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HomeMy WebLinkAbout2008-12-17; Library Board of Trustees; MinutesApproved:ITEM #3 MINUTES MEETING OF: LIBRARY BOARD OF TRUSTEES DATE OF MEETING: Wednesday, December 1 7, 2008 PLACE OF MEETING: Board Room - Carlsbad City Library 1775 Dove Lane CALL TO ORDER: Vice Chair Marie Bradley called the meeting to order at 4:01 p.m. ROLL CALL: Present: Library Board Trustees Benson, Bradley, Lignante, and Swette Absent: Trustee Kamenjarin Also Present: Heather Pizzuto, Library Director Dave Curtis, Deputy Library Director Suzanne Smithson, Deputy Library Director Carol Naegele, Principal Librarian Cheryl Mast, Library Management Analyst Jessica Padilla Bowen, Library Community Coordinator Marg Kealey, NSDCGS Liaison Carolyn Taylor, League of Women Voters observer APPROVAL OF MINUTES: On motion by Benson/Lignante the minutes of the regular meeting held November 19, 2008 were unanimously approved as submitted. MONTHLY LIBRARY REPORTS: The Board reviewed the monthly report and had some questions about specific programs. Library Director Pizzuto provided the additional information and/or clarification as requested. Of particular interest was the Americorp volunteers and Library volunteers in general, especially the manner in which the Library recognizes and rewards their service. Library Director Pizzuto explained that the Library holds an annual event in April, usually during National Volunteer week, for that purpose and offered to have Library Volunteer Coordinator Amy Bennett attend a future meeting to provide additional information. Library Board of Trustees Page 2 Minutes of December 17, 2008 Meeting CARLSBAD LIBRARY & ARTS FOUNDATION DVD: Library Director Pizzuto introduced members of the Foundation board, President Trudy McGrath, President-elect Rebecca Moore and Rick Borg, Fundraising Campaign coordinator, who had brought with them the new DVD to show to the Board. It was explained that the purpose of the DVD was to gather community support for the campaign by telling the story of the Learning Center concept and how it changes lives. Following the viewing, the members of the Foundation Board explained how the DVD would be shown, to community service organizations and others when invited. The DVD will not be available on their website or for mass viewing as the Foundation wants the opportunity to have immediate interaction with those viewing the very emotional piece. Trustee Swette asked if the Foundation had considered smaller audiences, such as at an individual's home and Mr. Borg responded that they would be happy to attend such a gathering to show the DVD and discuss the campaign. PERFORMANCE MEASURES 2007-08 Library Director Pizzuto explained that annually the Library together with all the City Departments contribute information for the City's State of Effectiveness Report to the City Council. The Library uses three measures: the State Library ranking, Library Operating Costs and Citizen Satisfaction with Library Services. Library Management Analyst Cheryl Mast reviewed the key point of each of the measures with the Board. Of particular interest to the Board was the State ranking because the increase in the City's population placed the Library into a new category ranking it against the libraries of larger cities such as Berkeley and Pasadena. There was also discussion about the various ways of tracking internet traffic and the efforts of the State Library to standardize a method that would be used for reporting virtual library use on this survey. Management Analyst Mast reported that the Library was successful in reducing operating costs of delivering service with the implementation of the RFID technology and reduction in hourly staff, and citizen satisfaction continues to rank very high based on responses to the annual City telephone survey as well as the Library's surveys which are conducted every two years. Library Board of Trustees Page 3 Minutes of December 17, 2008 Meeting __ EXPENDITURE REDUCTIONS UPDATE: Library Director Pizzuto reported that all City Departments were asked to submit a proposal for a 5% spending plan reduction for the current fiscal year. The proposals are being reviewed by the City Manager.and Leadership Team and are scheduled to be presented to the City Council in January. Library has responded to several questions for clarification of its plan but received no recommendations to change the proposal. The Library's approach to developing a reduction plan was to allow for maintaining current core operations and to further increase our efficiency. The expenditures were trimmed system-wide in areas that would have little or no direct impact on public service. There are no plans for the elimination of any programs or significantly reducing our service level and there are no plans for any reduction in Library hours. The reductions fell into three broad categories: the materials budget, the hourly salary budget (budget only - no layoffs or reduction in current salaries) and administrative costs across the board. The Board had questions about a budget reduction for 2009-10 and Library Director Pizzuto responded that the Finance Department has not released any guidance yet for next fiscal year but that the Library is currently in the early stages of preparing its budget based on maintaining an overall reduction of 5% to the block. DIRECTOR'S REPORT: December 9th Evacuation Drill - The drill was successful in testing the Library's Disaster Plan and Fire Prevention staff were on hand to provide feedback and suggestions for improvement. The drill was conducted before the Library opened to the public and therefore involved only staff and volunteers. It was discovered that the alarm system at the Cole Library was not sounding and Facilities is working with the alarm company to make those repairs. Future drills will be conducted during Library open hours and will involve the public. Library Learning Center flooding - The recent rains revealed a problem with the drains in the planters which overflowed into the building. The water was quickly cleaned up with little damage to the building and the Facilities and Engineering staff identified an immediate method to release the water from the planters as well as plans for permanent modifications to the drain design. Carlsbad Reads Together - The author event is scheduled for Thursday evening, April 23rd, and will require tickets. Further instructions for Library Board Trustees to request tickets will be forthcoming. Currently there are 17 patron holds on the Library's copies of the book and Borders Books reports they have sold a dozen copies since the title selection was announced in the Carlsbad Community Services Guide. Library Board of Trustees Page 4 Minutes of December 17, 2008 Meeting Debit/Credit Cards - The Library is getting closer to being able to accept debit and credit cards from patrons for payment of fines and fees. Initially the service will only be available at the service desks but plans are to be able to extend debit and credit card payments at the self-check machines. That environment is much more complex and the Library needs to test the interface on a technical level, determine if it meets our Finance Department requirement for accounting and will work with our catalog system. Website re-design - Library staff continues to work on the City-wide project to redesign the webpage with an anticipated roll-out of the new design in either February or March. "Envision Carlsbad" - The focus of this group is the revision and rewrite of the City's General Plan and members of this Board were invited to the first phase. The next phase has begun with the formation of an internal committee and Library Director Pizzuto, Deputy Library Director Smithson and Arts Office Manager Peter Gordon are all providing input with regard to the future plan revision. This Board will also be again involved in this wide-scaled participation opportunity. Library Strategic Workplan - At the next Library Board Meeting this item will be on the agenda for the Board to review the workplan for 2009/10 and the priorities identified. Staff used the Library survey results to revisit the strategic directions and initiatives, and gathered staff input on priority initiatives for the next fiscal year. FOUNDATION REPORT: Trustee Benson announced that he was unable to attend the recent retreat but has met with the incoming and outgoing president to learn a little more about the organization and their plans for the future. FRIENDS OF THE LIBRARY REPORT: Library Director Pizzuto reported that the Friends held their annual Halloween luncheon to honor all their volunteers and it was very well attended. She also reported that the Friends met in November and approved a request for funding for the Carlsbad Reads Together program for 2009 as well as a projected $20,000 donation for materials to offset some of the reduction in the proposed spending plan. It was discussed and decided that they would change the manner in which they hold book sales and will provide higher quality books for sale at the Cole and possibly abandon any future book sales "on the green". Library Board of Trustees Page 5 Minutes of December 17, 2008 Meeting __ SDC GENEALOGICAL SOCIETY: Board Liaison Marg Kealey reported that membership continues to grow with many new members joining after taking Margaret Read's beginner and refresher genealogy classes. The classes will begin again in January. She provided highlights of the month's programs and holiday event as well as information on future programs. LIBRARY BOARD COMMENTS: Trustee Benson announced he has met with the City's Community Grants Committee where they reviewed 17 applications for the $40,000 available this year. The Committee has selected seven possible recipients and their recommendations will be presented to City Council for the final decision. Trustee Benson asked if the agenda packet could be sent electronically instead of paper and Library Director Pizzuto responded that we could send it either way, and the Trustees could let her know their preference. Trustees Benson responded that he preferred email and Trustee Bradley responded she would not mind receiving it via email. PUBLIC COMMENT: None present. ADJOURNMENT: By proper motion (Lignante/Swette), the meeting was adjourned at 5:40 p.m. Cissie Sexton Administrative Secretary ITEM #4 Monthly LIBRARY Reports for NOVEMBER 2008 Systemwide ... 