Beyond 2000: Books, Bytes, and Beginnings


Appendix D


Measure Definitions

Objective A.1 Outcome Measures

Percent of Population with Services Exceeding Average

Short Definition

Measures the percent of Texans who have access to libraries with higher than average usage, as measured by circulation of materials that exceeds the national average.

Purpose / Importance

This measure is intended to show the percent of the population living within the service areas of public libraries with circulation that meets or exceeds the national average for per capita circulation. This is a standard representation of library use and compares use of Texas libraries against a national benchmark.

Source /


Collection of Data

Public libraries in Texas are required to submit data as part of their annual report to the agency. One data element collects circulation figures. The agency assigns population based on the Census estimate that is published when the first annual reports are submitted. States, including Texas, report this data on public libraries to the U.S. National Center for Education Statistics (NCES). Data collected from these reports is used to determine the population served and the total circulation transactions for all states. This data are available only annually.

Method of Calculation

The library circulation transactions from the annual reports submitted by Texas public libraries are compiled. The total state population is determined based on the Census estimate that is published when the first annual reports are submitted. The circulations per capita are computed by dividing the total number of library circulation transactions by the population. The average circulation per capita nationally is computed in the same manner from the NCES data. The average circulation per capita for the ten largest states is computed. The population residing in the service areas of Texas libraries that have circulation per capita greater than or equal the average for the other states is computed. The data elements are smoothed by computing a five-year linear trend to reduce the impact of new Census reports that are published on a somewhat erratic schedule. Population for Texas libraries that meet or exceed the average national circulation is calculated as a percentage.

Data Limitations

Data are collected from reports submitted by each state to the NCES. The data are not independently verified and is available only annually, usually by February 1. Once the data are reported errors cannot be corrected. Circulation of library materials has long been considered to be the most relevant measure of library service; however, as library service changes to include more electronic resources, circulation may become a less accurate and true measure of library service.

Calculation Type

Non-cumulative

New Measure

No

Desired Performance

Higher than target

Priority / Key Measure

Medium / No

.

Statewide average of the number of library circulations per capita

Short Definition

Measures the average use of public libraries as demonstrated by circulation of materials.

Purpose / Importance

This measure is intended to show the average number of circulations of library materials in Texas public libraries. It provides one measurable calculation of local residents' use of public libraries.

Source /


Collection of Data

Data are collected from annual reports submitted by local public libraries to the State Library. Data is based on local fiscal years, which vary.

Method of Calculation

The number of library circulations are compiled. The total state population is determined based on the Census estimate that is published when the first annual reports are submitted. The total number of circulations is divided by the total state population represented as a percentage.

Data Limitations

Reports may be based on sampling or estimates. The data are not independently verified. Once the data are reported errors can not be corrected. Circulation of library materials has long been considered to be the most relevant measure of library service; however, as library service changes to include more electronic resources, circulation may become a less accurate and true measure of library service.

Calculation Type

Non-cumulative

New Measure

No

Desired Performance

Higher than Target

Priority / Key Measure

Medium / No

.

Percent of Population without Public Library Service *

Short Definition

Gages the percent of Texans who do not have a public library.

Purpose / Importance

This measure is intended to show the percentage of Texans who live outside the service areas of public libraries and, by comparison, the percentage of Texans who are served by a public library. It measures the number of Texans who do not have access to a publicly supported library.

Source /


Collection of Data

The State Library assigns the amount of population served by each public library in accordance with administrative rules; generally, population is assigned on the basis of the governmental units that fund a particular library. This is done annually and is completed no sooner than late July. The data are available only annually.

Method of Calculation

The percent of population living outside of the service areas of public libraries is computed by subtracting the population served from the total population and dividing by the total population. Data elements are smoothed by computing a five-year linear trend to reduce the impact of new Census reports that are published on a somewhat erratic schedule.

Data Limitations

The population is generally assigned based on governmental units that fund a particular library. This does not take into account libraries that are willing to serve people outside their governmental funding units who may not have access to any other public library. When governmental units funding the public library do not match census data units (city, county), population is extrapolated from available data to assign service population.

Calculation Type

Non-cumulative

New Measure

No

Desired Performance

Lower than Target

Priority / Key Measure

High / Yes

.

Dollar value of cost-avoidance achieved by library resource sharing

Short Definition

This is the amount of cost-avoidance realized by Texas libraries because of TexShare and the other resource sharing programs and services provided.

