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CCI Newsletter, No. 38, 2007
Framework to Focus CCI Services
by Charles Costain, Associate Director General and Director of Conservation and Scientific Services, CCI
Introduction
The Canadian Conservation Institute (CCI) is constantly looking for ways to better meet the needs of the heritage community in Canada. Over the past year, we have developed a comprehensive approach for CCI's services.
We had three primary objectives in carrying out this review:
- to communicate our services to clients more effectively
- to ensure our clients are fully aware of the conditions under which a service is offered, i.e. the application process, the response time, any fees involved, etc.
- to improve our accountability to both clients and the Department of Canadian Heritage, through which we are funded
Included in the review were a clarification of our client categories and the services each is eligible to receive, new criteria for assessing service requests, formalization of service standards, a new revenue generation policy, and an updated fee structure.
Client Categories
CCI serves a wide variety of clients both nationally and internationally. However, not all clients are eligible for all services, and some services are provided under different conditions to different clients.
As part of our services review, we created a detailed breakdown of eligible client categories, and clarified what services each is eligible to receive, and under what conditions.
Our primary client category remains Canadian museums (note that the term "museums" is used here in a broad context to include public museums, art galleries, archives, libraries, and historic sites). These clients are eligible for all of CCI's services.
CCI Services
CCI offers many different services to assist Canadian clients with the preservation or investigation of their collections.
- We answer General Information Requests about conservation and the
care and handling of objects and collections from both museum personnel
and the general public. Most requests of this type are received through
Client Services. For standard questions, we refer clients to appropriate
publications or Web sites. For more complex/unique questions, we direct
them to the appropriate staff conservator or conservation scientist.
- We carry out Conservation and Restoration Treatments to retard further
deterioration of unstable artifacts, or to re-establish culturally significant
qualities. Treatments can range from minimal stabilization to extensive
restoration. In general, this service is available only to museum clients.
- Our Archaeological Services include both treatment of archaeological
objects and conservation field services, ranging from recovery of fragile
artifacts in the field to first aid for artifacts, including packing and
field storage.
- Under the broad category of Scientific Services, we analyse and examine
artifacts, and evaluate products and materials. Artifact analysis and
examination includes physical and chemical analysis of a variety of
materials, such as pigments, paint media, corrosion products, wood, fibres,
metals, and alloys. Some analyses, such as the detection of pesticides in a
museum collection or the identification of synthetic materials, can be
conducted at the client's site, but comprehensive analyses are carried out
in our laboratories in Ottawa. Documentation and examination of artifacts
can include visible, infrared, and ultraviolet photography; radiography;
and microscopy. Most of these services are provided to enhance the
understanding or preservation of artifacts. However, in some cases the
studies are conducted in support of museum acquisitions of artifacts,
or to investigate questions of attribution, authenticity, and fraud. We
also test materials and provide advice on their suitability for use in
the display, storage, and transport of heritage objects.
- We carry out Facilities Assessments to assist with the planning of
new heritage facilities or renovation of existing facilities with a focus on
preserving collections. We also conduct general surveys and assessments
of facilities to minimize the risks posed by agents of deterioration.
- We share our knowledge of conservation through publications and Training. Our training activities include internships, workshops (normally 2 days in duration), and Advanced Professional Development courses.
Fee Structure
Given the wide range of CCI services and the numerous client categories, the fee structure is quite complex. However, our key policy concerning fees is that Canadian museums receive services free if the work is carried out at CCI, and for a nominal user fee if CCI staff must travel to the client’s site to provide the service.
Most services to other clients are offered on the basis of partial or full cost recovery. Whenever a fee is associated with a service, it is always explained to the client and agreed to prior to service delivery.
To ensure that fees are charged in a manner that is both transparent and consistent, we have clarified what fees, if any, will apply to each service for each of the client categories. The fee structure is published on the CCI Web site.
Submitting Service Requests
Clients can contact CCI by phone, fax, e-mail, or regular mail. General information requests can be made by telephone, but all other services must be requested in writing.
The launch of CCI e-Services in April 2007 will provide an additional means of requesting CCI services. Through this online portal, clients can determine which CCI services they are eligible to receive, review any conditions for providing that service, submit a request for the service, and track its progress.
Applications for most services will be accepted throughout the year, and the requests assessed as they are received. However, we are initiating fall application deadlines and scheduled evaluation periods for treatments, internships, and workshops. These services are not only in high demand, but they also require a large investment of CCI time and advance planning. Scheduled intake periods will allow us to evaluate the applications more fairly and accommodate as many requests as possible.
Assessing Service Requests
Applications for our services generally exceed our capacity to provide them. Therefore, with the exception of general information requests, we can accept only some of the service requests we receive. To ensure that requests are selected fairly, we have developed a set of three assessment criteria based on the needs of the individual client, the benefits for the client, the broader benefits for the heritage community, and our ability to provide the service.
Assessment Criteria
The first criterion, impact on Canadian collections, examines the benefits of the service to either the preservation of the collection or an improved understanding of it. Usually this also reflects the direct benefit to the client (the owner of the collection or the artifact). There are two aspects to this criterion:
- the significance of the object or collection
- the use that will be made of the deliverable (depending on the service, the deliverable could be a conserved artifact, a report on the client's facility, etc.)
The second criterion, impact on the heritage community, looks at the broader benefits associated with the service. This could include:
- links to other CCI research and development projects, internships, workshops, and publications
- linkages or synergies described by the client
The final criterion, corporate considerations, takes into account practical concerns such as:
- balancing the distribution of our services by geographic location, size of institution, etc.
- aligning our work with the priorities of the Department of Canadian Heritage
- ensuring that we have, or can get access to, the personnel and equipment required to carry out the work
Service Standards
CCI has had service standards in place for several years. However, as a result of the current review, we have formalized these standards and will be communicating them more widely. The standards relate to:
- client satisfaction
- timeliness in responding to client requests
As in the past, we will assess a client's satisfaction by sending them a brief questionnaire following the completion of a service. Our established standard is that 95% of our clients will be satisfied or very satisfied with our service. The standard for timeliness in responding to service requests dictates that they be acknowledged within 2 working days. Acceptance or rejection of a request must follow within a set timeframe, which varies depending on the service.
Conclusion
Our work in examining CCI services is part of a broader program of review at CCI. In 2005-2006, we examined CCI's research activities ("Framework to Focus CCI Research", CCI Newsletter, No. 37, Spring 2006, pp. 13-14). In 2007-2008, we will be examining CCI's training activities.
Changes to CCI services are effective as of April 2007, as we return to full operation following completion of construction work on our main facility in Ottawa. We look forward to offering a complete range of services to our clients once again.
