Evaluation of the Financial Consumer Agency of Canada’s Information Management Program – March 2025
About FCAC
The Financial Consumer Agency of Canada (FCAC), established in 2001, protects consumers of financial products and services. It ensures compliance with federal consumer protection measures, promotes financial literacy, and informs consumers of their rights and responsibilities.
Information Management supports the efficient handling of organizational information—from planning and system development to disposal or long-term preservation.
About the evaluation
The evaluation was conducted by Goss Gilroy and focused on the following guidelines:
- Governance and accountabilities
- strategic direction and objectives for IM, including supporting implementation plans, monitoring and reporting
- Program tools and processes
- mechanisms for information sharing and retention
- Training and guidance
- IM training, awareness and outreach activities
Methodology
Information was collected via:
- Review of documents, including Treasury Board policy and directive on Service and Digital (April 2020); FCAC Data Strategy and Action Plan, training materials, and review of relevant committee documentation and Records of Decision (RoD)
- Available metrics on storage size, record number and age for principal data platforms
- Interviews with key stakeholders, including members of IM/IT and IM Functional Specialists, who merged with the Data Steward Network
Recommendations and Financial Consumer Agency of Canada's response
Recommendation
Extend IM Governance Framework across all data repositories.
FCAC's response
Agree
- Document the disposition process for paper records.
- Document the disposition process for records held in Gcdocs.
- Establish and document the disposition process for transitory records.
- Publish quick reference documentation for end users to better understand retention and disposition activities at FCAC.
- Conduct a gap analysis on GCdocs.
Recommendation
Implement support from management and appropriate guidance from the Data Management and Adoption team for Data Stewards in ensuring the application of sound IM practices across the Agency.
FCAC's response
Agree
- Develop and distribute a kit outlining best practices, quick references guides, and key activities for Data Stewards.
- Schedule regular meetings between the Data Management and Digital Adoption Services team and the Data Stewards.
- Establish a formal mechanism for following up on recommendations from data stewards to IM-IT.
Recommendation
Strengthen oversight across data repositories by establishing targets, developing and implementing monitoring mechanisms to measure and report on information management activities.
FCAC's response
Agree
- Develop a dashboard for IM and data health, to monitor adherence to the Directive on Service and Digital, with monthly and quarterly metrics.
- Report annually on IM health to DCOM.
Recommendation
Develop and implement information management lifecycle tools by platform according to their business value, including guidance on classification, access and security/confidentiality requirements, (e.g., email and OneDrive transitory records limited by size and age).
FCAC's response
Agree
- Implement a dashboard to monitor the number, type, and age of records in SharePoint.
- Centralize the creation of new SharePoint sites and Teams under the Data Management and Digital Adoption Services team.
- Implement disposition practices in GCDocs.
- Create additional IM-related guidance for employees by platform, including training for Team owners.
Recommendation
Implement file plans and retention schedules for all corporate repositories other than GCdocs, including SharePoint and case management systems.
FCAC's response
Agree
- Implement retention and disposition identifiers for all end user SharePoint sites, OneDrive, Exchange and case management systems.
Recommendation
Establish quality assurance and monitoring mechanisms to oversee the completeness, accuracy, correct classification and labelling of information.
FCAC's response
Agree
- Develop a framework that includes regular audits of data quality and conduct annual reviews of the effectiveness of data and IM processes.
Recommendation
Establishing an IM adoption plan based on a training efficacy and needs analysis.
FCAC's response
Agree
- Use the Digital Competency Self-Assessment to establish employees' knowledge and skills related to IM practices.
- Develop a personalized adoption framework for digital, data and information related skills.
Recommendation
Consider developing and implementing a generic change management process to support IM adoption Agency-wide.
FCAC's response
Agree
- Develop a change management framework that includes clear steps for implementing new IM practices and tools.
- Establish a communication to keep employees informed about IM best practices, upcoming changes, and how end users are affected.