2013 – 2017 Strategic Plan
“Mackay Regional Council Libraries: Seek Discover Grow”
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan
1. Strategic Plan 1.1 Our Vision
Mackay Regional Council Libraries: Seek Discover Grow
1.2 Our Mission Our purpose is to create vibrant engaged communities
1.3 Our Outcomes
Our Community Our People Our Systems and Innovation
Our Governance
Vibrant engaged communities
A culture of learning and customer focus
Accessible, sustainable and consistent systems
Accountable, transparent, sustainable financial management and governance
1.4 Key Strategies
Outcome Key Strategies
Vibrant engaged communities
Identify community needs and trends
Create and maintain flexible, welcoming and accessible spaces - physical and online
Investigate, plan, implement and evaluate quality programs and services to build engaged and learning communities
Demonstrate value and return on investment through effective internal and external marketing
Identify, develop and nurture quality partnerships
Collect, share and celebrate our community’s story
A culture of learning and customer focus
Foster a culture of learning and development of our people – staff and volunteers
Ensure effective service-wide focus and supportive team environment
Recruit, retain and develop our people and manage performance effectively
Accessible, sustainable and consistent systems
Explore, implement, maintain and evaluate emerging and existing technologies
Foster a culture of continuous improvement and innovation
Accountable, transparent, sustainable financial management and governance
Ensure effective and accountable financial management
Actively comply with relevant policy, legislation and reporting requirements
Ensure effective asset management for buildings and plant and whole of life management of collections
Plan effectively at a strategic and operational level
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 2
2. Operational Plan Outcome 1: Vibrant engaged communities Supports Corporate Plan Objective 1: To build safe, strong and self-reliant communities with access to a diverse range of community services and facilities aimed at providing opportunities for participation in community life.
In particular supports the following Corporate Plan strategies: 1.1; 1.2; 1.4; 1.5; 1.7; 1.8; 1.11; 1.12; 1.13; 1.17; and 7.2; 7.14; 2.9
Key Strategy Action Key Tasks Responsibility Timeframe Budget Key stakeholders
1. Identify community needs and trends
1.1 Plan, develop, implement and analyse Community survey/s and feedback
Ensure community engagement guidelines and policies are adhered to MCL 2014
Review annually
Operational
Community Engagement Working Group
Community
Identify information needed ECs/ LIBRARIANS
Identify and develop survey mechanisms, e.g. online, interview, exit surveys etc.
ECs/ LIBRARIANS
Create and implement surveys ECs/ LIBRARIANS
Collate and report information / feedback obtained ECs/ LIBRARIANS
1.2 Plan, develop, initiate and evaluate focus groups and interviews
Identify what we need to know ( e.g. areas of library operations/programs or feedback from specific target groups)
ECs 2014
Review annually
Operational
Community Engagement Working Group
Community
Identify consultation mechanisms relevant to identified groups MCL/ECs
Develop structure for focus groups and interviews MCL/ECs
Conduct consultation/s MCL/ECs
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 3
Key Strategy Action Key Tasks Responsibility Timeframe Budget Key stakeholders
Collate, analyse, evaluate and report feedback ECs
1.3 Identify and collate relevant statistics and population data
Liaise with Council’s planning section to identify library catchments population and projections
MCL 2014
Review annually
Operational
Planning
Economic Development
Community Development
Identify and analyse other relevant statistics available (e.g. economic development, business, tourism, community development statistics)
MCL
Analyse and report on relevant library statistics and information (e.g. usage, membership, trend data etc)
MCL
1.4 Research and investigate emerging social and community trends
Identify and access sources MCL 2014
Review annually
Operational
Planning
Economic Development
Community Development
SLQ of Qld
Liaise with other Council departments to access relevant information and identify trends impacting on planning
MCL
Analyse demographics and statistics to identify community and social trends
MCL
1.5 Collate and analyse research and data to develop community needs analysis to inform the planning process
Collate and analyse data and research collected
MCL 2014
Review annually
Operational
SLQ of Qld
Prepare Needs Analysis based on research and analysis to inform service delivery and program planning
MCL
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 4
Key Strategy Action Key Tasks Responsibility Timeframe Budget Key stakeholders
2. Create and maintain flexible, welcoming and accessible spaces - physical and online
2.2 Plan and deliver a new library in the Northern Beaches
Conduct community and staff engagement to identify needs (location, size, services and facilities)
MCL /EC-OPS 2013
2014
Operational
and Capital
Strategic Planning
Property Services
Community
Community Development
Customer Service
External providers of services (architects etc)
Develop functional needs analysis to inform brief MCL /EC-OPS 2013
2014
Participate in the development of Project Plan for delivery of new Library in consultation with key stakeholders (procurement, design, construction, tenders, contracts)
DCS
MCL
EC-OPs
2014
Staff new library according to workforce plan MCL
EC-OPs
2015
Identify budget for stocking of new Library facility MCL
EC-SC
EC-OPs
2014
Plan collection development and stocking strategy for new Library collection
EC-SC
2014
2015
Celebrate and promote new Library MCL 2015
2.3 Review Mobile Library service delivery and investigate the relevance of provision of outreach services
Evaluate existing services
EC-OPs 2014
Operational
Mobile and Branch staff
Community
Identify needs of client group/s EC-OPs 2014
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 5
Key Strategy Action Key Tasks Responsibility Timeframe Budget Key stakeholders
Identify the service gaps and opportunities
EC-OPs 2014
Develop plan EC-OPs 2014
Implement the services EC-OPs 2014
2015
Evaluate and report on services EC-OPs 2016
2.4 Investigate additional Mobile Library
Identify need for additional mobile library through analysis of library statistics, demographics and consultation
EC-OPs 2014 Operational
and Capital
Sponsorship as available
Fleet
Procurement
Finance Develop specifications for new vehicle based on needs analysis EC-OPs
ML Coord
2014
Identify costs and benefits of additional mobile library EC-OPs
Investigate opportunities for sponsorship for additional mobile library
EC-OPs 2013
Develop a proposal for management consideration EC-OPs 2014
Develop and implement Project Plan for provision of additional Mobile Library if approved (tender, procurement, contracts)
EC-OPs 2014
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 6
Key Strategy Action Key Tasks Responsibility Timeframe Budget Key stakeholders
2.5 Plan refurbish and review operations of all branch Libraries
2.6 Ensure spaces are relevant, comfortable, welcoming, safe and well presented and maintained
Identify needs within each individual library EC-OPs 2013 Capital ?
