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CPS2013-0372 ATTACHMENT 11

CIVIC PARTNERS ANNUAL UPDATE 2013


CALGARY PUBLIC LIBRARY

Prepared April 2013

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Civic Partners Annual Update 2013

CONTENTS
Introduction ...................................................................................................................................................................3 2012: The Year in Review ..............................................................................................................................................4 Key Achievements in 2012.............................................................................................................................................5 Renewing the Heart An Inspired and Inspiring Catalyst .........................................................................................5 Transforming Service Delighted Customers............................................................................................................5 Connecting Community Engaged Citizenry .............................................................................................................6 Building Capacity A Resilient Organization .............................................................................................................7 Summary of Activity Levels for 2012 .............................................................................................................................8 Awards and Recognition ................................................................................................................................................9 A. Triple Bottom Line ...............................................................................................................................................10 Economic..................................................................................................................................................................10 1. What were the key activities and results for your organization that contributed to Calgarys economy in 2012? ...................................................................................................................................................................10 2. What key results did your organization achieve that contributed to creating a city where people want to invest and live in 2012? .......................................................................................................................................10 3. If your organization has the care and control of a City asset, what activities did your organization undertake to sustain the infrastructure? ............................................................................................................11 Environment.............................................................................................................................................................12 1. What were the key environmental activities and results for your organization in 2012? .........................12

2. How did your organization work to reduce your consumption of resources, or the consumption of resources consumed by Calgarians and businesses, and the accompanying ecological footprint on the environment in 2012? .........................................................................................................................................12 Social........................................................................................................................................................................13 1. 2. 3. How has your organization contributed to the health and well-being of Calgarians in 2012? ..................13 How has your organization contributed to the development of Calgarys culture in 2012? .....................13 What is your organization doing to respond to the changing demographics in Calgary? .........................13

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B.

Councils Fiscal Plan (2012-2014) ........................................................................................................................15 1. What progress has your organization made in 2012 on the priorities you identified in your 2011 annual report submission that will support Councils Fiscal Plan for Calgary? ...............................................................15 2. Please report on the indicators and targets you use to evaluate your performance as an organization through 2012-2014? ............................................................................................................................................16 3. How will your organization work towards restraining expenses and seeking efficiencies? ......................16

4. How will your organization use the funding and assets provided by The City to leverage additional resources and supports (financial, in-kind, volunteer, through partnerships, other)? .......................................17 5. What are the greatest challenges your organization will face in the next two years and what are your plans to address those challenges? ..................................................................................................................... 17 6. What are the greatest opportunities for your organization in the next two years and how do you plan on capitalizing on those opportunities? ................................................................................................................... 19 What plans does the Calgary Public Library have that support Councils priorities in 2013? .....................................21 Renewing the Heart: The New Central Library Project ............................................................................................21 Transforming Service ...............................................................................................................................................21 Connecting Community ...........................................................................................................................................21 Building Capacity .....................................................................................................................................................21 How does the Calgary Public Library support other council priorities? ......................................................................22 Ensuring every Calgarian lives in a safe community and has the opportunity to succeed ......................................22 Investing in great communities and a vibrant urban fabric.....................................................................................22 Moving people and good throughout the city efficiently and sustainably ..............................................................23 Making Calgary the best place in Canada for a business to start and flourish ........................................................23 Appendix: Celebrating 100 Years of Service to Calgarians

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INTRODUCTION Through a broad range of services and programs, the Calgary Public Library inspires the life stories of Calgarians of every age, ability, origin, and financial capacity. Providing a diverse range of resources for information, learning, inspiration, and enjoyment, the Library is proud of its 100 years of service excellence. 2012 also marked the launch of a new century of service. The Calgary Public Library, in collaboration with The City of Calgary, undertook extensive public engagement, exemplifying the principles that will define future services: greater community engagement and collaboration, an interactive approach to service delivery, and integration of new technologies. The successful public engagement resulted in over 16,000 Calgarians voicing their opinions and Inspiring the Next Chapter of library service. Today, the Calgary Public Library is an integrated network of 18 locations throughout the city working together to develop, implement, and evaluate services that meet the needs of the growing and increasingly diverse population of Calgary. These locations are lively, animated action centres containing rich resources, including materials in a wide variety of print and digital formats; public access computer workstations; wireless access to the Internet; educational and recreational programs; special services for members of vulnerable populations; and knowledgeable and well-trained staff. Among the Librarys most valuable assets and offerings is welcoming and safe space: for family outings; for teens to hang out; for seniors to socialize; and for Calgarians of every background to meet and collaborate. The Calgary Public Librarys mission positions it at the nexus of City Councils priorities, with the result that the Library is strategically and physically situated to play a large and important role in community life in Calgary. The Library is the vibrant heart of a great city and looks forward to the next 100 years.

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2012: THE YEAR IN REVIEW 2012 marked the first year of Launching a New Century of Service, the Librarys Strategic Plan for 2012 to 2014. The table below summarizes the Plans four broad strategic directions, key action areas, and expected outcomes.

As the information summarized below shows, outstanding work in every area of library operations took place in 2012. Building on the successes of its first century of service, the Calgary Public Library is well positioned to inspire life stories: as a visible symbol of democracy; as an organization that ensures openness and universal access; as a champion of literacy in every form; as a supporter of learning and growth at every life stage; and as a communitybuilder, connector, and gathering place.