Purpose / Importance

This measure shows the cost savings realized through library resource sharing services. It demonstrates the economies of scale and expanded services made possible by statewide resource sharing programs.

Source /


Collection of Data

Costs for individual libraries to provide access to databases are estimated from vendor's price schedules. Costs to purchase materials received through interlibrary loan are calculated using the published average costs for books and commercial document delivery services. Costs to provide access to state agency publications are estimated by calculating the cost of postage to mail the materials individually. Library resource sharing program costs include all allocable direct costs and are obtained from internal budget summaries.

Method of Calculation

The State Library compiles a listing of database products purchased on statewide contract. It includes the cost each library would pay for these products, if libraries purchased them on their own. Interlibrary loan statistics are derived from reports submitted by interlibrary loan centers and a commercial vendor. The State Publications Depository Program tracks the number of publications distributed to state publications depository libraries. Participating libraries annually report the number of items circulated as part of the TexShare Card program.

The reported measure is determined by: (1) estimating the cost for participating libraries and state agencies to provide electronic access to databases, acquire state agency publications, and to purchase materials received through interlibrary loan, and the TexShare Card; and (2) subtracting actual expenditures of TexShare and other library resource sharing programs. Calculated annually.

Data Limitations

Listed prices for databases reflect price quotations from vendors. Consistent cost comparisons are difficult to verify since the database marketplace changes rapidly; vendors frequently negotiate statewide discounts, and regularly offer price breaks on "package deals."

Calculation Type

Non-cumulative

New Measure

No

Desired Performance

Higher than target

Priority / Key Measure

High / No

Strategy A.1.1 Output Measures

Number of books and other materials made available/circulated


by library resource sharing

Short Definition

This is the number of items made available by library resource sharing services.

Purpose / Importance

This measure shows the wide range of informational materials made available through library resource sharing services. It demonstrates how resource sharing services extend the range of materials available in libraries across Texas.

Source /


Collection of Data

Includes interlibrary loans supplied, books, articles, audiovisuals, microforms, state publications, electronic publications and other materials supplied. The count of electronic documents represents the number of times project-funded resources (files, menus, graphics, or services) are used.

Method of Calculation

Reported quarterly, based on computer logs or on-site counts by participating libraries, contracting vendors, and the State Library. Some reports will include materials received from orders placed in the previous fiscal year. Based on non-unique counts each time materials are provided.

Data Limitations

Since database and interlibrary loan statistics are submitted by third parties, they are sometimes incomplete, or are sent too late for inclusion in quarterly reports.

Calculation Type

Cumulative

New Measure

No

Desired Performance

Higher than target

Priority / Key Measure

Medium / No

Number of persons provided project-sponsored services by


library resource sharing *

Short Definition

This is the number of people who receive library resource sharing services.

Purpose / Importance

The measure demonstrates that many Texans benefit from library resource sharing services.

Source /


Collection of Data

It measures instances of use of materials, services and activities. Includes interlibrary loans requested, as well as the number of search sessions on project-funded resources. A "session" is defined by the cumulative hits to the site by a single individual, as defined by a unique IP (Internet Protocol) address. A particular IP address is considered new/unique if the server has no record of activity for 30 minutes. Additionally, a "session" may be counted as beginning when a user logs into a particular service - such as a database - and ending when that person logs off that service.

Database statistics are reported by the database vendors, interlibrary loan and other transactions are submitted by participating libraries and a commercial vendor.

Method of Calculation

Reported quarterly, based on computer logs or on-site counts by grant projects, contract vendors and the State Library. Some reports will include performance for projects funded in the previous fiscal year; reports from grant recipients may be based on sampling or other estimating techniques. Based on non-unique counts each time services are provided.

Data Limitations

Statistics from third parties are inconsistent and sometimes arrive too late to be reported. Some vendors report only full text articles, others report citations and abstracts only, while still others provide a count of all files accessed. Selecting "search sessions" as the data element included in this measure represents a standard statistic consistently reported by the largest number of vendors.

Calculation Type

Cumulative

New Measure

No

Desired Performance

Higher than target

Priority / Key Measure

High / Yes

Number of librarians and others trained or assisted to use shared resources

Short Definition

This is the number of librarians and other customers receiving consulting or training services in library resource sharing from the State Library.

Purpose / Importance

This measure shows the number of clients who receive training and technical assistance from project staff. Training and consulting are critical to successful use of library resource sharing services.