and
Operational
Property Services
External providers and suppliers as required
Community
Relevant Library staff
Liaise with property services concerning proposal, design and budget
EC-OPs 2013
Refurbish Sarina EC-OPs 2013
Refurbish Mirani EC-OPs 2014
Refurbish Walkerston EC-OPs 2015
Celebrate and promote refurbishments EC-Ops
Branch Coords
As per completion date
Evaluate success of refurbishment and outcomes EC-OPs As per completion date
Review and optimize Mackay City Library layout and furnishings EC-Ops
MCL Branch Coordinator
2014 Operational Floor staff
Community
Review and optimize Gordon White Library layout and furnishings EC-Ops
GWL Branch Coordinator
2014 Operational Floor staff
Community
Develop and implement a vibrant and professional display and exhibition program in partnership with identified stakeholders
EC-PROGs Review annually
Operational Internal and external Partners
Ensure all libraries, spaces and ECs Review quarterly
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 7
Key Strategy Action Key Tasks Responsibility Timeframe Budget Key stakeholders
collections are well presented and arranged
Branch Coords
Ensure user-friendly and attractive signage and way-finding in all libraries
EC-Ops
Branch Coords
Review quarterly
Evaluate existing spaces to ensure relevance to community needs/uses EC-PROGs
EC-OPs
2014
Review annually
Operational FOH staff
Property Services
Corporate Communications
External suppliers as required
External service providers as required
Encourage and promote positive community participation by ensuring equitable access, education and support
EC-PROGs
ISL/DLL/CSL/YAL/
YPSL/HCC
2014
Review annually
Identify, implement, monitor and review appropriate independent social media tools in the digital environment
EC-PROGs
ISL/ DLL /CSL/YAL/
YPSL/HCC
2013
Review annually
Identify, develop, implement, monitor and review opportunities for collaborative and creative community spaces within our libraries
EC-PROGs
CSL/ DLL
2014
Review annually
Investigate, develop, maintain and promote local Indigenous art and culture to enhance physical library and digital environment spaces
EC-PROGs
EC-OPS
CSL
2017
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 8
Key Strategy Action Key Tasks Responsibility Timeframe Budget Key stakeholders
Identify areas of need or change and liaise with Property or external suppliers as required
EC-OPs
Branch Coords
Review quarterly
Liaise with internal and external service providers to ensure timely maintenance of properties and surrounds to identified standards
EC-OPs
As required
Review annually
Operational Property
Plant & Procurement
External providers
Foster staff and community pride and ownership of our spaces
MCL
EC-OPs
Ongoing
Operational Staff
Community
Develop a 10 year furniture replacement and maintenance program
EC-OPs
2013 Operational
Property Services
External suppliers
Plant & Procurement
Implement moveable shelving at all branches
EC-OPs
2014
2015
2016
2017
External suppliers
Plant & Procurement
2.7 Evaluate Book Shop Look and implement as required
Evaluate pilot program for Book Shop Look at Sarina, through public and staff feedback
EC-SC 2013 Operational Staff
Community Plan roll-out of Book Shop Look in all other appropriate libraries, as per evaluation
EC-SC 2014
Implement roll-out of Book Shop EC-SC 2015
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 9
Key Strategy Action Key Tasks Responsibility Timeframe Budget Key stakeholders
Look
Review and report on outcomes of implementation of Book Shop Look EC-SC 2016
2.8 Ensure facilities and spaces are accessible
Review opening hours for all service points in accordance with community needs and resources available
EC-OPs
2014 Operational Community
Adjust and monitor opening hours in accordance with review
EC-OPs
2015 Community
Corporate Communications
Consult with Equity and Access Advisory Committee to ensure access requirements have been met
EC-OPs
2014 Access and Equity Committee
Property
Ensure access guidelines are adhered to in any new development or refurbishment
EC-OPs
As required
Review annually
Operational Access and Equity Committee
2.9 Facilitate and foster collaborative online spaces
Research and identify potential community needs for collaborative online spaces
EC-PROGs
DLL / ISL
2014 Operational SLQ of Qld
IT
Benchmark libraries Train and familiarise staff with online
system applications and potential value for customer
EC-PROGs
ISL
2015
Implement and promote collaborative online spaces EC-PROGs
DLL / ISL
2015
Monitor, review and report on use and outcomes of collaborative online spaces
EC-PROGs
DLL / ISL
2016
Review annually
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 10
Key Strategy Action Key Tasks Responsibility Timeframe Budget Key stakeholders
3. Investigate, plan, implement and evaluate programs and services to build engaged and learning communities
Investigate, plan, implement and evaluate programs and services to build engaged and
3.1 Ensure programs and services contribute to strategic outcomes and are aligned with service delivery across Council
Use community analysis and research to identify service and program gaps and develop new programs and services in response to the changing needs of the community
EC-PROGs
2014
Review annually
Operational
Best Practice
Libraries
Community Development
Media
Investigate relevant best practice in other libraries and implement opportunities for continuous service improvement
EC-PROGs
2014
Review annually
Liaise with relevant Council officers and external bodies providing congruent programs, events and activities and develop relationship for stronger integrated planning and service delivery
EC-PROGs
2014
Review annually
Identify strategic outcomes of programs and services
EC-PROGs
2014
Review annually
Investigate, develop, monitor, and review programs and activities to encourage lifelong learning including access to the digital environment and opportunities for social and cultural expression
EC-PROGs
CSL/DLL /YAL/YPSL/ISL
2014
Review annually
Investigate, develop, monitor and review plan to target Council employees to improve workplace literacy
EC-PROGs
DLL
2014
Review annually
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 11
Key Strategy Action Key Tasks Responsibility Timeframe Budget Key stakeholders
learning communities
(cont’d)
Investigate, plan, implement and evaluate programs and services to build engaged and
Implement innovative outreach services to communities across the Mackay Region and in partnership with community and/or Council organizations
EC-PROGs
DLL /CSL
2013
Review annually
Develop and monitor effective evaluation mechanisms for programs, events and engagement activities
EC-PROGs
2013
Review annually
3.2 Plan, implement and evaluate programs and services for children and families
Develop, maintain and promote relevant, outcomes based programs for children and families.