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KEY ACHIEVEMENTS IN 2012 RENEWING THE HEART AN INSPIRED AND INSPIRING CATALYST A New Central Library for a New Century of Service: Developed the vision for the project in consultation with the Library Board. The vision was confirmed through citizen focus groups. In collaboration with The City of Calgary, implemented an extensive public engagement which gathered the opinions of more than 16,500 Calgarians. Worked with consultants and The City to develop the Operational Review and Functional Profile for the New Central Library, as well as the Master Program. Began developing the detailed Functional Program, based on community engagement findings and input from staff. Supported the development of the CS & PS Report, Progress Update on the New Central Library Project (PFC2013-0223), which was approved by City Council in 2013.

TRANSFORMING SERVICE DELIGHTED CUSTOMERS Make it Fun: Celebrated the Librarys 100th birthday with a suite of activities across the system. [Please see the Celebrating 100 Years of Service to Calgarians Appendix for more details.] Conducted the third annual One Book, One Calgary, a reading and community engagement initiative. Created the Century Homes legacy database, which compiles research on the 500 houses that were included in the award-winning Century Homes Calgary project.

Make it Easy: Implemented simplified borrowing rules and procedures. Developed the service concept for the NW Library, which will serve as a model for future service alternatives in multi-use facilities.

Make it Yours: Published NextReads newsletters, which alert subscribers to great reads available at the Library. Launched the new Enterprise catalogue overlay, which provides better search features, giving better results. The new catalogue also has additional content including author read-alikes, discussion guides, and recommended reads.

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Make it Matter: Extended the reach of service in the northeast with the official opening of the Saddletowne Library. Close to 7,000 Calgarians became new cardholders. Re-imagined service in the Bowness area with the relocation of the Bowness branch. The opening of the new location resulted in significant increases in library memberships (225%) and circulation (23%) for the Bowness Library. Launched the Card for Every Child campaign, an initiative supported by Calgary public, Catholic, charter, and private elementary schools. Expanded the Digital Literacy in the Community program, including offering classes at the Calgary Remand Centre. Launched the Sun Life Financial Arts + Culture Pass program, which provides access to tickets for a variety of events to low income Calgary families. Implemented Settlement Services desks, funded by Citizenship Immigration Canada, at five locations (Village Square, Saddletowne, Shawnessy, Forest Lawn, and Central) with enhanced partnerships arrangements with Calgary Catholic Immigration Society, Calgary Immigrant Womens Network, Immigrant Services Calgary, Bridge Foundation, and Centre for Newcomers.

CONNECTING COMMUNITY ENGAGED CITIZENRY

Everywhere You Are: Released the mobile website and kids micro-site. Launched the Southwood and Forest Lawn Community Gardens.

Making New Friends: 2,100 volunteers, in nearly 4,000 placements, supported library activities including the Librarys 100th Birthday celebrations and fundraising activities undertaken by the Calgary Public Library Foundation. Created new roles for volunteers, such as performing as the Library Mascot, Curious, and its handler, as well as opportunities to participate in the creation of the Welcome to the Calgary Public Library DVD and to support New Central Library public engagement activities. Established a system Youth Advisory Council. Established the Partnership Committee to streamline partnership development and manage partnership practices across the system.

Telling Our Story: Were active participants in the community coalitions for the Early Childhood Mapping project, Calgary Poverty Reduction Initiative, and Native Information Exchange. Were invited to join the Calgary Local Immigration Partnership Strategic Council.

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BUILDING CAPACITY A RESILIENT ORGANIZATION Strengthen the Core: Implemented labour-saving automated materials handling systems, including automated book chute and sortation equipment, at the Crowfoot and Saddletowne Libraries. This project was identified by The City of Calgary as an example of Transforming Government. Prepared collections at the Signal Hill, Saddletowne, Crowfoot, Shawnessy, and Fish Creek Libraries for the expansion of automated materials handling. Freed staff from routine transactions to focus on value-added customer services through the promotion of self-checkout out.

Governance Matters: Changed the Library Board recruitment process, which led to the appointment of 4 new Board members from diverse backgrounds.

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SUMMARY OF ACTIVITY LEVELS FOR 2012 Customer Facing Activities:


Event Attendance, 337,300 Wireless Connections, 282,893 E-Library Visits, 509,015 E-Book Circulation, 628,568 CPL Website Visits, 5,400,047 Physical Item Circulation, 17,121,718 Staff-Mediated Questions, 3,397,056

Total: 36,049,011

In In-Person Visits, 5,724,008

In-Library Library Computer Sessions , 677,782

In-Library Use of Print Resources, 2,599,192

In-Person Visits: With 5,724,008 in person visits in 2012, more people visited the Calgary Public Library than attended the zoo, all museums, Heritage Park, Fort Calgary, all theatre performances, Spruce Meadows, all music concerts, the Calgary Stampede, and all professional hockey, football, baseball, and soccer games combined! This s statistic reflects a 7% increase over 2011. Events: There were 12,019 events held at Calgary Public Library branches in 2012, with a total attendance of 337,385 thats almost a third of the citys population! This statistic reflects a 28% increase over r 2011, reinforcing the notion that books and materials are only one aspect of our service. Technology Use: In-Library Computer Sessions essions per year 677,782 Wireless Connections per year 282,893 CPL Website Visits 5,400,047 Circulation: There was a 4% increase in total circulation over 2011 2011. E-book usage remains a modest, yet increasing, percentage of total circulation: 3.5% in 2012 as against 1.9% in 2011. In addition, use of self-checkout by library customers increased by 12% over 2011.