1. Four Library staff members attended the annual California Library Association Conference in San Jose from November 14-17. 2. Volunteer Coordinator Amy Bennett has become a member of an advisory group with the California State Library in Sacramento. The group is exploring new ways to engage boomer volunteers (and the generations that follow) with engaging and meaningful volunteer opportunities. 3. The Library has recently experienced many staffing changes involving part-time employees. Some were promoted to full-time paraprofessional library jobs with other library systems and others have transferred and/or promoted to other positions within Carlsbad Library divisions. We congratulate them all. CCL, Dove Lane ... 4. November's TV programming featured The Peter Sprague String Consort, a Peter Sprague concert recorded live in the Schulman Auditorium. The concert was a co- production of the Library and the Museum of Making Music. Library Auditorium programs are regularly shown on Time Warner Cable community cable channel 19, KOCT Oceanside and on Del Mar Access TV. 5. There were three school tours during the month of November, plus a special "Limo to the Library" tour for Erin English, Olivenhain Pioneer Elementary principal and several lucky OPE students who won the tour in a raffle. 6. Another of the Birch Aquarium's exciting, interactive outreach programs attracted 8 participants on November 21. Students in grades 4-6 learned all about earthquakes, including how scientists pinpoint an earthquake's epicenter. They also had an opportunity to design and build an earthquake-proof structure using soft blocks, which, they learned, can be challenging. 7. The November Pizza and a Movie program for November was held on Friday, Nov. 14. It was a very popular event as 28 teens attended and enjoyed a screening of the summer blockbuster Iron Man. Georgina Cole ... 8. November had fewer regularly scheduled Children's programs due to the holidays. The annual In-N-Out Burger "Food for Thought" program ended on November 22 with a total of 173 kids signed up at the Cole Library. Children's special "Vote for Books" campaign ended at 9 p.m. on November 4 (Election Day). 117 ballots were received from children and teens who voted for their favorite book series in a variety Monthly Library Reports for November 2008 of categories. A party to celebrate the book winners was held on November 6 with 20 children in attendance. 9. Two Library catalog workstations in the adult area were converted to Internet workstations to help alleviate the queue in the adult computer lab. A new computer has been ordered and will be set up as a catalog workstation, replacing one of the converted workstations. It will be located closer to the circulating collection, away from the computer lab. 10. The Tuesday Evening Book Club read "The Mayflower" by Nathaniel Philbrick. Fifteen members attended the discussion led by Librarian Missy Shaw. The Thursday Afternoon Book Club read "Infidel" by Ayaan Hirsi Ali. Fourteen members attended the discussion led by Librarian Kimiko Morita. 11. Carlsbad History Room Library Technicians Amy Davis and Aspen Hill prepared a display of unique items found in the History Room for the display case. 12. The display in the adult reference area in November focused on books available for circulation related to National Adoption Month. The display was suggested by a patron, Dr. Schweikert. 13. On November 25, former NSDCGS Carol Baird presented a program entitled "My Hair Has Red Roots: From King David or Clairol?" 87 people attended. Ms. Baird presented information on "deep genealogy" and DNA related to Jewish heritage and on more traditional "paper trail" genealogy research methods. 14. Ruth Buman, a long-time NSDCGS member, donated 384 books to the Genealogy Collection. There were many early 20th century Californiana books that will strengthen the Collection considerably. Learning Center ... 15. Learning Center staff are continuing to interview and train greeter volunteers (used to open the doors for literacy learners and tutors scheduled by appointment before and after building hours). Shifts still unfilled are Tuesday morning and Thursday night. 16. Community Outreach Supervisor Carrie Scott attended the Executive, Finance, and Board of Directors meetings of the San Diego Council on Literacy. In addition, she and Council CEO Jose Cruz hosted Takashi Yamashita, CEO of Optelec, a local company that provides solutions to low-vision and dyslexic individuals. 