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

                                  ACTIVITY                                                SERVICE LEVEL TARGET
                               Reader purchase requests for e-titles              Assessed and assigned within 5
                                                                                  working days

                               Machine Readable Cataloguing (MARC)                As required
                               record deletions of expired titles
Library Collections
[All activities related to the selection, purchase, cataloguing and physical processing of items for the library collections]

Scheduled activities           Vendor contracts to supply shelf ready items       Weekly, fortnightly, monthly
                               based on profiles provided by library service

                               Receiving and receipting new items,                Weekly, fortnightly, monthly
                               checking into Library Management System
                               (LMS)

                               Receiving, receipting and checking in serials      Weekly, fortnightly, monthly

                               Reader requests including interlibrary loans       Daily
                               and purchase requests

                               Interlibrary lending requesting and receipting     Daily

                               In-house accessioning and processing               Weekly

                               Public Library System (PLS) bulk loans of          Twice yearly
                               Language Other than English (LOTE)
                               material

                               MARC record loading                                Daily

                               Collections analysis                               Quarterly, annually

                               Stock assessment – for weeding and repairs         Average 3 times per week

                               Stock selection – physical and e-resource          Average 3 times per week

Reactive activities            Customer request to purchase individual            Daily, assigned on average within 5
                               items                                              working days

                               Identified gaps in subject areas by                As required – response time subject to
                               staff/customers                                    assessment and determination of
                                                                                  requirements

                               Donated items and author donations                 As required

                               Customer feedback or complaints about              Same day or next day
                               collection content
Programs & Services
[Provision of learning programs and events across all ages promoting literacy development & lifelong learning through
information sessions and practical workshops]

Availability                   Varying program with some activities conducted after hours to suit community needs.

Scheduled activities           Computer & internet access                         Daily during opening hours (bookings
                                                                                  available - sessions cease 15 minutes
                                                                                  before closing time)
                               Wi-Fi access                                       Wi-Fi access 24/7
                               Technology learning program:                       Varied monthly timetable, see library
                                  - One on one computer help                      events calendar
                                  - One on one tech help                          https://www.libraries.noosa.qld.gov.au/e
                                  - Tech Savvy Seniors                            vents



                                                                                                           Page 92