June 2023 update

LAC has continued to strengthen its ATIP function and to improve its capacity to respond to ATIP requests. The ATIP team expanded to be a new Branch. Furthermore, staff have been recruited all across the institution to support all the steps required for the response to ATIP requests. The new ATIP Branch is providing training to new recruits and existing staff, reviewing workflows, and implementing new policies and procedures to improve efficiency. Efforts are started to reduce the backlog, while also working to regain the pace with incoming requests. New online tools have recently been implemented to improve the user experience. All of these efforts have the ultimate goal of putting records into clients’ hands sooner. LAC’s next report about progress on the action plan will be published in December 2023.

Part 1 - Getting back on track

Reducing the backlog of requests

The ATIP Branch now consists of over 180 employees, compared to approximately 40 employees 18 months ago. In addition, approximately 120 additional employees have been hired or redeployed across LAC to ensure that all of LAC’s business areas supporting responses to ATIP requests are properly equipped to handle increased volume and new ways of working. With these new resources now in place and with ongoing training, the ATIP Branch and LAC are building capacity to reduce the backlog of requests in the coming year and to be able to respond to the volume of new incoming requests.

The managers of each team have been assessing their specific components of the ATIP backlog and developing solutions for tackling them. Barriers were identified in workflows, and strategies have been put in place to address them, while balancing this with responding to new ATIP requests. Requests for the Personnel Records of Former Canadian Armed Forces members make up the majority of ATIP’s backlog. As such, specific efforts are underway to reduce, and ultimately eliminate it.

In the National Capital Region (NCR), the Personnel Records team has been tackling the backlog of requests for files of former Canadian Armed Forces members who fought in the Second World War or the Korean War. While only 2 employees were working on these requests a year ago, 27 employees are now actively addressing this backlog. A strategic workflow was put in place to leverage the expertise of the most experienced employees and to allow new analysts to learn and receive constructive feedback from their peers. The coaching provided by senior members of the team has allowed many of the newest team members to grow in their specific roles over the past year. The strong, efficient and well-defined structure now in place will help to expedite the processing of requests and prevent delays in reviewing records.

The Personnel Records team in Winnipeg eliminated a backlog of unanswerable requests and implemented new measures to prevent any further backlogs in this workflow. Additionally, there is now a dedicated team assigned to the backlog of informal Privacy requests. The Personnel Records team in Winnipeg collaborates closely with the new and growing on-site digitization team, to streamline processes when responding to new requests. This team has gained efficiency by identifying and eliminating blockages in each workflow. It is also building expertise, with a clearly defined development plan for new analysts.

Reducing the backlog of complaints

The Complaints team was created in September 2022, and it has streamlined the administrative process of receiving and responding to complaint investigations. This has lessened the burden on analysts in the other teams, and it has improved our ability to provide clear and timely representations on complaint files as well as providing the correspondence responses to initial and final reports, or orders received from the Office of the Information Commissioner (OIC).

A new procedure manual was created on how to respond to complaints. LAC is actively working on the complaints backlog, which has resulted in more negotiated disclosure dates with the Office of the Information Commissioner of Canada.

Since the last reporting period, LAC saw a decrease of 12.5 percent in its overall number of active complaints.

Part 2 - Internal review and improvements

Improving work processes

The ATIP Branch now has a team dedicated to the review and oversight of all procedures related to ATIP. This team has created an inventory of all of ATIP procedures. It has been assessing and reviewing them to ensure that they are up to date, to identify any gaps, and to ensure consistency and efficiency across the ATIP Branch in how the procedures are implemented and used for training purposes. As a result, there has been a decrease in the duplication of work and an increase in efficiency in the processing of requests.

One example: LAC has implemented the Identity Verification requirements of the Treasury Board Secretariat by developing and bringing into effect a new procedure. This reduced the level of effort for both the Triage and Registration team and analysts, as the requirements are now clearer. LAC has also redesigned its entire process for templates for form letters and reduced the total number by half, making them easier to update and reducing the amount of time that analysts spend on editing. These new templates are better aligned with Government of Canada communications standards and are a key tool the ATIP team uses to communicate with its thousands of requesters in a consistent and efficient way about our approach to the work, our service standards and any potential issues requesters should be aware of that might impact their response packages.

New policies and procedures were also implemented across the ATIP Branch: The Personnel Records team in Winnipeg redesigned its key positions and developed a prioritization matrix for requests made under the Privacy Act. The teams within the NCR were consolidated in the same facility in Gatineau to improve efficiency and avoid delays in the transportation of paper-based archival material and improve proximity to the mailroom. This action allowed for a review of the workflows and procedures in place, which resulted in a clearer division of workflows between Winnipeg and the NCR. The streamlining of workflows based on the location of records is still underway. It will reduce costs and ensure better alignment when responding to requests for the personnel records of former Canadian Armed Forces members and former federal public servants.

