Evaluation of Public Services: Online Access (2019–2020 to 2023–2024)

On this page

• Executive summary
• Introduction
• Scope of the evaluation
• Methodology and limits of the evaluation
• Program profile
  • Description
  • Context of the Public Services Program, 2017–2018 to 2023–2024
• Key findings—access to LAC’s collections
  • Digitization: between ambition and complexity
  • Online access to born-digital and published heritage content
• Key findings—user experience
  • Improvements to LAC’s website
  • Enhancing user autonomy in searching the collections online
  • Mechanisms for collecting online user comments and feedback
• Key findings—contribution of programs facilitating access to collections
  • Contribution from other LAC sectors to online access
  • Metadata as a foundation for online research
• Key findings—financial and human resources for online access
• Conclusion
• Recommendations
• Appendix A: Management action plan
• Appendix B: Methodology and evaluation questions
• Appendix C: Program resources
• Appendix D: Case study: First and Second World Wars in LAC’s documentation
• Appendix E: Performance measurement strategy
• Appendix F: Performance indicator tables
• Appendix G: Logic model of Public Services Program, 2019–2020 to 2023–2024
• Appendix H: Bibliography

Executive summary

This executive summary presents the key findings and recommendations from the targeted evaluation of online access within Library and Archives Canada's (LAC) Public Services Program.

Evaluation scope

The evaluation covers the five-year period from 2019–2020 to 2023–2024 and examined the following questions:

• To what extent have program activities contributed to the achievement of expected short- and medium-term outcomes?
• To what extent are user experience (UX) design and client feedback (such as client satisfaction surveys and user experience testing) collected and used to improve access and better meet user needs?
• How do LAC's internal processes and the activities of other LAC programs facilitate client access to LAC’s collections, including online access?
• How have financial and human resources evolved over the period covered by the evaluation?
• To what extent have improvements been made to the Program since the last Public Services Program evaluation?

Findings

The evaluation reveals that significant improvements and considerable efforts have been undertaken over the past five years (e.g., website redesign, consolidation of Collection search, indexing of 1931 census data, the development of digitization and metadata strategies). Despite this progress, barriers to access remain. This evaluation confirms the persistence of access challenges first identified in the 2017 Evaluation of the Access to Documentary Heritage Program, including the need for stronger inter-program coordination, clearer task prioritization, and further improvements to search tools and website support.

The evaluation highlights the following key findings:

• Despite sustained digitization efforts, only a small proportion of digitized material is made available online. This is mainly due to access restrictions and insufficient metadata. In addition, LAC's collaborative digitization efforts are not fully leveraged for online access. A key challenge is the absence of a seamless discovery process on the LAC website, which fails to provide clear or direct pathways for users to access digitized content hosted on partner platforms.
• While some digital collections are already available online—such as Theses Canada and the Government Web Archive—access to LAC’s published heritage and born-digital content remains severely limited. This is largely due to copyright restrictions and the institution's lack of a digital access system—a model successfully implemented by other institutions to overcome these same obstacles.
• While regular and experienced users generally find LAC's revised website intuitive and easy to navigate, ongoing adaptation is needed to better support new and unfamiliar users and to address the diverse needs of the wider public. Although LAC has made progress in strengthening online user autonomy through database integration and user-centred initiatives, challenges remain due to the complexity of certain searches and the absence of fully integrated support tools.
• Various means are in place to capture and collect online user comments and feedback. Efforts are currently underway to centralize this feedback in order to facilitate its analysis, better coordinate LAC's response, and ultimately, enhance user services.
• Insufficient archival metadata is a barrier to comprehensive access and online research. The evaluation found that while LAC has made progress in its metadata practices, the limited granularity of its archival metadata prevents precise and comprehensive searching of its collections.
• Although the importance of online access is well understood, progress is hindered by several internal factors, including difficulties in translating broad goals into concrete plans and a lack of clear roles and responsibilities. Despite having skilled staff, LAC would benefit from more clearly defined priorities to enhance the effectiveness of its improvement efforts.

Recommendations

In a spirit of continuous improvement, program management, in collaboration with LAC's internal stakeholders, should:

Recommendation 1: Increase the amount of content available online

To improve online access, LAC should prioritize expanding access to its digital collection by focusing on high-value materials and born-digital content of interest to users. To support discoverability, the digitization process must provide content with robust metadata, while also leveraging AI capabilities to improve content indexing and search. For born-digital content, it is recommended that LAC explore methods used by other organizations to provide digital access while respecting copyrights. Furthermore, LAC should enhance the user experience by improving the integration of content digitized through external partnerships. This involves creating a seamless discovery process that provides a clear pathway to a wider range of digitized materials hosted on partner platforms.

Recommendation 2: Strengthen LAC's framework for online access

LAC should establish mechanisms that will guide the prioritization of activities and resource allocation, ensuring coherent and targeted improvements for online access. In addition, it is crucial to clearly define roles and responsibilities for all key players supporting online access, including clarifying shared responsibilities for metadata governance.

Recommendation 3: Improve the online user experience and autonomy of all users

To increase collection use and support new users and those unfamiliar with navigating the complexities of LAC’s collections, LAC should continue to pursue a user-centric approach focused on lowering barriers to access. This involves simplifying the research process to enable greater user autonomy. For example, the institution could integrate contextual help tools directly into its website and applications; develop more targeted tutorials, simplified research guides, and personalized features; expand available content; improve Collection search; and streamline core online services.

Management’s response and action plan

Management’s response to the recommendations and the proposed action plan are presented in Appendix A.

1. Introduction

This report presents the results of the targeted evaluation of online access for Library and Archives Canada's (LAC) Public Services Program. Although this evaluation targets only the online access component of the Program, some components are being evaluated for a second time since 2016–2017.^{Footnote 1} This evaluation is included in the Departmental Program Evaluation Plan 2024–2029, which was approved by the Departmental Performance Measurement and Program Evaluation Committee.

2. Scope of the evaluation

The evaluation covers the five-year period from 2019–2020 to 2023–2024 and examined the following questions:

• To what extent have program activities contributed to achieving expected short- and medium-term outcomes?
  • LAC's documentary heritage is increasingly accessible and consultable online.
  • To what extent do clients have access to documentary heritage collections, in accordance with LAC's service standards?^{Footnote 2}
• To what extent are UX design practices and client feedback (such as client satisfaction surveys and UX testing) used to improve access and meet user needs?
• How do LAC's internal processes and the activities of other LAC programs facilitate client access to LAC’s collections, including online access?
  • How do current practices at LAC integrate a user-centric online approach?
  • How could LAC's metadata creation practices, including descriptions, support a user-centric Collection search experience?
• How have financial and human resources evolved during the years covered by the evaluation?
• To what extent have improvements been made to the Program since the last public services evaluation? This comparison will focus on the following elements, which contribute to online access to the collections:
  • Creation and format of metadata/collection descriptions to facilitate searching and access.
  • Collection digitization for access purposes.
  • The development and digitization of finding aids enabling users to find what they are looking for.
  • The improvement of the LAC website as a means of accessing online content and assisting with searching LAC's collections.
  • Access barriers: do access barriers still exist? Are they still the same or have new access barriers been added since 2017–2018?

