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Table 19: Client-Centred Service

(1) Service	(2) Service Standards by Type	(3) Performance against Service Standards	(4) Client Satisfaction Scores	(5) Common Measurements Tool Used	(6) Responding to Results	(7) Planning to address missing elements
With Charges: 7	Timeliness: 6 Access: 6 Accuracy: 6	6	1	0	See tables 19a and 19b below.
Without Charges: 12	Timeliness: 7 Access: 7 Accuracy: 6	7	4		0

Table 19a) Services with External Charges

Service (list)	Where performance and client satisfaction was measured, comment on what actions are planned or have taken place to respond to results.	Where performance and client satisfaction are not measured, comment on plans to establish service standards and / or client satisfaction measures.
Sale of Hydrographic Charts and publications	CHS is responding to the Advisory Board* request to better synchronize the paper and digital product lines.
Processing of Access requests filed under the Access to Information Act	Performance was rated as satisfactory, therefore intent is to try to maintain this current level of performance.	No plans to start measuring client satisfaction at this time.
Maintenance Dredging Services Tonnage Fee	Review of Levels of Service (LOS) is underway to validate the LOS and service standards provided. Clients will be closely engaged in this process. Adjustments to authorities may be sought to respond to changes requested.
Marine Navigation Services Fee
Icebreaking Services Fee
MCTS - CCG Radio Communications Charges
Issuance of Commercial Fishing Licence Fees	N/A	No plans to establish service standards at this time.

* Canadian Hydrographic Service established service level targets through extensive consultation with stakeholders and reports against these at Canadian Marine Advisory Meetings and on the web.

Table 19b) Services Without External Charges

Service (list)	Where performance and client satisfaction was measured, comment on what actions are planned or have taken place to respond to results.	Where performance and client satisfaction are not measured, comment on plans to establish service standards and / or client satisfaction measures.
Access to tidal predictions and real-time water level information (CHS)	No action required.	N/A
General Enquiries	The service has been consistently meeting its standards for performance and client satisfaction. No new actions are planned.	N/A
Aids to Navigation**	Review of Levels of Service (LOS) is underway to validate the LOS and service standards provided. Clients will be closely engaged in this process. Adjustments to authorities may be sought to respond to changes requested.
Waterways
Marine Communications and Traffic Services (MCTS)**
Icebreaking**
Environmental Response (ER)
Search and Rescue (SAR)	SAR Needs Analysis to be completed. Consultations with clients and stakeholders planned for 2007.
Aboriginal Inland Habitat Program	Performance was measured based on DFO's Results-based Management Accountability Framework (FMAF) for the Aboriginal Inland Habitat Program that was relevant to specific management actions.	Not applicable - RMAF is in place.
Conservation and Protection of Fish Habitat	Actions taken include implementing the Environmental Process Modernization Plan (EPMP) to improve delivery of the Habitat Management Program.	DFO plans to repeat its EPMP related survey questionnaire, which includes client satisfaction measures, in fiscal year 2007-09.
Environmental Assessments	Actions taken include implementing the Environmental Process Modernization Plan to improve management of Environmental Assessments for major projects.	DFO plans to repeat its EPMP related survey questionnaire, which includes client satisfaction measures, in fiscal year 2007-09.
Data reporting and dissemination of statistics to clients via statistical services website.	N/A	Plans to establish standards and client satisfaction measures will be done in coordination with the activities and projects under the Management Action Plan to improve the Department's statistical information of fisheries, which is currently underway.

** These line-items refer to the services that are not cost-recovered, as the services that are cost recovered are referred to in the subsection on services with External Charges.

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