SERVICES that are customer centric

Act as a catalyst for exploration and discovery

Customer Satisfaction
At OPL, the customer experience is the focal point of our services. In 2016, we developed a new performance indicator to measure how we are responding to customer needs and expectations. We gather feedback at customer experience kiosks that rotate through branches on a quarterly basis.  Through the kiosks, customers can complete a short survey to tell us how we did in their latest experience. The survey is also available online. Results from the survey are analyzed internally and reported to the OPL Board twice a year, and used to drive improvement and growth.

 

 

Creating Opportunities
OPL plays an important role in connecting people to the information and resources they need, which includes bringing people together to learn, collaborate, and be inspired.  We delivered more than 13,000 programs for newcomers, children, teens, adults of diverse ages, and communities. Program topics range from financial literacy to health and wellness, from employment to technology, from writing and poetry, to much more. These wide-ranging programs foster a culture of learners and innovators in our community. In addition to stimulating programming OPL provides access to knowledgeable employees, tremendous information resources, powerful technology, and free WiFi that enable exploration and discovery. Employees provided helpful and proactive support, by providing appointments with experts on a variety of topics including genealogy, business, and computers.

We! Oui!
With the position of Librarian, French Services and Children’s Program Development in place, OPL has expanded its French-language programs and services. We are excited to increase our outreach and partnership-building, and to offer more programming, for Ottawa’s Francophone population and for people that are learning to speak French. A fine example was the well-received performance of "Le Voyage d’Azhar" in Ottawa schools and at the Shenkman Arts Centre. Further, our Alternative Services group expanded the successful Reading and Parents Program “RAPP” packs by creating French-language packs in partnership with “ALSO” (Alternative Learning Styles and Outlooks).

Provide physical and digital collections that are responsive to customer demands and community needs

 

 

Maximizing our Collection
Guided by the principles of responsive and balanced selection, responsible investment, and continuous improvement, OPL takes a customer-centric approach to managing collections. Our most important mandate is to reflect the public’s reading, listening, viewing, and playing demands when purchasing approximately $5 million of new materials each year. By acquiring customer-driven content and carefully eliminating certain non-circulating items from our physical collections, OPL has increased the check-out rate for materials by three percent across the system. The OPL has taken a page from the retail industry and put efforts to displaying items in assertive and attractive ways to promote greater discovery of the collections, to the benefit of literacy.

We also continue to optimize the opportunities from an evolving landscape of digital library content and the fluctuating eBook industry, continuously improving our offering of online resources and eBooks.

eBook Advocacy
As a member of Canadian Public Libraries for Fair eBook Pricing, a coalition made up of the Canadian Urban Libraries Council, Edmonton Public Library, Toronto Public Library, and others, OPL advocated on the issue of eBook pricing. In March 2016, our efforts bore fruit in securing the support of the Federation of Canadian Municipalities, which called for action from the Federal Government on eBooks. The decision to support was moved by Councillor Tim Tierney, Chair of the OPL Board and Councillor for Beacon Hill-Cyrville, on behalf of the City of Ottawa. The resolution called on the Department of Canadian Heritage and the Department of Innovation, Science and Economic Development to investigate restrictive eBook prices to public libraries. Continued advocacy will ensure OPL collaborates in efforts with other Canadian libraries to make eBooks a sustainable option for readers.

 

 

A First Million eBook Check-outs
At OPL, customers check out eBooks and audiobooks using the Overdrive app. In 2016, OPL celebrated a record-breaking number of checkouts for eBooks (820,826) and audiobooks (201,824), totaling "1,022,650"! Acclaimed as a “First-time Million Checkout Library,” we can credit the increase to the curated lists that appear in our catalogue, branch displays, “staff picks” blogs with personalized recommendations, and the curiosity of our customers to discover more at OPL. Our customers enjoy the eBooks and audiobooks that are searchable through our catalogue, along with all of the collection of books, magazines, DVDs, CDs, and museum-access passes.

