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Session: Public Session

Subject: Balanced Score Card Report, 4th Quarter 2012

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 Consistent with the Board’s adopted governance model, the Customer Service and Patron Perspective and the Financial Perspective will be presented to the Board on a quarterly basis, along with analysis and report on future actions. 4th Quarter Report The 2012 Balanced Score Card Metrics Report – 4th Quarter is attached. The report presents overall 2012 targets, analysis of 4th quarter results and a summary of the year’s activity. In addition, Appendix A charts five year trends for each indicator from 2008 – 2012.

Balanced Score Card Metrics – 2012 4th Quarter

PATRON PERSPECTIVE

Report - 1

We want to show through strategic plan initiatives we have patrons who are very satisfied with services, use a wide scope for which we have organized ourselves effectively to provide. We can retain our user base and grow it. Because of high satisfaction they are supportive of the library through donations.

In-Person Visits

Percentage Changes

Current Quarter Year-to-Date Over 2012 Projection -5.86% -5.22% Over 2011 Benchmark -5.31% -4.45% Status: During the 4

th quarter of 2012 there were 728,649 visits to library locations, compared to 769,472

in 2011. This is a decline in attendance of -5.31% for the quarter. There were 3,087,785 visits for the entire year. Annual attendance is -4.45% lower than attendance of 3,231,680 in 2011. This trend began during the 1st quarter in 2012 but became more noticeable in the 2

nd, 3

rd and 4

th quarters. Attendance

declined at the Central Library and a number of branches. Some factors include: the end of the Employment Resource Centre service at Beacock, Crouch, Jalna, Pond Mills, Westmount and Central Library; Sunday Service at Central was not provided in the fall; and a new branch of the Middlesex County Library opened in Komoka fall 2011 which may have affected attendance at the Bryon Branch. Attendance might have been affected by the changes to wireless service access. A five year comparison of attendance figures does show some fluctuation. Action: While patrons might be visiting the Library less frequently in person, they are visiting us via the webpage, using the catalogue, various e-services and the electronic resources Staff will continue to be active with outreach and other community activities that take some library services to the patrons where they are.

0

100,000

200,000

300,000

400,000

500,000

600,000

700,000

800,000

900,000

1st qtr 2nd qtr 3rd qtr 4th qtr

In Person Visits

2010 Actual

2011 Benchmark

2012 Projection

2012 Actual


PATRON PERSPECTIVE

Report - 2

Website Visits

Percentage Changes

Current Quarter Year-to-Date Over 2012 Projection 27.87% 4.86% Over 2011 Benchmark 28.05% 4.94% Status: Changes made to the Library website with the introduction of the new catalogue in the fall of 2011 affected the overall calculation of unique website visits. The source of the error was identified in September 2012 and appropriate links re-established. Staff have provided estimates for the 1

st, 2

nd, and

3rd

quarters of 2012. During the 4th quarter of 2012, there were 1,204,540 visits to the website, compared

to 940,670 visits during this quarter in 2011. This is an increase in use of 28.05%. There were 4,723,804 unique visits to the website in 2012, compared with 4,501,296 visits in 2011. This is an increase of 4.94% A comparison of website use since 2008 shows continuing growth in this indicator. Action: In 2013, vendor improvements to our catalogue and digital catalogue platforms should allow for some customization and improved user experiences. Website plans include a home page revamp, improved user feedback mechanisms, and support for user engagement.

0

200,000

400,000

600,000

800,000

1,000,000

1,200,000

1,400,000


Website Visits

2010 Actual

2011 Benchmark

2012 Projection

2012 Actual


PATRON PERSPECTIVE

Report - 3

Borrowed Items

Percentage Changes

Current Quarter Year-to-Date Over 2012 Projection -0.20% 0.83% Over 2011 Benchmark 0.59% 1.79% Status: The number of items being borrowed continued to grow during the period from October to December, 2012. 1,037,930 items were borrowed compared to 1,031,861 in 2011. This is a modest increase of 0.59%. Annual circulation figures for 2012 were 4,325,448 which is an increase of 1.79% from 2011. Circulation of library items has increased by 25.56% since 2008. Action: Collections services staff will continue to be responsive to the needs of the patrons in selecting materials for the collections. Staff will continue to display materials effectively to promote the collections to the public. Novel ideas for promotion include the current “Blind Date with a Book” displays at Beacock and Westmount Branches during the month of February.