EC-PROGs
YPSL
2013
Review annually
Operational Childrens’ Service Providers
SLQ
The Corner
Literacy agencies (eg Smith Family)
Develop, maintain and promote calendar of special events and programs for children and families.
EC-PROGs
YPSL
2013
Review annually
Analyse qualitative and quantitative program attendance data to establish benchmarks and foster a culture of continuous improvement and responsiveness to customer needs
EC-PROGs
YPSL
2013
Review annually
Strengthen partnerships with relevant Council departments, external agencies and the community in promoting early literacy and the library through programs, events, and information sharing
EC-PROGs
YPSL
2013
Review annually
Actively promote library services, EC-PROGs 2013
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 12
Key Strategy Action Key Tasks Responsibility Timeframe Budget Key stakeholders
learning communities
(cont’d)
Investigate, plan, implement and evaluate programs and services to build engaged and learning
programs and collections for young people to the wider community through personal contact, presence at community events, media and social media and the digital environment
YPSL Review annually
Deliver a program to support literacy skills through reading for children and parents/carers within library spaces and through outreach services
EC-PROGs
YPSL/ DLL
2013
Review annually
3.3 Plan, implement and evaluate programs and services for young adults (12 – 25)
Develop, maintain and promote outcomes based program and service plan for young adults
(12 – 25 years)
EC-PROGs
YAL
2013
Review annually
Operational Community Development
Youth Service Providers
SLQ
Community Development
Develop and implement partnership programs and collaborate with Youth Service Groups and educational institutions
EC-PROGs
YAL
2013
Review annually
Develop, maintain and promote calendar of special events and programs for Young Adults
EC-PROGs
YAL
2013
Review annually
Analyse qualitative and quantitative program attendance data to establish benchmarks and foster a culture of continuous improvement and responsiveness to customer needs
EC-PROGs
YAL
2013
Review annually
Strengthen partnerships with relevant Council departments, external agencies and the community
EC-PROGs 2013
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 13
Key Strategy Action Key Tasks Responsibility Timeframe Budget Key stakeholders
communities
(cont’d)
Investigate, plan, implement and evaluate programs and services to build engaged and
in promoting literacy and the library through programs, events, and information sharing
YAL Review annually
Actively promote library services, programs and collections for Young Adults to the wider community through personal contact, presence at community events, media and social media and the digital environment
EC-PROGs
YAL
2013
Review annually
3.4 Plan, implement and evaluate digital literacy programs
Develop, implement, promote, monitor and review outcomes based plan for digital literacy programs, based on community needs analysis
EC-PROGs
DLL
2013
Review annually
Operational Benchmark libraries
SLQ Foster strategic partnerships which allow the community to experiment and learn with new technologies
EC-PROGs
HCC/ DLL
2014
Review annually
3.5 Plan, implement and evaluate lifelong, lifestyle learning programs and other value-added services
Engage with the community to ensure library services are meeting needs and supporting lifelong learning
EC-PROGs
DLL
2014 Operational Learning providers
Benchmark libraries
Encourage and support existing book clubs and writing groups in the community through professional reader's advisory services
EC-PROGs
DLL
2014
Review annually
Plan lifelong, lifestyle learning programs and other value-added services
EC-PROGs
DLL
2013
Review annually
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 14
Key Strategy Action Key Tasks Responsibility Timeframe Budget Key stakeholders
learning communities
(cont’d)
Evaluate and report on outcomes of lifelong, lifestyle learning programs and other value-added services
EC-PROGs
DLL
2013
Review annually
3.6 Plan, implement and evaluate programs and services for seniors, people with a disability and Culturally and Linguistically Diverse (CALD) community
Develop outcomes based plan for seniors, people with a disability and CALD community
EC-PROGs
CSL
2013
Review annually
Operational Community Development
Seniors, people with a disability and CALD Service Providers
SLQ
Implement Plan for seniors, people with a disability and CALD community
EC-PROGs
CSL
2013
Review annually
Monitor and Review and report on plan for seniors, people with a disability and CALD community
EC-PROGs
CSL
2013
Review annually
Provide support for people with a disability to enable improved interaction with the digital environment
EC-PROGs
CSL
2014
Review annually
Investigate, implement, monitor and review assistive technology equipment and services for people with a disability
EC-PROGs
CSL
2013
Review annually
Increase access to library services and resources for people unable to access traditional library services due to isolation, age or disability
EC-PROGs
CSL
2013
Review annually
Support residents from CALD backgrounds by delivering family literacy programs in house and via outreach
EC-PROGs
CSL/ DLL
2013
Review annually
Ensure access to community languages collections in partnership with SLQ and suppliers
EC-PROGs
CSL
2013
Review annually
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 15
Key Strategy Action Key Tasks Responsibility Timeframe Budget Key stakeholders
Partner with relevant council staff and the community in promoting and celebrating cultural diversity through events activities and information
EC-PROGs
CSL
2013
Review annually
3.7 Plan, implement and evaluate programs and services for Indigenous groups
Develop outcomes based plan for Indigenous groups
EC-PROGs
CSL / CSA
2013
Review annually
Operational Community Development
Indigenous Service Providers
SLQ Develop, implement, monitor and report on outcomes based plan for Indigenous and ASSI groups to capture and record their stories
EC-PROGs
CSL/HCC/ DLL
2015
Review annually
Implement Plan for Indigenous groups
EC-PROGs
CSL / CSA
2013
Review annually
Monitor and Review and report on plan for Indigenous groups
EC-PROGs
