Page 441 - FY 2009 Proposed Budget

Financial/Economic Development

Goal 3: Promote Organization Sustainability by Recruiting,
Retaining, and Developing Outstanding Employees
Objective 1: Foster and Maintain a Work and Learning Environment that is Inclusive, Welcoming, and Supportive
Project Performance Measure(s) City Service Team (Department)
Core Library Staff Development Staff development hours Neighborhood Services (Library)
FED
3.1.2

Summary:

A key focus of the Library Department continues to be Overall Customer Satisfaction Rating
staff development. The way staff approaches their job (Excellent)
makes a difference to library patrons, coworkers, and
100%
the organization. The Library team must strive to 90%
engage in our work and continue to enhance personal 80%
and professional growth. FY 2020 is the third year of 70%
60%
this concerted effort to focus on staff development 50%
throughout the entire organization. By providing staff 40%
30%
with a variety of opportunities to gain experience and 20%
expand their knowledge can only enhance the 10%
interaction staff has with our community. 0%
1st Qtr 2nd Qtr 3rd Qtr 4th Qtr
Update: FY 2018 FY 2019 FY 2020
The Library is only utilizing the "excellent" ratings
collected in the overall customer satisfaction rating. In
the past, this number included excellent and good.
Redefining this goal will allow staff to grow and % of Registered Borrowers
improve on the library service. Savannah's new with activity in the last 12 months
analytics platform provides more frequent feedback
through a weekly automated survey sent to a random 80%
selection of recent patrons to gain immediate and 60%
th
continuous feedback. In the 4 quarter 88% of those
responding rated the overall library services as 40%
excellent.
20%
*During closures, it was necessary to manually cause
0%
bulk activity on various library accounts to extend all
due dates, renew items, waive any posted fines or fees, 1st Qtr 2nd Qtr 3rd Qtr 4th Qtr
and extend expiration dates. The activity was caused FY 2019 FY 2020
by this internal function causing the data to be falsely
inflated. This also included waiving any fines during the
72‐hr. quarantining period when materials were *This measure not available for the 3 quarter.
rd
returned through the book drop. These transactions
were processed in bulk for all library accounts that
could have been impacted by closures and limited.

th
In the 4 quarter, 268 staff development hours were
recorded. This measure includes in‐person and virtual
training. Training covered topics such are Active
Shooter, Best Practices for Retaining New Card Holders,
COVID: How to Deal With Problem Behaviors Related to

90