reeppoorrtt lttoo rtthhee liibbrraaryy ......ra.ki.rangarajan whom i adore immensely. i am extremely...

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Session: Public Session

Subject: Balanced Score Card Public Service Report, 3rd Quarter 2018

Prepared By: Nancy Collister, Anne O‟Sullivan , Arlene Thompson

Presented By: Arlene Thompson

Purpose of Report: For Receipt

RECOMMENDATION: It is recommended that the Library Board receive this report. BACKGROUND & REVIEW The Balanced Score Card (BSC) Metrics provide a quarterly measure of specific service indicators that measure the progression to the successful achievement of the Library‟s Strategic Plan. The BSC has four components:

Customer Service and Patron Perspective;

Internal Perspective;

Learning and Growth Perspective; and

Financial Perspective.

The focus of this report is the “Customer Service and Patron Perspective”. With the London Public Library (LPL) 2014-2017 Strategic Plan: Library Space is Community Place, we will endeavor to provide an even more personalized service experience to library patrons.

3rd Quarter Report The Balanced Score Card Public Report, 3rd Quarter 2018 is attached. July, August, and September were busy months at all 16 London Public Library locations, with the TD Summer Reading Club and Get Caught Reading (GCR) programs taking place in July and August, and the new Bostwick Branch Library and “The Labs” at Central opening in September.

Q3‟s statistics reflect the concerted effort of the Library‟s employees to connect with patrons, and the incredible value that all of LPL‟s locations provide to Londoners. Community Stories from the 3rd Quarter of 2018: Library staff were privileged to connect with patrons of all ages and backgrounds throughout the 3rd quarter of the year. Finding Patrons Their Next Great Read Interlibrary Loan staff received a compliment from a grateful patron, who said: “Really, I am greatly moved at your efforts to trace a few novels of the great writer Ra.Ki.Rangarajan whom I adore immensely. I am extremely thankful to you and the London Public Library.” Connecting with Children during the TD Summer Reading Club At the Masonville Branch, a staff member received a very special reading report. A mother asked staff if her 10 year old son, a recent newcomer from Korea, could read Korean books because he spoke limited English. Of course, staff obliged – they loved hearing the account of the child‟s Korean books, as the boy recounted the story and his mother animatedly translated. When staff asked follow-up questions, the boy was able to share some of his new English words! Later, the mother came back to Masonville to thank staff. She said that the TD Summer Reading Club motivated her son to read more, and he has learned more English words. Improving Literacy (and Confidence!) of Children during Summer R.E.A.D. At the Carson Library, the Summer R.E.A.D. student reported a transformation in one of her program participants, who started the program very timidly. But, by the end of the program, the Summer R.E.A.D. student said: “He started to recognize his own ability, and his confidence seemed to blossom. As we were playing a game in our last session, he happily expressed: „I‟m good at reading!‟ The program gave him the space to recognize his abilities and therefore gain the confidence he needs to further develop his skills.” Providing Safe, Welcoming Spaces Staff at the Central Library were pleased to hear the kind words of a City staffer who wrote: “I believe what you are doing there and with all the other Libraries is simply amazing…You have something there for everyone. . .I just want you to know how much I appreciate the Library and the amazing staff who take great care in providing this amazing resources to our communities.”