CSL / CSA
2013
Review annually
3.8 Plan, implement and evaluate programs and services centred around Heritage Collection resources
Investigate, plan, implement and evaluate programs to encourage community participation in the development of the Heritage Collection and documentation of regional heritage
EC-PROGs/EC- SCS
HCC
2013
Review annually
Operational Heritage and history groups
SLQ
Investigate, plan and implement (Heritage) themed workshops and user education programs to encourage community participation, learning, skill building and knowledge
EC-PROGs
HCC
2014
Review annually
Engage in collaborative partnerships to showcase and share regional heritage
EC-PROGs
HCC
2013
Review annually
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 16
Key Strategy Action Key Tasks Responsibility Timeframe Budget Key stakeholders
Investigate, schedule and deliver programs and services based on current Cultural Heritage trends, methodologies and technologies
EC-PROGs
HCC
2013
Review annually
3.9 Plan, implement and evaluate Corporate Library service
Identify needs of Corporate Library clients
EC-SC
ISL
2014 Operational
Internal clients
Identify most effective delivery mechanisms to meet the needs of Corporate Library clients
EC-SC
ISL
2014
Develop a Corporate Library Service Plan
EC-SC
ISL
2014
Seek Council support for Corporate Library Service Plan
EC-SC
ISL
2014
Implement Corporate Library Service Plan
EC-SC
ISL
2015
Monitor and Review and report on Corporate Library Service Plan
EC-SC
ISL
Review quarterly
3.10 Plan and implement effective reference, information and reader services program
Evaluate and investigate ways for staff to improve their knowledge to support readers advisory program and information services
EC-OPs
ISL
2014
Review annually
Operational
Community
Implement staff training ISL 2014
Review annually
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 17
Key Strategy Action Key Tasks Responsibility Timeframe Budget Key stakeholders
Raise customer awareness of current available resources, e.g. displays, posters, brochures, staff knowledge and online resources
EC-OPs
ISL
2014
Review annually
Review statistics on resources used and implement improvements EC-OPs
ISL
2014
Review annually
3.11 Ensure consistency and quality of front line customer and information service
Identify inconsistencies and gaps in quality and ways to address these (e.g. staffing, communication, staff training, knowledge of policies and procedures, staff experience of different libraries)
EC-OPs 2014
Operational Learning & Development/ HR
Community
Identify opportunities for improvement from customer feedback and staff suggestions
EC-OPs
2014
Review quarterly
Ensure formal staff training for casual staff is included in the Learning Plan EC-OPs
ISL
2013
Review annually
Develop a service-wide working group to ensure consistency and quality of front line customer and information service
EC-OPs
2013
Monitor and review service quality and consistency (e.g. Mystery shopper)
EC-OPs Review quarterly Operational
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 18
Key Strategy Action Key Tasks Responsibility Timeframe Budget Key stakeholders
4. Demonstrate value and return on investment through effective internal and external marketing
4.1 Develop an integrated marketing plan and implementation strategy
Identify resources and mechanisms to develop marketing plan
EC-PROGs 2013
Corporate Communications
External media agencies
Library staff
Develop and implement marketing plan
EC-PROGs
MCL
2013
Monitor and review marketing plan EC-PROGs 2013
Review annually
Develop strategies to effectively market and communicate library services across the region in partnership with local networks and wider public library networks
EC-PROGs
MCL
2013
Review annually
4.2 Advocate library value to community and local and state funding bodies
Identify how we add value and promote key messages to community MCL 2014 Operational SLQ
ALIA
Council
QPLA
LGAQ
Identify specific stakeholders and most effective mediums for advocacy (e.g. Council, decision makers, SLQ, State / Federal Government)
MCL 2014
Review annually
Implement advocacy strategies MCL 2014
Review annually
Operational
Review outcomes of advocacy MCL 2015
Review annually
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 19
Key Strategy Action Key Tasks Responsibility Timeframe Budget Key stakeholders
Combine projects with other Council Departments (e.g. YPS and Community Development Officer and Council Open Days)
MCL 2013
Review annually
5. Collect, share and celebrate our community’s story
Collect, share and celebrate our community’s story (cont’d)
5.1 Collect, describe and maintain regional heritage
Identify gaps in the library's heritage collection
HC 2013
Review annually
Operational Community
Seek to fill gaps through active collection of regional heritage
HC 2013
Review annually
Ensure items in the heritage collection are described effectively to facilitate access and availability
EC-SC
HC
2013
Review annually
Investigate, implement and evaluate oral history / digital stories project
EC-SC
HC
2013
Review annually
5.2 Preserve, interpret and maintain regional heritage
Preserve, conserve and maintain items in accordance with established heritage guidelines
HC 2013
Review annually
Operational John Oxley Library
Investigate, implement and evaluate further opportunities for digitisation
EC-SC
HC
2013
Review annually
5.3 Showcase and share regional heritage
Identify opportunities to showcase regional heritage
HC 2013
Review annually
Partners as identified
Corporate
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 20
Key Strategy Action Key Tasks Responsibility Timeframe Budget Key stakeholders
Communications Heritage and history groups
Identify alternate methods of showcasing regional heritage (e.g. online)
EC-SC
HC
2013
Review annually
Corporate Communications
Heritage and history groups
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 21
Outcome 2: A culture of learning and customer focus Supports Corporate Plan Objective 7: To pursue excellence as an organization which embraces exceptional customer service, values its staff and promotes ethical standards of practice supported by clear policies and strategies responsive to the needs of the community.
