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– Services Branch created - client services - published and unpublished collections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