Sonia Bebbington, CL/CEO introduced Sarah Macintyre, Division Manager, Client Services who presented the Board with a high-level summary of the proposed Service Strategies (held on file with the Chief Librarian/Chief Executive Officer). She thanked Trustees Brown, Crawford, and Kitts, as well as the Chair, for their work on the Service Strategy Ad hoc Committee.
The presentation included:
- A summary of the work to date;
- A chart highlighting the Service Delivery Framework;
- An overview of best practices;
- An example of the Collections Strategy;
- An overview of Collections Service Commitments; and,
- A summary of next steps, including updating other key documents to align with the Service Delivery Framework, such as the Strategic Plan and (once a new Strategic Plan is developed) the key performance indicators.
In response to a question from Trustee King regarding the measurement of progress in achieving the outcome statements, Ms. Bebbington indicated that the proposed outcome statements were inspired by client feedback, and developing these statements was a necessary first step prior to developing measures. With respect to measuring progress or success, she indicated that the components of each strategy have a quantitative measurement element reflected in Document 2: OPL Service Commitments and provided several examples of measurable progress (for instance, all branches will have a small collection of French materials for children). Ms. Bebbington further noted that some longer-term outcomes are not directly quantifiable; qualitative research will be necessary, including for example via the upcoming impact study, which will provide some baseline information. Ms. Macintyre also noted the specific and measurable goals in Document 2: OPL Service Commitments, and provided an overview of the plan to ensure that services align with the aspirational commitments in the document, including reporting out to the Board on progress.
Further to a question from Trustee King regarding the implications of the service commitments on OPL’s budget planning process, Ms. Bebbington indicated that these goals would need to be considered. She provided an example of these commitments as well as Facilities and Asset Management Plans, which will integrate commitments (for example, regarding square footage or collections per capita) across branches, including relevant benchmarking context. These commitments will then be operationalized through the budget process. Budget submissions would thus be reflective of service strategies and related commitments and plans, and Board support would be sought through those processes.
Trustee King underscored the importance of ensuring adequate resourcing to deliver on the outcome statements, and validated the approach to the Facilities and Asset Management Plans as an example. In closing, he thanked staff for their work on this initiative, including the use of the meaningful findings of the “Me & My Library” public engagement (particularly related to community and social connection) to develop key elements of the strategies.
Ms. Basile noted that the proposed approach will represent a shift in the library planning process: for example, when planning for the upcoming East Urban branch, the focus will be on ensuring it has the required elements to deliver the services OPL has committed to deliver.
Chair Luloff thanked staff for the tremendous work that went into developing the strategies. Noting the other items which had previously carried on consent, the Chair added that Trustee Smith provided comments on this evening’s Agenda, including this item, and that these were shared with staff and will be further discussed. The Chair further highlighted the increase in active cardholders, resulting in the largest numbers since the development of the Performance Measurement Framework over a decade ago. Active OPL cardholders now represent 24.25% of Ottawa’s population. In response, Ms. Basile reminded the Board that OPL has a more stringent definition of active cardholdership than peer libraries and the Province (defining it as one-year activity rather than three-year activity) and credited staff who develop services such as programming that engage the community.
As a member of the Service Strategy Ad hoc Committee, Trustee Kitts complimented staff on the great work achieved in the Strategies, including the extensive consultation. She felt the outcome statements were very intentionally constructed and thoughtful. In closing, she noted that she was looking forward to the progress on the East Urban branch in the future.
There being no further discussion, the report was RECEIVED and CARRIED as presented.
MOTION OPL 20250408/5
That the Ottawa Public Library Board:
- Receive the Service Delivery Framework – Service Strategies report;
- Approve the concept and outcome statements for the following Service Strategies
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- Collections Strategy;
- Expertise Strategy;
- Programs Strategy;
- Spaces Strategy; and,
- Tools Strategy.
Results: Received and Carried