3. Methodology and limits of the evaluation

The evaluation was conducted in accordance with the Treasury Board Policy on Results^{Footnote 3} and Directive on Results^{Footnote 4} of 2016. The methodology was based on a mixed-methods approach combining qualitative and quantitative data sources, including a literature and internal documents review, interviews with key informants from several LAC sectors, and an analysis of financial and performance information. The results of a user satisfaction survey of LAC’s services were also used to support the analysis. The methodology is presented in more detail in Appendix B.

Given that performance data^{Footnote 5} was limited, the evaluation team mitigated this limitation by triangulating data from the other aforementioned sources. While user survey data was utilized, the primary findings presented in this evaluation are largely based on the opinions of LAC employees and internal document review.

4. Program profile

4.1 Description

The Library and Archives of Canada Act^{Footnote 6} states that LAC's mission is to acquire, preserve, make known, and make accessible the documentary heritage of Canada to Canadians and to anyone interested in Canada.

According to the Program Inventory description, the Program's objective is to fulfill this mission by providing access to LAC's collections through various means, including direct services (reference and consultation services, genealogy services, copy services/reprography); the digitization of collections and making them available on the LAC website; and the creation of guides and tools that facilitate research within the collections. Direct services are delivered through multiple channels, including in person, by phone, by mail, by email, and online. LAC offers in-person services at its four service points in Ottawa, Halifax, Winnipeg, and Vancouver. LAC offers its full range of services at its three offices located outside the National Capital Region.

4.2 Context of the Public Services Program, 2017–2018 to 2023–2024

The Public Services Program was created as part of the implementation of the Policy on Results and the Departmental Results Framework (DRF) in 2017–2018. The Program's activities were previously part of the Documentary Heritage Access Program. This former Program had a broader scope and included description activities and services offered under the Access to Information Act and the Privacy Act. Access to information and privacy (ATIP) activities have been included in the dedicated ATIP Program since 2023–2024, while collection description was integrated into the three acquisition and processing programs for Government Archives, Private Archives, and Published Heritage in 2017–2018.

The Program's strategic context has also evolved since 2017–2018, with LAC unveiling the Vision 2030 Strategic Plan in June 2022, which places users and access to collections at the heart of the organization's priorities. Within the strategic direction developed by LAC's Management Team for the 2024–2027 period, the strategic objective remains: prioritizing the user by promoting access to information. Transforming public services is one of the five organizational priorities. Through this transformation, LAC aims to reach new audiences, better serve existing users, and make its collections known to the widest possible audience. The service transformation also aims to renew the service offering in anticipation of the upcoming opening of the shared facility with Ottawa Public Library, Ādisōke, in 2027. Another strategic priority is improving access to collections through increased digitization efforts, deploying a robust metadata strategy, and enhancing LAC's systems.

The period covered by this evaluation was also marked by the COVID-19 pandemic, starting in March 2020. An evaluation of the pandemic response revealed that the provision of in-person services was significantly impacted by the closure and restricted opening of LAC’s consultation points of service. Online services, however, were not affected. Pandemic management was also examined in a separate evaluation focused on lessons learned from COVID-19 at LAC; the findings of that work help to contextualize certain results presented in this evaluation.

5. Key findings—Access to LAC’s collections

The evaluation sought to assess the extent to which program activities contributed to making LAC's collections more accessible and consultable online. The evaluation also examined whether the online digital content offered has increased since the last evaluation and whether progress has been made regarding metadata since the last evaluation to facilitate online access.

The evaluation found that online access of LAC's collections has improved; however, access remains low in two key areas: digitized content and born-digital and published material. Only a limited number of collections are readily available to the public online. Although significant digitization work is underway, the online publication of digital content is often limited by access restrictions and the lack of metadata.

This evaluation noted the persistence of access barriers previously identified in the 2017 Evaluation of the Access to Documentary Heritage Program. The barriers identified in 2017 included, in particular, the need to strengthen coordination among the various programs supporting access to the collections, as well as the need to improve the search and navigation tools on the LAC website to facilitate searching the collections.

5.1 Digitization: between ambition and complexity

Finding 1: Despite sustained digitization efforts and a notable increase in digitized content, only a small proportion of digitized material is available online due to access restrictions and lack of metadata.

Key informants highlighted the organization's digitization efforts in recent years aimed at allowing more people to discover its collections. LAC has also developed its 2023–2030 Digitization Strategy, which establishes its vision for digitization in the coming years and ensures that a broad public can discover and access its collections. The approximately 10 million additional census records that have been made available for online consultation were also cited as a great step forward in enabling online access. This allowed for an increased use of the collections for socio-demographic purposes while it was mostly for genealogical purposes before. This shift occurred because all fields of the census were transcribed and made searchable, not just those of interest to genealogists, thereby making the census data relevant to broader audiences.

Despite this success, key informant interviews indicate that online access to the collections could be greatly improved. The challenge lies less in the volume of digitized material than in the extent to which it is made available online.

Figure 1: Number of images digitized from LAC’s collections

Source: Digitization Services, Preservation and Digitization Branch, LAC

The interviews, combined with program data, indicate that only a fraction of the collections digitized by LAC is—or can be—made available on its website. As detailed in Table 1, in 2024–2025, of roughly 10 million images digitized from LAC's collections, about 2.5 million images will be posted on the website of partner Internet Archive Canada, while about 500,000 images can be made available on the LAC website (excluding certain ATIP releases).

The limited availability of digitized content online is primarily due to legal constraints, such as copyright and privacy protection, as well as an insufficient metadata. Issues concerning access to content digitized through external partnerships will be addressed in the following section on partnerships. It should be noted that digitization is also used to meet specific needs, such as reprography for individuals and ATIP requests, which do not necessarily result in the systematic posting of digitized content online. LAC also chooses to digitize certain restricted-access collections to facilitate access, such as the Federal Indian Day School records not posted online.

Table 1: Breakdown of digitization activities from 2020–2021 to 2024–2025

Fiscal year	Total	ATIP and litigation	Repro. / Digi. on demand	Day School	Indigenous Initiatives (WAHSS)	Transition for ĀdisōkeFootnote 7	Internal requestsFootnote 8	Preserv. plan	Digi. with partnersFootnote 9
2020–2021	2,194,092	858,857	405,506	0	17,315	778,961	5,726	127,727	0
2021–2022	2,304,369	1,385,705	476,044	0	14,729	274,598	119,305	33,168	820
2022–2023	3,480,613	1,515,059	1,129,779	8,824	284,074	51,907	385,631	105,339	0
2023–2024	5,706,774	2,453,838	637,451	1,963,158	236,028	19,203	117,632	312	279,152
2024–2025	10,018,285	2,720,950	447,203	3,790,440	271,524	2,126	11,100	202,848	2,572,094
Link in catalogue		Linked	Most unlinked	Most unlinked	All linked	Most unlinked	Most unlinked	Most unlinked	Most unlinked

Source: Digitization Services, Preservation and Digitization Branch, LAC

According to interviewees, to maximize the impact of digitization for a wider audience, it is imperative to prioritize projects focused on online access by targeting documents of interest to the public that are free of access restrictions and supported by metadata.