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AWARDS AND RECOGNITION In 2012, the Library received the following awards and recognition: Calgarys Child Publishers Award of Distinction The Library received this award in recognition of how fully and completely the Library is woven into the lives of children and how it enhances the quality of family life in our community. Calgary Nonprofit Innovation Award from the Calgary Chamber of Voluntary Organizations - The Library was presented with an Innovation Award for its version of Dragons Den: a new internal process to stimulate creativity across the organization and engage employees. The winning proposal was for the production and publication of a Welcome to the Calgary Public Library DVD. This DVD is now available in 18 languages and provides newcomers with a video introduction to library services. Calgary Stampedes Best Miscellaneous Costume Award More than 350,000 live spectators and a million television viewers worldwide watched our Stampede Parade entry complete with show-stopping storybook characters, boot-stomping beats, sparkling cowboy regalia, and a custom Inspiring Life Stories float on July 6. The Librarys energetic staff volunteers earned the well-deserved Best Miscellaneous Costume Award. Governor Generals History Award for Community Programming The Calgary Heritage Initiative Societys Century Homes Calgary project won a Governor Generals History Award for Community Programming. The award honours excellence in educational and public programming. The project engaged citizens in researching 500 century-old Calgary homes, with the resulting digital database housed at the Calgary Public Library. Volunteer Calgarys Leader of Volunteer Engagement Award This award is designed to recognize programs, events, or projects that support the mission and goals of the organization, engage volunteers in work which is both strategic and innovative, and promote effective volunteer engagement. The Library received this award for the Living Library program.

As well as: First Calgary Financials Community Vision Award (Runner up) - This award recognizes an individual or organization that has promoted or enhanced the lives of Calgarians through work within the local voluntary sector. The nomination was submitted on behalf of all Calgary Public Library volunteers who are engaged in various Library programs which positively impact the lives of Calgarians. The Calgary Public Librarys Teen Zone, Readers Nook, and Career blogs were featured among Calgarys top community group blogs in the Calgary Herald.

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A. TRIPLE BOTTOM LINE ECONOMIC


1. WHAT WERE THE KEY ACTIVITIES AND RESULTS FOR YOUR ORGANIZATION THAT CONTRIBUTED TO CALGARYS ECONOMY IN 2012?

The Library continued to contribute to Calgarys economy in a variety of ways: As an employer. The Library employs 900 staff members in a variety of full-time, parttime, and substitute positions. Many of these positions represent that all important first formal job for dozens of young Calgarians and for many more who are new to Calgary or Canada. Through planned facility construction activity, including projects at the Shawnessy, Nose Hill, and Central Library locations. By equipping Calgarians with 21st century literacy skills, including health, financial, digital, cultural, and civic engagement literacies. By expanding and enhancing technological capabilities that enable public access and facilitate essential skill development, especially for vulnerable populations. By focusing on families as the foundation of strong communities. By helping immigrants settle and adjust to life in Calgary. By providing convenient access to business plans, marketing information, and research data as well as specialized programs and services that support local businesses and entrepreneurs. By offering a repertoire of job finding supports and programs for Calgarians, including the successful Career Coaching and Strategic Networking programs. By collaborating and partnering with a wide range of community organizations, including: municipal and provincial levels of government and their individual business units; educational, health, business and cultural institutions; public sector and not-forprofit agencies serving vulnerable populations; public and private sponsors; and, other libraries, to deliver services and programs.

2. WHAT KEY RESULTS DID YOUR ORGANIZATION ACHIEVE THAT CONTRIBUTED TO CREATING A CITY WHERE PEOPLE WANT TO INVEST AND LIVE IN 2012?

The Calgary Public Library is the most heavily utilized public facility in Calgary. During 2012, 5,724,008 people visited the Library in person and 5,400,047 people visited the Librarys website. These customers borrowed 17,121,718 items and asked 3,397,056 questions. In addition, 337,385 people attended the 12,019 events that were held at Calgary Public Library branches in 2012. Every day the Calgary Public Library makes a difference in the lives of individual Calgarians by offering support for learning and growth at every life stage. More than ever before, Calgarys public libraries are gathering places and action centres for community

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engagement. The Library contributes to creating a city where people want to invest and live, because it is a vital, trusted, highly-valued, and well-loved community asset.
3. IF YOUR ORGANIZATION HAS THE CARE AND CONTROL OF A CITY ASSET, WHAT ACTIVITIES DID YOUR ORGANIZATION UNDERTAKE TO SUSTAIN THE INFRASTRUCTURE?

The Calgary Public Library operates 18 branches, 16 of which are owned by The City and 2 of which are leased from the private sector. The total space under Library stewardship (including a shop and warehouse) is 470,003 square feet. In addition, the landscaping and snow removal at most of these sites is carried out under the direction of the Library. New facilities are constructed to high LEED building standards. The Library currently has 5 LEED buildings. The Signal Hill renovation received LEED Gold certification in 2012. Major renovations were undertaken at Shawnessy Library as well as minor renovations on the Main Floor (as a result of the LRT station redevelopment) and Third Floor (as a result of the fire in September) of the Central Library. Outstanding deficiencies were addressed at the Saddletowne Library and the roof was replaced at the Nose Hill Library. The new location of the Bowness Library opened on October 1st. The bright, spacious, and welcoming branch is a source of pride for Bownesians. The Library has an extensive and comprehensive long-range facility maintenance and renovation program that ensures that all of these sites are accessible, safe, and welcoming for customers and staff alike. Routine maintenance is funded from the Librarys annual operating budget. In 2012, $1.4 million (less $527,000 insurance payout) was spent in this area. Large maintenance items and extensive renovations are funded from a facility reserve dedicated to this purpose. This reserve has been and continues to be funded by planned contributions from annual operating budgets and from operating budget surpluses as they arise. These funds are augmented by grants from various provincial and federal infrastructure assistance programs as available. In 2012, and continuing for a further two years, The City made available a lifecycle replacement fund that The Library uses to fund larger projects that are beyond its current funding capacity. This fund has allowed for a roof replacement and major modernization project to be undertaken at Fish Creek Library this year. The Library Board is grateful for this important support and looks forward to its continuing renewal. Larger projects, and non-lifecycle needs, are submitted through the CPRIIP process as unfunded capital projects or service delivery transformation opportunities.

