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Response of Library and Archives Canada to the Round VII Management Accountability Framework
Action Plan 2010-2011

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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.

Area of Management TBS evaluation
20. Citizen-focused Service Acceptable

Not evaluated in Round VII

LAC Action Plan:

  1. LAC will conduct an on-site survey of users once per fiscal year.
  2. LAC will conduct monthly surveys of users at a distance in 2010-11.
  3. LAC will share the results of the surveys annually (on-site survey) and semi-annually (survey at a distance) with staff members and LAC consultative bodies (i.e., stakeholders).
  4. Service standards identified in the performance measurement framework will be reported to Management Board on a quarterly basis.
  5. Benchmarking with similar institutions will be done through the Institute for Citizen-Centred Service if funding is available.

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