Current service performance

Baseline assessment
How does the service meet user expectations?

PLUS Survey results 2006

The latest Public Library User Survey results show that 94.7% of respondents were satisfied with library services overall – 1% above the national standard (PLSS 7), and a 3% improvement on the previous survey’s results.

In addition, the service scored very well on two further satisfaction points, which impact on the score for BV 118. 91% of those users successfully found a book to borrow, and 81% successfully found the information they were looking for. Both results are in the top quartile for both Metropolitan districts and Greater Manchester authorities.

However, survey results show lower satisfaction rates with computer facilities – an issue which is tackled in the service’s action plan.

General residents survey 2006

The Council undertook a MORI poll of residents in 2006. The result informs a key performance indicator for libraries – BV119b (Satisfaction with libraries). The 2006 score was 64% - a small increase of 1% on the 2003 score, in a climate when most public services are experiencing declining satisfaction rates.
In addition, the survey showed a corresponding increase in those who stated they have used libraries in the past 6 months – 50% compared to 46% in 2003.

Current service performance

Appendix A lists the service’s current performance against national, corporate and local indicators. As noted in 1.1.3 ‘’Strong and Prosperous Communities’, a new performance framework for libraries is due to be implemented from April 2008 – this is currently under development.

CPA
The service currently meets 8 out of 10 Public Library Service Standards. Those we don’t meet are:

• PLSS 6 – visits to libraries per 1,000 population
• PLSS 8 – satisfaction (under 16s)

In addition to the service standards, four additional indicators are included for libraries in the CPA culture block, plus a Best Value indicator (BV119b) on resident satisfaction with libraries. The service meets at least the lower thresholds for all except C13 Cost per Visit.

The Council scored 3 stars in its 2006 CPA assessment – "Performing well – consistently above minimum requirements". The Culture Block of the service assessments scored 2 stars – "Adequate performance – only at minimum requirements". However, libraries scored very highly within the Culture Block – 7 indicators were above the upper threshold, 6 between the threshold and 1 (Cost per visit) below the threshold.

Best Value Performance Indicators

The service must also report nationally against BV118a-c, the results of which are taken from the thrice-yearly Adult PLUS survey. BV118 measures satisfaction with finding books and information, and overall services. Rochdale libraries perform highly for all three parts.

BV220 is a composite indicator which collates performance against each of the PLSS.

Public Library Impact Measures

A suite of twelve national Impact Measures is currently under development by the MLA/DCMS. Although no targets have been set nationally, the service is working locally to improve performance against each and has assessed performance in relation to neighbouring Greater Manchester authorities. The Impact Measures are designed to assess libraries’ impact against key government priorities – improving the economy, improving quality of life, raising standards across schools, and safer and stronger communities.

Key achievements and outcomes 06/07
Key achievements for the service over the past year are listed below:

• Successful co-location of Castleton Library with the local Community Centre.
• Two further co-locations in progress.
  Refurbishment of Littleborough Library.
  Excellent PLUS survey results – 95% customer satisfaction, exceeding the Public Library Service Standard and placing Rochdale in the top quartile.
• Service contribution to Aiming High/Pride of Place reviewed – contribution accepted to Jobs & Prosperity, Health and Children and Young People.
• Vacant management team posts filled – Performance & Development Manager, E-Learning & Information Manager, Area Librarian (Rochdale & Pennines).
• New vision & service objectives set.
• New partnership with the PCT under development – ‘Bibliotherapy’ Books on prescription scheme.

How does the service compare?
The service participates in a number of benchmarking activities to inform performance improvement and future planning. Currently, the service is a member of the AGMA (Association of Greater Manchester Authorities) public libraries benchmarking group, and IPF (Institute of Public Finance) benchmarking groups.
Recent benchmarking exercises show that:

• The service is in the top quartile for all England authorities, all Metropolitan districts, and all Greater Manchester authorities, for the key library customer satisfaction indicators BV 118 and PLSS 7.
• The service has one of the highest membership rates across Greater Manchester.
• Performance for PLSS 5iii Requests supplied within 30 days is in the top quartile for both Metropolitan authorities and AGMA.
• The service only just meets the Public Library Service Standard for Number of Electronic Workstations (PLSS 4) – the service is working to ensure current performance can be maintained.
• The service has the highest Cost per Visit (C13) for Greater Manchester Authorities, and the lowest Visits per 1,000 Population (PLSS 6) – an issue which the service is working towards.
• The service is working to improve performance in several of the Public Library Impact Measures – particularly for the Bookstart scheme and Summer Reading Challenge.