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Response of Library and Archives Canada to the Round IX
Management Accountability Framework
Action Plan 2012—2013

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Citizen-focused Service

Every day, the Government of Canada delivers a broad range of services that affect the well-being of individuals and organizations across Canada and abroad. Excellence in service delivery contributes to achieving public policy goals, offers a return on investment, increases the level of client satisfaction and promotes confidence in the government. Services represent a major investment for the Government of Canada.

Information technologies have significantly changed how Canadians access and use information. LAC must adapt to this new reality to stay relevant. From that perspective, LAC has to ensure sound service management practices, be client-service oriented and consider the views and needs of the public or its clients when developing new policies, programs, services and initiatives. LAC's service model is being implemented to ensure that the emerging needs of Canadian society in a rapidly changing digital environment are fully met.

In today's online environment, Canadians expect to find information easily, immediately and autonomously. In order to stay relevant in an increasingly interconnected society, LAC is committed to reorienting how it connects with Canadians. Given current budget realities, LAC must function with limited resources while seeking to expand its reach to Canadians. This means shifting its emphasis from traditional labour-intensive in-person approaches to approaches that leverage digital technologies and collaboration with users and other communities of interest, enabling much wider connections among citizens.

The goal of this new approach is to:

• ensure all Canadians can discover, contribute to and share LAC content when, where and how they wish;
• offer LAC content for the walls and screens of others;
• ensure immediate access to LAC content so that clients can use and repurpose that content to create new knowledge; and
• emphasize digital service delivery.

TBS Recommendations:

AoM 4 was not assessed in the current Round as it is assessed on a rotational basis. Therefore, the rating is carried over from the last Round that LAC was assessed on this AoM. All recommendations have been taken into consideration and measures have been taken to implement them. However, LAC will continue to modernize its services to meet the challenges of the 21st century.

LAC Action Plan:

9. Launch of the new Federal Public Sector Code of Conduct.
   • establishing a digital content strategy to support the growth of digital content;
   • launching a Portrait Portal for its national portrait collection; and
   • posting research tools online.
10. LAC will modernize its reference services by:
    • redesigning its interlibrary loan services; and
    • creating a unit of reference experts.
11. LAC will develop and launch digital kits with thematic content on documentary resources related to:
    • immigration;
    • Aboriginal peoples;
    • transportation; and
    • the prime ministers of Canada.
12. LAC will make it easier to find content by:
    • conducting a block review project to open government records; and
    • outsourcing the National Union Catalogue.

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