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“Surpassing 1-million checkouts for eBooks and audiobooks shows how we are achieving significant year-over-year growth at our public Library,” said Tim Tierney, Chair of the OPL Board and Councillor for Beacon Hill-Cyrville. “Equally important is the success of a service that meets our customers’ interests and needs in a mobile generation. From their personal devices and computers, they are enjoying 24/7 access and convenience to OPL’s vast collection of titles, databases, language and other learning resources, and children’s books by the millions.”

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More and better e-resources
OPL added significantly to its online resources in 2016, increasing the breadth and depth of information and offerings. With the addition of Lynda.com in early 2016, OPL customers can develop current sought-after skills by accessing more than 4,000 video courses by top experts in technology and business. In the fall, OPL launched three more exciting online resources: Flipster, Research Monitor, Canadian Reference Centre. Right at their fingertips, customers now enjoy unlimited access to a wider selection of popular North American magazines, more Canadian mainstream publications and academic articles, and research and reference items in numerous fields.

Enhance the customer experience by leveraging best practices and technology

Streamlined Services
OPL completed the transition to a centralized phone service as of December 2016. This means a more consistent and accessible service for inquiries to OPL. All inquiries are now handled and, as needed, redirected by employees with extensive knowledge of the OPL, during the hours of operation of the system’s largest and busiest branches.

All but four branches now offer a single point of service to better meet customers’ needs wherever they are in the branch. The model, which has been phased in across the organization since 2012, in tandem with significant technological and facilities upgrades, has liberated a large portion of employees from repetitive and technical tasks, and allowed them to provide more proactive, dynamic, and individualized services. It has enhanced employees’ role as customer service and information experts to ensure better and more responsive service across OPL and in the community.

 

 

Technology Supporting Service
The OPL’s conversion to Radio Frequency Identification (RFID) has been implemented in 29 of 33 branches. The aim of this major, multi-year technology upgrade is greater efficiency and a better experience for the customer. In 2016, OPL converted Carp, Centennial, Rosemount, Vanier, Stittsville, Manotick, and Rideau branches to RFID, the standard for urban libraries worldwide. Retrofitting the remaining branches (Blackburn Hamlet, Sunnyside, St-Laurent, and North Gloucester) will be completed in 2017. RFID technology makes OPL’s collections circulate more quickly, making items more readily available to customers. As the technology is introduced, floor space needs to be used differently, allowing layout changes and improvements to facilities. The OPL seizes these opportunities to further the Library’s evolution as it becomes increasingly a hub where people gather and connect.

Connected to Community
OPL’s Community Development Toolkit was launched in the fall, enabling branch employees to map their communities and explore ways to better engage with various groups. The toolkit helps to identify barriers to service and examine how best to mitigate them. Successes include bringing adult craft programs to women’s shelters, providing space to display teen art from local high schools, and connecting with Syrian refugees and other newcomers to Canada in their housing complexes.

Fresh Tech for Enduring Needs
OPL upgraded to new microfilm stations that replace the analog stations that were in regular use at eight branches. OPL also established an online booking system for customers to reserve meeting rooms at the library with greater ease. These are two examples of OPL’s sustained efforts to make targeted improvements that will ultimately improve and align services to meet customers’ needs, even as those differ from branch to branch.

SPACES for community, collections and creation

Sustain collaborative and flexible physical spaces across the Library system

Facilities Framework
The OPL Board-approved "Facilities Investment and Growth Planning Framework" was completed in September 2016 and presents a road map for managing OPL’s facility assets. When it comes to new facilities, it is a priority for OPL to invest strategically and sustainably to address our growing city.  Based on a study of service gaps, staff propose a $34.6 Million capital program to build three new suburban facilities – in Riverside South, Orléans, and Barrhaven – that will meet the needs of Ottawa communities through to 2023. First up is the Riverside South branch as part of a community and recreation complex. This will be largely funded through municipal development fees.