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ENVIRONMENT
1. WHAT WERE THE KEY ENVIRONMENTAL ACTIVITIES AND RESULTS FOR YOUR ORGANIZATION IN 2012?

The Calgary Public Library is committed to being a leader in environmental stewardship. In 2012 we: Piloted community gardens at the Forest Lawn and Southwood Libraries in collaboration with community partners and sponsors. Installed an energy efficient roof at Nose Hill Library. Ensured that ongoing renovations and maintenance of facilities contributed to a reduced environmental footprint. Developed a supplier sustainability questionnaire to be included in all competitive bids/contracts. Cultivated green partnerships and sponsorships, such as the Alberta Beverage Container Recycling Corporations sponsorship of Ecopalooza. Reduced staff travel by increasing the use of webinars and videoconferencing for training and recruitment. Continued vermicompost at the Nose Hill and Crowfoot Libraries.

2. HOW DID YOUR ORGANIZATION WORK TO REDUCE YOUR CONSUMPTION OF RESOURCES, OR THE CONSUMPTION OF RESOURCES CONSUMED BY CALGARIANS AND BUSINESSES, AND THE ACCOMPANYING ECOLOGICAL FOOTPRINT ON THE ENVIRONMENT IN 2012?

During 2012, to reduce the Librarys ecological footprint: 0.78 metric tonnes of organics, 7.28 metric tonnes of plastic, and 105.50 metric tonnes of paper and cardboard were recycled.

In addition, the Calgary Public Library enabled Calgarians to reuse through borrowing, or to access virtually, over 2.1 million items in a wide variety of formats, including online newspapers and magazines, and e-books. Calgarians saved more than 1,300 trees in 2012 by borrowing materials from the library rather than buying them. Furthermore, remote access to digital resources and a growing number of virtual service points enabled Calgarians to use the Library without having to travel to a physical location. The Calgary Public Library also plays a significant role in supporting eco-literacy, helping Calgarians of all ages become more informed about the environment. Library collections contain many different kinds of resources on environmental topics and the Library offers, in partnership with The City of Calgary and other community agencies, a large number of green-themed public education programs, including the Mayors 20-Minute Makeover challenge and Environment Expo.

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The third annual Ecopalooza Green Family Fair, sponsored by the Alberta Beverage Container Recycling Corporation, continues to be a signature green event with programming at the Central, Fish Creek, and Saddletowne Libraries. A highlight of the 2012 fair was the Voices of Nature concerts, during which 175 Grade 1 to 4 students sang songs of environmental stewardship. SOCIAL
1. HOW HAS YOUR ORGANIZATION CONTRIBUTED TO THE HEALTH AND WELL-BEING OF CALGARIANS IN 2012? 2. HOW HAS YOUR ORGANIZATION CONTRIBUTED TO THE DEVELOPMENT OF CALGARYS CULTURE IN 2012? 3. WHAT IS YOUR ORGANIZATION DOING TO RESPOND TO THE CHANGING DEMOGRAPHICS IN CALGARY?

The Calgary Public Library recognizes and reflects the values and diversity of our community. We celebrate inclusion and ensure that there are resources, programs, services, and spaces for Calgarians of every age, ability, origin, and financial capacity. The result is more meaningful connections for Calgarians: to each other and across generations, to the community, to the province, to the country, and to our shared world. In addition, the Library is open and accessible to all, the only entrance requirement being interest. In a very real sense, the Library plays a key role as a community deficit fight and this is especially true for lower-income Calgarians. On average, every Calgary Public Library cardholder saves about $1,700 each year by borrowing instead of buying materials. Thanks to collaboration with a large number of community partners, we were able to host 12,000 events, including a wide variety of literacy, technology, and cultural programs, attended by 337,400 Calgarians in both library and community locations. Children, teens, parents, and caregivers attended 8,500 programs, featuring innovative program models like Parent Child Mother Goose and Its a Crime Not to Read. The Library has also increased the number and variety of programs offered during the critical after school hours, including gaming for kids and teens, and literacy support programs such as Reading Buddies, Computer Buddies, and Story Pals, a program where struggling young readers read aloud to dogs and their owners from the Pet Access League Society. At the Central Library, a number of themed larger-scale events were held, allowing Calgarians to explore an area of interest more deeply. Themes covered a wide range of subjects: from health to heritage, food to the arts. These events drew Calgarians from all parts of the city, animating the downtown core on evenings and weekends. In November, the Library launched the third annual One Book One Calgary initiative. Designed to promote reading and build a sense of community by bringing people together through books, One Book One Calgary created a shared experience of reading among a wide spectrum of people, stimulated civic engagement and connection among these Calgarians,
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and served as a catalyst to champion the importance of reading, discussion, and public discourse. 61 programs and 32 Pop-Up Awesome events were planned. Highlights included a launch event during which Kris Demeanors presented a poem for the Librarys 100th birthday, an Awesome Calgarys Thousand Dollar Thursday event, and an author event with Lloyd Robertson. Throughout 2012, Library locations played host to a variety of cultural events, including author readings, dramatic performances, and a series of community concerts. In addition, the Library hosted Brian Brennan as the Writer-in-Residence at the Memorial Park Library. With Calgary 2012 grant funding and support, the Library developed the Arts on the Go! Words on the Move! program, the Century Homes legacy database, and the Sun Life Financial Arts + Culture Pass. The Library maintains and continues to expand a very active volunteer program, currently placing volunteers in a variety of settings in support of literacy, digital literacy, language learning, career, and other skill development programming. In 2012 volunteers contributed almost 45,000 hours, an increase of nearly 14% over 2011. Volunteers from diverse backgrounds in particular appreciate the opportunity to engage with and give back to their new community. Every day the Calgary Public Library makes a difference in the health and well-being of Calgarians as well as avidly participates in and supports a wide range of cultural activities in Calgary.