In particular supports the following Corporate Plan strategies: 7.1; 7.3; 7.4; 7.5; 7.8; 7.9;
Key Strategy Actions Key Tasks Responsibility Timeframe Budget Key
stakeholders
6. Foster a culture of learning and development of our people – staff and volunteers
6.1 Ensure relevant competencies and skills
Update and revise skills audit and evaluate usefulness of current skills audit
MCL 2014
2016
Operational Learning & Development
SLQ
ALIA
Identify competencies required into the future to meet strategic outcomes
MCL 2014
2016
Identify gaps in competencies and learning and core / specialised competencies required (learning needs analysis)
MCL 2014
2017
6.2 Develop, implement and evaluate a Learning Plan
Develop a learning plan based on learning needs analysis
MCL 2014
Operational Learning & Development
SLQ
Training providers
Implement and monitor learning plan MCL 2014
Review annually
6.3 Identify and provide appropriate learning and knowledge sharing opportunities (informal & external)
Identify and provide equitable opportunities (e.g. conferences, forums, webinars)
MCL Review annually
Operational
SLQ
ALIA
QPLA Identify and deliver appropriate sharing methods (e.g.
MCL Review
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 22
Key Strategy Actions Key Tasks Responsibility Timeframe Budget Key
stakeholders
Foster a culture of learning and development of our people – staff and volunteers
(cont’d)
email, staff meetings, webinars, videos) annually
6.4 Develop and analyse flexible, digital training delivery methods for staff and volunteers
Identify and evaluate delivery methods available and relevance to identified target groups
MCL
EC-SC
2014 Operational
Grant funding?
Learning & Development
IT
SLQ
Implement flexible delivery mechanisms to meet needs of target groups
MCL
EC-SC
2014
Review annually
Evaluate outcomes of use of alternate delivery mechanisms
MCL
EC-SC
Review annually
6.5 Support and encourage staff in further education and learning.
Ensure that staff are provided with equal opportunity to participate in relevant professional development
MCL Review annually
Operational
Learning & Development / HR
Encourage staff to identify suitable external training opportunities
MCL
Ensure staff are aware of self-education scheme through MRC Human Resources
MCL
7. Ensure effective service-wide focus and supportive team environment
7.1 Foster a culture of excellent customer service
Identify and promote core elements of excellent customer service with all staff and volunteers
EC-OPs 2013
Review annually
Operational
Monitor performance and identify opportunities to improve customer service
EC-OPs Review annually
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 23
Key Strategy Actions Key Tasks Responsibility Timeframe Budget Key
stakeholders
Ensure effective service-wide focus and supportive team environment (cont’d)
Ensure customer service training included in the Learning Plan
EC-OPs Review annually
7.2 Ensure staff are focused on common goals across the service
Conduct regular review of strategic, operational and work plans and align to Library strategic outcomes
MCL Review annually
Operational
Maximise opportunities for increased staff awareness / exposure to other areas of operation (e.g. Investigate rostering staff at different branches)
EC-OPs 2014
Review annually
7.3 Review current staff communication strategies and investigate new/alternative strategies
Promote a culture that encourages staff feedback MCL Review
annually Operational
Library staff
FOML
Review effectiveness of existing communication methods in consultation with all staff and volunteers
MCL 2014
Operational
Identify and implement opportunities for improved communication
MCL 2014
Operational
Monitor and review effectiveness of staff communication and outcomes of improvements implemented
MCL Review annually
Operational
7.4 Provide a structure that enables strategy
Implement 2013 structure MCL 2013 Operational HR
Monitor and review structure MCL 2015
2017
Adjust structure as required to enable strategy and MCL Review Operational
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 24
Key Strategy Actions Key Tasks Responsibility Timeframe Budget Key
stakeholders
Ensure effective service-wide focus and supportive team environment (cont’d)
maximize organizational effectiveness annually
7.5 Ensure clarity of roles and authorities
Update position descriptions MCL 2013
Review annually
l
Operational
HR
Ensure all staff are aware of their work role
MCL
Ensure clarity of levels of authority MCL
7.6 Facilitate effective change management
Identify key changes and impact on staff MCL 2013
Review annually
Operational
HR
Consult with staff about implementation of changes and develop mechanism to ensure transparency of information through effective communication
MCL
Monitor information flow and feedback
MCL
7.7 Investigate and implement an appropriate Volunteer strategy
Develop an integrated Volunteer Strategy in accordance with Corporate Volunteer policy and relevant service areas
MCL 2015 Operational
Volunteers
FOML
HR
Implement and monitor the Volunteer Strategy MCL 2015
Review annually
Volunteers
FOML
Partner/collaborate with FOML MCL Review annually
FOML
7.8 Foster an inclusive and supportive working environment
Extend and enhance rewards and recognition programMCL / DCS 2014
Review annually
Operational
HR
Identify, implement and monitor formal and informal MCL
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 25
Key Strategy Actions Key Tasks Responsibility Timeframe Budget Key
stakeholders
team building activities and opportunities
Celebrate milestones MCL
Refer staff to corporate resources for assistance as required (eg HR Employee Assistance Program)
MCL
Maintain effective branch and full staff meetings MCL
Develop and implement staff satisfaction surveys
MCL
8. Recruit, retain and develop our people and manage performance effectively
8.1 Develop and implement a Workforce Plan
Identify forward staffing needs (numbers, levels, mix of permanent, PPT, casual etc) taking into account impacts of new facilities and impact of technologies such as RFID
MCL
EC-OPs
2014
2017
Operational HR
Finance
Develop and implement Workforce PlanMCL 2014
2017
Monitor and adjust Workforce Plan as required MCL Review
annually Operational HR
Finance
8.2 Recruit customer focused and innovative people in accordance with competencies required of positions
Identify competencies and attributes required for people to be recruited
MCL Review as required
Operational HR
Ensure position description is an accurate reflection of position available
MCL
Recruit in accordance with Council’s HR procedures MCL
Promote Library service as a career path MCL
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 26
Key Strategy Actions Key Tasks Responsibility Timeframe Budget Key
stakeholders
Recruit, retain and develop our people and manage performance effectively (cont’d)
8.3 Retain customer focused and innovative staff
Identify what staff and volunteers feel is important (such as flexible work arrangements )