0

200,000

400,000

600,000

800,000

1,000,000

1,200,000


Borrowed Items

2010 Actual

2011 Benchmark

2012 Projection

2012 Actual


PATRON PERSPECTIVE

Report - 4

Reference Transactions

Percentage Changes

Current Quarter Year-to-Date

Over 2012 Projection 2.24% 8.83% Over 2011 Benchmark 3.10% 9.36% Status: There was an increase of 3.10% this quarter in the number of reference questions posed to staff - 368,069 compared to 356,993 in 2011. The total number of reference questions for 2012 was 1,438,723. This is an annual increase of 9.36% from the previous year. A five year review indicates a continuing upward trend in usage of reference, reader’s advisory and referral services since 2008. Action: A review of the Reference, Reader’s Advisory and Referral Service will be conducted in 2013. While the public are still asking staff questions and seeking assistance, we want to ensure that our services are meeting the public need. In 2013 staff will pilot the use of tablets in the reference process at the Central Library as well as using them out in the community at events and programs.

025,00050,00075,000

100,000125,000150,000175,000200,000225,000250,000275,000300,000325,000350,000375,000



2010 Actual

2011 Benchmark

2012 Projection

2012 Actual


PATRON PERSPECTIVE

Report - 5

Computer Use In Library

Percentage Changes

Current Quarter Year-to-Date Over 2012 Projection 29.71% 13.23% Over 2011 Benchmark 27.75% 11.99% Status: Computer workstation use increased from 123,873 logins during the 4

th quarter of 2011 to

158,248 logins in the same quarter of 2012. This is an increase of 27.75%. During 2012, patrons used library computers 635,216 times. This was an annual increase from 2011 of 11.99%. With the closure of the Employment Resource Centres (ERCs) mid-year, more computers workstations were available for general public use. Now patrons seldom have to wait for a computer to become available. Many members of the public continue to rely on this important service. There has been some fluctuation in computer use since 2008, but usage seems to be on the rebound once again. Action: The Technology Solutions Team has completed their survey of staff and public in regards to the suite of services available. The team will bring forward their recommendations and implementation will begin in 2013. The rollout of the accessibility technology accessories will be completed by spring 2013.

0

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40,000

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180,000


Computer Use in Library

2010 Actual

2011 Benchmark

2012 Projection

2012 Actual


PATRON PERSPECTIVE

Report - 6

Wireless Use in Library

Percentage Changes

Current Quarter Year-to-Date Over 2012 Projection -43.59% -37.24% Over 2011 Benchmark -52.35% -26.55%

Status: During the 4th quarter of 2012, patrons accessed LPL’s wireless service 28,207 times compared

to 59,197 times in the 4th quarter of 2011; usage for the quarter was -52.35%. In March 2012, LPL

implemented patron authentication for wireless use. Patrons now require a library card and PIN. We have experienced a drop in use since this time. There were 125,511 uses of the wireless service during 2012, compared to 170,871 uses in 2011. This is an annual change of -26.55%. A review of five year usage pattern shows rapid growth from 2008 – 2011. Wireless service was first introduced in 2007. Action: Since patron authentication was implemented staff work closely with individuals to reduce barriers to obtaining library cards. Staff will continue to actively promote library services and spaces, including wireless, to student populations in London.

0

10,000

20,000

30,000

40,000

50,000

60,000


Wireless Use

2010 Actual

2011 Benchmark

2012 Projection

2012 Actual


PATRON PERSPECTIVE

Report - 7

Holds Placed

Percentage Changes

Current Quarter Year-to-Date Over 2012 Projection 4.22% 3.69% Over 2011 Benchmark 6.48% 5.66%

Status: Use of the holds service increased once again this quarter – 249,076 items were placed on hold in 2012, compared with 233,910 holds in 2011. This is an increase of 6.48%. We achieved a record this year with 1,027,610 holds being placed by patrons throughout the year. In 2011, 972,592 holds were placed. The annual increase was 5.66%. Since 2008, this service has grown steadily by 26.59%. Action: Due to the continuing handling and delivery pressures created by growth in the holds service and circulation, staff have undertaken several projects to review and analyze processes, testing different models for efficiencies and service improvements.

0

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50,000

75,000

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175,000

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250,000

275,000


Holds Placed

2010 Actual

2011 Benchmark

2012 Projection

2012 Actual


PATRON PERSPECTIVE

Report - 8

Programs

Percentage Changes

Current Quarter Year-to-Date Over 2012 Projection 3.84% -4.12% Over 2011 Benchmark 3.99% -4.01% Status: During the 4

th quarter of 2012, staff offered 3,515 library programs, programs that were both

developed and organized by staff and those that were co-sponsored with community partners. This was an increase of 3.99% from the 4

th quarter of 2011 when 3,380 programs were offered. Overall, there were

-4.01% fewer programs provided in 2012, with 14,459 programs compared to 15,063 in 2011. There has been a 19.74% increase in program numbers from 12,075 in 2008 to 14,459 in 2012. Action: The Program Service Review team will be struck in 2013. The recommendations of the team will help to set the direction of programming for the future.