In addition, the OPL Board approved the priority list for renewal of existing branches. The four branches slated for significant renovation and improvements in coming years are Rosemount, Centennial, North Gower, and Orléans.

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Population in the City of Ottawa is expected to increase from 922,000 in 2011 to 1,053,000 by 2023 and then to 1,136,000 by 2031. Overall, this projection is nearly identical to the projection used in the 2010 Library Facilities Investment and Growth Planning Study. ~ Nixey Study

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Rosemount
OPL continues to examine options for the popular and historic Rosemount branch, which is housed in one of the original Carnegie facilities. The branch is a central destination in a diverse and densifying neighbourhood, serving as an extension to the many schools and community centres in its wide area. While recent studies indicated need for renewal in the near future, community involvement and input showed a desire for a new facility. As a result, the OPL Board approved development of a business case to examine best options for the branch, which will celebrate its 100-year anniversary in 2018.

Local Refresh
In June, when the Stittsville branch closed for RFID conversion, OPL renovated the lay-out to further improve the space. Redesigned shelving and new carpeting brought more light and space to the branch and enthusiastic reviews from the community.

 

 

Building Excellence
Adding to its honours, the Beaverbrook branch was awarded with Silver LEED (Leadership in Energy Efficient Design) as a “green building.” Designed by Moriyama & Teshima Architects, the major expansion and improvements of the facility resulted in a branch that is exceptionally energy efficient, water efficient, and efficient in its reduced utility usage.

Real, Rural Improvements
North Gower branch, the rural gem that first opened its doors on November 14, 1891, celebrated its 125^th anniversary in November 2016. With funding largely from the Friends of the Ottawa Public Library Association, Ottawa’s southernmost branch underwent a remarkable make-over for the occasion. Ready for another century, the branch now features a fully-accessible service counter, new shelving, carpet, and paint. Improvements were also made to the Manotick branch where the entrance doors were replaced and the vestibule modernized so that this facility now meets entry accessibility requirements.

A Name to Remember
In September 2016, the OPL Board approved the naming of a room in the Greely branch of the Ottawa Public Library as the “Carol Parker Room.” Carol was elected as a Councillor in Osgoode Township, following her time as a trustee with the Carleton District School Board from 1985 to 1997. Committed to her community, Carol worked tirelessly to establish the Greely Public Library in the former Greely Fire Department building.  As a school trustee, Carol fought to keep music and arts programs a part of the education system. Outside of her public service career, Carol’s passion for the arts led her to establish the Greely Players Theatre Group in 1990 out of the All Saints Church, where she served as the group’s first president. 

Design virtual spaces for creation and sharing

A Virtual Branch
OPL continued more than ever to connect with customers through digital communications, social media, and our robust website, also known as our 34th branch. The redesigned website provided a more modern look and feel, while laying out a wide and easy-to-find range of content. This includes the catalogue, highlighted resources, timely blogs, reading recommendations, and reviews to feed and broaden the interests and curiosity of customers’ of all ages.

Socially Engaged
OPL kept up with the latest trends on Twitter and engaged customers with interactive contests to win movie passes, baseball tickets, concert tickets and more on Facebook.  A steady stream of posts to inform and engage readers about recent library trends and concepts appeared in the Inspiration section of the new Ottawa Central Library website, driving more OPL supporters to participate in a visionary conversation on ideas for OPL’s new flagship facility.

Accessible Flexibility
In addition to OPL’s digital presence, we continued to offer a flexible program of alternative service delivery, with the popular Bookmobile program, self-service book-vending kiosks, and services to homebound customers. Updated routes and schedules for the Bookmobile took effect in July 2016 to better serve the communities who rely on OPL’s mobile collection. The OPL fleet is now highly recognizable around the city with vibrant branding and signage. In the fall, a new full-sized vehicle received a full-colour graphic wrap designed to promote the OPL with a fresh look and to illustrate the items and resources on offer inside. 

