3.0 Audit results

3.1 Information management governance framework

A governance framework contains the practices and procedures that are reasonably expected to be in place in any department or agency to enable the achievement of objectives. These practices help create business value and minimize risk for the organization. They include policies, procedures, business processes, roles and responsibilities, objectives and/or performance measures, monitoring and reporting.

An effective framework supports the organization’s ability to manage risks and to achieve objectives related to operational effectiveness and reliable reporting. It is important to note that a framework would not guarantee that risks will be prevented, detected and managed, nor that the organization will achieve its goals. It does, however, greatly increase the likelihood that organizational risks will be mitigated, and objectives will be achieved^{Footnote 4}.

From an information management perspective, this should mean that important information is properly maintained and stored and is readily available to guide and support informed and effective decision making.

3.1.1 Roles and responsibilities

Why it’s important

At the outset of the audit, the audit team expected to find that roles and responsibilities, key deliverables, training requirements and performance and reporting measures were clearly defined in an integrated framework supporting the overall management of information at Veterans Affairs Canada. Defined roles and responsibilities provide clarity, alignment, and expectations to those executing the work of appropriately managing departmental information.

Given that information management is a responsibility of all departmental employees, it further shows that it is critically important that all employees understand their roles and responsibilities and not just those who work in the Privacy and Information Management Division. If important departmental information is not maintained and easily accessible, there is a risk that not all information will be available to support informed decision making.

What we found

VAC does not currently have a governance framework relating to information management. During the time period the audit covered, the Department did have the 2019-22 VAC Information and Data Strategy in place. This strategy was intended to ensure that the Department could make evidence-informed decisions based on reliable, accurate and quality data and analysis. Although this strategy was not specific to information management, it did include comments on governance frameworks and tools related to managing information.

As a follow-up to the implementation of this strategy, the audit team found a recent review of progress related to the strategy indicated that less progress was made than anticipated and that minimal information governance models and methodologies are in place at VAC. In addition, the review found that the initial state with respect to information governance may have been over-estimated and that information governance did not receive the attention it needed during 2019-22.

The team found that the Department has established an Executive Data Stewards Committee and a Data Stewards Committee. Terms of reference, meeting agendas and records of decisions are available. The documents do contain guidance on roles and responsibilities for chairs and members however, the focus is more on data than information management.

Interviews with staff within the Privacy and Information Management Division indicated that they were aware of their roles and responsibilities with respect to information management. As part of the audit, the Audit team conducted a survey of all VAC employees to gauge their level of knowledge related to information management and individual roles and responsibilities within the Department. 833 responses were received to the survey^{Footnote 5} :

• 67% of responses reported a Good or Very Good knowledge and understanding of their information management roles and responsibilities.
• 57% reported that information management was a priority for them.
• 63% reported that information management was a priority for their division.
• 63% reported that information management practices were either Good or Very Good within their division.

In August 2020, a presentation was made to Senior Management on the importance of recording and saving decisions resulting in any program changes related to the COVID-19 pandemic. A template for recording decisions was developed but it was never completed. Interviews with staff indicated that the document would be updated and available in June 2022. Having a formal governance framework with clear roles and responsibilities and regular reporting may have contributed to this document being completed in a timely manner.

3.1.2 Monitoring and reporting

Why it is important

Effective risk management and planning are supported by quality monitoring and reporting tools and processes. Monitoring is the process of systematically tracking key indicators to assess progress made in achieving goals and objectives. Ongoing monitoring also assists with informed decision-making and risk management. The Treasury Board’s Policy on Service and Digital explains how Government of Canada organizations manage service delivery, information and data, information technology, and cyber security in the digital era. Under this policy, there are requirements for establishing governance as well as planning and reporting to meet overall objectives and results including integrated decision making, improved government operations and an improved client experience.

What we found

VAC does not have formalized indicators to measure information management performance. Interviews with staff indicated that a new reporting position had been created within the past year, however, the primary focus of the position was related to Access to Information and Privacy requests at the outset with the future goal of adding information management related reporting.

As part of Treasury Board of Canada’s Management Accountability Framework reporting, VAC is required to respond to several questions on various topics. For the 2021-22 reporting cycle, there was only one question related to Information Management regarding the management of information throughout its lifecycle across multiple systems. In this regard, the Department has significant work ahead to ensure information and data is managed across its various systems throughout its life cycle.

The Privacy and Information Management Directorate has a Privacy Impact Assessment Needs Determination process in place to review upcoming work activities to ensure privacy and information management requirements are identified, analyzed and an important part of project planning. The process requires completion of a document explaining all the details of the work activity and how information will be managed during and after the work activity.

As part of this process, advice and recommendations are received from the Privacy and Information Management team as well as the IT Security team and a final document is signed by all parties involved. Approximately 60 documents have been completed since the beginning of the audit period, however, due to lack of resources and prioritization activities, no follow-up has been completed to ensure compliance with the recommendations.

