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2006-2007 External Fee Reporting Template 9-B: Policy on Service Standards for External Fees
| A. External Fee | Service Standard | Performance Result | Stakeholder Consultation |
| Entry Fees | 85% of visitors are satisfied | 100% of sampled locations exceed the standard1 | Standard is based on a long standing measure2 |
| Camping Fees | 85% of visitors are satisfied | 100% of sampled locations exceed the standard1 | Standard is based on a long standing measure2 |
| Lockage and Mooring Fees | 85% of visitors are satisfied | 100% of sampled locations exceed the standard1 | Standard is based on a long standing measure2 |
| Pools | 85% of visitors are satisfied | For the 2006 cycle no locations with this service were surveyed. | Standard is based on a long standing measure2 |
| Municipal Services | For water, the Guidelines for Canadian Drinking Water Quality (2002) is the standard. For Wastewater PCA meets Federal Guidelines (1976) for effluent quality. See Program Activity 5 Townsite Management for further details. A range of specific weekly garbage collection frequencies are established to respond to community needs. |
Canadian Drinking Water Guidelines and Sewage Effluent Quality Guidelines were met 100% of the time in 6 out 7 park communities. | Canadian Drinking Water Guidelines were established in 2002. Federal Guidelines for wastewater effluent were established in 1976 and Parks Canada leadership targets established in 1997. The leadership targets are used as the basis for consultation with communities. Garbage collection standards have evolved over time in response to individual community needs and specific frequency of pickups is set in consultation with users. |
| Other revenues | 85% of visitors are satisfied | 100% of sampled locations exceed the standard1 | Standard is based on a long standing measure2 |
Notes
- For further details please see Program Activity 4: Enhance Visitor Experience.
- Parks Canada has been using visitor satisfaction at surveyed sites as a measure of performance since 1996. The 85% satisfaction standard has been well established and communicated through the Agency’s corporate planning and reporting documents since 1999. In 1998 Parks also introduced a Quality Service Guarantee that applies to all visitor services for which fees are paid. This initiative ensures that visitors have an immediate recourse if they are not satisfied with the quality of service provided or do not believe that they received value for fees. Through the Guarantee, the concern is immediately addressed up to and including a refund of a portion or entire fee paid. This achieves the spirit of accountability for performance as contemplated by the User Fees Act, and exceeds the Act’s requirements by refunding the user-fee immediately to a dissatisfied client. This attention to and assurance of quality services explains why Parks Canada programs have been ranked among the top of all federal government services for client satisfaction in Citizens First (1998), Citizens First (2000), Citizens First (2003) and Citizens First surveys (2005).
