TRC endorses strategic Library service review

Toowoomba Regional Council (TRC) today (October 19, 2021) endorsed advancing an Implementation Plan to ensure the Region’s library services meet changing community needs into the future.

TRC Library and Cultural Services portfolio leader Cr Tim McMahon said the Implementation Plan for Sharing our Story – TRLibraries in 2021 and Beyond would guide the strategic vision for Council’s 11 library branches and the mobile library.

Cr McMahon said findings from the Library Service Review, that was conducted earlier this year, had informed the development of the Implementation Plan.

“Council is grateful to the 1,170 residents who completed our Customer Service Quality survey and the attendees at our four focus group sessions,” Cr McMahon said.

“Survey feedback showed respondents gave library staff a 92% satisfaction rating, while opening hours and the composition of library collections were highlighted for most attention.

“We know our residents value their library services and regard their respective libraries as important social and cultural hubs in their communities.

“Council’s Operational Plan 2020-21 recognised the need to conduct a wide review of our library services. While Council has a plan that guides the upgrade and development of our library buildings and facilities, we do not have a strategic document that covers the provision of future services and programs at these sites.

“While there are many positives associated with our library service, Council’s goal is to deliver a service and library programs that are relevant to our respective communities.

“The Implementation Plan consists of four key areas for considering and driving our future library services. These include specific actions to guide the transformation, sustainability, performance and the creation of a legacy for future generations of library users.

“Council will continue work in these key areas to address overall service improvement.

“The four key service areas will help Council determine what suits our community across different demographics.

“Our library users have a wide array of interests and we need to assess different demands and whether there are other services or programs which better suit our patrons at different locations.

“The resumption of some of our popular and best supported programs and services, such as the Home Library Service, Great Book Swap, Story-time and the Tech Savvy for Seniors programs, highlights how Council is responding to community expectations.

“We will continue to expand our public activities throughout the rest of the year, alongside introducing new and different programs and services in 2022.

“Council also is reviewing staffing requirements to match service levels to the most popular times for community access.

“We also will continue to develop our popular digital service offerings. We know demand for this service across different age categories will continue to rise.

“The plan also allows us to respond to future service demands that will evolve over time.”

The resolution was adopted at Council’s October Ordinary Meeting.