CCI Newsletter, No. 24, November 1999

Opening the Front Door to CCI

by Mary-Lou Simac, Client Services Manager

Access to CCI services and free advice became easier in April 1998 with the establishment of the Client Services unit. Although still a one-person operation (albeit with the aid of many colleagues), this service continues to grow in popularity as more and more individuals and organizations take advantage of this new 'front door'.

Dozens of inquiries are received from the general public and the professional community every month. Questions and requests for advice can (and do) come from a wide variety of sources, and arrive via telephone, fax, e-mail, the CCI Web site, or in person. Non-technical inquiries are handled directly and immediately by Client Services. Questions that require scientific or technical advice are referred to the appropriate conservator or scientist. Each inquiry is entered into a database and followed up to ensure that the client gets a response. It is one of the ongoing challenges to ensure that nothing 'falls between the cracks'.

During the 1998-99 fiscal year, Client Services received 757 inquiries, with more than 50% of the requests during the initial 6-month developmental period coming from the general public. Queries covered such diverse topics as what to do about fungal growth on 19th-century Chinese silk panels, the preservation of WWI helmets, and the most suitable paint to use in museum storage areas. One of the most popular questions (from millennium-conscious individuals and organizations) regarded time capsules. Not included in the above figures are the many technical inquiries our professionals receive directly from museum and conservation colleagues. [These individuals are invited to contact Client Services directly for information requests that are unrelated to their usual contact's specialty.]

A lot of information about CCI services is also available on our revamped Web site, with its soon-to-be-completed Conservation Information database. Visitors to the site who have questions or comments can reach Client Services directly by using the feedback form.

Handling and responding to inquiries is just one aspect of Client Services. Client satisfaction levels are also monitored by sending questionnaires to clients for whom CCI has completed projects. The feedback generated in this way is very useful in pinpointing areas where service improvements can be made. Another important function is contributing to the planning of CCI's participation in museum and conservation conference trade shows, which provide an opportunity for staff to interact directly with clients and colleagues.

In the federal public service environment, where agencies are continually being asked to tighten their belts while at the same time improving performance standards, CCI's new Client Services unit is committed to providing professional service and satisfaction to clients in a timely and efficient manner.

There are many ways to reach Client Services:

Mail (or in person):
Canadian Conservation Institute
1030 Innes Road
Ottawa ON K1A 0M5
Canada
Tel: (613) 998-3721
Fax: (613) 998-4721
cci-icc_services@pch.gc.ca
Web site: http://www.cci-icc.gc.ca