Finding 2: Collaboration with external partners has significantly increased the volume of digitized content accessible online. However, LAC's collaborative digitization efforts are not fully leveraged for online access. A key challenge is the lack of a seamless discovery process on the LAC website, which fails to provide clear, direct pathways for users to access digitized content hosted on partner platforms.

Collaboration with external partners such as the Canadian Research Knowledge Network^{Footnote 10} (CRKN) is recognized as a significant driver for increasing the volume of digitized heritage content accessible online. However, despite the success in expanding digitized holdings, a key challenge lies in facilitating seamless online discovery and direct engagement with this content for LAC's users.

A notable factor is that partners often host digitized materials from LAC's collections directly on their own platforms. This arrangement frequently reflects the terms of the partnership agreements, which in some cases provide no mechanism for transferring content back to LAC or impose short-term embargo. The critical issue is not necessarily the physical or electronic return of these digitized documents to LAC's internal systems, but rather the lack of clear, direct, and user-friendly links from LAC's main online catalogue or website to content hosted externally by partners.

Internal interviewees emphasized that LAC's website should more prominently feature these partner-hosted digital resources and provide intuitive pathways for users to access them. Stronger promotion of these collaborative digitization efforts is also necessary to fully leverage their potential for public access.

5.2 Online access to born-digital and published heritage content

Finding 3: Although certain digital collections are already available online, access to LAC’s published heritage and born-digital content remains severely limited. This is largely due to copyright restrictions and the institution's lack of a digital access system—a model successfully implemented by other institutions to overcome these same obstacles.

Born-digital documents are materials originally created and stored in a digital format. Examples include Canadian e-books, e-journals, electronic records, music, pictures, movies and websites. LAC acquires a vast amount of this content, but very little of it is made available online. This remains a significant challenge, with few exceptions such as the Theses Canada portal and the Government of Canada Web Archive. These two examples provide open access to master's theses, doctoral dissertations, government web content, and materials on topics of national interest, such as the Olympic Games or the COVID-19 pandemic. While they demonstrate successful models for online access, they also underscore the broader gaps in availability in other areas of the collections.

The limited online access to LAC's born-digital and published heritage content is primarily due to two factors: copyright restrictions and the lack of a digital access system. In Canada, a publication is generally protected by copyright for the life of the author plus 70 years following their death. After this period, the work enters the public domain and can be used freely by anyone, including being made openly accessible online. While copyright laws hinder the free sharing of works, other national institutions have successfully implemented models to provide a controlled environment for public access.

The landscape of digital access to collections

Many institutions have moved beyond simply providing bibliographic information and on-site access. To offer online access to copyrighted digital publications, two main models are commonly used: the licensing model and the controlled digital lending model.

Licensing

As mentioned during interviews, some national institutions provide broader access to published heritage through licensing models by paying a group of publishers for a license that allows all its members to access a collection of e-books or databases online. Notable examples of this approach include the National Library of Australia and the Bibliothèque nationale de France, which enrich their digital platforms by acquiring licenses for selected works. The Bibliothèque et Archives nationales du Québec primarily uses the licensing model for lending a selected group of digital publications for a limited time.

Controlled digital lending

Controlled digital lending (CDL) allows a library to digitally lend a digitized version of a physical book it legally owns on a “one-to-one” basis, meaning only one digital copy can be in use for every physical copy held by the institution. CDL is mostly used for unique published heritage materials and out-of-print works, or for works for which no commercial digital license exists, to ensure permanent access and fulfill the institution’s stewardship mandate.

6. Key findings—User experience

The evaluation examined how online access practices are integrating a user-centred approach to facilitate online access to LAC’s collections. The positive impacts of such an approach were emphasized, as were some persistent challenges.

The evaluation noted that significant improvements have been made to the LAC website since the last assessment. These enhancements have improved navigation and access to the collections. However, the evaluation identified the need for continuous adaptation and areas for improvement, such as search optimization, better support for new users, development of customized functionalities, and better communication of changes to users.

An iterative approach grounded in UX expertise and focused on user needs remains essential to ensuring an intuitive, effective online experience for disseminating Canada's documentary heritage.

6.1 Improvements to LAC’s website

Finding 4: While regular users generally find LAC's website intuitive and easy to navigate, ongoing adaptation is needed to better support new and unfamiliar users and to address the diverse needs of the public.

The evaluation found that LAC has made progress in enhancing its online presence. According to internal informants, the website redesign, undertaken with the support of UX experts, led to a number of key improvements, including optimized navigation, consolidation of the Collection search tool, the addition of thematic content and updating of existing content, the removal of redundant pages, and the rephrasing of texts in clearer, more accessible language. These changes have made the site more intuitive for many users. This is supported by an external survey^{Footnote 11} where 75% of clients reported being satisfied with their overall experience on the LAC website.

However, challenges remain in meeting the needs of both new and regular users. While the redesign was a major step forward, the relocation of certain thematic web pages caused frustration among long-standing users who were accustomed to the previous navigation. This highlights the ongoing need for adaptation to provide a consistent and positive user experience for all clients, and to balance the benefits of a modern design with the expectations of a diverse user base.

Furthermore, the introduction of the Collection search tool was described as a major advancement by internal informants, as it centralized multiple databases to simplify archival content retrieval. This is reflected in the external survey results, where 63% of users surveyed successfully found what they were looking for when using the tool, and 72% were satisfied with the service overall.

Despite this success, the evaluation found that the user experience is still not optimal for many. According to the survey, less than half of users (47%) agreed that the search was intuitive, while nearly a quarter (23%) disagreed, suggesting room for improvement in search usability. The quality and relevance of search results also remain a significant challenge. Users identified key areas for improvement, including the need for better filtering and sorting options (55%) and improved item descriptions (51%), which would allow users to better navigate LAC's extensive holdings and pinpoint desired documents. Furthermore, 69% of surveyed clients who used Collection search indicated that adding more digitized items would improve their experience.

Interviewees highlighted that adopting an iterative, user-centred approach to developing new online features has proven highly effective in meeting user needs and preferences. They emphasized that creating and maintaining a website that serves its users requires multidisciplinary expertise in content, design and access, with web and UX teams playing an essential role in placing user needs at the heart of their actions. This ongoing optimization, driven by attentive listening to user feedback and continuous adaptation to technological advancements, is crucial.

6.2 Enhancing user autonomy in searching the collections online

Finding 5: LAC has made significant progress in strengthening online user autonomy through database integration and user-centred initiatives, but challenges persist regarding the complexity of some searches and the lack of integrated support tools.