MCL Review annually
Operational HR
Attraction & Retention Committee
Initiate relevant changes identified, where possible
MCL
8.4 Implement effective succession planning
Identify roles and staff to participate in succession planning process
MCL Review annually
Operational HR
Implement relevant training and development to address gaps
MCL
8.5 Actively promote and implement opportunities to support staff development
Identify opportunities for development in consultation with staff
MCL Review annually
Operational HR
Implement and monitor strategies as identified (such as rostering, work shadowing for casual staff, exchange opportunities)
MCL
8.6 Foster excellent performance through effective management and development of our people
Comply with Council’s Performance Management Strategy and guidelines
MCL Review annually
Operational HR
ALIA
LGAQ
Undertake formal and informal feedback sessions with staff and volunteers to enhance performance and development
MCL
Ensure identified development / training needs are incorporated in the Learning Plan MCL
Facilitate formal and informal mentoring and coaching MCL
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 27
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 28
Outcome 3: Accessible, sustainable and consistent systems Supports Corporate Plan Objective 1 and 7:
In particular supports the following Corporate Plan strategies: 1.4; 1.7; 7.6; 7.7; 7.9; 7.14
Key Strategy Action Key Tasks Responsibility Timeframe Budget Key
stakeholders
9. Explore, implement, evaluate and maintain emerging and existing technologies
9.1 Keep abreast of and respond to emerging technologies
Subscribe to relevant mailing lists, newsletters, journals and blogs
All staff Review as required
Operational
Identify and attend relevant conferences and forums
Participate in and observe online forums
Analyse relevance of identified emerging technology to our organisation
9.2 Investigate and implement technology. which improves services and outcomes for customers and staff
Investigate and implement optimal Mobile Library connectivity
EC-SC
EC-OPS
ML Coord
2013 Operational IS
AIT
Investigate and resolve Walkerston library connection problems
EC-SC
EC-OPS
WL Coord
2013 Operational IS
Implement RFID technology across all branches EC-SC
2013
2014
2015
Operational
IS
AIT
FE Technologies
Investigate and implement new technologies to collect relevant data on programs and services EC-SC
EC-OPS
ISL
2014
Review annually
Operational
Grant funding
IS
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 29
Key Strategy Action Key Tasks Responsibility Timeframe Budget Key
stakeholders
Explore, implement, maintain and evaluate emerging and existing technologies
(cont’d)
Explore, implement, maintain and
Investigate the use of iPads and other mobile devices being utilised in comparable library services
EC-SC
ISL
2014 Operational
Grant funding
IS
Best practice libraries
Ensure Mackay Regional Council Libraries are considered as a digital hub in the City Heart as part of the National Broadband Network (NBN)
MCL 2014 Operational
Grant funding
IT
Government
Undertake review of public computing access, including a stocktake of equipment, Wi-Fi, data and power requirements
EC-SC
ISL
2014 Operational
IS
9.3 Maintain and monitor existing Library Management System, technology and communications
Ensure effective operation and maintenance of LMS, RFID, and associated technologies
EC-SC Review annually
Operational
IS
AIT
9.4 Undertake review of Managed Service Library Management System
Identify needs/benefits and develop core specifications for implementing a Managed service for LMS
EC-SC
2014 Operational
IS
AIT
Prepare and present business case to Council
EC-SC
2014 Operational
IS
Best practice libraries
9.5 Ensure diversity of electronic and online resources
Identify electronic and online resources available
EC-SC
CSC
2014
Review annually
Operational Best practice libraries
Suppliers
IS
AIT Analyse the practicality and relevance of resources in accordance with community needs
EC-SC
CSC
Review annually
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 30
Key Strategy Action Key Tasks Responsibility Timeframe Budget Key
stakeholders
evaluate emerging and existing technologies
(cont’d)
Ensure technology is compatible with electronic and online resources
EC-SC
Review annually
9.6 Investigate and plan for refurbishment and implementation of RFID at Mirani, Mobile Library, Walkerston and the proposed Northern Beaches (2015)
Plan, implement, monitor and review RFID plan for Mirani, Mobile Library, Walkerston and the proposed Northern Beaches
EC-SC
EC-OPs
2013
2014
2015
Operational
Operational
Grant funds?
Branch staff
Property Services
Suppliers
Develop a Comms/IT plan for the proposed Northern Beaches Library EC-SC
EC-OPs
2014
2015
Operational IS
10. Foster a culture of continuous improvement and innovation
10.1 Strengthen existing relationship with Council’s IT department
Develop and implement a formalized communication plan with IS EC-SC 2013
Operational
IS
Library staff
Monitor and review communication plan
EC-SC 2014
Review bi-annually
10.2 Investigate the feasibility of flexible delivery of training for staff and customers such as online tutorials
Analyse needs for flexible delivery of training for staff and customers
EC-PROGs
EC-SC
DLL /ISL/CSL
2015 Operational
Best practice libraries
HR Investigate options for flexible delivery of training for staff and customers EC-PROGs
EC-SC
DLL /ISL/CSL
2015
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 31
Key Strategy Action Key Tasks Responsibility Timeframe Budget Key
stakeholders
Foster a culture of continuous improvement and innovation
(cont’d)
Implement a strategy for flexible delivery of training for staff and customers EC-PROGs
EC-SC
LOL/ISL/CSL
2016 Operational
Grant funding
Staff and volunteers
Community
Review and evaluate feedback from staff and customers
EC-PROGs
DLL/ISL/CSL
2017
Review annually
Staff
10.3 Evaluate and report on use of existing online and text based resources and services
Collect, collate and analyse usage data for electronic and print resources EC-SC
ISL
2013
Review monthly
Operational
IS
AIT
Implement, monitor and review collectionHQ EC-SC 2013
2014
2015
SLQ Book Grant
IS
10.4 Analyse, evaluate and streamline workflows, policies, procedures
Identify workflow policies and procedures to be reviewed
ECs 2013
Review annually
Operational
Business Improvement Group
Service Review Committee
Evaluate effectiveness of procedures and policies in streamlining workflows and processes
ECs
Implement and monitor recommended improvements ECs
10.5 Develop skill-sharing opportunities for new and emerging technologies through both formal and informal professional development
Ensure time is rostered for Research & Development MCL Review quarterly
Operational
IS
External training providers Provide time and opportunities for staff to skill-share
at regular full staff meetings MCL
