Starting on February 13, 2012, Library and Archives Canada (LAC) will begin the phased implementation of its new approach to service delivery.
Information technologies have modified how the vast majority of Canadians find and use information. Memory institutions like LAC must adapt to this new environment to remain relevant to as many Canadians as possible.
LACís service statistics provide a vivid illustration of this digital revolution. Our website now gets close to half a million visits per month. In contrast, LACís in-person service hub located at 395 Wellington Street, receives about 2,000 visits per month. These two service points are also trending in opposite directions, with online consultations increasing rapidly, and in-person visits declining slowly but steadily.
The implementation of a digital service approach to deliver more and more services via electronic means, constitutes a major milestone of the Modernization initiative. This will lead to significant adjustments to our front-line services at 395 Wellington Street, as LAC explores technological opportunities to interact with clients via innovative channels and videoconferencing.
Below, you will find the timeline for front-line service changes at LACís 395 Wellington Street facilities.
Phase 1: February 13, 2012 Ė end of March, 2012
Phase 2: April 2, 2012
LACís goal is to shift its service model from a largely in-person approach to service to a largely unmediated (self-serve) approach focused on enhanced virtual access to content and services. With these planned changes, LAC will firmly position itself as an institution where all Canadians will be able to discover, engage with, and share LACís rich content when, where, and how they want it.