Space to Create
It is what our customers get out of the Imagine Space – OPL’s “makerspace.” In January 2016, we increased the room size to 820 square feet, giving customers double the space to create and innovate. We also added a more powerful laser cutter and installed a dedicated green wall for photo and video shoots. By June, OPL added the fun and easy-to-use Orion StarBlast telescope Astro Reflector, donated generously by a local astronomy enthusiast. The maker community keeps expanding to new horizons.

 

Develop an inclusive, dynamic Central Library, enabling creation and learning

Ottawa Central Library (OCL)
The exciting and transformative Ottawa Central Library Development Project was a news-maker in 2016. Work on the project included the development of key planning studies, which were analysed to enable recommendations to the OPL Board on next steps by the end of the year. Robust and comprehensive public engagement was a priority with more than 4,000 people telling us what is important to them in where their Central Library will be located and what kinds of spaces and services it will offer.

 

 

Key 2016 project milestones included:

Winter:

• Views from almost 1,500 people surveyed who said “Ottawa’s new Central Library needs to have great access to public transit, be bright with natural and good lighting inside, and have great lines of sight to make one feel comfortable and safe. A showcase and symbol for our City and the Nation’s Capital, it should be a place that not only encourages reading and thought but which attracts young and old, and a diversity of residents.”

• Exploration of a potential and innovative partnership opportunity with Library and Archives Canada (LAC) to develop a landmark facility in the Nation’s Capital, followed by direction to make concurrent plans for both a stand-alone Central Library and an OPL-LAC joint facility

Spring:

• Site selection process approved and kicked-off with a public call-out for potential sites

• Approval of the Ottawa Central Library Public Engagement Framework and launch of a new, dedicated website at OttawaCentralLibrary.ca

• Public consultation at two in-person sessions plus an online questionnaire to gather input to help shape the development of the site evaluation criteria and weightings

• Public consultation at two in-person sessions on what spaces and services are important in the new Central Library

Summer:

• Approval of site evaluation criteria and associated weightings based on public input

• Release of an inventory of twelve potential sites

• Evaluation of potential sites by a Site Evaluation Committee made up of internal and external experts, and overseen by a Fairness Commissioner

• OPL Board confirmed short-listed sites to go through further due diligence

Fall:

• Key planning deliverables completed for OPL stand-alone and OPL-LAC joint facility options including Master Programs, Site Selection, Project Delivery Method, Financial Analysis, Partnership Assessment, and estimated Project Costs and a Funding Strategy

• Central Library Development Project Decision Package publicly released through a technical briefing on December 15, 2016

• The staff report included recommendations for a partnership with Library and Archives Canada to design, develop, construct, and operate an OPL-LAC joint facility of about 216,000 gross square feet to be located at 557 Wellington Street

The staff report was available in all OPL branches and online for public review, comment, and consultation in advance of separate OPL Board and Ottawa City Council meetings in early 2017.

SUCCESS through learning, literacy and innovation

Strengthen and promote the Library's reach and value

#DiscoverOPL
Library Month, in October, was a great success in raising the visibility of OPL’s services and programs, and increasing followers through interactions, likes, and shares on two social media platforms – Twitter and Facebook. The campaign provided an opportunity for OPL customers and library enthusiasts to heighten their awareness of the pleasure and power of library use, on an individual and a community level.  Success was evident in customer testimonials during our customer appreciation event where dedicated OPL volunteers handed out OPL book bags at branches and five OC Transpo hubs. OPL also sparked exploration and expression among customers by inviting them to fill in paper-card “Discovery Notes.” Hundreds of remarks testify to a broad and sincere appreciation of OPL resources, services and employees. Other interactive activities throughout Library Month included:

• A bookmark treasure hunt in every branch
• “Discovery Note” displays and photo-sharing
• A spine poetry contest

 

