2020-07-10 SM Agenda - Item 4 - Attachment 1 - Level of Service Catalogue 20-21

                                  ACTIVITY                                                SERVICE LEVEL TARGET
Lending Services (static & mobile)
[The activities include lending library materials, inter-library loans, renewals, reservations, returns, transfer between
branches & management of items for loan]

Availability                   Noosaville Library                                 Monday to Friday 9:00 am – 5:30 pm
                                                                                  Saturday 9:00 am – 3:00 pm
                                                                                  Sunday 10:00 am – 2:00 pm
                                                                                  (Closed public holidays)

                               Cooroy Library                                     Monday to Friday 9:00 am – 5:30 pm
                                                                                  Saturday 9:00 am – 1:00 pm
                                                                                  (Closed public holidays)

                               **Mobile Library roster (subject to change due to weather or other factors) :
                               Location                   Day                   Time
                               Noosa Junction             Tuesday               10:00 am – 1:00 pm
                               Sunrise Beach              Tuesday               1:30 pm – 5:00 pm
                               Cooran                     Wednesday             9:30 am – 12:00 noon
                               Federal                    Wednesday             1:30 pm – 3:30 pm
                                                                                (no service school holidays)
                               Kin Kin                    Thursday              9:30 am – 12:00 noon
                                                                                (reduced hours school holidays)
                               Boreen Point               Thursday              1:30 pm – 4:00 pm
                               Peregian Beach             Friday                1:00 pm – 5:00 pm
                               Pomona                     Saturday              8:30 am – 2:00 pm

Scheduled                      Home library service (housebound residents         3 week delivery rotation for Home
                               & bulk loans to aged care facilities)              Service clients (prerequisites for
                                                                                  application)

Reactive                       Membership applications (in person or on           Same day
                               line)

                               Lending, returns & reservations (processing)       Daily

                               Reference & information services                   Response generally same day – unless
                                                                                  complexity or availability of research
                                                                                  materials requires longer

                               Book club applications/registration                Same day, depending on availability of
                                                                                  vacancies in existing book clubs.

                               Inter-library loans (upon request)                 Requests submitted at the time of
                                                                                  request. Completion of request may
                                                                                  take up to 8 weeks or more depending
                                                                                  on item availability if lending institution.

                               Collection management for items on loan and        Daily, weekly, monthly procedures in
                               missing, or available and missing                  place

Lending services (digital e-library)
[Delivery of library services through the online website including management of access arrangements, member
access to subscription and open access online resources– incl. downloadable collection items such as e-books, e-
audio, e-music, e-film, as well as access to databases and borrower services (renewals, reservations, bookings)]

Availability                   Online lending of digital resources through        24/7 – Year round
                               contracted suppliers and platforms

Reactive                       Customer support for online service                Same or next day unless issue is out of
                                                                                  our control and with external
                                                                                  platform/website


                                                                                                            Page 91