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Response of Library and Archives Canada Management and - Accountability Framework Assessment Round V (2007–2008)

Citizen-focused Service

Since the Results for Canadians report was written, the Government of Canada has aimed for the following: "Services are citizen-centred, policies and programs are developed from the 'outside in' and partnerships are encouraged and effectively managed."

With respect to this component, LAC has made clear commitments to Canadian citizens by including two major objectives in its strategic decisions, i.e., incorporating citizen and client research results and evaluations into institutional decision making, and systematically using collaborative agreements to support the institution in carrying out its mission. Insofar as LAC is no longer limited to providing well-established services to a traditional clientele, it will better pinpoint the needs of Canadians in the area of documentary heritage. In a changing and increasingly demanding environment, LAC will no longer carry out its mission independently, but will rely on collaborative agreements and create more partnerships to do so.

In terms of "Citizen-focused service," TBS gives LAC an acceptable rating. TBS notes, however, that although LAC has established service norms that are communicated to clients, very little has been measured. TBS also notes that the institution is fully satisfying its obligations as far as official languages are concerned.

Indicators TBS evaluation
20. Citizen-focused serviceAcceptable

TBS recommendations:

  • LAC needs to measure performance relative to service standards for each service and communicate the results to clients.
  • Measure client satisfaction for each service using the common measurements tool and communicate the results to clients.
  • Make information on consultations available on the LAC website.
  • Increase its capacity for accessible Web development (e.g., using CLF 2.0 template) and develop processes to ensure consistent common look and feel compliance across the Web presence.

Action plan:

  • LAC has created a programs and services sector (PSS) performance measurement working group (PMWG).
  • LAC has created the Services Advisory Board (SAB), a group of representatives drawn from a wide range of current and potential LAC clients from diverse backgrounds and regions of Canada. The SAB examines issues directly related to the services aspect of LAC's mandate. The SAB provides advice on service-related issues to the assistant deputy minister of the PSS, who is the Chair of the SAB.
  • The results of the current measurement tools such as client comment cards and Web pop-up surveys is being communicated to the SAB.
  • The results of quantitative and qualitative analysis of client feedback is shared with the SAB and posted on LAC's website.
  • The Services branch held its first public consultation session in February 2008. The outcome of this client engagement was posted on LAC's website. Service improvements have been and continue to be implemented based on the client feedback received.
  • The quantitative and qualitative analysis of data obtained through such instruments as client comment cards and pop-up surveys are incorporated in monthly and quarterly reports. The Services branch integrates client feedback through continuous service improvements which it communicates directly to clients via the LAC website and through the SAB.
  • Client feedback and resulting service improvements are made available on LAC's website and are also shared and discussed at SAB meetings held three times per year.
  • The Access to Information and Privacy unit has established service standards that are reported on annually. The PSS-PMWG will examine how best to incorporate service standards for the various client services it oversees (April 2009).
  • The PSS uses client satisfaction indicators as outlined in its performance measurement framework. Such measurement instruments as the client comment cards and Web pop-up surveys are based on the common measurements tool. The PSS-PMWG will examine the potential of further implementation of the common measurements tool within its performance measurement framework (April 2009).
  • LAC is fully compliant with CLF 1 and has been for many years. LAC has already implemented CLF 2.0 in the top levels of its website, and has a comprehensive plan in place to implement it across the website by December 2008. LAC is in close communication with the CLF office at TBS. LAC is using a phased-in approach to implementation, converting websites and products both by category and according to complexity. To date, approximately 50 precent of CLF 1 sites have been converted to CLF 2.0 (April 2009).

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