Consistent application of the closure of non-complete requests (abandoned requests) was also carried out in cases when requesters failed to provide the necessary supplemental information. This helped to close a considerable number of unanswerable requests and, ultimately, reduce the backlog.

LAC has also begun consultations with international institutions to learn about best practices and to align with standards regarding consultations.

Aligning our approaches with other comparable approaches

In addition to numerous discussions with our GC counterparts and within the ATIP community, LAC has developed a plan for discussion with national and provincial stakeholders. Discussions with other comparable national archives have also begun, to better inform our alignment with international standards of providing access to archival material. LAC is also investigating the potential of time-based disclosure of information and has recently consulted with Belgium about declassification. Research on best practices around “sunset clauses” or time-limited exemptions, and analytic comparison on portfolio management is currently taking place to inform LAC’s future approach on this.

Changing approach to consultation requests

LAC has put in place a new procedure to reduce the number of pages sent to other government departments (OGDs) on consultation. The process includes the development of reports, which provide background information and details on similar records available in other jurisdictions or published sources on historical topics pertinent to the records being examined. The reports allow analysts to make informed decisions before embarking on consultations with OGDs, as well as analysis and decisions on disclosure and non-disclosure of information based on advice received. This new process has been in force since February 2023 and has had very positive outcomes, by reducing the overall size of consultations, in particular on requests for records related to military and intelligence activities.

Since February 2023, LAC has used this new process to review records related to 66 client requests. Of those requests, 25 have been closed (approximately 12,000 pages); in the past, LAC would have consulted on all 12,000 pages. The new process enables LAC to make informed decisions regarding the disclosure and/or release of 11,000 pages and consultation on only 1,000 pages (a reduction of nearly 92 percent). Prior to the introduction of the new process, the average extension on these types of records would have been 225 days, and it may have taken longer due to delays at OGDs. LAC was able to close the majority of these 25 cases within 45 days.

Improving secure infrastructure

LAC has increased its capacity to digitally process material classified as Secret by adding 12 new workstations since our last update in December 2022. LAC now has 42 workstations available for the processing of Secret material. Two new workspaces were also authorized and put into use for processing Top Secret (TS) material. In December 2022, LAC also onboarded to classified TS network infrastructure allowing for secure communication with other GC departments. LAC employees are currently onboarding to this new system which will further increase our capacity to handle and process digital material classified TS.

New technologies and Systems

On April 1, 2023, LAC onboarded to ATIP Online, the Government of Canada–wide portal for incoming ATIP requests. This shift represents a big step for requesters who now have access to their dashboard and all of their ATIP requests in one location - a feature that was not available with LAC’s previous online form system. Furthermore, LAC also launched new simplified ATIP web pages along with an ATIP assistant. This innovative tool, specific to LAC, takes users step-by-step, guiding them to the best option for each of their requests and provides a simple description of what needs to be included in an ATIP request at LAC to speed up registration and processing.

LAC is currently working on creating an internal database of previously released ATI packages. With the metadata associated with each file, the analysts will be able to use this database for research, which will avoid duplication of work and improve efficiency in the processing of ATIP requests. Analysts and students are actively working on populating this database using optical-character-recognition software.

Over the last few months, we have also dedicated our efforts to extensive research and development, focusing on creating innovative bots that will streamline processes and eliminate redundant tasks. This will enable us to enhance productivity and efficiency while minimizing the duplication of work.

LAC is actively working on enhancing the Military and Government Personnel Information Index (MAGPII) database, which is used to manage the personnel record collections and to request or order records needed to process and respond to ATIP requests. All improvements impact approximately 50% of LAC’s ATIP requests.

LAC is currently creating internal dashboards using PowerBI, which will help to provide instant access to clean and actionable data. The dashboards will help to transform raw data into easy-to-analyze information, with the ultimate goal of improving our decision-making processes.

ATIP service resiliency

LAC developed a new procedure to ensure continuity, albeit in a reduced capacity, during the recent public service strike. The ATIP Branch was able to continue to process requests for personal information based on urgent health needs and in response to ongoing litigation.

LAC is also working on updating its business continuity plan to ensure that essential services to the public are maintained, to the most reasonable degree possible, during exceptional circumstances. Our team in Winnipeg is currently gathering data and piloting different innovative options to develop a digital workflow, to be implemented by April 2024. Several teams within the ATIP Branch are also piloting various options to develop digital workflows to maximize efficiency and manage interdependencies. LAC’s business continuity challenge will always be how to have capacity to locate, transport and digitize the analogue (paper) records that are being requested under ATIP, all tasks that must occur before an ATIP request processing can even begin.

