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Ms. Basile introduced
Matthew Pritz, Program Manager, Finance and Business Services; who provided
an overview of the Key Performance Indicators (KPIs) aligned with the Board’s
2020-2023 Strategic Directions. (Held on file with the Chief Executive
Officer.)
Chair Tierney left the
chair at 5:24 p.m. and Vice-Chair Fisher assumed the Chair.
Key highlights of the
presentation included:
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Overview
of the Performance Measurement Framework, Strategic Perspective, Review
Period, and New Strategic Plan;
-
Summary
of the Strategic Statement and Directions;
-
Overview
of staff research to learn any new measurements that libraries and private
organizations may have developed to support OPL Strategic Plan;
-
Summary
of common themes among the findings;
-
Overview
of the customer and employee Strategic Alignment lenses;
-
Summary
of the newly developed eight recommended KPIs based on the customer and
employee journeys, and aligned to the Strategic Directions; and,
-
Overview
of the process and reporting for the Performance Measurement Framework.
In
response to a question from Trustee Brockington on how staff will achieve
positive KPIs, particularly with the ambitious goal to increase cardholders
by 25 percent and what is the plan to report back to the board, Danielle
McDonald confirmed that KPIs are part of the board’s workplan and regular
reporting will be provided.
Further
to a question from Trustee Brockington on the frequency of reporting,
Danielle McDonald, CEO, indicated that staff report regularly via many tools.
With respect to frequency, Ms. Basile said there are a variety of frequent
options for reporting to the CEO and Division Managers, as through data,
metrics, and statistics, including real time reporting.
Chair Tierney returned
and assumed the Chair at 5:35 p.m.
Further
to a question from Trustee Brockington regarding staff accountability and whether
staff surveyed non-customers to find out why they do not use OPL, Ms. Basile
said that during the 2017 Strategic Plan engagement, staff conducted
interviews, which led to the elements of the strategic plan relating to redesigning
the library experience and reducing barriers direction, specifically around
fines.
Trustee
Brockington reiterated that the 25 percent over four years increase of the
number of 12-Month Active Cardholders is ambitious and cautioned that that
number is greater than the population growth. He asked staff to provide a
one-pager to the Board to the non-customers not using the library,
highlighting the reasons non-customers didn’t use OPL, as identified in the
2017 Strategic Plan customer engagement.
In
response to a question from Vice-Chair Fisher on active cardholder tracking, specifically,
what can be tracked and whether staff will change the process to track, Mr.
Pritz indicated that data is tracked via the cardholders’ barcode, keeping
record of the last time a card was used in the last 12-month timeframe. Ms.
Basile indicated that a majority of OPL’s services that require a library
card are measured, including electronic visits, loans, program attendance,
etc. She said going forward, OPL is focused on how to make services easy to
access, including obtaining a card. She added that staff are looking at
mechanisms for online card registrations and how to ensure active cardholder
numbers reflects those who use our services.
There
being no further discussion, the report was CARRIED as presented with a
Direction to staff below.
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