As many do at Jalna, one newcomer family arrived at the branch to get library cards. They expressed their gratitude and said: “There is absolutely nothing like this back home…I can‟t believe all of this…it is awesome here.” Delivering Exceptional Customer Service A three year patron of the Landon Library told her mother that what she wanted to do for her birthday was go to the library. She was very pleased when staff sang her “Happy Birthday!” Another delighted young patron attended a field trip to the Landon Library, and wrote a thank you letter to the librarian, saying: “Thank you so much for the best field trip ever!” Stepping Up as a Partner to the Settlement Workers in Schools (SWIS) Initiative London Public Library offered its spaces to the Settlement Workers who typically work out of schools during the school year. One settlement worker wrote a note of thanks to branch staff, saying: “I just wanted to thank you for all of your support during the summer with the newcomer families and the SWIS Progam – for providing the space and for all the collaboration of the Library team as well.” Supporting the Research Community In Q3, the London Room had the opportunity to impress two different out-of-town researchers. Staff located and scanned an obituary for one patron who responded by email: “These scans are perfect! This obit is the linchpin for a woman‟s application in the Daughters of the American Revolution. . . You made my day.” Another patron sent a letter in from Manitoba, thanking London Room staff for their attentive customer service during her recent visit to London to review records related to her family history. She stated: “We would like to express our gratitude and appreciation. Your staff members were always extraordinarily pleasant.” Launching The Labs at Central Patrons (and media) were very excited about the launch of Central‟s creative spaces, The Labs, on September 29th. One patron came from Victoria Hospital specifically to come to The Labs, and recorded a song in the Audio Studio. Another patron told staff that he was most excited to gain the ability to record podcasts. There continues to be positive feedback about The Labs. Celebrating the Opening of the New Bostwick Branch Library On September 11th, London Public Library opened its new Bostwick Branch Library to the public. Patrons were amazed by the new building, and expressed their gratitude to have a beautiful new location to access library services. Families, in particular, spoke about how wonderful it was to have access to the YMCA, ice rinks, and library all in one place.

Balanced Score Card Metrics – 2018 3rd Quarter

PATRON PERSPECTIVE

We want to show that through strategic plan initiatives we have patrons who are very satisfied with services. We will retain our user base and grow it. Because of high satisfaction the public will support the library through donations.

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Comments: During the 3rd quarter of 2018, there were 652,659 visits by patrons to LPL locations. This represents a change of -0.91% from the 658,622 visits made during this time period in 2017. Many eager children came to the Library in July and August to participate in the TD Summer Reading Club and other summer programs. The temporary Westmount Branch, operating in the Westmount Shopping Centre, closed on September 4 and reopened as Bostwick on September 11. Westmount’s attendance while in the Mall was quite respectable with an attendance of 12,002 in July and 12,343 in August compared to 15,305 July 2017 and 16,715 in August 2017 when the full service Westmount Branch Library was operating. With the move to Bostwick the attendance increased to 23,629 in September compared to 13,572 in 2017. The Byron Branch closed September 8 for HVAC replacement and revitalization of the physical space with new paint, flooring, lights, and furniture.

2018 2017 Percentage Change

Current Quarter

652,659 658,622 -0.91%

Year to Date

1,878,103 1,892,938 -24.17%


PATRON PERSPECTIVE


Comments: The Library’s virtual services continue to be popular. There

were 1,044,691 virtual visits during the 3rd quarter of 2018,

compared to the 1,040,739 virtual visits made in 2017 during

these months. This represents an increase of 0.38%.


Current Quarter

1,044,691 1,040,739 0.38%

Year to Date

3,118,039 3,146,741 -0.91%


PATRON PERSPECTIVE


Comments: During the months of July, August and September of 2018, 883,716 items were borrowed compared to 945,356 items during the same time period of 2017. This is a change of -6.52%. The wireless Hotspots and lending laptops were very popular with vacationing Londoners during the summer months.


Current Quarter

883,716 945,356 -6.52%

Year to Date

2,542,218 2,692,351 -5.58%


PATRON PERSPECTIVE


Comments:

The Holds service continues to be well used by library

patrons. There was an increase in use during this quarter of

3% from the same quarter in 2017. Patrons placed 248,942

over these 3 months in 2018 compared to 241,692 in 2017.


Current Quarter

248,942 241,692 3.00%

Year to Date

723,395 699,354 3.44%


PATRON PERSPECTIVE


Comments: The number of London residents obtaining cards continues to increase in 2018. During the 3rd quarter, 6,903 new patrons obtained library cards compared to 5,918 in the same time period of 2017 representing a change of 16.64%. Many children come in and obtain cards over the summer months when they participate in the summer reading club. The opening of the Bostwick Branch in September has welcomed many new library users who previously did not use library services and have discovered the library when coming to use other services available in the facility.


