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Table 3 (page 11) identifies key performance areas along with their associated indicators, sources and measurement frequency. The performance indicators will enable program management to assess progress and performance in achieving their goals. The indicators (in nine performance areas) presented in this section of the report were developed in a workshop involving senior staff and management in the Programs and Services Sector. They are linked with specific outputs, immediate outcomes and intermediate outcomes of the logic model (Figure 2).
When this RMAF was being developed, the Programs and Services Sector had a total of 13 performance indicators in place under Activity 1.3. The Sector was measuring and reporting on these indicators regularly in the form of Quarterly Performance Reports. The performance indicators in this report will replace the previous 13.
In the process of developing these indicators, a number of other potential indicators were identified. These additional indicators are not part of the performance measurement plan for Activity 1.3, but are included in this report in Appendix A.
As the PSS is the interface between LAC and the Canadian public, the Sector has adopted a client-centric approach for measuring performance. Performance Areas 1, 2, 6, and 7 (Table 3) will help to reveal how clients are using Canada's documentary heritage. The more administrative indicators, specifically those under Performance Areas 8 and 9, are also client dependent. The amount of document delivered reflects client demand. The number of people visiting LAC, whether for exhibitions, events, online or to access services in person is an indication of use of the collection. From the indicator under Performance Area 4, one can infer that establishing many, valuable partnerships will expand client reach. The indicator listed under Performance Area 3 will shed light on the reputation of LAC from a client perspective. Finally, the indicator for Performance Area 5 deals with a more direct measure of client satisfaction.
The Programs and Service Sector will develop a more specific methodology for collecting performance data and will report on these indicators. The performance measurement conducted over the next several years will help to inform the formative and summative evaluations.
Table 3 indicates the linkages between the PAA structure and the indicators at the output and immediate outcome levels. Intermediate level indicators are linked at the Activity level. Indicators for the ultimate outcome of Program Activity 1.3 have not yet been identified, as it was not possible to do so at the time that this RMAF was being developed. The Programs and Services Sector intends to develop indicators for this ultimate outcome in the next few years. In the interim, success toward achieving the ultimate outcome will be assessed based on inference from results of immediate and intermediate level outcomes.
Similarly, when this RMAF was being developed, it was not possible to identify indicators for two of the intermediate outcomes in the logic model ("improved skills acquisition and development" and "expanded audience"). These will also be developed in the next several years.