The audit team also noted that more detailed reporting is expected to be available in future regarding information management as part of regular reporting against the Policy on Service and Digital. This reporting is expected to assess the Department’s current capability with respect to governance, information and data discovery, access, sharing, reuse as well as retention and disposition.

Interviews with four other federal departments revealed that limited performance measurement and monitoring of information management is not unique to VAC. However, one department took the available measures further by developing and adopting several performance indicators with accompanying measures to better assess their progress on their goals and objectives related to information management.

3.1.3 Training and available resources for staff

Why it is important

Having relevant training and resources available to support staff with information management activities is critical to ensure the overall success of managing information at VAC. Offering effective training and resources creates a learning environment that encourages growth and development.

What we found

There are numerous policies, procedures, business processes, training materials relating to information management available for staff through the Information Management page on the VAC at Work intranet site. However, 45% of survey respondents indicated that they did not know or were unsure where to find information related to information management policies, procedures and guidance.

The Privacy and Information Management Directorate provides Information Management 101 training for new employees, however it is not mandatory:

• Provided to 361 participants in fiscal year 2020-21 (of 757 new hires)
• Provided to 73 participants in fiscal year 2021-22 (of 351 new hires)

In addition to training on IM best practices, training related to GCdocs is also available on the intranet site. GCdocs specific training has evolved over the years. With the initial implementation of GCdocs in 2012-13, a two-day course was provided by the Information Management staff which included user training on the GCdocs system as well as best practices for information management. More recently, the training was condensed to 2 hours with major focus on tip and tricks for using the system.

Interviews also indicated that information management training is available on the Canada School of Public Service website, however, currently no training related to information management is mandatory for VAC employees. Additionally, staff raised the suggestion of introducing information management champions throughout the Department to raise awareness and help support new and experienced employees with their information management needs. The audit team found that another Department has used a similar initiative and reported positive feedback.

3.1.4 Recordkeeping tools

Why it is important

Ensuring information is appropriately maintained and stored allows for good governance, informed decision making and the efficient and effective sharing of public information. Equipping employees with the appropriate tools and resources to carry out their information management responsibilities is equally as important to meet this goal.

Management of information throughout its life cycle to disposition ensures that proper information is safeguarded, maintained and available when it’s needed.

What we found

GCdocs has been the official corporate repository at VAC since 2012-13. This has led to the gradual reduction in use of other methods for saving documents such as the reduction in use of shared drives. However, employees who responded to the information survey, reported saving documents using various methods such as:

• GCdocs
• Shared Drives
• Desktop
• Personal drive
• MS Teams

In terms of comfortability with using the tools currently available for recordkeeping:

• 51% indicated they were comfortable
• 30% were somewhat comfortable with using the available tools
• 19% were somewhat uncomfortable or not comfortable

The audit team also found that although the Department has interim methods for storing secret documents, there is no consistent or approved method. A solution was identified, and implementation began prior to the COVID-19 pandemic, however the pandemic put implementation on hold, and it has not been completed.

Interviews with Information Management and Information Technology staff indicated that the full functionality of GCdocs has not been implemented. Further functionality was to be implemented later as a part of subsequent phases of the project, however, these were not implemented due to other competing priorities at the time. The lack of full implementation of GCdocs functionality has resulted in challenges ensuring that correct information is stored, and it is likely that GCdocs currently contains a large amount of transitory information.

Interviews with staff suggested that VAC may be moving toward a replacement for GCdocs. The audit team interviewed representatives from other Departments and found that some use GCdocs only while others use a combination of GCdocs with other collaboration tools.

3.2 Audit conclusions

VAC has created an Executive Data Stewards Committee which is important in governing data and information at the Department. However, the lack of an effective and formal governance framework results in a lack of oversight of information management initiatives, projects, and risks.

Basic monitoring and reporting of information management is in place, but the lack of a formalized process with identified indicators makes it difficult to accurately measure overall performance.

The Department has some information management training available, however, it does not appear to be standardized or consistent for employees with no mandatory training in place.

VAC has adopted GCDocs as its official repository for supporting recordkeeping requirements. However, without a consistent and approved method to store secret files and retention/disposition scheduling, it risks making secret information accessible and holding too much transitory information. Furthermore, the possible replacement of the existing system for saving information may result in some similar challenges if it does not fully meet information management retention and disposition requirements.

3.3 Audit recommendations

Recommendation 1

It is recommended that the Assistant Deputy Minister, Chief Financial Officer and Corporate Services develop an official governance framework for information management including, but not limited to:

• Roles and Responsibilities
• Training and Awareness
• Performance Measurement and Monitoring

Recommendation 2

It is recommended that the Assistant Deputy Minister, Chief Financial Officer and Corporate Services implement an enhanced, efficient and effective solution to better safeguard departmental corporate secret documents.

Recommendation 3

It is recommended that the Assistant Deputy Minister, Chief Financial Officer and Corporate Services implement a process to ensure that its systems, including any new systems, follow GOC standards for information management.