0

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5,000


Programs

2010 Actual

2011 Benchmark

2012 Projection

2012 Actual


PATRON PERSPECTIVE

Report - 9

Attendance at Programs

Percentage Changes

Current Quarter Year-to-Date Over 2012 Projection -1.09% 0.12% Over 2011 Benchmark 0.67% 2.88% Status: Attendance at programs remained steady this quarter. 40,552 people attended programs around the system in 2012 compared to 40,283 during 2011. This is a modest change of 0.67% during the 4

th

quarter. Over the course of the year, program attendance was 197,730. This is an increase of 2.88% from 2011 when program attendance was 192,195. Program attendance has seen steady annual growth since 2008, and has increased overall by 13.90%. Action: Trends in program attendance will be part of the Program Service Review.

0

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20,000

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60,000



2010 Actual

2011 Benchmark

2012 Projection

2012 Actual


PATRON PERSPECTIVE

Report - 10

New Registrations

Percentage Changes

Current Quarter Year-to-Date Over 2012 Projection -2.02% 3.65% Over 2011 Benchmark -1.21% 4.32% Status: There were 4,262 new registrations during the 4

th quarter of 2012 compared to 4,449 in 2011 –

187 fewer new registrants. Overall for the year, there were 20,057 new registrations, compared to 19,227 in 2011. This is an increase of 4.32%. New patron registration has remained stable in the last five year period. There has been a slight increase of 3.11% since 2008.

Action: Staff will continue to promote the library at various community events and outreach activities to attract new users to the Library. In 2013 staff will be piloting the use of tablets and mini-library collections to take for off-site registration to increase new registrations.

0

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2,000

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New Registrations

2010 Actual

2011 Benchmark

2012 Projection

2012 Actual

Appendix A: BSC Metrics: Five Year Trends, 2008 - 2012

In Person Visits

In-Person Attendance Percentage Change (Y-Y)

Percentage Change 2008 - 2012

2008 3,048,603

2009 3,207,984 +5.23

2010 3,197,297 -0.33

2011 3,231,680 +1.08

2012 3,087,785 -4.45 +1.29%

Website Visits

Website Visits Percentage Change (Y-Y)


2008 3,220,486

2009 3,780,880 +17.40

2010 4,531,382 +19.85

2011 4,501,296 -0.66

2012 4,723,804 +4.94 +46.68%

2007 2008 2009 2010 2011 2012 2013

3,000,000

3,050,000

3,100,000

3,150,000

3,200,000

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2,500,000

3,000,000

3,500,000

4,000,000

4,500,000

5,000,000

2007 2008 2009 2010 2011 2012 2013

Borrowed Items

Borrowed Items Percentage Change (Y-Y)


2008 3,779,802

2009 4,032,752 +6.69

2010 4,038,334 +0.14

2011 4,249,557 +5.23

2012 4,325,448 +1.79 +14.44%


Reference Questions Percentage Change (Y-Y)


2008 1,148,043

2009 1,258,543 +9.63

2010 1,303,575 +3.58

2011 1,315,613 +0.92

2012 1,441,427 +9.56 +25.56%

3,700,000

3,800,000

3,900,000

4,000,000

4,100,000

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2007 2008 2009 2010 2011 2012 2013

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1,000,000

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1,200,000

1,300,000

1,400,000

1,500,000

1,600,000

2007 2008 2009 2010 2011 2012 2013

Computer Use in Library

Computer Use in Library Percentage Change (Y-Y)


2008 709,253

2009 627,301 -11.55

2010 581,226 -7.35

2011 567,211 -2.41

2012 635,216 +11.99 -10.44%

Wireless Use

Wireless Use Percentage Change (Y-Y)


2008 34,731

2009 45,942 +32.28

2010 118,370 +157.65

2011 170,871 +44.35

2012 125,512 -26.55 +261.38%

Service launched in November 2007

500,000

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2007 2008 2009 2010 2011 2012 2013

0

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2007 2008 2009 2010 2011 2012 2013

Holds Placed

Holds Placed Percentage Change (Y-Y)


2008 811,790

2009 893,433 +10.06

2010 900,806 +0.83

2011 972,592 +7.97

2012 1,027,610 +5.66 +26.59

Library Programs

Programs Percentage Change (Y-Y)


2008 12,075

2009 13,275 +9.94

2010 14,028 +5.67

2011 15,063 +7.38

2012 14,459 -4.01 +19.74

700,000

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2007 2008 2009 2010 2011 2012 2013

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12,500

13,000

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15,000

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16,000

2007 2008 2009 2010 2011 2012 2013


Program Attendance Percentage Change (Y-Y)


2008 173,594

2009 179,210 +3.24

2010 187,009 +4.35

2011 192,195 +2.77

2012 197,730 +2.88 +13.90%

New Registrations

New Registrations Percentage Change (Y-Y)


2008 19,453

2009 19,742 +1.49

2010 19,187 -2.81

2011 19,227 +0.21

2012 20,057 +4.32 +3.11%

170,000

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185,000

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2007 2008 2009 2010 2011 2012 2013

19,000

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20,200

2007 2008 2009 2010 2011 2012 2013

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