LAC Hours of Service

1. LACHours of Service Meeting of the Library and Archives Canada Services Advisory Board November 30, 2007

2. Outline • Background • LAC Services • September 2007 announcement • Public Reaction • LAC Response • Issue for Decision • Options • Service Hours – Financial Estimates

3. 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• LAC Transformation Period - 2004-2007 • Accomplishments: • Services Branch created - client services - published and unpublished collections • Reference Model • Rights Management Framework • LAC Genealogy Strategy – “Who Do You Think You Are?”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

4. 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

5. Background – September Service Hours Announcement • LAC decision - July 2007 • Shift resources to digital initiatives • Increased access to LAC collection 24/7, regardless of location • 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

6. 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

7. 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

8. 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

9. Issue for Decision • Issue: • Use funds exclusively for additional service hours at 395 WellingtonOR • 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

10. 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

11. 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

12. 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