Interviews with key informants highlighted several successful initiatives aimed at strengthening online user autonomy. For instance, the consolidation of multiple census databases into a single access point within Search the censuses was described as a success for facilitating the search for demographic data. Furthermore, the transition to an integrated approach, moving away from isolated databases (Gen apps), is a positive development, with a notable number of databases already integrated into Collection search and the main LAC website.

Despite this progress, several challenges continue to hinder user autonomy. The complexity of some searches, particularly for users not familiar with archival research methods, remains a challenge. While LAC offers valuable research guides and tools, their effectiveness is limited. The external survey revealed that while 60% of clients have used these tools and 74% found them helpful, a significant portion of users are not engaging with them, as 30% of clients who had not used the tools cited a lack of awareness as the reason. This suggests that while the content is useful, it's not sufficiently visible or integrated into the user's research journey.

To improve support and autonomy, interviewees advocated for several key changes. They stressed that if applications integrated help tools directly—such as manuals, FAQs, tutorials and research guides—users would become more independent. They also noted that reintegrating research guides and tools that were removed during the website redesign could be beneficial. Beyond research tools, internal informants advocated for streamlining core online services like account creation and document ordering to lower barriers to access for newcomers. They believe that providing a truly intuitive and effective search experience requires an ongoing, user-centred strategy that actively addresses the inherent complexity of archival research.

Finally, interviewees noted that the creation of innovative digital content like virtual exhibitions and thematic videos not only enhances the value of LAC’s collections but also helps to make them more accessible and engaging to a wider audience.

Using the case study below, the evaluation aimed to assess how easily online user uninitiated in research methods could access high-demand documents from the LAC collection, specifically those related to the First and Second World Wars. The case study revealed that it is possible for a user to obtain information about the First World War on the LAC website, though it wasn't necessarily easy. However, it is more difficult for a user to find content of interest related to the Second World War on the LAC website.

Additional comments^{Footnote 12} gathered from users trying to access these records highlight various other issues, with some unable to locate them at all. Several users have also voiced frustration over the difficult-to-navigate and poorly digitized nature of the records, which are scattered across different categories and not always fully searchable. Additionally, some clients are confused by the process for accessing restricted documents, leading to unexpected delays and difficulties in obtaining the information they need.

6.3 Mechanisms for collecting online user comments and feedback

Finding 6: Various means are in place to capture and collect online user comments and feedback. Efforts are currently underway to centralize all received feedback to facilitate its analysis, better coordinate LAC's response, and ultimately, improve user services.

During the interviews, participants were asked if they received comments and feedback from users. LAC recognizes the importance of user input and is actively working to improve its collection and analysis. We were informed that LAC receives numerous comments through various channels (the website, email, in person, phone) and mechanisms, including online forms and surveys. Historically, each team had its own method for gathering user feedback, but a process has been implemented to centralize its compilation and analysis. The collected comments are analyzed and categorized before being shared with the sectors responsible for follow-up.

Interviewees stated that LAC integrates user feedback as a strategic lever for improving its tools and services. This approach involves an in-depth analysis of comments to resolve reported issues, enrich website content, and guide the development of new functionalities. Identifying trends and prioritizing subsequent actions help optimize digital offerings. To evaluate the effectiveness of the changes made, LAC works to measure their impact and identify potential areas for improvement. Key informants stated that the goal is to consolidate the implementation of the user feedback framework.

At the same time, we were informed during the interviews that a proactive feedback approach is being deployed. It aims to gather user perspectives upstream and during the design phase of new solutions. The User Experience team conducts in-depth analyses, including interviews and tests, to inform the design of innovative systems and functionalities. The analysis of data related to user interactions with LAC products, such as search queries and usage patterns, complements this approach and translates into the continuous improvement of digital tools like Collection search.

According to interviews conducted with key informants, implementing a client relationship management system could prove beneficial for centralizing and processing user requests, thereby optimizing workflows within the various services. Such a tool would facilitate the management of multiple feedback streams and enhance customer service efficiency. By placing a strong emphasis on user feedback and engagement, LAC ensures the continuous evolution of its online services, enhancing their usability, accessibility, and responsiveness to the evolving needs of researchers and the public.

7. Key findings—Contribution of programs facilitating access to collections

The evaluation examined LAC's internal operations and the coordination of efforts to promote access to collections, including online access. Complexities related to the synchronization of initiatives and the prioritization of objectives between different sectors were noted.

7.1 Contribution from other LAC sectors to online access

LAC's programs are all part of a continuum of activities designed to facilitate access to its collections. They cannot be strictly evaluated in isolation due to their interdependence and the impacts they have on each other. Description and metadata activities contribute to access to the collections through online discovery, as do those of the acquisition and processing for Government Records, Private Archives, and Published Heritage. These programs contribute to collection access through the collection descriptions and metadata they produce, which enable searching across the collections.

Finding 7: Although awareness of the importance of online access is evident, the effectiveness of intersectoral support is hindered by challenges in translating vision into actionable plans, coupled with insufficient clarity in roles and responsibilities and limitations in high-performing systems.

While the diversification of initiatives within LAC is ambitious, it has at times complicated prioritization and resource allocation, potentially hindering progress in expanding online access. Interviewees indicated that despite increased awareness of the importance of online access and the presence of high-level frameworks such as Vision 2030 and the 2024–2027 Strategic Direction, these overarching objectives provide only broad guidance. Given the scale and complexity of the undertaking, there is a clear need for more precise strategic goals and clearer direction on their practical implementation.

Observations from the evaluation suggest that the primary challenge lies in effectively translating these high-level aspirations into concrete, actionable execution plans. This includes defining specific steps, clearly assigning roles and responsibilities, and ensuring the necessary systems and resources are effectively deployed to achieve tangible improvements in online access. Many participants advocated for the development of a comprehensive online access strategy. This strategy should clearly define LAC's vision for access, identify key priorities and measurable objectives, including concrete projects.

Key informants also underscored the critical need for a more precise definition of roles and responsibilities among all players supporting LAC's online access function, noting that such clarity is essential for coherent and effective progress. Specifically concerning archival metadata, interviewees emphasized that its governance is a shared responsibility; however, informants pointed out that the current framework often lacks clear data governance and an understanding of data ownership. For example, well-intentioned projects, such as creating guidelines for digital records, have been done in isolation without an overarching organizational strategy. As a result, many informants suggested consolidating metadata-related roles and functions to centralize guidance, support decision-making, and ensure greater consistency and strategic alignment across the institution.

7.2 Metadata as a foundation for online research

Finding 8: While LAC has made progress in its metadata practices, the limited granularity of its archival metadata and system limitations currently acts as a barrier to comprehensive access and precise online discovery of its collections.

The evaluation examined the extent to which metadata associated with LAC's collections facilitates the access. While progress has been made in metadata practices since the last evaluation, including the creation of the 2019–2024 Collection Metadata Strategy and the ingest of close to 60 million entries in Collection search, challenges related to archival collection metadata continue to impact the user experience.

The effectiveness of access to and searching within LAC's collections is intrinsically linked to the quality and granularity of the metadata ingested. Metadata serves as the cornerstone for the discovery and use of archival resources, acting as a crucial navigation system within a vast sea of information.

