Activity Group: People classified as customer services. The customer service activity will continue to contribute toward a share of the costs of the Picton presence and that is reflected in the budget. Levels of Service 2018-28: Library Services Performance Targets (for the financial year) Level of Service Indicator Baseline 2018-19 2019-20 2020-21 2021-28 An overall level of service that Resident satisfaction with this service as meets or exceeds residents’ measured by survey, where 10 = “service 7.6 7.6 7.6 7.6 7.6 expectations. delivered extremely well”. Average age of resources 8 years or less 8 years or less 8 years or less 8 years or less 8 years or less A range of current resources supporting the tastes, Frequency of items being taken out (turnover interests and reading levels of rate). 4 times per year 4 times per year 4 times per year 4 times per year 4 times per year users is provided Number of overdue items not returned 28 days 130 items <130 items <130 items <130 items <130 items after due date A range of programmes or Evaluate the satisfaction of courses and training opportunities that programmes offered by the libraries by survey, >4 >4 >4 >4 >4 meet or exceed customers’ where 1=Unsatisfactory , 3= Good and expectations 5 = Excellent Access to information Number of e-book and e-audio loaned 10,934 10% increase 10% increase 10% increase 10% increase electronically on baseline on baseline on baseline on baseline 2018-2028 Long Term Plan Page 48