RECOMMENDATION: It is recommended that the Library Board receive this report. BACKGROUND & REVIEW

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1 R E P O R T T O T H E L I B R A R Y B O A R D MEETING DATE: MAY 28, 2015 Session: Public Session Subject: Balanced Score Card Public Service Report, 1st 2015 Prepared By: Nancy Collister, Arlene Thompson, Margaret Wilkinson Presented By: Nancy Collister Purpose of Report: For Receipt and Information Only 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 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 Financial Perspective With the London Public Library Strategic Plan: Library Space is Community Place, we will endeavor to provide an even more personalized service experience to library patrons. 4th Report The 2015 Balanced Score Card Metrics Report 1st is attached. The Library is busy with usage remaining high across the system. At the same time, there was a slight drop in usage which we will continue to monitor to see if changes represent a longer term trend.

2 Community Stories from the 1st, 2015 A legally blind patron shared with staff she is delighted and grateful for the e- audiobook service. For the first time in her life she has complete autonomy about selecting her own materials and requires no outside assistance. It's changed her entire experience, increased her independence so much and she does it all via her iphone. This comment was received from a library patron: I appreciate the role that libraries play in the community and feel that all members of a community are well served by a library. Libraries are one of the very few places you can go without having to have a particular reason for being there, and you do not have to make an appointment or pay for the privilege. This comment was made by a Reading for Enjoyment and Development (R.E.A.D.) Program guardian: I want to let you know how excited my grandson was to receive his book gift from the R.E.A.D. party. He absolutely loves it and takes it everywhere. In fact, he takes a book in the car now, and we have to tell him to stop reading and go to sleep. An LPL volunteer shared this thought: I only make a small contribution but I enjoy the volunteer work I do; it is for something I totally support. As a newcomer to London, it has given me focus and a sense of meaning. The London Public Library supports all communities and transcends cultural boundaries. A long-term patron and program instructor stopped by the Welcome Desk to share this comment: "The whole world comes through the library! 1st time in a library in over 25 years; so relaxing. See you next week.

3 679,422 patrons came through LPL doors during the 1 st quarter of This is a slight change of -0.72% from the previous year when 684,315 patrons visited during the same period. The weather during this quarter was extremely cold and may have impacted in person attendance and overall activity at the Library. The cold weather did not impact Family Literacy Day on January 24, when 700 enthusiastic parents and children enjoyed a wide range of activities. In , , % 679, , %

4 In the 1st quarter of 2015 library users continued to engage with LPL by using our virtual services. These services were accessed 1,011,479 times; this is a slight increase of +0.27% from 2015 when there were 1,008,730 uses. Virtual visits include, for example, website use, catalogue use, access to the Historic Digital Images gallery, and activity on Facebook, Twitter, YouTube and Flickr. 1,011,479 1,008, % 1,011,479 1,008, %

5 973,122 print, audio-visual and electronic items were borrowed during the months of January, February and March of 2015 compared to 985,689 items borrowed in this period in This is a change of -1.27%. On March 6 the DVD Quick Picks collection was launched. This new collection of high demand titles is similar to our Quick Pick book collection. Holds cannot be placed on these materials, making them first come, first served. This expansion of the Quick Pick service has been well received so far. E-resources currently provided to the public include, ebooks, eaudio, evideos, Zinio (emagazines), PressDisplay (enewspapers) and Indieflix. Demand for this format continues to grow. During the first quarter of 2015 over 82,500 items were borrowed compared to 69,581 items checked out in the same quarter of The Library is investigating new e-resources options for , , % 973, , %

6 The holds service continues to be well-used. Library patrons placed 251,515 holds on items in the 1st quarter of This is a slight change of -0.25% from the same quarter of 2014 when 252,144 holds were placed. Staff continue to evaluate workflow and to streamline processes to ensure the most efficient service possible. 251, , % 251, , %

7 3,998 new patrons joined London Public Library in the first quarter of 2015 compared to 4,125 patrons in This is a change of -3.08%. In 2015 staff will continue to connect with people at various outreach events to promote LPL services and collections. This activity often results in new registrations. 3,998 4, % 3,998 4, %

8 Staff answered 220,207 questions in the 1 st quarter of This is a change of % when 283,738 reference questions were answered. In February 2015, as part of the User First strategic priority, the Information Services Team completed a survey to assess current services. The review of information services provided by LPL staff will continue and a new service plan developed in , , % 220, , % To better serve library patrons with their information needs, a Book A Librarian service option was launched at the Central Library at the beginning of February. Patrons can make an appointment for one-on-one help with their information needs. Appointments are one hour in length and librarians will show and demonstrate the best resources to answer the question. Patrons who have accessed the service have been very satisfied with the assistance they received. Many of the questions in February and March have related to digital collections. The Central Librarians are planning outreach to high schools to promote the service to students.

9 Use of LPL s computer workstations rose by 2.8% during the 1st quarter of the year. 139,842 uses were recorded. During the same quarter of 2014, there were 136,036 uses. s introduced in 2014, such as increased computer time, and upgrades to work stations, have been well received by the public with the result of increased usage. 139, , % 139, , %

10 Comment: The library s wireless service continues to be heavily used. Patrons logged into the service 47,795 times in January, February and March 2015, compared to 49,141 times in This is a small change of -2.74%. In 2015 staff will continue to make service and network enhancements to improve public access to the wireless service. Staff are also reviewing branch spaces and reorganizing seating in the hopes of improving access to electrical outlets for those using personal devices and the wireless service. 47,795 49, % 47,795 49, %

11 3,785 3, % 3,785 3, % 42,401 51, % 42,401 51, % During the 1 st quarter of the year, the number of program sessions across the library system increased from 3,380 programs in 2014 to 3,785 offered in 2015 this is an increase of 11.98%. The number of people attending programs changed from 51,592 in 2014 to 42,401 in the 1 st quarter of This is a change of %. The March Break children s programming was the Week of Awesome with activities for all ages and fun for the whole family. Each location also offered literacy programs that supported the City wide campaign 2000 words to grow, an initiative of London s Child and Youth Network.

12 % % 2,289 2, % 2,289 2, % Staff continue to participate in events beyond library doors. Staff represented the library at 25 events, and engaged with 2,289 individuals during the 1 st quarter of the year. Staff attended 38 events and connected with 2,638 people in the same quarter of Examples of these events included: Family Literacy nights at various elementary schools, Black History Month Opening Celebration, Age Friendly Conference, and the Horton Street Seniors Health Fair.