 

The OPL on Two Wheels
A creative, award-winning idea to extend the Library’s reach beyond the OPL’s 33 physical branches was set in motion in May 2016. Thanks to the vision of a Library employee from the Main branch, as part of the organization’s Leading from Any Position training program, the employee created a modular mini-library display that travels on a bicycle. Built in partnership with the Ottawa Tool Library, a local non-profit organization operating out of Makerspace North, the “BiblioBike” was built with recycled material. It is fitted with technology that allows employees to create new library membership cards and check-out books at various community events from May to September. A nod to other bike-based library services in North America, including Toronto, Halifax, and Boston, Ottawa’s award-winning BiblioBike promoted the physical reach of the Library, connecting community members and organizations in a fun, visible, and viable way.

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“By providing a human connection in person, we can share information about all the library has to offer.” – Alison Smedley, Creator of OPL’s BiblioBike

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Planning for Safety
In view of the OPL’s very public spaces, Library instituted a flexible emergency management program based on best-practices and recommended standards of the City and the Province. With a focus on planning, OPL produced an employee handbook for emergency situations: one aspect of a proactive approach to providing staff the training, equipment, and procedures required to respond to, and recover from, security or emergency situations.

Calculable Benefits
OPL conducted its first-ever study to measure the economic benefits of its services. The "Economic Benefits Report" showed that Ottawans receive $5.17 in benefits for every $1 invested in the library system. The study concluded that the Library generated $256 million in total benefits in Ottawa in 2015, a remarkable 417% return on investment. This return is comparable to other libraries in Ontario who have completed similar studies, confirming that OPL provides a significant economic benefit to the community.  In addition, OPL was the first library to release the raw data used for its study. The full report and raw data are available via an interactive website at BiblioOttawaLibrary.ca/en/impact. The economic benefit study is phase one of an Economic Benefit and Social Impact Study. Anticipated to be released in 2018, phase two will explore social impacts, examining the broader impact of library services on the community in Ottawa.

Foster community partnerships

A Taste for Literacy
OPL launched its exciting à la carte project in 2016 to introduce food literacy and position the Library as a community resource and partner for accessible food-related information and programming. Funded by a grant from the Ontario Libraries Capacity Fund, the project involves working with four key partners who share a common vision in the emergent field of food literacy: Ottawa Public Health, JustFood, MarketMobile, and Ottawa International Writers Festival. The aim is to creatively leverage the network, knowledge, and assets to address the gaps in knowledge and skills surrounding food and how we are connected to what we consume.

From seniors centres, to community gardens, to farmers markets, sometimes in tandem with OPL Bookmobiles or the BiblioBike, OPL ensured food literacy was on the menu for customers.  OPL collections have added fresh ingredients:  appealing and accessible items about growing food, food security, healthy eating, and cookbooks.  The à la carte food literacy project delivered 11 gardening programs, 12 nutrition programs with Loblaws dieticians, and hosted a Seed Library at the Nepean Centrepointe branch.

Staff also took the program on the road with the miniBookmobile and Bibliobike in partnership with Ottawa Public Health community food advisors and the MarketMobile. Rounding out the year, OPL held a high-profile event with the Ottawa International Writers Festival that featured three authors and a lively panel discussion with five community leaders who are actively involved with the local food scene.

 

 

Reflecting and Empowering
A colourful mural beaming out over busy Woodroffe Avenue from an exterior wall of the Carlingwood branch illustrates a vibrant partnership between OPL and a group of at-risk high school students. Partnering with the Carlington Community Health Centre’s Students-Will-All-Graduate “SWAG” program, OPL commissioned artist Claudia Salguero to lead grades 9 and 10 teens in the creation of a six-paneled art work to mark the branch’s 50^th anniversary. Titled, "50 Down, 50 To Go, 50 More Years Watch Us Grow!" the mural depicts the Library as a safe, inclusive place, visually showcasing the branch’s multi-generational customers in a rainbow of gender and cultural identities. The mural alludes to the significance of nature for Indigenous and other Canadians, as well as to the pervasiveness of technology today. The project brought youth into close contact with the Library, provided guidance for learning, and a platform for collaborative creation.