7.2.1 The need for file and item-level metadata for access

Interviews with key informants highlighted gaps in the level of detail of metadata supporting research and access to LAC’s collections. According to respondents, these shortcomings are partly a result of description practices predating the establishment of consistent standards now in use.^{Footnote 13} According to current performance data, 24.4% of government records have file- or item-level metadata (FIM), while the ratio is at 52.59% of private archives. Overall, close to 30% of textual archival records, combining both private and government archives, have FIM. Based on these estimates, there are approximately 14 million FIM left to create for government records and 1.7 million for private archives.

Consequently, interviewees stated that without this information, users may find it difficult to locate specific content directly through online portals, often obliging researchers to seek direct assistance or make physical trips to LAC. As noted, metadata functions as a comprehensive digital filing system, paramount for quickly and effectively finding specific items or files within an archival fonds.

7.2.2 Optimizing search tools for archival online search and access

Finding aids are tools for enabling online access to a national archives' holdings. They act as an intellectual roadmap for archival collections, guiding researchers through the context and organization of vast holdings. These structured documents, which typically move from a broad collection description to more granular details at the file or item level, provide the context and organization that support the discoverability of archival material. For experienced researchers accustomed to navigating them, LAC’s progress in integrating digitized and indexed finding aids into its Collection search is a great step forward.

However, finding aids are not the ideal end state for the general public. While an excellent resource for specialists, their hierarchical structure and specialized language can be a significant barrier to discovery for a casual user. They are designed to find-by-context, not to provide direct access to the content itself. This distinction is critical, as the general public and many researchers expect a more user-friendly, Google-like search experience that provides immediate access to digital items.

7.2.3 The need for user-centric description practices

According to some interviewees, developing user-informed metadata would facilitate searching the collections. User-centred metadata, as described by informants, shifts the perspective from the creator and the archivist to the end user, recognizing that users may not understand traditional archival hierarchies or terminology.

Essentially, this approach is about using data and user perspectives to inform descriptive practices and data models. This includes making strategic decisions on which fields are described and to what extent to maximize access. The goal, they conveyed, is to make content more accessible and discoverable by understanding how users search for and interact with information, allowing descriptive practices to evolve based on actual user needs and behaviours rather than being prescriptive about specific language updates.

Key informants also suggested integrating Equity, Diversity, Inclusion, and Accessibility (EDIA) principles into metadata development to ensure it is respectful and representative of diversity.

7.2.4 Metadata and linked data: catalysts for innovation

Key informants mentioned that linked data, which weaves connections between data from different collections and systems, should be adopted, especially given the potential of artificial intelligence (AI) to be leveraged for transcription and data analysis and the use of AI for metadata enrichment. Interviewees noted that linked data is important because it fosters research and discovery by creating explicit connections between people, places, and subjects across various collections.

However, informants also highlighted that the full integration and leveraging of linked data are currently constrained by existing system functionalities and the foundational structure of LAC's archival information systems, which are not natively designed for such advanced data models. Despite these current limitations, interviewees further observed that developing metadata that fully embraces user needs, including the strategic adoption of linked data, represents a demanding yet necessary and important investment, which must be part of a comprehensive vision for accessing LAC's collections.

7.2.5 Archival system limitations

Key internal informants interviewed also mentioned that the MIKAN archival information system, despite its foundational role, presents significant challenges that impede comprehensive online searchability of LAC's archival collections. Interviewees noted that MIKAN's design, with its numerous open text fields, makes it difficult to maintain data consistency. They added that data is siloed within MIKAN itself and from external, more detailed datasets, preventing seamless navigation between related records. Informants and internal documentation conveyed that MIKAN's current functionalities and system architecture are outdated as they cannot support modern features like linked data. The management of MIKAN is reactive instead of proactively prioritizing features that would improve user access.

According to key evaluation informants, the plan to replace the MIKAN archival information system is generating high expectations, as its current obsolescence hinders the integration of data, and migration to a new system is deemed crucial to removing barriers to online access. Respondents stressed the importance of a new system facilitating the integration of existing data, thus avoiding silos, and emphasized the importance of prioritizing data quality, accuracy and access ahead of any migration.

8. Key Findings—Financial and Human Resources for online access

Finding 9: Although LAC has skilled employees and is working to improve online access, more clearly defined priorities are needed to optimize the impact of these efforts.

During the interviews, participants often emphasized the significant effort required to provide optimal online access to LAC's collections and advocated for a strategic focus on the most urgent needs. They emphasized the importance of prioritization to prevent efforts from becoming scattered and to maximize the effectiveness of actions.

Continuous investment in digital access is viewed as an imperative, representing the primary entry point for a growing number of users. In addition, the integration of artificial intelligence technologies, such as Transkribus, to analyze and extract data from digitized documents, photographs, and audiovisual materials holds significant promise. Beyond data extraction, these technologies can facilitate metadata generation and provide enhanced research tools and support, generating strong interest across the field.

A crucial point raised by interviewees centred on the importance of retaining and developing qualified personnel, especially those with expertise specific to LAC's needs. They emphasized the need to acquire or strengthen data science skills. Such specialists are considered crucial for analyzing collection data and improving access to collections by enhancing search and discovery.

9. Conclusion

The evaluation of online access revealed that, despite notable improvements and considerable efforts undertaken over the past five years, access to online content remains an ongoing endeavour requiring further development. To optimize the digital access of LAC's collections, it is essential to develop an approach that explicitly considers the access needs of users in order to consolidate achievements and pursue further improvement.

The evaluation revealed that availability of LAC's digital content has significantly increased, particularly with the addition of around 10 million census-related documents. On the other hand, only a fraction of the overall content digitized can be made publicly available online and the amount of born-digital and published heritage content available is severely limited. This situation is due to various factors that can limit the dissemination of certain documents, such as copyrights, the presence of personal information, and the lack of metadata.

Through its recent website redesign and key initiatives, the institution has successfully improved navigation and centralized search, creating an improved experience. However, the work to fully meet the diverse and evolving needs of all users is an ongoing effort. Moving forward, the strategic imperative is to build on this success and focus on the next phase of development: making the online journey even more seamless and enriching. By simplifying services and introducing more engaging content, the institution can leverage its digital platform to enhance the user experience for both seasoned researchers and newcomers alike. This commitment, coupled with an active approach to gathering and acting on user feedback, positions LAC to not only serve its existing clientele but also to welcome new generations of users into the national memory.

10. Recommendations

In a spirit of continuous improvement, program management, in collaboration with LAC's internal stakeholders, should:

Recommendation 1: Increase the amount of content available online

To improve online access, LAC should prioritize expanding access to digital collections by focusing on high-value materials and born-digital content of interest to users. To support discoverability, the digitization process must provide content with robust metadata, while also leveraging AI capabilities to improve content indexing and search. For born-digital content, it is recommended that LAC explore methods used by other organizations to provide digital access while respecting copyrights. Furthermore, LAC should enhance the user experience by improving the integration of content digitized through external partnerships. This involves creating a seamless discovery process that provides a clear pathway to a wider range of digitized materials hosted on partner platforms.