17. Carlsbad History Room Library Technician Amy Davis is working with Carrie Scott to present 4 programs to teach the Literacy Services high school students about Carlsbad history. 18. The adult learner book club discussed Call of the Wild. Next month's book is Skipping Christmas. Monthly Library Reports for November 2008 19. The Writing on the Computer 1 for literacy learners began in November, utilizing the new computer lab with projector and smartboard for improved instruction. 20. The first installment of $10,000 from the California State Library grant for Library literacy was received. It will be put to use immediately to buy supplies and books for tutors and learners. 21. The Literacy program's two AmeriCorps members Geoff Armour and lla Schmidt will be completing their second and and final year of service at the end of December. Staff are in awe of their accomplishments, and they (and the other State Library AmeriCorps members) will be honored at an AmeriCorps event in December. Two new AmeriCorps members, Deborah Fernau and Leslie Rodwick, will begin their terms of service in January. Both are current tutors in the literacy program. Permission was received to utilize a third AmeriCorps volunteer at the Learning Center. A third candidate for this position, also a tutor in our program, withdrew her application due to a friend's serious illness. Staff are working with both the potential member and the AmeriCorps office to see if a delayed start can be accommodated. 22. Community Outreach Supervisor Lizeth Simonson was invited to present at the English Learner Advisory Committee (ELAC) meeting on November 6 at Calavera School. During this meeting, Lizeth spoke to the audience about the importance of reading to their children, library services, literacy services, and promoted the homework assistance program. Handouts about the programs and the children's calendar were distributed to parents in attendance. 23. Lizeth Simonson and Centre staff member Angelina Canseco participated in an Alternative Christmas Celebration at the Pilgrim Congregational Church in Carlsbad. Members of the church donated books to the Learning Center and Learning Center brochures were distributed to the public. 24. The Learning Center staff welcomed a new Homework Zone volunteer in November, Dennis Osgood. Mr. Osgood is also a tutor with the literacy program and a Homework Zone volunteer at Georgina Cole Library. The Learning Center now has a total of 10 Homework Zone volunteers. During November 167 children received assistance with their homework. 25. On November 6th, a group of bilingual parents from Magnolia and Buena Vista Elementary Schools celebrated "Family Library Night" at the Learning Center. Lizeth Simonson welcomed the parents and their children and informed the group about library services in general, the Homework Zone, adult computer classes, and children's programs. 26. On November 20th and 21st, participants from the three computer classes taught in Spanish completed their eight-week courses. Each participant received a certificate of completion. All the participants will advance to the next level and classes will resume in January 2009. CARLSBAD CITY LIBRARY MONTHLY USAGE STATISTICS - NOVEMBER 2008 CCL Dove Lane Reference questions Circulation People count In-House Use of Materials Cole Library Reference questions Circulation People count In-House Use of Materials Learning Center (began Aug 2008; formerly Centro/ALP) Reference questions Circulation People count In-House Use of Materials Library-Sponsored Programs Adult programs Adult program attendance Young Adult programs Young Adult program attendance Children's programs Children's program attendance Computer Users All Facilities E-Mail Notification New Users Outbound Notices (Hold, Overdue 1 & 2) New Users Cumulative Total (Began August 2005) Telephone Notification New Users New Users Cumulative Total (Began December 2005) Facility Meeting Room Use Events booked Event attendance Events cancelled Volunteer Hours Total hours Nov-07 12,355 71,759 28,809 10,795 6,282 28,211 18,166 7,303 223/61 763/138 1,8057* 165/* 32 289 5 45 96 1,993 11,444 724 7,088 23,244 258 6,802 62 3,437 18 1,245.6 Oct-08 13,754 73,026 33,526 9,195 7,856 31,640 16,750 5,974 833 1,832 4,942 . 