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B. COUNCILS FISCAL PLAN (2012-2014)


1. WHAT PROGRESS HAS YOUR ORGANIZATION MADE IN 2012 ON THE PRIORITIES YOU IDENTIFIED IN YOUR 2011 ANNUAL REPORT SUBMISSION THAT WILL SUPPORT COUNCILS FISCAL PLAN FOR CALGARY?

Ensuring every Calgarian lives in a safe community and has the opportunity to succeed The Library provides a safe and welcoming public space for all Calgarians to enjoy, whether a library cardholder or not. Resources for learning, including collections, programs, and services are designed to help Calgarians of every age, ability, ethnic origin, and financial capacity. Library programs help Calgarians develop a sense of community, because they are opportunities for Calgarians to get to know each other. A host of customized learning opportunities are made available to members of vulnerable populations.

Investing in great communities and a vibrant urban fabric The Library is looking forward to being a part of three of the major recreational facilities to be built in the next few years. A concept for the NW Library service point (Rocky Ridge Regional Recreation Centre) was developed and will serve as a model for future service alternatives in multi-use facilities. The Library invested in the lifecycle maintenance of our infrastructure, including the replacement of the roof at the Nose Hill Library as well as major and necessary minor renovations at the Shawnessy and Central Libraries, respectively. The Library invested in green space by establishing community gardens at the Southwood and Forest Lawn Libraries. In collaboration with The City, planning for the new Central Library reached several important milestones.

Moving people and goods throughout the city efficiently and sustainably The Librarys delivery system of materials across the city ensures that our resources are made available to all Calgarians at the time they want them. We ensure the efficient use of our resources by using sustainable methods of transportation. Floating World Language, audiovisual, paperback, and New & Notable collections i.e. these items circulate from the locations where they are returned, rather than being transported to their home locations helps to reduce deliveries and refreshes collections on a daily basis.

Making Calgary the best place in Canada for a business to start and flourish The Library plays an essential role in supporting literacy from a very early age, which directly supports the ability of Calgarians to be successful contributing citizens in the knowledge economy.

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As an established knowledge institution, the Library is the place to learn in a digital age and provides Calgarians with context for sense-making in our complex world. The Library played a vital role in contributing to the high quality of life enjoyed by Calgarians, helping make the city a place of choice in a talent war for professionals. The Library assists entrepreneurs and career-changers of all age groups.

Becoming a more effective and disciplined organization The Library is a recognized leader in the library community on a regional, national, and international level. We have implemented several internal initiatives with the goal of stimulating creativity, fostering a community of innovative practices amongst our staff, and encouraging innovation, including our own version of Dragons Den. The Library has demonstrated that in order to be truly innovative, ideas must come from all levels of the organization.

2. PLEASE REPORT ON THE INDICATORS AND TARGETS YOU USE TO EVALUATE YOUR PERFORMANCE AS AN ORGANIZATION THROUGH 2012-2014?

The Library uses: Qualitative and quantitative measures to evaluate our performance as a library, including usage, customer satisfaction, and market penetration, Outcomes in our strategic plan, Launching a New Century of Service: Renewing the Heart: An Inspired and Inspiring Catalyst Transforming Service: Delighted Customers Connecting Community: Engaged Citizenry Building Capacity: A Resilient Organization, and Benchmark comparisons with other libraries.

3. HOW WILL YOUR ORGANIZATION WORK TOWARDS RESTRAINING EXPENSES AND SEEKING EFFICIENCIES?

The Library: Identifies and implements best practices. Formally benchmarks all operations and activities. Conducts internal audits of library operations. Uses technology to eliminate many labour-intensive transactions, liberating staff to focus on a dynamic, value-added service for Library customers. Without staff assistance, customers can now: Check out their own materials in the 10 largest Library locations, enjoying privacy and convenience; Place holds, renew materials, ask questions, pay late fees, and register for library programs from computers and mobile devices; and

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Automatically check-in the materials theyve borrowed at 3 locations, where specialized equipment sorts the returned materials and deposits them into bins, depending on where the item is needed next. Is a member of a public sector purchasing consortium, which enables the Library to purchase items at lower costs. Is relocating parts of IT to The Citys data centre. Has lowered the cost of insurance through collaboration with The City. Uses external service providers for some functions, including cleaning and security.