Encourage staff to share skills and knowledge through ECs
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 32
Key Strategy Action Key Tasks Responsibility Timeframe Budget Key
stakeholders
individual or small group sessions ISL
Outcome 4: Accountable, transparent, sustainable financial management and governance Supports Corporate Plan Objective 5 and 7:
In particular supports the following Corporate Plan strategies: 1.7; 5.2; 5.6; 5.8; 7.11; 7.15; 7.17; 7.18; 7.19; 7.20; 7.21
Key Strategy Action Key Tasks Responsibility Timeframe Budget Key
stakeholders
11. Ensure effective and accountable financial management
11.1 Provide input into long term financial plan and prepare, manage, monitor and report on library budgets to meet MCC framework and expectations
Identify budget needs MCL Annually Operational Library staff
Prepare and submit budgets for approval MCL Annually DCS
SPLT
Finance
Ensure appropriate mechanisms in place for the effective management of Library Budgets (capital and operational)
MCL Annually
Maintain, manage and report on budgets MCL Quarterly
Annually
Ensure effective cash management EC-OPs Review annually
Provide input into long term financial plan MCL Annually
11.2 Manage, monitor and report on Book vote and Library Grants
Ensure appropriate mechanisms in place for the effective management of book vote and grant funding
EC-SC
Review annually
Operational Finance
SLQ
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 33
Key Strategy Action Key Tasks Responsibility Timeframe Budget Key
stakeholders
Maintain, manage and report on Book Vote and Library Grants
EC-SC Quarterly
Annually
MRC Grant Officer
Report and acquit grant funding in accordance with SLQ requirement s
EC-SC Annually or as per Grant reporting requirement
11.3 Maximise revenue
Review fees and charges MCL Annually
Identify and pursue relevant grants available MCL
ECs
Review as required
Optimise innovative revenue and alternate funding opportunities where appropriate
MCL
ECs
Review as required
Identify and pursue relevant sponsorship opportunities
MCL ECs Review as required
12. Actively comply with relevant policy, legislation and reporting requirements.
12.1 Report as required to Library staff, Council other agencies
Ensure Council reporting is timely and accurate and meets identified specifications
MCL
EC-OPs
Review as required
Operational WHS
SLQ
Finance
Ensure reporting to SLQ and other agencies timely and accurate and meets identified specifications
MCL Annually
Evaluate and report on Library Service performance to inform service planning and budget needs
MCL Quarterly
12.2 Ensure compliance Identify legislative / policy requirements and inform staff
MCL Review as required
Operational Legal
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 34
Key Strategy Action Key Tasks Responsibility Timeframe Budget Key
stakeholders
Actively comply with relevant policy, legislation and reporting requirements. (cont’d)
with relevant legislation and Council policy Embed requirements in Library policies or procedure manuals
MCL
ECs
Inform staff of relevant changes and developments MLS
12.3 Manage risk effectively Develop a high level of risk management awareness
LLT Review monthly
Operational Enterprise risk management
WHS Ensure staff are aware of enterprise risk management requirements and are actively complying with requirements
LLT
Identify, report and manage risk in accordance with identified MCC Enterprise risk management processes
LLT
13. Ensure effective asset management for buildings and plant and whole of life management of collections
13.1 Develop and implement effective whole of life Collection Asset Management
Review and refine procurement process
MCL
EC-SC
Annually Operational External suppliers
Local Buys
Ensure best practice selection and ordering processes
MCL
EC-SC
Review annually
Operational External suppliers
Best practice
Local Buys
Review and update Collection Development Statement and Collection Plan
EC-SC Annually Operational Best practice
Investigate and implement new collection management and reporting tools
EC-SC 2014
Review annually
Operational Best practice
External suppliers
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 35
Key Strategy Action Key Tasks Responsibility Timeframe Budget Key
stakeholders
Ensure effective asset management for buildings and plant and whole of life management of collections
(cont’d)
13.2 Ensure buildings, plant and facilities and equipment are maintained to identified levels
Identify maintenance specifications for plant and facilities and equipment, and relevant maintenance strategies 9internal and external)
EC-OPs 2013
Review annually
Operational Property Services
External suppliers
Partner with relevant MRC staff to ensure buildings and grounds and plant are maintained to identified specifications
EC-OPs
Liaise with relevant suppliers and contractors to maintain other assets according to identified specifications
EC-OPs
Liaise with relevant suppliers and contractors to maintain other assets according to identified specifications
EC-OPs
14. Plan effectively at a strategic and operational level
14.1 Develop, monitor and review Strategic Plan, Operational Plan, and Service Area Action Plans and Project Plans
Ensure planning accords with Council’s Corporate Plan outcomes and strategies
MCL
2014
2017
Develop Strategic PlanMCL 2013
2017
Develop Operational Plan MCL Annually
Develop Annual Work Plans at Unit level MCL Annually
Monitor and review all plans MCL Annually
Quarterly
Monthly for Unit Plans
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 36
Key Strategy Action Key Tasks Responsibility Timeframe Budget Key
stakeholders
Ensure Project Plans are developed for identified projects
MCL Review as required
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 37
Appendix 1 - Legend
Abbreviation Title
MLS Manager Community Lifestyle
DCS Director, Community and Client Services
EC-Ops Executive Coordinator, Library Operations
EC-PROGs Executive Coordinator, Library Programs
EC-SC Executive Coordinator, Library Systems & Collections
LLT Library Leadership Team
SPLT Strategy Leadership and Performance Team
ISL Information Services Librarian
YPSL Young People's Services Librarian/s
YAL Young Adult Librarian
DLL Digital Literacy Librarian
CSL Community Services Librarian
HCC Heritage Services Coordinator/s
CSA Library Assistant - Cultural Services
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 38
Appendix 2: Review of 2009 - 2013 Strategic Plan
What we did well over the past 5 years What we would have liked to have done better
Collection analysis
Partnerships
RFID implementation
Amalgamation / embraced change
Team and morale building / staff retention
Revamped library spaces
Raised profile of library through marketing and promotion
Introduction of e-resources
Agreement to build NB library
Training of casuals
Provision of multi-media for content creation
Better program delivery space at all branches
Evaluation and review
Communication to all staff