Source /


Collection of Data

Count of people (1) attending instructional workshops (based on sign-in sheets) or (2) receiving consulting technical assistance. Reported quarterly. Consulting includes assistance given by computer network, mail, telephone, and in person.

Method of Calculation

Based on non-unique counts by staff or contractors each time assistance or training is provided to librarians, library staffs, state agencies staff, state or local officials, or other customers. Calculated quarterly.

Data Limitations

Some reports may be based on sampling or other estimating techniques.

Calculation Type

Cumulative

New Measure

No

Desired Performance

Higher than target

Priority / Key Measure

Low / No

Strategy A.1.1 Efficiency Measures

Number of days of average turnaround time for interlibrary loans

Short Definition

This is the average number of days it takes for a library to receive items requested through interlibrary loan.

Purpose / Importance

Interlibrary loan is a central component of library resource sharing. One measure of success is the average number of days it takes for a library to receive a requested item. It illustrates the success of efforts to implement ongoing process improvements.

Source /


Collection of Data

This data is based on statistical samples of filled requests, as submitted from resource centers, local libraries, and the computer network operator.

Method of Calculation

This figure reflects a weighted average of: (1) the average number of days it takes a library to receive requested materials when the material is available from the nearest resource center library; and (2) the average number of days it takes a library to receive requested materials when the material is not available from the nearest resource center. These requests are referred to and filled by another lending library.

Data is based on statistical samples of filled requests, as submitted from resource centers, local libraries and the computer network vendor. Calculated annually.

Data Limitations

Reports are based on sampling and other estimating techniques.

Calculation Type

Non-cumulative

New Measure

No

Desired Performance

Lower than target

Priority / Key Measure

Medium / No

Cost per book and other library material provided by shared resources

Short Definition

This is the unit cost of materials delivered via library resource sharing services.

Purpose / Importance

Resource sharing services dramatically expand the range of materials provided to libraries and the public. This measure shows the efficiency of the statewide resource sharing services.

Source /


Collection of Data

Costs are derived from budget summaries. Costs include all direct and allocable indirect costs in the strategy. Calculated annually.

Method of Calculation

This measure calculates a unit cost for all materials supplied. The cost of appropriate projects in this strategy is divided by the number of materials, loaned or supplied by those projects. The cost of projects is based on the final budgeted grant or project amounts at the end of each reporting period, or on actual amounts, when available. Calculated annually.

Data Limitations

The reported results of this measure are not always within the complete control of the agency. For example, if the complete number of search sessions or interlibrary loans supplied is not reported on time, the reported cost per use will be higher than actual.

Calculation Type

Non-cumulative

New Measure

No

Desired Performance

Lower than target

Priority / Key Measure

Low / No

Strategy A.1.2 Output Measures

Number of books and other library materials provided to libraries by


the Texas Library System.

Short Definition

This is a measure of materials made available or circulated to local libraries through state and federal funds provided to the Texas Library System.

Purpose / Importance

The Texas Library System is made up of ten member library cooperatives that deliver services, equipment, and materials to different regions of the state. This measure is a count of books, subscriptions, audiovisuals, microforms, electronic documents and other materials purchased, leased, loaned, or supplied to a Texas library (includes materials purchased by all projects, materials in circuit or deposit collections, system sponsored interlibrary loans, articles and documents, subscriptions, and other publications). It shows the amount of materials provided to local libraries that might otherwise not have been purchased or provided for Texans.

Source /


Collection of Data

This measure is a count of books, subscriptions, audiovisuals, microforms, electronic documents and other materials purchased, leased, loaned, or supplied to a Texas library (includes materials purchased by all projects, materials in circuit or deposit collections, system sponsored interlibrary loans, articles and documents, subscriptions, and other publications). The count of electronic documents represents the number of times project-funded resources (files, menus, graphics, or services) are used. Focuses on materials libraries would usually include in a collection, not administrative materials or publicity items. Reported at least quarterly, based on computer logs or on-site counts by library systems, and counts by contract vendors. Some reports may be based on sampling or other estimating techniques. Some reports will include materials received from orders placed in the previous fiscal year.

Method of Calculation

Traditional items purchased (books, audiovisual materials, etc.) are counted as they are received by the libraries. Counts of electronic documents are collected through software or by estimating. Numbers are compiled from various projects and added together.

Data Limitations

Item counts may include materials from orders placed in a previous fiscal year. Database statistics and website hits may be based on estimates and sampling. Statistics provided by commercial vendors sometimes vary in completeness. Some report may be submitted too late for inclusion in quarterly reports.