198 43 666 11 97 124 3,342 13,864 818 8,627 32,423 272 9,618 72 2,766 16 1,239.55 Nov-08 12,965 71,641 30,148 7,928 7,441 30,329 16,113 5,835 305 1,292 3,420 280 31 326 10 111 88 2,153 12,429 690 7,064 33,113 221 9,839 60 2,062 20 1,078.15 * Not reported. *** Door counter not working properly for one week. ITEM # 6 Library Department- STATE LIBRARY RANKING THE OUTCOME Top quality Library services. THE MEASUREMENT The Library Development Services Bureau of the California State Library annually collects statistical data from all California libraries. The data is collected in August, following a June 30th fiscal year end. The State Library subsequently publishes the data, which distributes about one full year later. For example, data published in July 2008 is based on 2006-07 data collected. There are 12 basic ratings derived from State-collected data that appear annually in CALIFORNIA LIBRARY STATISTICS. The State uses seven population categories for public library rankings. On occasion, the State has revised the population ranges in these seven categories. In the California Library Statistics 2008 report, Carlsbad is one of 28 libraries in the 100,000 to 150,000 population category, which covers data within the 2006- 07 fiscal year. This is the first year that Carlsbad is included within this population group of libraries and Carlsbad's is the lowest population served within that range. WHAT THE DATA MEANS Measurements used in this rating system are basic to all public libraries and, when related to per capita levels of activity, is an accurate way to compare the Carlsbad City Library to other top quality libraries in California. High index ratings are an indicator of excellence and establish benchmarks for both internal and external comparisons. DEPARTMENTS INVOLVED Library BENCHMARK The Carlsbad City Library will be ranked above the 90th percentile among public libraries in the state in cities of 100,000 to 150,000 populations. For 2008, the 90th percentile equates to a ranking of second or better. RESULTS The benchmark was calculated by reaching an averaged ranking of first. For the 2006-07 fiscal year data, Carlsbad's population exceeded 100,000, which elevated the library to a new population category. This marks the first time Carlsbad will be ranked against other libraries in this category. Carlsbad ranked third against the other 27 public libraries in California in the 100,000 - 150,000 population category. (Comparing from last year, the total number of libraries increased from 19 in the 70,000 - 100,000 range.) BENCHMARK 2ND or higher/ 90th percentile 2001 4TH 2002 2ND 2003 1ST 2004 1st 2005 1st 2006 1st 2007 1st 2008 3RD ANALYSIS Carlsbad was ranked against 27 other libraries in 12 measurement categories listed in the chart below. One category, Microforms, was eliminated from consideration this year. Microforms are a material archival format, which is more appropriately applicable to libraries with archival collections. This category was replaced with Material Expenditures per capita. This category allows libraries to compare resources spent to deliver collection materials to customers. Compared to the previous year, Carlsbad remained the same ranking in 2 categories (Expenditures per capita and Circulation per capita.) Carlsbad dropped rankings in 9 categories (Librarian FTE, Total FTE, Book Volumes Held, Audio Materials, Videos, Periodicals, Reference Questions per capita, Library Attendance and Registered Borrowers.) The table below shows how Carlsbad ranks with the top rated public libraries in California in 12 key measurement categories: Top Library Rankings Based on 2006-07 California Library Statistics Published July 2008 Librarian FTE Total FTE Expenditures per capita Volumes Material Expenditures per capita Audio materials Videos Periodicals Circulation per capita Ref. Questions per capita Library attendance Registered borrowers TOTAL: RANK: Berkeley 2 1 1 8 1 1 2 1 3 6 2 13 41 1ST Pasadena 1 2 3 1 5 14 19 5 5 3 3 1 62 2ND Carlsbad 4 3 2 12 2 3 9 8 4 2 9 5 63 3RD Thousand Oaks 6 5 5 4 3 5 1 7 7 8 10 6 67 4TH Marin Co. 3 4 4 5 4 4 4 2 8 10 5 16 69 5™ To meet its desired benchmark of second or better, the Library will need to improve its ranking in one or more of the categories. One category the Library is targeting for improved reporting is Library Attendance. Attendance is currently measured by infrared door counters placed at the entrances of each library facility. This methodology has proven somewhat unreliable for consistent data collection. Even though the CCL ranked third among this new population group it is worth noting that it is being compared against libraries of significantly larger population. This represents a larger peer group field than previous years of comparison. ACTION PLAN Staff analyzed the July 2008 data and adjusted the twelve measuring categories as appropriate to Carlsbad City Library performance. Continued review of the categories is planned to ensure relevant reporting. Staff will research other methods of data collection for library visitors. If economically prudent, budgetary consideration will be extended for procurement of a different system. As the Carlsbad City Library moves into a different peer group mostly serving urban communities, it provides us an opportunity to review the categories for relevance, and to check-in operationally with how larger systems deliver service. Specific areas of concern are how the collection materials are delivered. For example, libraries in urban settings may make a greater investment in electronic delivery than print delivery in order to maximize resources and availability to a larger community. POINT OF CONTACT Cheryl Mast, Management Analyst (760) 602-2014. CAmast@ci.carlsbad.ca. us. Community Services LIBRARY OPERATING COST THE OUTCOME Efficient use of Library resources and reporting of public value derived from delivery of Library services. THE MEASUREMENT The Library has identified several measures over the past year to analyze efficient use of financial resources and support from the community through volunteer hours. Each measure will be explained in the Analysis section of this report. Circulation Services: 1. Cost for a Clerk to perform a check-out session (average transaction time = 2 minutes). 