1. LAC Hours 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LAC Transformation Period - 2004-2007 Accomplishments: –Services Branch created - client services - published and unpublished collections –Reference Model –Rights Management Framework –LAC Genealogy Strategy – “Who Do You Think You Are?”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 1.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

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 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

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