Planning at the strategic level and focus on common outcomes
Additional smaller mobile library
Get Agreement for joint use library
More active innovative Friends
FOML Friends of Mackay Libraries
IS Information Services
AIT Aurora Information Technology
ALIA Australian Library & Information Association
SLQ SLQ of Queensland
QPLA Queensland Public Libraries Association
LGAQ Local Government Association of Queensland
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 39
Increased community involvement
Increased use of heritage collections
Delivery of classes and programs with a more strategic focus
State-wide recognition of services
Successful justification of Mobile Library
Mobile Library refurbishment
Innovative use of technology
Response to customer feedback and demand
Maintained high levels of customer service with diminished resources
More productive partnership with IT and other Council departments
Use of social media (and independent control)
Better balance print and digital collections
Increased technology training for staff and community
Increased partnerships in the community
More equity in delivery of programs across region
Better maintenance / appearance of stock
More community engagement outside the walls of the library
Increased training for heritage collections
Cataloguing heritage donations
Improved signposting at City Library
More consistent service delivery across branches
Appendix 3: SWOT
Strengths Weaknesses
Staff knowledge , experience and diversity
Great facilities
Collection (appearance, analysis, responsive)
Not Just a Library
Focus on continuous improvement
Pro-active programs
Increased Council awareness
Customer focus
Limited $$$$ (budget constraints impact on physical resources and spaces and staff training and availability – demand / expectations exceed resources)
Corporate constraints (social media, website, promotion, IT etc)
Getting the right balance in communication
Lack of resources to undertake effective benchmarking
Gaining evidence of positive feedback re delivery of services
Limited opportunities for networking /training in-house
Difficulties getting to the unconverted (time poor, shift workers etc)
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 40
Industry recognition
Value –added services (e.g. JP etc)
Community support and expectation
Strategic planning underway
Good customer feedback / support
Councillors’ support
Staff appreciation of Friends of Mackay Libraries
Limited perceptions of the library in the community
Distance and isolation from decision makers
Limited number of staff in terms of service delivery
Under-resourced as per SLQ Librarian staffing guidelines per capita
Too many procedures
Opportunities Threats
Create our own content- learn and teach skills
Harness technology for training staff and community
Investigate mechanisms for instant / quick surveys and feedback
Delivering in more ways and more places
Increased diverse population
New structure
Greater demand, expectations for innovation
Great return on investment – awareness of value translating into funding
Partnerships (coal, local business, State Gov’t, NBN, Council)
Engagement with community for change
New management
NBN
Employ benchmarking to justify more autonomy in online
New management
Lack of appropriate succession planning
Decreased funding and support (external and internal)
Lack of focus
Increased community expectation
Reduction in volunteers
Lack of acceptance of new structure
Restrictions imposed by other Council departments
Rapidly changing social trends and lifestyle
Difficulty in meeting diverse community needs
Balancing print and electronic delivery – e-lending, publishing
industry impacts
Ease of access of services from home impacting on reduce library visits
Staff unpreparedness to handle new technology trends and community
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 41
presence
Allow staff to use/employ online training – e.g. videos on procedures followed by Q&A
Partnership with Friends of Mackay Libraries
Ease of access of services from home impacting on reduce library visits
expectations of staff knowledge/expertise
Community expectation of staff accountability in provision of assistance with personal information and devices
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 42
Appendix 4: Trends impacting on planning
Mobile technology
Increased older population
Low level literacy
Social media
Increase in electronic resources
Systems changes and pace of change
Skills shortages
Legislative changes
‘Just in time’ information access
Expectations of different cultures
Ageing staff in libraries
Social divide and two-speed economy
Transient population
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 43
Appendix 5: Our vision of success in 2017
Growth in use of library services and participation in programs
A second Mobile Library
Relevant services to meet needs of our Culturally and Linguistically Diverse (CALD) community
High level awareness and use of all formats
Lifestyle learning programs for everyone
Learning centres in each library branch (digital hubs, e.g. The Edge)
RFID rolled out successfully
Welcoming accessible libraries and meeting and engagement spaces and places to grow social capital
75% of population are members
Library social media going off
New library structure embedded and working well
Effective strategic planning
Integrated library service focused on common outcomes
NBN Regional Hub at MCL
New Library at Northern Beaches and planning in place for Ooralea
Relevant learning program across the region well attended (BB and storytime at all branches)
New City Library (technology hub/ specific spaces
Community Hub / Meeting spaces / auditorium
iPads and tablets used in everyday activities
Huge mobile YPS team
Preservation and conservation skills gained and implemented and shared with the community
Staff satisfied and confident in their jobs and staff growth opportunities
Staff work and home life balance
Community and staff acceptance of changes in small libraries
Open to new ideas and staff personal growth
All local newspapers are digitised and searchable
Collection balance 50/50
e-resources predominant (No DRM and full access to ebooks)
Collaborative spaces both online and in the library
More computers
More space for young adults
Attract more diverse members of the Friends of Mackay Libraries
Libraries are hubs of the communities
Staff easily able to adapt to changes,
Grow and learn with the community
Strong customer service focus
Keeping abreast of and embracing technology
More education and training for staff
New, exciting and engaged Young People’s activities
Share knowledge, learning and experience within the community
Develop community opportunities
Corporate Library in place (physical / online and resourced with a skilled staff member
Extension of library into the community – local as well as broader concepts, ideas and events
Mackay Regional Council Libraries 2013 – 2017 Strategic Plan 44
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