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Response of Library and Archives Canada to the Round VI Management Accountability Framework Action Plan 2009-2010

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 LAC needs to establish or modify its existing governance structure to ensure service oversight at the institutional level and use the performance information to identify goals and priorities for service improvement.

Indicators TBS evaluation
20. Citizen-focused serviceAcceptable

TBS recommendations:

  • LAC should establish or modify an existing governance structure to ensure service oversight at the institutional level.
  • TBS encourages LAC to use performance information, including the results of client satisfaction measurement and performance related to service standards, to identify goals and priorities for service improvement.
  • LAC should conduct client satisfaction measurement for key services using the Common Measurements Tool developed by the Institute for Citizen-Centered Service.
  • LAC should set institutional-level service related goals and priorities and communicate them to staff.
  • LAC should monitor the progress towards achievement of service improvement goals.
  • LAC should make its major consultations available on the Canada site (

LAC Action Plan:

  • LAC is fully compliant with the Common Look and Feel (CLF) Standards for the Internet priority 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 rest of the website. 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 60 percent of the LAC website CLF 1 site titles have been converted to CLF 2.0 (April 2010).
  • The senior management committee has a standing agenda item for Programs and Services Sector to emphasize the fact that the organization will be focusing on improving services at the highest organizational level. Decisions made about services will be included in the minutes of the management meetings and will be communicated to employees and clients.
  • In tandem with the above governance action, the recently reconstituted Services Committee has the delegated authority of the Assistant Deputy Minister, Programs and Services Sector (PSS), to make decisions in relation to public client services and will approve and recommend to LAC's Management Board those issues as appropriate. The Services Committee will ensure an integrated LAC-wide approach to the provision of services to the public. Internal and external communications will play a role in encouraging and sharing an increased understanding and commitment to LAC's integrated client service delivery approach.
  • LAC will establish a services inventory.
  • LAC will continue to gather information through regular surveys issued when a service is provided, advice from the Services Advisory Board, and feedback from existing clients. The information will be communicated to employees and the public.
  • The PSS Performance Measurement Working Group (PSS PMWG) will continue to undertake performance analysis, including the results of client satisfaction measurement, and identify service improvement issues which subsequently form part of the operational service delivery goals and priorities, including the involvement of other LAC sectors as appropriate. At the institutional level, LAC will determine clear objectives for service improvements based on risk management/impact analysis and communicate the results to its employees and clients.
  • The results of action plans based on client feedback will continue to be shared with both LAC's 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, and more broadly with Canadians via our website.
  • LAC will continue its work on establishing and improving its quality standards and will measure its performance in relation to these standards. The organization will continue to use the Common Measurements Tool to measure client satisfaction. The information that it obtains about its performance will be used to establish or review its goals for service improvements.
  • LAC will conduct comparative studies of other organizations in order to identify best practices in relation to services in its area of activity.

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