LAC Hours of Service Meeting of the Library and Archives Canada Services Advisory Board November 30,...

LAC Hours of Service

Meeting of the Library and Archives Canada Services Advisory Board

November 30, 2007

Outline

• Background– LAC Services– September 2007 announcement

• Public Reaction • LAC Response• Issue for Decision• Options• Service Hours – Financial Estimates

Background – LAC Services

• LAC Transformation Period - 2004-2007 • Accomplishments:

– Services Branch created - client services - published and unpublished collections

– Reference Model– Rights Management Framework– LAC Genealogy Strategy – “Who Do You

Think You Are?” readiness– ATIP renewal– Restructuring – 395 Wellington

Background – LAC Services (cont.)

• Challenges:

– National LAC client services role

– Balance: existing/new services; service standards; traditional and emerging channels of service

– Allocated resource levels

• Next Step:

– Develop LAC Services Strategy

Background – September Service Hours Announcement

• LAC decision - July 20071. Shift resources to digital initiatives

2. Increased access to LAC collection 24/7, regardless of location

3. Respond to user behaviour

• Shift of resources across LAC• Internal re-allocation process – all areas contributed• $7 million allocated to 5 strategic choices• Those areas which were net contributors were

required to make necessary adjustments• Ongoing process

Background – September Service Hours Announcement (cont.)

• Insufficient time for client consultation• Implementation of new service hours:

– reduction in staff service hours– reduction in self-service hours

• No changes to service hours offered by Resource Sharing and Rights Management, nor by ATIP/Personnel Records

Public Reaction

• Criticism for lack of consultation• Criticism of restrictions to on-site access• Criticism of LAC digitization efforts -

inadequate• Comments about on-site service quality and

service standards– services deficiencies such as parking; broken

machinery; dirty microfilm; reprography restrictions/costs

LAC Response

• Thanksgiving: LAC announcement -- new consultation process; creation of Services Advisory Board (LAC SAB)

• October 23, 2007: delegation of users/representatives of user groups met with Mr. Wilson; LAC asked to restore hours

• November 7: mid-year review - LAC decision re additional self-service hours – November 26 implementation

• November 30: LAC SAB meeting - discuss options re hours of service and additional service improvements

Issue for Decision

• Issue:

– Use funds exclusively for additional service hours at 395 Wellington OR

– Consider what percentage expended on service hours and/or other service issues

• Financial challenge: make best use of funds available for services -- hard choices are required

• Two options are presented – LAC SAB may have others

Option (1)

Adding hours of service involves consideration of:– Time of day/day of week?– How many points of the five points of on-

site service are open?– How many service channels are open?– Professional LAC staff or volunteers or

commissionaires/students?– Back office effort required to support

direct client service

Option (2)

• Using funds for a broader range of service improvements involves consideration of:– Benefit to users – what matters most?– Long-term strategy and short-term fixes– Sufficient lead time to implement

effectively

Service Hours – Financial Estimates

• Five Points of Service:– Registration Desk  - costs included with 3 below – Main Reference Room - $230K – Main Consultation Room - $200K – Canadian Genealogy Centre - $80K – Special Collections Room - $50K

• Back Office Support - $200 K

• Costs are on a full year basis to restore 2.5 hours of service = $750K or $300K per hour