Recommendation 2: Strengthen LAC's framework for online access

LAC should establish mechanisms that will guide the prioritization of activities and resource allocation, ensuring coherent and targeted improvements for online access. In addition, it is crucial to clearly define roles and responsibilities for all key players supporting online access, including clarifying shared responsibilities for metadata governance.

Recommendation 3: Improve the online user experience and autonomy of all users

To increase collection use and support new users and those unfamiliar with navigating the complexities of LAC’s collections, LAC should continue to pursue a user-centric approach focused on lowering barriers to access. This involves simplifying the research process to enable greater user autonomy. For example, the institution could integrate contextual help tools directly into its website and applications; develop more targeted tutorials, simplified research guides, and personalized features; expand available content; improve Collection search; and streamline core online services.

Appendix A: Management Action Plan

Recommendations	Management Response	Action Item	Expected Completion Date	Responsible/Lead
Recommendation 1: Increase the amount of content available online To improve online access, LAC should prioritize expanding access to digital collections by focusing on high-value materials and born-digital content of interest to users. To support discoverability, the digitization process must provide content with robust metadata, while also leveraging AI capabilities to improve content indexing and search. For born-digital content, it is recommended that LAC explore methods used by other organizations to provide digital access while respecting copyrights. Furthermore, LAC should enhance the user experience by improving the integration of content digitized through external partnerships. This involves creating a seamless discovery process that provides a clear pathway to a wider range of digitized materials hosted on partner platforms.	Management accepts this recommendation.	Develop an online access and digitization roadmap that lays out priority projects to be completed over the next three years, including how best to leverage partnerships to meet those goals.	March 31, 2027	ADM, UXE in collaboration with ADM, Collections
Recommendation 2: Strengthen LAC's framework for online access LAC should establish mechanisms that will guide the prioritization of activities and resource allocation, ensuring coherent and targeted improvements for online access. In addition, it is crucial to clearly define roles and responsibilities for all key players supporting online access, including clarifying shared responsibilities for metadata governance.	Management accepts this recommendation.	Develop a mechanism to monitor and track digital access roadmap including identifying roles and responsibilities across LAC.	March 31, 2027	ADM, UXE, in collaboration with ADM, Collections and SDG, DSS
Recommendation 3: Improve the online user experience and autonomy of all users To increase collection use and support new users and those unfamiliar with navigating the complexities of LAC’s collections, LAC should continue to pursue a user-centric approach focused on lowering barriers to access. This involves simplifying the research process to enable greater user autonomy. For example, the institution could integrate contextual help tools directly into its website and applications; develop more targeted tutorials, simplified research guides, and personalized features; expand available content; improve Collection search; and streamline core online services.	LAC is already implementing this recommendation and will continue to implement it.	Develop a roadmap of online service enhancements to be completed over the next years.	March 31, 2027	ADM, UXE

Appendix B: Methodology and evaluation questions

Different data collection methods, both qualitative and quantitative, were used to conduct the evaluation. Performance measurement indicators and potential data sources are presented below. An evaluation matrix was prepared to guide the evaluation process.

Methodology	Description
Literature revue	An examination of administrative and financial documents from the Communications Branch and the Public Services Branch was undertaken. Performance statistics and other internal documents were also reviewed.
Interviews	From July to November 2024, 15 interviews were conducted with program managers, employees, and internal stakeholders.
Performance data	Performance data from the Performance Information Profile was collected, analyzed, and utilized in the evaluation report, where data was available.

The use of multiple collection methods and data triangulation helped corroborate the findings. This methodology adheres to the Treasury Board Policy on Results (2016).

Evaluation matrix

The following table presents the various data sources used by the evaluation team to answer the evaluation questions.

Evaluation questions	Data sources
	Literature revue and internal documents	Interviews with management and employees	Performance data
To what extent did the Program’s activities contribute to achieving the expected short- and medium-term results?	not available--	x	x
To what extent is LAC's documentary heritage increasingly accessible and searchable online?	not available--	x	x
To what extent do clients have access to documentary heritage collections in accordance with LAC service standards?	not available--	x	x
How do the internal processes and activities of other LAC programs support client access to LAC collections, including online access?	x	x	not available--
How do LAC's various functions contribute to a user-centric online experience?	x	x	not available--
How does the creation of metadata, including descriptions, help users in their searches and promote access?	x	x	not available--
Does LAC have mechanisms in place to ensure that the metadata created meets user needs?	x	x	not available--
To what extent have financial and human resources been used efficiently?	x	x	x
To what extent have improvements been made to the Program since the last evaluation (Access to Documentary Heritage Program until 2016–2017; see section 3.1)?	x	x	not available--

Appendix C: Program resources

Table A presents the financial resources allocated to LAC's Public Services Program, including online access, for the period 2019–2020 to 2023–2024. Table B presents human resources for the same period in full-time equivalents. Analysis of financial data indicates that the Program's financial and human resources showed a certain downward trend during the period from 2019–2020 to 2022–2023, before increasing again in 2023–2024.

Table A: Financial resources of Public Services Program—online access component (in Canadian dollars)

Fiscal years	2019–2020	2020–2021	2021–2022	2022–2023	2023–2024
Actual Salary Expenses (Base Budget) *	$8,448,307	$8,286,168	$7,176,941	$6,303,453Footnote 14	$7,656,656Footnote 15
Actual O&M Expenses (Base Budget) *	$319,763	$98,417	$112,197	$114,922	$763,228Footnote 16
Total Actual Expenses (Base Budget) *	$8,768,071	$8,384,585	$7,289,138	$6,470,938	$8,419,883
Other Expenses (Temporary funding) **	not available--	not available--	$164,671	$167,485	$176,518

* Planned and actual expenses include salaries and other operating expenses.

** Expenses associated with temporary projects were accounted separately.

Source: Financial Services and Procurement Branch, Library and Archives Canada.

Information for Table A:

1. Includes copyright data in “J232 Online content” as this activity isn't separately identified by a cost centre or project in our financial systems.
2. The initial plan for 2021–2022 cannot be provided due to the internal restructuring exercise (creating sectors M, N and K) that took place during that year. The initial budget allocation and FTE can't be correctly realigned to the new structures.
3. Excludes conversion factor.
4. All Regional Services' cost centres have been excluded.
5. Resources related to ATIP have been excluded (cost centres and project codes).
6. Allocation is done by cost centres, not by activity, given that there are no specific cost centres and/or project codes associated with these items in our financial systems:
   1. Agile Team
   2. Copy Services (including the work done in DigiLab):
   3. Orientation
   4. Genealogy
   5. Research Support and Regional Services

Table B: Human resources of Public Services Program—online access component (in FTE)

Fiscal years	2019–2020	2020–2021	2021–2022	2022–2023	2023–2024
Actual FTE (Base Budget)	113	106	86	78	82
FTE* other (Temporary funding)	not available--	not available--	2	2	2

Source: Financial Services and Procurement Branch, Library and Archives Canada.