The Path of Partnership
OPL creates opportunities for learning and community building by working with partners. Collaborating with various groups involved in welcoming and settling refugees from Syria, OPL participated in dozens of events to extend the OPL’s supportive resources to these vulnerable new Canadians. Working with seniors’ residences and organizations, OPL has enhanced its programming for older adults with conversation groups, book clubs, computer workshops, author visits, exhibitions, and talks and activities on many subjects.  Through The Good Companions Seniors’ Centre Without Walls, OPL provided programming by telephone to isolated seniors and adults with physical disabilities, such as author visits, book discussions, introductions to genealogy research, storytelling sessions, and writing workshops.

OPL collaborated with the Children’s Hospital of Eastern Ontario (CHEO) to promote and further strengthen our connections to parents and professionals working to help children build resiliency and develop personal skills that underpin holistic health and success. Specifically, MindMasters booklists provide bilingual resources that help children learn to manage their emotions through fun activities. These are also used by parents, caregivers, and teachers to help children build positive thinking, stress control, relaxation and mindfulness skills.

Other 2016 examples include partnering with CBC Ottawa to produce our fifth and extremely successful edition of the Human Library that invited customers to borrow a human book for a 20-minute one-on-one conversation. This partnership event created unique opportunities for customers to talk and connect with individuals whom they might otherwise not meet, and hear about life experiences that often tested preconceptions and expanded word views.

Other partnerships saw local financial institutions lend their expertise for OPL to offer programs promoting financial literacy, even for children such as in the popular Kids and Money series that took place in November. Music, languages, science, travel, crafts, history, art, careers, writing, technology and more are areas for exploration, discovery, and partnerships at the OPL.

 

 

OPL Board members recognized long-time volunteer Colin Plows with the Order of Friendship.

Order of Friendship
The OPL Board recognized Mr. Colin Plows with an OPL Board Order of Friendship for his outstanding commitment and contribution through his long-time volunteer role with the Friends of the Ottawa Public Library Association (FOPLA), his role as President of FOPLA, and his overall support of the Ottawa Public Library.  A tremendous and ardent supporter of the Ottawa Public Library, Mr. Plows brought ideas and a collaborative approach to advocacy initiatives in support of the OPL.  His support of OPL initiatives was evident in his understanding of the role of FOPLA, and the care he took to ensure that FOPLA’s vision and path forward aligns with that of OPL.  Mr. Plows forged ties between OPL staff and FOPLA Board, helping volunteers understand and assist OPL to achieve its strategic initiatives.  His efforts as a volunteer and as President have been instrumental in ensuring a very solid relationship with the Ottawa Public Library, and have added so much to all the branches within the OPL. 

Align Library services in support of customer needs

Welcoming, Convenient, and Dry
A small but significant project was the completion of a covered stroller-parking at the entrance to the Carlingwood branch in view of the many parents who visit the OPL with their young children. This attractive and practical area was constructed to offer shelter to the public entering this branch, as well as to create a protected outdoor area where strollers can be safely stored during a stop or a storytime at the busy branch.   

PC bookings
OPL introduced a more flexible public PC booking policy, which acknowledges that supply and demand varies across the library system. Customers are offered up to four hours on public computers at select branches where demand for the public PCs allows. System-wide, the time allotment for using PC computers was increased from two to four hours providing the option to customers needing more PC time at a high-demand branch to access it elsewhere in the system. In addition, the PC allocation per branch was adjusted to send assets where the need was greatest. This redistribution of public computers and the increased time allotment system-wide resulted from a careful study of usage and reservation rates.  OPL continuously monitors and adjusts with the aim of providing services where they are most needed.