Calculation Type

Cumulative

New Measure

No

Desired Performance

Higher than target

Priority / Key Measure

Medium / No

.

Number of persons provided project-sponsored services by


the Texas Library System *

Short Definition

This is a measure of the number of people who use services provided through the Texas Library System.

Purpose / Importance

This measure is a count of persons who use project-sponsored services through the Texas Library System. It measures use of materials circulated by grant projects, persons viewing grant-supplied audiovisual materials, persons using circuit or deposit collections, persons attending literacy instruction, persons who have reference questions answered, direct loans to non-residents, and direct use of other services. Also includes the number of times someone conducts a search session on Texas Library System project-funded resources. There is a timeout mechanism for those who do not log off appropriately.

Source /


Collection of Data

Data are collected by projects following grant guidelines based on circulation records, on-site counts, samplings and estimates, and computer logs. Reported at least quarterly. Based on non-unique counts each time services are provided.

Method of Calculation

Numbers are compiled from various projects and tallied.

Data Limitations

Calculations may be based on samplings or estimates. Statistics from database vendors and website may be inconsistent. Some reports may include performance for projects funded in the previous fiscal year. Statistics may be incomplete or may be received too late for inclusion in a specific quarterly report.

Calculation Type

Cumulative

New Measure

No

Desired Performance

Higher than target

Priority / Key Measure

High / Yes

.

Number of librarians trained or assisted by the Texas Library System

Short Definition

This is a count of the number of librarians who received training or assistance through the Texas Library System.

Purpose / Importance

The Texas Library System is made up of ten member library cooperatives that deliver services, equipment, and materials to different regions of the state. This measure counts people (1) attending instructional workshops or (2) receiving technical assistance from a library system. It demonstrates the effectiveness of the grants to meet the training and assistance needs of staff in Texas libraries.

Source /


Collection of Data

Reported at least quarterly, based on counts submitted by library systems; technical assistance includes assistance given by mail, e-mail, fax, telephone, and in person. Based on non-unique counts each time assistance or training is provided to librarians, library staffs, local officials, or others; some reports may be based on sampling or other estimating techniques. Sign-in sheets or on-site counts are used to count people attending instructional workshops. Staff in funded projects record the number of people to whom they provide technical assistance by telephone, in-person, email, or mail.

Method of Calculation

Numbers are compiled from various projects and tallied.

Data Limitations

Participants at workshops may neglect to sign in; records of assistance may be based on estimates or sampling.

Calculation Type

Cumulative

New Measure

No

Desired Performance

Higher than target

Priority / Key Measure

Medium / No

Strategy A.1.2 Efficiency Measures

Cost per person served by system member libraries

Short Definition

This is a measure of the cost efficiencies of services provided through the Texas Library System.

Purpose / Importance

This measure demonstrates the cost effectiveness of providing services to libraries through the Texas Library System. It demonstrates fiscal responsibility and the ability to provide effective service efficiently.

Source /


Collection of Data

The cost of projects is based on the final budgeted contract amount at the end of each reporting period. The population is figured based on the annual reports submitted by public libraries.

Method of Calculation

The total grant contract amount is divided by the population served by system member libraries and represented as a dollar amount.

Data Limitations

Unexpended grant funds may be returned after the report is filed due to unfilled orders, refunds, or other accounting anomalies.

Calculation Type

Non-cumulative

New Measure

No

Desired Performance

Lower than target

Priority / Key Measure

Low / No

Strategy A.1.2 Explanatory Measures

Population eligible for system member library services

Short Definition

This measure is the number of Texans who live in the service areas of libraries that qualify for membership in the Texas Library System.

Purpose / Importance

This measure calculates the extent of citizen access to Texas Library System services; compiled annually based on census estimates of the population living in the service areas of members of the Texas Library System. Libraries must meet minimum criteria to be recognized as a member of the system. This measure demonstrates local support for libraries and their ability to meet minimum criteria for system membership.

Source /


Collection of Data

State Library staff assigns the "population served" by each public library based on administrative rules. Population data is based on available census estimates.

Method of Calculation

The population served by each system member library is added together.

Data Limitations

Census estimates are used to calculate population served; these are not current.

Calculation Type

Non-cumulative

New Measure

No

Desired Performance

Higher than target

Priority / Key Measure

Low / No

Strategy A.1.3 Output Measures

Number of books and other library materials provided to local libraries

Short Definition

Measures the number of items added to library collections or provided to libraries through programs funded by a variety of projects that support local libraries.