Supporting new ATIP business lines

With the signing of the Fourth Supplementary Agreement on January 4, 2023, the LGBT Purge historical records project is under way at LAC. The ATIP Branch has created a specific team dedicated to this project. Over the next two years, it will facilitate access to Government of Canada records relating to the 40-year LGBT purge of Canada’s public service and the Canadian Armed Forces. This project will oversee support of research by a private research company into LAC's holdings and coordinate the ATIP review of up to 15,000 pages of relevant records.

Investment plan

LAC is developing an investment plan by fall 2023, to ensure that it is able to meet its legal obligations under the Access to Information Act and the Privacy Act, while providing efficient and high-quality services to Canadians.

Part 3 – Engage with external partners on broader issues affecting ATIP

Engagement with Government of Canada Partners

LAC is a key contributor to many GC wide ATIP and Information Management related community driven initiatives and events, as well as those lead by Treasury Board Secretariat (TBS).

We participate in the ATIP Coordinator Working Group and are participants in the community-driven ATIP Modernization Working Group. We are present at the TBS-lead ATIP Executive Committee and the Assistant Deputy Minister Access to Information and Openness (ATIO) Committee. We contributed to a number of different TBS lead working groups such as the Working Group on Consultations and the Public Safety lead working group on Declassification. We are also present at the GC wide Working Group on Class Action litigations.

LAC makes specific efforts to develop close working relationships with key departments where we share large volumes of work to discuss matters such as: ongoing litigation responses, class action settlement agreements, consultation requests and their prioritization, as well as responses to complaints received from the OIC and orders. Such departments include (not an exhaustive list): Justice Canada (DOJ), Department of National Defence (DND), Crown Indigenous Relations and Northern Affairs Canada and Indigenous Services Canada (CIRNAC-ISC), Canadian Security Intelligence Services (CSIS), Global Affairs Canada (GAC), to name a few.

Presentation to the House of Commons Standing Committee on Access to Information, Privacy and Ethics (ETHI)

LAC gave a presentation on its ATIP situation to the House of Commons ETHI Committee (Standing Committee on Access to Information, Privacy and Ethics) on April 25, 2023, to inform the committee’s recommendations on improvements to the ATIP system and legislation. The Committee’s report, published on June 20, 2023 highlights LAC’s ATIP challenges and makes recommendations for improvements to the ATI legislation and system.

Internal expertise

LAC is reviewing how it internally implements its delegated authorities under ATIP, to ensure the most efficient and effective workloads, while also balancing the need for knowledge and training for the proper exercise of delegation.

Declassification

The Declassification team continues to contribute to the Interdepartmental Working Group on Declassification, and it regularly follows up with Public Safety Canada on the pilot project of Joint Intelligence Committee records on general discussion and planning. It has recently met with the head of classified archives for the Ministry of Defence in Belgium to discuss declassification and public disclosure of records and the impact on day-to-day processes.

LAC also continues to support Public Safety Canada and the Treasury Board Secretariat in discussions on how to improve declassification efforts across the Government of Canada.

Collaborating with international organizations

LAC has begun consultations with international institutions to learn about best practices and to understand how government archives in other countries manage in similar circumstances. Initial discussions with Archives New Zealand have opened the door to sharing knowledge on common issues.

Representatives from LAC management visited the National Archives and Records Administration in Washington, D.C. in early 2023, to learn more about the declassification program and the application of Freedom of Information Act legislation in the United States.

High-quality service delivery

Onboarding to the ATIP Online request service, improvements to LAC’s website and the use of an online assistant are tools that greatly improve the user experience and represent a big step forward in terms of service delivery for ATIP at LAC.

Since the launch of its new web pages and its onboarding of ATIP Online, LAC has been attentive to feedback received through its feedback box and surveys. We will continue to monitor the comments received from users and, if necessary, implement changes to further improve the user experience.

Consultations with key client groups

LAC has met regularly with high-volume clients, as well as key groups of researchers/requesters, such as the National Claims Directors, to discuss the processing of their requests, any files in complaint status, and improvements to the ATIP process at LAC. We have collected feedback, and modified processes and services, to reflect on their experience as regular and high-volume users of LAC’s ATIP. This has allowed us to better prioritize work to reduce complaints, better apply exemptions, and understand what improvements can be undertaken.

Improving digital service delivery

LAC is strongly promoting access through digital delivery, while maintaining the option for paper copies at the request of clients. With our recent onboarding of ATIP Online, we expect to see an increase in requests submitted online, and that more deliveries will be done electronically (either though ATIP Online or by secure file transfer whenever the file size exceeds the limit permitted). This system also allows for digital tracking. While paper forms and physical packages are still available to clients, LAC is promoting digital service delivery and putting processes in place, to work more digitally and to deliver more digitally.