2018-07-06 SM - Attachment 1 to Item 5 - Level of Service Catalogue

Scheduled activities          Fire Services                                   Monthly

                              Friends of Noosaville Library meetings          Monthly

                              Friends of Mill Place meetings                  Monthly

                              E-newsletter                                    Monthly

                              Planned Building maintenance - As required,     Subject to work area response time
                              work order requests to relevant Council dept.   frames.

                              Cleaning (managed by Library)                   3 year contract

                              Pest Control - All branches                     6 monthly

                              Security - Managed Council contracts with       Nightly.
                              Naskam (Alarms and CCTV) and Complex
                              (random patrols)
                              Air conditioning service - Managed Council      Monthly.
                              contract

                              BMS service - Managed Council contract          Quarterly.

                              Wallace Park Precinct meetings ((incl. Noosa    Quarterly.
                              Leisure Centre, Noosa Community Support,
                              Endeavour, Meals on Wheels, Wallace
                              House, Environment Centre, Bridge Club)

                              Libraries Customer Service - Coordination,      Opening hours.
                              provision and delivery of front line customer
                              service – in person, online and by phone

Reactive activities           Reactive building maintenance - As required,    Subject to work area response time
                              work order requests to relevant Council dept.   frames.

                              Volunteer coordination includes applications,   Generally initial application and phone
                              assessment and inductions for Friends of        contact processed within five business
                              Noosa Library, Friends of Mill Place to         days.
                              undertake volunteering activities in service
                              areas of Home Service program, Adult            Full process may take up to 8-12 weeks
                              Literacy, Technology tutorials, Reader’s        (involves face-to-face meeting,
                              Group, Genealogy, Local Studies & Heritage.     assessment, application for Blue Card
                                                                              to be completed and received from
                                                                              Govt, induction and introduction to
                                                                              volunteer activity).

                              General enquiries/complaints (in person, by     No defined service level – response
                              phone or online)                                generally provided within 2 business
                                                                              days (subject to complexity of issue)

SERVICE DELIVERY MODEL
Noosa Library Service has four branches operating as a networked library service; two static branches at hinterland
and coastal locations, a mobile branch servicing remote and fringe areas of Noosa Shire and an 24/7 online branch.
Staff have multi-faceted roles working across customer service, programming and collections. Collection procurement
balanced between staff selection and outsourced processing. Services and programming supported by external
resourcing such as grants, sponsorship and volunteers.

KEY SERVICE METRICS
Measure                                            Metric                     Benchmark Comparison
Loans/issues per capita                            11.15                      7.53 (Queensland Average)

(The number of library items loaned per head of
population. This is a key benchmark of libraries



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