2. Percentage for the cost of Circulation Services compared to the total library operating costs. Reference Services: 1. Cost for a Reference Librarian to answer an adult reference question (average transaction time = 3.06 minutes). 2. Percentage for the cost of Reference Services compared to the total library operating costs. Children's Services: 1. Cost for a Children's staff member to answer a child reference question (average transaction time = 3.66 minutes). 2. Percentage for the cost of Children's Services compared to the total library operating costs. Cost per Capita - total Library operating costs divided by Carlsbad population. Value of Volunteer Hours - number of volunteer hours contributed to Library multiplied by the California Average Rate per Hour for volunteers. WHAT THE DATA MEAN These cost efficiency and public value measures provide information for staff to monitor and track over time, with the purpose of improving efficiency and reporting value to citizens. DEPARTMENTS INVOLVED Library BENCHMARK For all cost measures, the Library desires to meet anticipated increases in demand for library services with the same or greater levels of efficiency. Annual Volunteer Hours Donated: For 2008, 18,000 hours. RESULTS Measure Circulation Services Clerk Cost per Check-Out (per transaction) Percentage for Circulation Services Costs/Total Library Operating Costs Reference Services Librarian Cost to Answer Adult Reference Question (per transaction) Percentage for Reference Services Costs/Total Library Operating Costs Children's Services Librarian Cost to Answer Child Reference Question (per transaction) Percentage for Children's Services Costs/Total Library Operating Costs Library Operating Cost per Capita Volunteer Hours Donated Value of Volunteer Hours 2005/06 $ 0.41 12% NM NM NM NM $ 88.20 14,116 $ 286,419 2006/07 $ 0.48 11% $ 3.55 14% NM NM $ 95.82 16,450 $ 355,145 2007/08 $ 0.52 11% $ 4.01 16% $ 4.04 8% $ 90.32 17,954 $ 401,811 NM = Not Measured ANALYSIS Circulation Cost per Transaction Measure: An average time was collected for each transaction at both Dove and Cole Libraries. The number of items checked-out per session varies. This average time was multiplied by the average hourly rate (including direct and indirect costs) for Clerk staff serving the public. These calculations provided the total cost per transaction amount. This is the third year using the measure. In 2005/06 the baseline was established without Radio Frequency Identification (RFID). In 2006/07, RFID equipment was installed, but full implementation was not yet realized. Technology to accept fine/fee payment at the self-checks is in development, resulting in partial achievement of the efficiencies expected from RFID in 2007/08. The Library has reduced the total part-time FTE utilized in the Circulation Division. It is the Library's expectation to decrease the total staff costs for providing check-out services at the point that the implementation of RFID equipment and processes are complete. The decrease in total staff costs might be achieved by increasing patron use of self check machines in addition to decreasing the number of staff within the Circulation division. However, while total staff costs might decrease and the percentage of the total Library operating costs will decrease, the Clerk cost per transaction is likely to remain about the same or increase because staff will be handling the more complicated transactions. Reference Cost per Transaction Measure: An average time was collected for each transaction at both Dove and Cole Libraries. The depth and scope of adult questions answered per session varies. This average time was multiplied by the average hourly rate (including direct and indirect costs) for Reference Librarian staff serving the public. These calculations provided the total cost per transaction amount. This is the second year the Library has used this measure. Children's Cost per Transaction Measure: An average time was collected for each transaction at the Children's service desks at both Dove and Cole Libraries. As with questions asked at the Adult Reference Desk, questions asked of the Children's staff vary in depth and scope. This average time was multiplied by the average hourly rate (including direct and indirect