ARCHIVED - Canadian Heritage

Fees charged for the processing of access requests filed under the Access to Information Act (ATIA)

Response provided within 30 days following receipt of request; the response time may be extended pursuant to section 9 of the ATIA.  Notice of extension to be sent within 30 days after receipt of request.

The Access to Information Act provides fuller details: 
http://laws.justice.gc.ca/en/A-1/218072.html.

90% of requests were completed within the prescribed time-frame.

Requests that are more cpomplex require additional time to process.

This service standard is established by the Access to Information Act and the Access to Information Regulations. 

Consultations with stakeholders were undertaken by the Department of Justice and the Treasury Board Secretariat for amendments done in 1986 and 1992.

B. Other Information: N/A

Certification Fee

Issuing certificates 8‑10 weeks from the date the application is received and deemed complete.

90% of the time CAVCO was able to issue the certification within this period.

In a client survey conducted in 2003, clients have expressed their satisfaction with our delivery period.

B. Other Information

CAVCO will launch a Client Survey in 2008.

Special publications and products

Prices for special publications and products are determined by a comparison with market prices, the prices for other CCI publications, as well as the size, content and printing costs for publishing the product.

CCI responds to general questions or requests for details concerning service within two working days when requests are telephoned or e-mailed to Publications Sales, to Customer Service, or through online forms on the CCI Web site or on the “Preserving My Heritage” site.

CCI processes orders for publications and special products within the week following receipt of payment for them.

The packaging materials and procedures used by CCI are designed to ensure that less than 2% of its material arrives defective.

This data will not be available until end of September 2007. See the explanation under “Preservation information management system” in Section B of this document.

N/A

Learning opportunities-workshops

CCI offers 14 workshops at a cost of $500 each. Clients are eligible for one regional workshop per fiscal year (April 1 to March 31).

Additional workshops are available for a fee of $500 and all expenses (transportation, accommodation, daily allowance, travel time, materials, transportation and equipment rental).

CCI maintains an overall client satisfaction rate of 95%, based on 11 quality parameters (see note on parameters).

CCI responds to general questions or to requests for details concerning service within two working days when requests are telephoned or e-mailed to Learning Opportunities, Customer Service, or through online forms on the CCI Web site or on the “Preserving My Heritage” site.

CCI responds to new requests within three weeks. Clients are notified of the acceptance or rejection of their request within a period of eight weeks, at which time they are also informed of whatever terms, conditions and fees might be applicable.

In the case of regional workshops, clients are notified of the acceptance or rejection of their request within eight weeks of the December 1 deadline for submitting applications.

99% would recommend the course to someone else.

Data on the general rates of satisfaction will be available at the end of September 2007.

Provincial museum representatives took part in provincial consultations on February 7, 2007, to identify client needs and set up the programming for the 2007-2008 workshops.

Library services

Photocopies, facsimiles, book and video cassette loans: no fees for Canadian clients and libraries, minimal charges for foreign clients: US$10 for up to 20 pages (including shipping and handling); US$.20 for each additional page; Facsimiles: US$1 per page; Loans: US$10 per book (including shipping and handling).

Replacement costs for loss or damage: cost of the item plus a $50 processing fee.

CCI responds to general questions or requests for details concerning service within two working days when requests are telephoned or e-mailed to the Library, to Customer Service, or through online forms on the CCI Web site or on the “Preserving My Heritage” site.

CCI processes requests for photocopies, books or facsimile transmissions within the week following receipt of the request.

100 % of the requests are processed within one week.

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B. Other information:

Client categories: CCI places clients in one of 18 categories, used to determine their eligibility for various services and the fees payable for these services.

The 11 quality parameters for the client satisfaction survey are: Processing of the request, acknowledgment of receipt of the initial request, explanation of fees, explanation of service provided, communications in the course of the project, speed of service, quality of service, usefulness of service, quality of documents supplied (reports), attitude of personnel (friendly, courteous, competent), overall value.

Preservation information management system: Is currently being prepared and will be available only in 2008-2009. Proteus, CCI’s existing system, can only partly verify processing times and cannot give exact data on effective response times by type of service.

 Publications

Publication request acknowledged within two business days.

The two day acknowledgement request was met in 7 out of a total of 12 orders.

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B. Other Information

CHIN is shifting its priorities from selling printed publications to providing publications at no charge to the public on its website.  In this way, CHIN can share its research and expertise with a greater number of Canadians and worldwide audiences.