4. HOW WILL YOUR ORGANIZATION USE THE FUNDING AND ASSETS PROVIDED BY THE CITY TO LEVERAGE ADDITIONAL RESOURCES AND SUPPORTS (FINANCIAL, IN-KIND, VOLUNTEER, THROUGH PARTNERSHIPS, OTHER)?

The Library: Has established a Partnership Committee to streamline partnership development with the goal of increasing the number and scope of community partnerships in education, health, arts, and culture as well as manage partnership practices across the system. Has expanded the capacity of the Calgary Public Library Foundation to diversify and grow new revenue streams: - Over $1.6 million raised in the last year, provided nearly $600,000 to Library projects; - Your Card the worlds first customized Library Card is available for $100 on www.goodREAD.ca with Mayor Nenshi as the spokesperson; and - They developed the Annie Davidson Founders Society for donor stewardship. Is making applications for grants from other levels of government and foundations, in support of capital and other special projects, including for funds which can be matched. Continues to expand opportunities for volunteers to contribute to the work of the Library and the Calgary Public Library Foundation. Is living the promise we make in our Strategic Plan: to be good stewards of the resources entrusted to us.
5. WHAT ARE THE GREATEST CHALLENGES YOUR ORGANIZATION WILL FACE IN THE NEXT TWO YEARS AND WHAT ARE YOUR PLANS TO ADDRESS THOSE CHALLENGES?

Simultaneous Changes Impacting all Areas of the Library: Technology Publishing and e-books Society and demographics

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Like the rest of society, the Library is facing a period of constant and simultaneous change. This change has a direct impact on all operating areas of the Library. There is perhaps no more comprehensive driver of change in the Library over the next few years than technology. Much has already happened, as e-books and e-readers have entered the mainstream. The Library is also facing challenges acquiring e-content, as some mainstream publishers are choosing not to sell their material to libraries. In terms of service delivery, these new formats and devices are merely the beginning. A deeper study of trends in technology reveals unprecedented opportunities to reach customers in new ways and to transform the ways in which library work is completed. At the same time as this rapid technological change, the population of the Librarys service area is projected to increase to over 1.3 million by 2023 and to over 1.6 million by 2043 (from 1.1 million today). Underlying this growth are significant trends for library planning: The number and proportion of young children and youth will increase significantly over the next ten years; The number and proportion of seniors will increase even more significantly, while the working-age population is relatively flat; 60% of this growth will come from net migration, mostly from regions in Asia and South East Asia; and, City planning will attempt to locate the majority of this growth into established areas, rather than into suburban greenfields.

Lifecycle Replacement and Infrastructure Needs: Maintaining our assets Growth in Calgary

Ongoing maintenance and replacement activity of existing Library space is essential to maintain standards of safety, efficiency, functionality, and comfort. Many of the Librarys existing branches are small, overcrowded, and operating at over-capacity levels. The roof at the Fish Creek Library, the systems largest branch location, is at the end of its lifecycle and will be replaced in 2013. The community of Calgary continues to grow, spread outward, and increase in its diversity. At the same time, usage levels are trending upward, resulting in additional demands for collections, programs, and services. The core central functions that support essential system operations are presently at capacity, but will be strengthened with the development of the new Central Library. Even as we emerge from an unstable economic climate, more and more Calgarians are turning to the Library: to borrow books and DVDs, instead of buying or renting; to attend free cultural programs; to get job search and career advice from expert volunteers; to learn new computer skills; to practice speaking English in ESL Conversation Clubs; to participate in family-friendly events; or to simply find meaning in an increasingly complex and noisy world.

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Increases in use and use by new customers are welcomed, but place significant pressure on resources already stretched to their limits. The inclusion of the Library in planned regional recreation centres will help the Library respond to growing service demands. Staffing Changes: Like many organizations, the Library is positioning itself to meet anticipated staffing challenges and transitions. We foresee a more competitive work environment where recruiting staff with the necessary expertise to capably handle the simultaneous changes mentioned above will increasingly become more difficult. As a result, we are investing in the training, coaching, and mentoring of current staff in order to ensure that they are able to take on leadership and management roles in the future. The most effective organizational structure as well as the essential skills required to deliver 21st century library service are not the same as those required in the past. In addition, many staff members in leadership positions are nearing retirement age, so it is likely the Library will see turnover at a rate we have not experienced previously. Effective change management is essential in assisting staff at all levels through transition periods.
6. WHAT ARE THE GREATEST OPPORTUNITIES FOR YOUR ORGANIZATION IN THE NEXT TWO YEARS AND HOW DO YOU PLAN ON CAPITALIZING ON THOSE OPPORTUNITIES?

New Central Library: To continue an outstanding record of community service, The City of Calgary, the Calgary Public Library Board, and Calgary Public Library staff have made a commitment to build a new Central Library with the size, capabilities, and features to meet the needs of one of Canadas fastest growing cities. We have extensively reviewed the experiences of other public libraries around the world and know that a new Central Library is a powerful community development tool, a people magnet, and a catalyst for economic growth. Today, new central libraries in cities as diverse as Montreal, Seattle, and Amsterdam are attracting customers in record numbers as well as tourists and business visitors. We believe Calgarys new Central Library will renew the heart and hub of our library system and strengthen library services throughout the city, as well as create a vibrant downtown destination and a source of great civic pride. In addition to creating a facility that is open for all and reflects the creative culture of this dynamic city, the new Central Library will define library service of the future. It will also provide a unique opportunity to contribute to the cultural, social, economic, and physical regeneration of Calgarys downtown East Village. The New Central Library will achieve its vision To Inspire All and will play an important role as: 1. centre of the community; 2. civic landmark and source of pride;
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3. 4. 5. 6. 7.

cornerstone for life-long learning; cultural destination; agent for community building, social inclusion and engagement; economic engine and catalyst; and heart and hub of a dynamic library system.

