ARCHIVED - National Research Council Canada

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:

• NRC-CISTI Document Delivery
• NRC-IRC Publication Sales
• The Certified Reference Materials Program jointed operated by NRC-INMS and NRC-IMB

A. External Fee

Service Standard

2006-2007 Performance Result

Stakeholder Consultation

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.
NRC-CISTI conducted 20 interviews with researchers who access scientific, technical and medical in March 2007.

Direct - ordered and/or delivered non-electronically

Direct - ordered electronically and delivered by Secure Desktop Delivery

Global – copies and loans

Receive article they are seeking

95% of orders filled.

Urgent

Receive a response to orders within 2 hours

99% of clients received response within 2 hours.

Client Contacts

Client Satisfaction: less than 3% of orders processed result in client Help Desk contacts

2.75% result in client Help Desk contacts.

NRC-IRC Publication Sales

Order Processing

Orders Processed within 2 weeks of receiving all required information.

1-14 days = 88.5%

Client Comments/Complaints

Respond within 2 business days

62.5% within 1-2 business days.

Request for Information

Acknowledged with 2 business days

98% within 2 business days.

Certified Reference Materials Program (NRC-IMB)

Orders

Process and ship within 3 business days of receiving all the required information

99%

Response
Rate 13%
73.5% very satisfied
24.5% satisfied
2% somewhat satisfied
0% dissatisfied

Delivery Time

Deliver within the 5 business days

92%

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:
84% very satisfied
11% satisfied
5% somewhat satisfied
0% very dissatisfied
If it is assumed that 100% of non-respondent were satisfied, then 99.6% of customers were satisfied.