Current Quarter

6,903 5,918 16.64%

Year to Date

17,196 14,356 19.78%


PATRON PERSPECTIVE


Comments: During the 3rd quarter of 2018, there were 244,101 reference/reader’s advisory queries. This is a change of 0.53% from July, August and September of 2017 when there were 242,814 reference questions.


Current Quarter

244,101 242,814 0.53%

Year to Date

635,635 659,165 -3.57%


PATRON PERSPECTIVE


Comments: During the 3rd quarter of 2018 library patrons used the public computers 92,338 times compared to 108,731 times during the same months in 2017. This represents a change of -15.08%. This drop reflects both the impact of the Westmount and Byron closures and the fact that computer use in the library continues to decline as more patrons own their own devices and use the library’s wireless service.


Current Quarter

92,338 108,731 -15.08%

Year to Date

266,059 290,234 -8.33%


PATRON PERSPECTIVE


Comments: Wireless usage across the system continues to increase substantially as many people use their own devices to access the network in the Library’s spaces. During July, August and September the wireless network was accessed 252,947 times, an increase of 96.06%, over the same time period of 2017, when the network was utilized 129,012 times.


Current Quarter

252,947 129,012 96.06%

Year to Date

772,070 387,920 99.03%


PATRON PERSPECTIVE


Comments: The number of programs offered during this quarter changed by 2.37% from 2017. During the 3rd quarter of 2018 there were

4,445 programs compared to 4,342 in 2017. Many children participated in the TD Summer Reading Club and the GCR: Teen Summer

Reading Challenge: Wild Kingdom Edition and enjoyed the fun, entertaining programs offered across the system during the summer months.

Christopher Paul Curtis, keynote speaker at this year’s Book Camp London, inspired many young readers and writers. The Children’s Library

was packed on July 21 for Drag Queen Storytime. The various classes that comprise the Digital Essentials series continue to be very

popular with adults who are looking to improve their computer, smart phone and tablet skills.


Current Quarter

4,445 4,342 2.37%

Year to Date

10,747 11,189 -3.95%


Current Quarter

54,025 54,670 -1.18%

Year to Date 157,699 150,763 4.60%


PATRON PERSPECTIVE


Comments: LPL staff are actively engaged in the community. During the 3rd quarter staff participated in 30 events and interacted with

4,547 participants in comparison with 39 events and 6,696 people in 2017. Some events that LPL staff participated in were Beerfest, the

Pride Parade and Pawlooza.


Current Quarter

30 39 -23.08%

Year to Date 115 116 -0.86%


Current Quarter

4,547 6,696 -32.09%

Year to Date 11,891 14,996 -20.71%


PATRON PERSPECTIVE



Current Quarter

465 495 -6.06%

Year to Date

1,147 1,194 -3.94%

Comments:

Organizations from the community provide specialized

services in LPL locations.

In this quarter Settlement Workers in Schools (SWIS)

provided several weeks of information and referral settlement

services from a number of LPL non-Library Settlement

Partnership (LSP) locations. SWIS staff from LUSO

Community Services worked with newcomers at Stoney

Creek and East London Branch Library. London Cross

Cultural Learner Centre SWIS staff provided services from

Central Library, Cherryhill, Masonville and Sherwood

Branches. At the Pond Mills Branch newcomers received

assistance from SWIS workers provided by South London

Neighbourhood Resource Centre. The SWIS worker

positions are funded by Immigration, Refugees and

Citizenship Canada.

Other community supports that are provided to our patrons

are: Canadian Mental Health Association (CMHA) Wellness

Centre at Central Library with an additional CMHA Wellness

Centre opening in September at the Sherwood Branch;

Housing Stability Bank; Community Justice Centre services

and Seniors Satellites.

reeppoorrtt lttoo rtthhee liibbrraaryy ......ra.ki.rangarajan whom i adore immensely. i am extremely...

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