New Service Points: In addition to a new community branch in Symons Valley, the Library is looking forward to its inclusion in the planned recreations centres in Seton, Quarry Park, and Rocky Ridge. The Rocky Ridge location, in particular, will provide the opportunity to implement a different model of service delivery using technology such as book vending machines for customer holds. These new locations will go some way to addressing the needs of Calgarians, but with the anticipated continuing growth in Calgarys population and development plans for both established communities and new suburbs, additional library locations will be needed. To actively shape its future, the Library continuously pilots and evaluates services in existing locations. Transforming Service: Transforming service is a key action area in 2013 and beyond. The Library is committed to working towards our plan of Make It Fun, Make It Easy, Make It Yours, and Make It Matter for Library customers. While technology can act as an obstacle in some instances, in others it is the enabler the perfect tool to allow the Library to reduce barriers to all modes of customer contact. The introduction of new self-checkout units, automated check-in chutes, automated materials handling equipment, and the expansion of other self-service capabilities, will enable the Library to remain responsive to rising levels of library use, while improving the services that it provides, and will accelerate the transformation of staffing models. Leadership Changes: In 2012, changes to the Library Board recruitment process led to the appointment of four board members from diverse backgrounds, who have brought new insights and ideas to help the Library chart a second century of service. 2013 will bring the appointment of a new Chief Executive Officer. With passion, respect, and integrity, the successful candidate and current library staff will work hard every day to achieve the Librarys goal of being the vibrant heart of a great city.

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WHAT PLANS DOES THE CALGARY PUBLIC LIBRARY HAVE THAT SUPPORT COUNCILS PRIORITIES IN 2013? 2013 is the second year of the Librarys new Strategic Plan, Launching a New Century of Service. In accordance with that plan, the emerging agenda for 2013 is:
RENEWING THE HEART: THE NEW CENTRAL LIBRARY PROJECT

Continue public engagement Support design process options review and design procurement process Support completion of detailed functional program Launch capital campaign for Calgarys Library (Library Foundation)

TRANSFORMING SERVICE

Develop and implement a signature early literacy strategy Enhance services for readers, new Canadians, and financially-barriered customers Design and implement information services for a new era Develop concept for the Library of Tomorrow Review hours of opening Review roles and functions of adult programming Conduct operational audit of Library programming and events promotion

CONNECTING COMMUNITY

Introduce a range of mobility initiatives and tools to support information services, management functions, and work-from-home options Enhance digital literacy programs and services Expand partnerships with post-secondary institutions, school boards, and arts and culture organizations

BUILDING CAPACITY

Complete Asset Management Plan Develop strategy to increase municipal funding for high-priority services and programs Operationalize the Librarys risk management strategy Complete software upgrades to support financial, asset management, and other critical functions Build and implement SharePoint site to enhance collaboration and share best practices across the library system Reexamine role and functions of non-managerial librarian positions Develop fundraising priorities for Calgary Public Library Foundation

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HOW DOES THE CALGARY PUBLIC LIBRARY SUPPORT OTHER COUNCIL PRIORITIES?
ENSURING EVERY CALGARIAN LIVES IN A SAFE COMMUNITY AND HAS THE OPPORTUNITY TO SUCCEED

C4. Ensure people feel safe in public spaces and on public transit. The Library is open for all, welcoming users of every ability, ethnic origin, and financial capacity into public spaces that are friendly, trusted, and neutral. Behaviour in the Library is governed by the Calgary Public Library Board Use of the Library ByLaw, which, in conjunction with the Librarys Code of Conduct, ensures a positive Library experience for everyone. C8. Establish a 10-year plan on reducing poverty, using the 10-year Plan to End Homelessness as a model, engaging community partners and other levels of government; and including a commitment to streamlining city processes for nonprofit organizations and community partners. The Library is an important source of support for many types of vulnerable populations, including low-income families, and through its services provides a welcoming path to empowered citizenship. For example, Library customers can attend Tax Clinics at Library, a program where low-income Calgarians can receive free, one-on-one help filing personal taxes, and Money Matters, a financial literacy program for low-literacy adults. In addition, early literacy programs provide parents with the tools to help their children bridge the poverty gap. In addition, the Library held a workshop to identify the impact of poverty on public libraries and develop strategies to support poverty reduction and address gaps. These strategies were submitted to the Calgary Poverty Reduction Initiative.
INVESTING IN GREAT COMMUNITIES AND A VIBRANT URBAN FABRIC

P4. Build more recreation facilities, including four major facilities, considering P3 Canada funding, while maintaining current facilities. The Library will draw on the successes of current Calgary Public Library locations in multi-use facilities (i.e. Country Hills, Shawnessy, Saddletowne, and Village Square), as the locations in future Seton and Quarry Park recreation centres as well as the innovative service point in Rocky Ridge recreation centre are planned.

