Page 254 - NRH FY20 Approved Budget

DEPARTMENT / DIVISION FUND
LIBRARY – PUBLIC SERVICES GENERAL
PROGRAM NAME
CIRCULATION SERVICES
DESCRIPTION / MISSION
Circulation Services is the first point of service for patrons. Exemplary customer service enhances patron satisfaction. Circulation
manages loan services. This includes assisting patrons at the Circulation Desk, checking out materials, registering new patrons,
and maintaining the patron database. Circulation manages interlibrary loans, manages overdue materials, checks and clears
materials returned to the library, and maintains the shelves in accessible order.

GOALS
• To provide exemplary customer service to all. (Positive City Image)
• To coordinate borrowing and lending in a highly efficient manner. (Efficient and Effective Delivery of City Services)
• To maintain the collection in good order so that patrons can easily find items. (Efficient and Effective Delivery of City Services)

• To reshelve materials in a timely manner so items are easily found by the next patron. (Efficient and Effective Delivery of City
Services)
• To encourage volunteerism by providing rewarding opportunities for citizen involvement. (Efficient and Effective Delivery of City
Services)
• To capitalize on cost savings by providing volunteer opportunities for citizens. (Efficient and Effective Delivery of City Services)

OBJECTIVES
• Engage patrons by greeting them, thanking them, and sharing information about services, collections, classes, and events.
• Maintain shelves so they are in accessible order.
• Provide customer service training to all Circulation employees.
• Engage patrons at the first point of service for better customer satisfaction.
• Inform patrons, as appropriate, of library services, events and classes.
• Coordinate, train, and schedule citizens who volunteer their time and service at the library.
2017-2018 2018-2019 2019-2020
PERFORMANCE MEASURES ACTUAL REVISED ESTIMATED
Goal: Sense of Community
# Of volunteer hours 3,199 3,300 3,400

Goal: Efficient and Effective Delivery of City Services
Total # of library materials circulated 778,166 770,000 770,000
Total # of interlibrary loans processed 11,765 7,000* 5,000*
Total items borrowed per capita vs. Texas average of 4.85 11.05 11.03 11,03
Cost savings through volunteerism $32,465.00 $34,000.00 $35,000.00
% of total volunteer hours directed toward reshelving materials 35.00% 40.00% 40.00%
*Decrease due to leaving the consortium

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