already ISO 9000 registered with most units to be so over the next few years. There is also a commitment that key service activities are be managed in a way that ensures accountability and evaluation by monitoring and regularly reviewing key service objectives and associated performance. As well, ESS frequently assesses clients' needs and adapts, where possible, services and accountability standards to meet those needs.
All key services provided to external clients by ESS have specific service standards, which were initially developed in 1996-97. In addition, for all general inquiries, staff pledge to abide by the following code of conduct when dealing with customers:
ESS aims to provide quality service that meets or exceeds its customers' requirements. As part of its continuous improvement process, client feedback on quality of service is extremely important to ESS. Hence, regardless of the service provided, ESS provides clients with a feedback mechanism (e.g., in the form of a contact person, comment card) in order for the client to forward comments.
In terms of complaints regarding service provided by ESS, if after communicating with the responsible project manager the specific concern has not been addressed to the client's satisfaction, the client is encouraged to contact the Director General/Director of the appropriate Branch or Division or to the Executive Director of Business Development. ESS attempts to respond to complaints within two weeks of its receipt.
ESS has identified about 30 service standards on its website, most of which relate to accessing a service or to turnaround or response time in providing the service.
In the Fall of 1998, at the request of the ADM of ESS, NRCan's Audit and Evaluation Branch undertook an audit of about 20 specific ESS' service standards. The primary objectives of this audit were to review and assess whether ESS is meeting established service standards and using performance information to improve its services. In addition, where performance is being measured, the audit team:
The audit found that, although systematic measurement of service standards in some areas needs improvement, the commitment of individuals responsible for providing the service standards was without question. Service providers were aware of and committed to the need to provide timely, effective and quality service to all clients. In some instances, measurement strategies could be improved with the implementation of more sophisticated electronic tracking equipment, database management resources or project management systems. ESS has responded favourably to the findings and has acted upon most of the recommendations.
Around the time of the audit, ESS was updating its Client Satisfaction Measurement (CSM) activity to ensure a consistent understanding within ESS of what is meant by CSM and a more systematic orientation for CSM activity. The CSM activities, including surveys and focus groups, are intended to not only measure and report on how satisfied clients are with a particular product or service, but also to seek to identify the gaps between levels of satisfaction and client expectations and priorities. In addition, since client interests are likely to change over time, they are to be continually monitored to ensure that appropriate levels of satisfaction and approval are maintained. The intent is to use the CSM activity to assess the appropriateness of the service standards.
ESS has exhibited the following exemplary practices in its approach to developing, implementing, monitoring and using its service standards:
Need to Gain Credibility with Clients
Need to Earn Commitment and Credibility of Staff
For more information on the services provided by the ESS, please contact:
Patrick Lloyd
Business Policy Analyst
Business Development Office
Earth Sciences Sector
Natural Resources Canada
Tel 613-996-9559
Fax 613-995-8737
Internet pat.lloyd@geocan.nrcan.gc.ca