costs) for Children's staff serving the public. These calculations provided the total cost per transaction amount. This is the first year the Library has used this measure. Percentage of Circulation, Reference and Children's Service Area Costs Compared to Total Library Operating Costs: The total expenditures for the Circulation, Reference and Children's service areas were divided by the total library operating costs to determine a percentage value. With the implementation of RFID equipment usage, it is the Library's expectation to decrease the Circulation percentage over time. Cost per Capita: The Library's total expenditure costs were divided by the total population number for the city of Carlsbad. In 2006-07, the Library made a significant investment in technology providing us the capability of handling more activity, and to accommodate future increases in population while carefully managing operating costs. In addition, Carlsbad's population growth rate was disproportionate to budgeting methodology rates. This resulted in an increase to cost per capita that year. It is the Library's priority to efficiently deliver services that the community members desire while maintaining a high degree of satisfaction. In 2007-08, the Library's cost per capita is significantly less than 2006-07, reflecting revised budgeting methodology rates, the technology implementation that occurred in 2006-07, and the associated reduction in part- time staff. Value of Volunteer Hours: For two years (calendar years 2006 and 2007), the Library experienced an unprecedented donation of time by volunteers due to the Library's implementation of new technology, Radio Frequency Identification. Every item in the Library's material collection had a tag inserted into it. The Library has continued and surpassed this high level of community volunteerism by increasing its outreach to obtain volunteers and has focused on utilizing their service in meaningful ways. During this same period, the Library's literacy program has increased its tutor/learner pairs (all tutors are volunteers) to an all- time high. The literacy program is the highest user of volunteers among the Library divisions. The Library has also trained staff to supervise, train, and retain volunteers, resulting in longer-term volunteers. It is the Library's intent to disclose the value of the time donated by the public. The public's contribution of time allows the Library to deliver expanded services that otherwise would not be provided. The 2007-08 California average volunteer rate per hour is $22.38. ACTION PLAN With the implementation of RFID technology, circulation services are transitioning toward increased use of self service and reduced use of staffed services. Staff has investigated a self-payment system at self-check stations and plans to implement a test version of this system in 2008-09 to evaluate feasibility. This solution would provide the capability to increase use of self- check equipment. While the use of staffed stations may decline, the types of transactions requiring staff assistance may evolve toward complex transactions, which likely will result in longer checkout transactions. This expanded time co- mingled with higher personnel costs may result in higher costs per transaction. To better capture the overall cost of providing circulation services as more transactions are completed at self-checks, the Library will adjust this measure to calculate the cost of all circulation transactions whether performed by Clerks or at self-checks. This will allow the Library to track the expected decrease in total staff costs for providing check-out services as a result of implementing RFID completely. The Library expanded the analyses this year to include the Children's Services area. Answering reference questions and providing assistance is a core library service, similar to circulating materials. Staff will continue to develop the measures and targets established, and create new measures for additional services provided by the Library. POINT OF CONTACT Cheryl Mast, Management Analyst (760) 602-2014, CAmast@ci.carlsbad.ca.us Learning, Culture, and Arts LIBRARY SERVICES - CITIZEN SATISFACTION THE OUTCOME High level of citizen satisfaction with Library services. THE MEASUREMENT The Library participates in the annual citywide telephone survey of residents. In an effort to more specifically explore user perceptions of library services and their satisfaction with those services, the Library also conducts telephone and intercept surveys on a bi-annual basis. The Library further contracts for mystery shopping evaluations on a regular basis throughout the year. The Library measurement for the citywide telephone survey consists of results to the following question: Would you say you are satisfied, dissatisfied or neither satisfied nor dissatisfied with the City's efforts to provide library services? BW Research conducted an intensive telephone survey of Carlsbad residents