* FTEs associated with temporary projects were accounted for separately.

Appendix D: Case study: First and Second World Wars in LAC’s documentation

Introduction

As stated in the mandate for the evaluation of LAC's Public Services Program, approved on March 1, 2024, by the Departmental on Performance Measurement and Program Evaluation Committee, case studies will be used to practically evaluate online access to LAC's collections. This will test how easily users can find what they are looking for, as well as the online discoverability of LAC's collections. The identification of case studies is based on the evaluation questions in the mandate.

The purpose of this case study is to illustrate the extent to which collection items are discoverable, available, and accessible online. Specifically, this case study will test the ease of use and effectiveness of LAC's systems. Does an online search, even for a specific topic, present a challenge for a user unfamiliar with the LAC website?

Case study: First and Second World Wars 

LAC digitized all First World War records a few years ago, making it is possible to find complete information online about Canadian soldiers who served in Europe during that conflict. We will assess whether it's possible to find certain information about Canadian soldiers during the Second World War. The evaluation team will verify how easily information can be found on the LAC website. We will also look at the information provided on the website to assist users in their searches. Additionally, we will investigate the existence of research aids or navigation tools. We will determine the extent to which the provided information helps users find what they are looking for and if it facilitates their searches. Finally, we will consider whether metadata applies to this research area.

Evaluation questions

This case study will help answer the following evaluation questions:

1. Accessible and consultable online collections
   • To what extent is LAC's documentary heritage increasingly accessible and consultable online?
   • How do internal processes promote client access to LAC's collections, including online access?
   • How does the creation of metadata, including descriptions, assist users in their searches and promote access?
2. Online search tools and their instructions
   • Do users have access to online search tools to facilitate their searches in LAC's collections?
   • Is online help available for learning how to use the research tools?
3. Extent of program improvements since the last public services evaluation
   • Digitization of the collection for access purposes?
   • Development and digitization of research tools, enabling users to find what they're looking for?
4. Improvement of the LAC website as a means to access online content and assist in searching the collections
   • Barriers to access: Do barriers to access still exist?

Methodology

This case study aims to determine whether it is possible to easily locate and access LAC collection records online. We will attempt to find and access collection documents on the LAC website.

The case studies will explore the extent to which LAC collection items are discoverable—that is, can the documentary heritage and other information sources be found? They will be discoverable if their existence, description, location, and availability can be ascertained.

Additionally, are the documentary heritage and other information sources available? Meaning, are they free from legal or policy constraints, and can users consult them?

Finally, are the documentary heritage and other information sources accessible? Are there physical, technological, and geographical barriers to obtaining their content, and can they be used by as many people as possible?

Key findings

The LAC website offers search engines such as Collection search and Advanced search, along with Practical research tips.

Notable changes from November 2024 to January 2025:

• Relocation of the Military history section: in November 2024, a Military history section existed on the page, providing access to documents from the First and Second World Wars, as well as research guides. This section was relocated when we went back on LAC’s website in January 2025.
• Difficulty accessing Second World War personnel files: in November 2024, Second World War records were grouped in the same location as First World War ones. However, this was no longer the case in January 2025. The Where to search section, which is essential for understanding access restrictions to these files (deceased military personnel vs. survivors), had also been relocated. A direct search for “Second World War personnel files” in the Collection search tool yields many irrelevant results (such as the Canada Gazette), making the information difficult to find.
• Access to First World War personnel files: the First World War personnel files tab remains easily accessible and still appears to contain all relevant information, despite the relocation of the Military history item and some previously grouped research guides.
• The LAC account feature: the ability to save searches in LAC account remains a convenient option.

In summary, while First World War files remain well organized and accessible, accessing information and files related to the Second World War has become more complex on the new version of the LAC website.

Conclusion

This small test conducted with this case study illustrates the points made by interview participants who said that many users were frustrated by no longer being able to locate what they were used to finding on the LAC website. We experienced this ourselves. However, we understand that these items did not disappear but were relocated. The Collection search tab seems to have many limitations, and we were unable to find the information we were looking for.

By using Google and typing “Second World War personnel records,” we were able to easily find the information we had found in November 2024 on the LAC website.

The LAC website allows users to easily find information on the First World War, however, locating information on other subjects—such as the Second World War or other global events involving Canada, including the Boer War in South Africa—is more challenging. Users have direct access to the fully digitized First World War military records database. In addition, the information guides are numerous, easy to find and consult, and contain a lot of important information.

From the Public Services Program

Although the evaluators' experience is valid, the Program suggested adding user feedback from LAC users to the case studies to provide additional perspectives:

1. All of the above, plus war records and any other related records I could find. While some information has been found using this site, it feels as though information is poorly digitized and difficult to sift through. Not all records are fully searchable; some records are hard to view. And everything is scattered across so many different categories, it is hard to actually try and find what you're looking for.
2. I live in the U.S. Last year, I was able to access the records of a relative who was killed in WWII. I wanted to send the link to my brother, so I went just now to find the records so that I could get the link. However, I get the message “403 – Forbidden: Access is denied.” I tried on a different computer using both Firefox and MS Edge browsers. I know access probably isn't forbidden because I'm in the U.S., but, as an American who loves Canada, I wouldn't blame you.
3. Client indicated that he told the staff downstairs (the commissionaires) and at registration (currently in the consultation room) that he was coming over to see his father's Second World War records. He is upset that no one told him that he could not view them on site and had he would instead need to submit an ATIP request.
4. Rien trouvé sur les décès des membres des Forces armées.
5. Hello, I live in the UK and am trying to research information on my Canadian grandfather who came from Saint John, New Brunswick and served in WW1 in France. I am unable to access your databases through the website as I get an error message saying, “Forbidden: Access is denied.” Is there a special way for me to do this?
6. In the past I have been able to access service records of RCAF personnel who were killed during WW2. However, now when I attempt a search, I receive the following message: “403 – Forbidden: Access is denied. You do not have permission to view this directory or page using the credentials that you supplied.”
7. Je fais des recherches sur la présence des Canadiens en août 1944 au sud de Rouen (France). J'ai ce message : “403 – Forbidden: Access is denied. You do not have permission to view this directory or page using the credentials that you supplied.” Comment puis-je obtenir des journaux de guerre et autres documents de cette période? Merci d'avance pour votre réponse.
8. My name is from England. I am a keen family historian researching family members that fought in the CEF in WW1. For several years, I have been able to access the service records and the war diaries, but suddenly I am being prevented from doing so. When I input my search criteria and click search, I get the following message “403 – Forbidden: Access is denied. You do not have permission to view this directory or page using the credentials that you supplied.” Can you assist me in overcoming this problem please?
9. It might be helpful if there was a line and link about restricted documents on this page specifically because people aren’t looking through all of the (very helpful!) resource pages.
10. WWII files (Task why not): Service unavailable. Service was available yesterday after a 3 weeks of non-availability. Down again today.

