Performance Scorecard for Annual-2007-2008

Customer Satisfaction

How well are library customers served according to the Library Mission? What does this mean to you? We want to be sure that we are meeting your needs. We have set some standards to measure customer satisfaction. These include the following:

• Availability: days & hours the Library is open and the website is available.
• Customer feedback: We look at customer surveys and have a secret shopper program to find out your opinions on how we are doing.
• Usage: We measure how many people have Library cards and how many people are visiting the Library.
• Programs & Classes: We count how many people attend library events.

Library Finances

How well are the library finances managed for achieving the Library Mission? What does this mean to you?

We want to make sure that the library has the needed financial resources and manages those resources effectively so that we can provide all the members of the community with the best possible library materials and services. We look at a variety of factors including funding per capita as well as the amount spent on library materials (such as DVDs, books, computers and databases) and the amount spent for staffing.

Internal Operations

How do the Library's internal processes function to efficiently support the delivery of services according to the Library Mission? What does this mean to you?

We measure:

• The % of time online resources, such as the Library website and catalog, are available.
• The time it takes to answer phone calls to the Library.
• The number of items delivered through our materials delivery service (MAYL).
• How quickly new materials are made available for check out.
• How quickly returned materials were made available to check out.

Library Resources

Are the needed resources (collections and technology) available to customers? What does this mean to you?

We want to be sure we are providing the resources you need. Our collection is composed of DVDs, books on CD, books in print, downloadable audio books and more! We measure how many materials are checked out each year. In addition to the collection, we have databases and a very dynamic website. It is important to see how often our databases and our websites are used. The third aspect of our resources are our computers. We want to make sure we have enough computers and that you do not have a long wait before gaining access to them.

Library Staff

Are staff available, trained and ready to achieve the Library Mission? What does this mean to you?

We use a variety of measurement tools, such as employee surveys, turnover rate, and a customer service shopper program to help us measure whether or not the library provides staff, who are trained and ready to provide the best possible services.