and an intercept survey of library visitors. The measurement for the Library's surveys asks the residents of Carlsbad (phone) and Library users (intercept) questions regarding their use of library services and their satisfaction. The measurement for mystery shopping surveys provides results as an aggregate of seven categories experienced at the Dove and Cole libraries. WHAT THE DATA MEANS Measures of how the citizens and visitors rate their level of satisfaction with the city's library services provides staff with a better understanding of the effectiveness and customer satisfaction with city programs. DEPARTMENTS INVOLVED Library BENCHMARK In all surveys, 90% of respondents rate satisfaction with Library services as "Good or Excellent" or "Very Satisfied or Somewhat Satisfied", depending on the criteria used for each survey. RESULTS City Telephone survey: Residents who responded "very satisfied or somewhat satisfied" to the question, "Would you say you are satisfied, dissatisfied or neither satisfied nor dissatisfied with the City's efforts to provide library services?" BENCHMARK 90% 2002 97% 2003 97% 2005 97% 2006 98% 2007 96% 2008 97% BW Research Library Telephone and Intercept surveys: Library users in both the telephone and intercept surveys were asked to reveal their perceptions about the Carlsbad City Library. Among those who provided a response, 96 percent of user households from the telephone survey and 98 percent of customers from the intercept survey rated the Carlsbad City Library favorably ("Excellent" or "Good"). Given the high satisfaction levels, the Library was interested in determining which programs and services users rated the highest. Figure 13 Telephone & Intercept Surveys: % Very Satisfied with Programs & Services In-person customer service Access from your home computer to the Library's catalog for holds and renewals Story times for young children Access at the Library to computers, the Internet, and online research databases Cultural events for all ages, such as concerts and author talks Lifelong learning programs for personal and intellectual growth Homework assistance Educational programs for teens and young adults, including teaching life skills Materials and programs in languages other than English B Telephone D Intercept Teaching reading and writing in English to individuals with low literacy skills | 51.5%" 84.8% 0% 20% 40% 60% 80% 100% Mystery Shops: BENCHMARK Overall 90% 2006 94% 2007 95% 2008 93% J2 100%o> oj 97% 5 94% .ro 91% 88% Mystery Shopping ~c _90% J5°y'o £ 93% 93% 93% )5°/i^__ „.._. j — 92%H ( S ^ ^,/ / „/ -" <»" Service Categories ANALYSIS The Library participated in the citywide telephone survey conducted in Fall 2008. User opinions are very important to the Library, which wishes to provide the services customers want while providing those services in an efficient manner. Citywide Telephone survey - this is the eighth year that the City has asked its residents how they rate their satisfaction with Library services. The trends shown by the survey reflect significant positive ratings from the public at large. The consistency and level of the rating is worth noting (over 95% for the past seven years). Library Telephone and Intercept surveys - the chart shows library visitors' highest satisfaction ratings of library programs and services. Users felt the greatest degree of satisfaction with in-person customer service, access to the catalog from home computers along with computer access at the library, story times for young children, and teaching reading and writing in English. Mystery shopping - 34 mystery shopping experiences were conducted from July 1, 2007 through June 30, 2008. Overall, shoppers rated library facilities at ninety-three percent (93%) satisfaction in several categories including Building, Exterior, Interior, Staff Interaction, Computers, Reference and Children's Collection. All of the mystery shoppers scored the library at 8 or above, on a scale of 1-10, with ninety-four percent (94%) rating the library at 9 or 10 for overall impression. ACTION PLAN The Library staff continues to seek customer input to better understand library services that customers want which may not be currently offered as well as understanding the importance and satisfaction with services that are already offered. In lieu of offering additional services to customers, the Library may need to focus resources on supporting and maintaining those services in high demand while diminishing or eliminating lesser-used services. In addition, the Library continues to research methods to expand measurement of performance through accessing State Library and other national resources. The Library Learning Center opened in August 2008. That site will be incorporated into the Mystery shopping evaluations in the 2009-10 fiscal year and in the bi-annual library customer survey in Spring 2010. POINT OF CONTACT Cheryl Mast, Management Analyst (760-602-2014). CAmast@ci. carlsbad. ca. us.