1. Delivery Services All Director’s Meeting Thursday, March 19, 2015 DeForest

2. Survey O Conducted from February 16 through March 10 O 144 Responses O Our goals: O Maximize total responses O Quick and user friendly O Help identify our opportunities O Provide an avenue for candid responses by utilizing “anonymity”

3. Survey O We did receive some very valuable constructive feedback. O This limited us: With the anonymity function, we are unable to respond to any specific problems. O However, we are committed to fixing problems that can and do arise. O Please contact us: O 608-266-4695 O cbaumann@sclsdelivery.info

4. Survey Opportunities: O Website O Special Request Service O Material Handling O CDs O Driver Familiarity

5. Survey (Opportunities) O The Delivery website could provide more information regarding service changes (weather, holiday schedules) O 64% Agreed or Strongly Agreed

6. Survey (Opportunities) O Delivery could provide more services to help libraries enhance value. O 46% Agreed or Strongly Agreed

7. Survey (Opportunities) O It is clear what SCLS Delivery offers in terms of Special Requests O 33% Disagreed or Strongly Disagreed

8. Survey (Opportunities) O Delivery's Special Request service is easy to find O 19% Disagreed or Strongly Disagreed

9. Survey (Opportunities) O Improved Handling of: Desired by: O CDs10% O DVDs8.5% O Oversized Items 7% O Magazines5.5% O Paperbacks 3% O Audio Books and Hardcovers<3%

10. Survey (Opportunities) O Delivery route personnel are known to us and/or easily identifiable O 18% Disagreed or Strongly Disagreed

11. Survey Noted Strengths: O Overall Quality100% O Cost Effectiveness100% O Time it takes to answer phone100% O Obtaining supplies by request (Post-Its, etc)100% O Responds to inquiries quickly100% O Vehicles are operated in a safe manner100% O Drivers are courteous and helpful 99% O Prioritizes Safety 99% O Timeliness 99% O Problem Solving Ability 99%

12. Survey Noted Strengths: O Protects library materials during handling98.5% O Delivery staff acknowledges receiving email98.5% O Vehicles are well-maintained/clean98.5% O Delivery Management staff courteous/helpful98.5% O Assigned Time to a Library98.5% O Moves materials with care inside library98.5% O Effectively Solves Problems Promptly 98% O Finding the right contact for my problem 95% O Website is a valuable resource for info I need93.5%

13. Survey A special note of thanks. O Written notes in the comment sections provided tremendous depth to why questions were answered they way they were (including the NA) O Positive comments will be shared with the staff on our daily display board:

14. Volume O 2014 System Volume:12,334,000 O Down 3.5% O Since 2010, the average annual decline for those 4 years has been 2.0% O Removing Portage County equated to a 4.8% volume reduction O 15 of 64 stops had a greater than 10% reduction in volume

15. Volume O Outside of SCLS: O 4y UW System schools (not Madison) +7.3% O Tech Colleges -0.4% O All of UW (Madison, 2y, & 4y) -2.4% O 2y UW Colleges -4.4% O UW Madison Libraries -7.3% O Private Colleges -9.2% O Library Systems -9.5%

16. Can I answer any questions?

17. Thank You