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MOVING PEOPLE AND GOOD THROUGHOUT THE CITY EFFICIENTLY AND SUSTAINABLY

M7. Review the long-term parking strategy and the role of the Calgary Parking Authority. The most recently constructed branches, and the next three approved branches, have been constructed as part of multi-purpose facilities, in well-located areas within communities, on existing traffic routes in conjunction with other community facilities to facilitate one-stop convenience. M11. Invest in better commuter cycling infrastructure throughout the city. All library locations are accessible by bicycle and are equipped with bicycle racks for our customers.
MAKING CALGARY THE BEST PLACE IN CANADA FOR A BUSINESS TO START AND FLOURISH

B2. Facilitate business success rather than regulate business activity. In addition to providing access to business plans, marketing information, and research data, the Library hosts programs on contract work, employment law for small business owners, and entrepreneurial success stories as well as workshops on creating business plans. B4. Support strategies to attract and retain global talent and investment in Calgary. The information economy requires a trained and continuously learning workforce that is supported in many significant ways by the Librarys services and programs. This begins with the support and assistance that the Library provides for that most basic of all skills literacy and extends into all phases and stages of life. In a world that is increasingly competing for scarce human capital, the presence of a vibrant and dynamic public library system is regarded as a major draw in a creative, world class city.

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For more information about Calgary Public Library, please visit our website: calgarypubliclibrary.com

Or contact us at: Calgary Public Library 616 Macleod Trail SE Calgary, AB T2G 2M2 403.260.2600 dearlibrary@calgarypubliclibrary.com

https://twitter.com/calgarylibrary https://www.facebook.com/calgarypubliclibrary http://pinterest.com/calgarylibrary/

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APPENDIX
CELEBRATING 100 YEARS OF SERVICE TO CALGARIANS

A wide range of activities celebrating the Librarys 100th birthday took place, including: www.cpl100.ca Launched on January 3rd, this birthday website outlined our plans for the year and featured the Librarys photo archives in digital form. Live to Be 100! Our Healthy Future A series of programs under the theme Our Healthy Future provided learning and life enrichment opportunities in the areas of personal health and wellness, community cohesion, environmental sustainability, and global well-being. Saddletowne Library The Librarys newest location officially opened in mid-January. At the opening, Calgarians were able to meet the Librarys new mascot, a friendly chameleon whose name, Curious, was chosen in community-wide contest. Our History Award-winning popular historian Brian Brennan wove a century of photos and stories into a terrific book, The Calgary Public Library: Inspiring Life Stories Since 1912. My Library Story: Centennial Digital Storytelling Project Calgary Public Library invited Calgarians to join our Centennial celebrations by contributing stories to the My Library Story: Centennial Digital Storytelling Project. Alberta Library Conference Celebration At the Alberta Library Conference, the Library Board hosted a reception for all delegates, the Library sponsored keynote speaker, Jian Gomeshi, Brian Brennan discussed the Librarys history, and the Saturday night banquet was A Tip of the Hat to the Librarys successes. The Calgary Public Library Foundation Centennial Magazine This magazine featured centennial events and programs as well as stories and information for Library customers and Calgarians. It was included in the Calgary Herald on May 5th. Volunteer Recognition Our annual Volunteer Recognition Event recognizes the work and dedication of the Calgary Public Librarys volunteers. In 2012, the program recognized our active volunteers, as well as the tireless efforts of volunteers who contributed to the Calgary Public Librarys 100 year history.

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Calgarians Choose a Century of Great Books From June to September, readers nominated titles from all genres in the Calgary Public Librarys centennial initiative, Calgarians Choose a Century of Great Books. From more than 2,000 nominations and nearly 1,000 titles, a list of the top 100 books was compiled and later published in the Calgary Herald. Centennial Birthday Block Parties On June 2nd, all Calgarians were invited to visit their nearest branch for a Centennial Birthday Block Party presented by Cenovus Energy. These parties attracted record crowds. Library Scavenger Hunt A geo-caching scavenger hunt with over 25 caches launched thanks to the support of three partner organizations and several volunteers in June. The Calgary Public Library Homecoming Current and former Calgary Public Library staff and board members were invited to reminisce and revel in good company at the Calgary Public Library homecoming on June 10th at Memorial Park. Community Gardens The Calgary Public Librarys first Chief Librarian, Alexander Calhoun, played a leading role in establishing the Vacant Lots Garden Club (19141952), which supported the development of community gardens throughout the city. In co-operation with the communities surrounding the Forest Lawn and Southwood branches, and supported by centennial funding from Encana, the Library made space available for two community gardens, which opened in June. Stampede Parade The Calgary Public Library participated in this years Stampede Parade, joining the Stampede in celebrating 100 years. Universe at Your Library With a focus on exploration and celebrating the Library of the future, a series of programs gave Calgarians a taste of aerospace technology and adventure in space during fall 2012. One Book, One Calgary The Calgary Public Librarys One Book, One Calgary program, which took place November, is an annual, city-wide initiative designed to ignite community dialogue and enrich community connections through a shared reading experience. In 2012, the title selection was The Book of Awesome by Neil Pasricha.

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Art on the Go! Words on the Move! Project With funding from Calgary 2012, the Librarys travelling sketchbooks and journals were profiled at several events around the city. Plans were established to create a permanent art collection and expansion of the book collection. YOURcard For a $100 donation, customers were able to create special Library cards by choosing their own illustration to be featured anything from a smiling baby to a snapshot of the city. The card is available at www.goodREAD.ca. Bob Edwards Awards Gala This long-standing event came to the Calgary Public Library this year as a 100th birthday present from Alberta Theatre Projects. Bob Edwards was a journalist and Alberta politician best known as the writer and publisher of the Calgary Eye Opener weekly newspaper in the early 1900s. Canadian actress and comedian Mary Walsh was honoured at this years fundraising gala dinner. The Calgary Public Library Foundation netted over $100,000 at the event.

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