Appendix E: Performance measurement strategy

The evaluation considered data collected during the period targeted for the indicators from the Performance Information Profile. The data was examined when available.

Logic Model Element	Indicators	Definition/Source	Data Collection Frequency	Data Collection Lead
Outputs
Client services
Specialized reference (online)	(8) Number of specialized reference responses to client requests from: Private Archives Branch Government Records Branch Published Heritage Branch		Quarterly	Director general: Public Services Private Archives Published Heritage Government Records
Reprography and digitization on demand (online)	(9) Total number of responses to client reprography requests	Repro application (SharePoint)	Quarterly	Director general, Public Services
	(10) Number of images digitized in response to client requests	Repro application (SharePoint)	Quarterly	Director general, Public Services
Online access
Items scanned are accessible online through LAC’s website and its partners	(26) Number of content images (non-audiovisual) digitized as part of mass digitization projects (e.g., Indigenous initiatives, BPO transition project)	Add all images digitized by division Statistics from LAC staff	Quarterly	Director general, Preservation and Digitization
Online tools were created to facilitate access				Director general, Public Services
Short-term outcomes
Client services
Knowledge and best practices are shared among memory institutions	(11) Percentage increase in virtual interactions between the public and LAC’s collections	The indicator measures the use of online tools to access LAC's collections on its website	Quarterly	Director general, Public Services
	(32) Percentage of reprographic copies provided to clients in accordance with LAC's service standards	Repro application (SharePoint)	Quarterly	Director general, Public Services
Online access
LAC's documentary heritage is increasingly accessible and viewable online	(Same as No. 20) (28) Number of unique visitors to the LAC website and online applications	Web analysts, Communications, LAC’s partners	Annually	Director general, Public Services
Medium-term outcomes
Access to LAC's collections is increased	(12) Percentage increase in the number of reference and referral transactions conducted outside the NCR	Data from Vancouver, Winnipeg, Halifax	Annually	Director general, Public Services
Digitization partnerships and collaboration with LAC's partners/clients improve access to its collections	(15) Total number of digital images digitized and/or indexed in collaboration with external organizations to make LAC's collections more accessible and discoverable	Statistics provided by LAC's partners	Annually	Director general, Public Services
	(16) Percentage of clients satisfied with services received from LAC through all its service channels	Survey (Communications)	Annually	Director general: Public Services Communications and Policy
Results of core responsibilities (ultimate outcomes)
Canadians are increasingly accessing Canada's documentary heritage	(19) Number of images from LAC’s collections digitized	Data source: Reprography application, online content and copyright, partner data, DigiLab	Annually	Director general, Preservation and Digitization
	(20) Number of unique users accessing the LAC website and LAC online applications	Web analysts, Communications, LAC’s partnerships	Annually	Director general, Public Services
	(21) Number of on-site and remote service transactions conducted from LAC's national service points in Ottawa, Halifax, Winnipeg, Vancouver	Data from all LAC service points are standardized and aggregated	Annually	Director general, Public Services

Appendix F: Performance Indicator Tables

Outputs, short- and medium-term results for the Government Records, Acquisition and Processing, Private Archives, and Published Heritage programs.

Program	Indicators from the Program Information Profile	Definition/Source	Data Collection Frequency	Data Collection Lead
Outputs
Acquisition and processing of Published Heritage	Acquisitions made by Published Heritage	Number of new LAC descriptions for published titles (OCLC)	Collection postponed	Manager, Bibliographic Description
Medium-term outcomes
Acquisition and processing of Private Archives	Collection growth through descriptions and tools	Descriptions number MIKAN, MISACS	Quarterly	Director general, Published Heritage
Acquisition and processing of Government Records	Increased ease of discovering documents with archival value	Number of document descriptions MIKAN, EXCEL sheets	Annually	Manager, GEESFootnote 17
Results of core responsibilities (ultimate outcomes)
Acquisition and processing of Government Records	Documentary heritage acquired by LAC is processed in a timely manner to make it accessible to all	Percentage of government documents made more discoverable MIKAN, EXCEL sheets	Annually	Manager, GEES

Appendix G: Logic Model of Public Services Program, 2019–2020 to 2023–2024

(The activity Collaborative Access is not covered in this evaluation)

Text version of the Logic Model of Public Services Program, 2019–2020 to 2023–2024

Inputs	Activities	Outputs	Short-term outcomes	Medium-term outcomes	Results of core responsibilities
HR Finances	Client Services	Reference and Consultation Services Specialized References Reprography and Digitization on Demand	Clients can access the documentary heritage collections on request, in accordance with LAC's service standards	Increased awareness of LAC and its collections	Canadians are increasingly accessing Canada's documentary heritage
	Online access	Items scanned are accessible online via LAC and partners' websites Online tools have been created to facilitate access	LAC's documentary heritage is increasingly accessible and searchable online
	Collaborative access	Partnership digitization Projects carried out in collaboration with LAC partners/clients	Internal collaboration is used to strengthen the capacity of LAC's digital access initiatives	Digitization partnerships and collaboration with LAC's partners/clients improve access to its collections

Appendix H: Bibliography

Annual Report 2019–2020, Library and Archives Canada.

Arrangement and Description of LAC Government Records at LAC: From Transfer to Fonds, Library and Archives Canada.

Briefing Material for New Sector Heads, 2021. User Experience and Engagement Sector and Collections Sector, Library and Archives Canada.

Departmental plans, 2020–2021 to 2023–2024, Library and Archives Canada.

Departmental results reports, 2019–2020 to 2023–2024, Library and Archives Canada.

Developing a UX Design Process at LAC, Library and Archives Canada, May 27, 2021.

Digital Preservation, Vision and Scope, June 19, 2017.

Digitization Strategy 2023–2030, Library and Archives Canada, February 13, 2024.

Directive on Results, Treasury Board Secretariat of Canada, July 1, 2016.

Existing User Experience Research and Design Program, Library and Archives Canada, February 2023. LAC Web Renewal, Library and Archives Canada, August 28, 2018.

Library and Archives of Canada Act, Justice Canada, 2004.

Metadata, Digital Preservation Vision and Scope, June 19, 2017.

MIKAN Guidelines: A Library and Archives Canada Document.

Online User Experience, Strategy and Roadmap, Library and Archives Canada.

Online UX Strategy, Library and Archives Canada.

Policy on Results, Treasury Board Secretariat of Canada, July 1, 2016.

Policy Management Framework, Library and Archives Canada, 2017.

Service Improvement Surveys—2024, final report, Library and Archives Canada: epe.lac-bac.gc.ca/100/200/301/pwgsc-tpsgc/por-ef/library_archives_canada/2025/057-24-e/057-24-report.html.

Services Transformation and Service Strategy, Validation of Approach and Assumptions, Library and Archives Canada, March 21, 2023.

The Big Review, Digital Access Team, September 18, 2023.

User Experience: The Concept of User Experience (UX) in the Context of Galleries, Libraries, Archives, and Museums (GLAMs).

Whither Collection Metadata, Library and Archives Canada.