Purpose / Importance

This measure provides a count of materials purchased for or provided to libraries as a result of projects designed to aid or assist local libraries directly. Examples of projects in this strategy include direct grants, continuing education and consulting provided by the State Library, and Texas Reading Club. This is a count of books, subscriptions, audiovisuals, microforms, electronic documents and other materials loaned or supplied to a Texas library (includes materials purchased by all projects, materials in circuit or deposit collections, articles and documents, instructional manuals, Library Science Collection circulations, subscriptions, and other publications). Based on non-unique counts each time materials are provided.

Source /


Collection of Data

The data focuses on materials libraries would usually include in a collection, not administrative materials or publicity items. Traditional items purchased (books, audiovisual materials, etc.) are counted as the local library receives them. Counts of electronic documents are collected through data collection software or by sampling or estimating. The count of electronic documents represents the number of electronic documents that were accessed via a project-funded computer. Data are reported at least quarterly, based on computer logs, on-site counts and tally sheets compiled by grant projects and by the State Library.

Method of Calculation

Numbers are compiled from various projects and tallied.

Data Limitations

Data may be based on sampling or estimates. Data collected from grant projects may be received too late for inclusion is a particular report.

Calculation Type

Cumulative

New Measure

No

Desired Performance

Higher than target

Priority / Key Measure

Medium / No

.

Number of persons provided local library project-sponsored services *

Short Definition

Calculates the number of Texans who receive direct services through a variety of programs that support libraries.

Purpose / Importance

This measure counts the number of instances persons receive services as a result of projects in this strategy. These projects are available directly to the local library; examples include direct grants, continuing education and consulting services provided by the State Library, and the Texas Reading Club. It measures citizen use of project-funded materials, services, and activities provided by these projects. Includes persons receiving materials circulated by grant projects, persons viewing grant-supplied audiovisual materials, persons using circuit or deposit collections, persons attending literacy instruction, number of reference questions, direct loans to non-residents, Texas Reading Club logs distributed, and direct use of other funded services. Also includes the number of instances someone logs onto a project-funded electronic information; does not include users who directly access a file or directory down the menu tree.

Source /


Collection of Data

Reported at least quarterly, based on computer logs, tally sheets, or on-site counts by grant projects and State Library. Some reports may be based on sampling or other estimating techniques; will include performance for some projects funded in previous fiscal year. Based on non-unique counts each time service is provided.

Method of Calculation

Numbers for each project are compiled and tallied.

Data Limitations

Data may be based on sampling or estimates. Available software may not completely capture electronic usage Some libraries do not use Texas Reading Club logs even though they participate in the program.

Calculation Type

Cumulative

New Measure

No

Desired Performance

Higher than target

Priority / Key Measure

High / Yes

.

Number of local librarians trained or assisted

Short Definition

Calculates the number of librarians that receive training or assistance directly from the State Library.

Purpose / Importance

This measure counts people (1) attending or accessing instructional workshops or (2) receiving consulting assistance provided by the State Library. It provides a measure of the amount of service the agency is providing to local librarians.

Source /


Collection of Data

Reported monthly or quarterly, based on on-site counts by State Library, tally sheets, and workshop registrations, consulting includes technical assistance given by mail, e-mail, fax, telephone, and in person. Based on non-unique counts each time assistance or training is provided to librarians, library staffs, local officials, or others; some reports may be based on sampling or other estimating techniques.

Method of Calculation

Data are compiled and tallied.

Data Limitations

Data may be based on sampling or estimates. Some workshop attendees do not register and may not be counted.

Calculation Type

Cumulative

New Measure

No

Desired Performance

Higher than target

Priority / Key Measure

Medium / No

Strategy A.1.3 Efficiency Measures

Cost per person provided local library project-sponsored services

Short Definition

Calculates the cost efficiencies of services provided through funded projects.

Purpose / Importance

This measure calculates the cost effectiveness of providing local library project services from the State Library. It measures efficient and effective use of public dollars.

Source /


Collection of Data

The cost of projects is based on the final budgeted grant or project amounts at the end of each reporting period. The cost of appropriate projects is divided by the number of persons provided local library project-sponsored services.

Method of Calculation

Final budget figures are divided by the number of persons served.

Data Limitations

Unexpended grant funds may be returned after the report is filed due to unfilled orders, refunds, or other accounting anomalies.

Calculation Type

Non-cumulative

New Measure

No

Desired Performance

Lower than target

Priority / Key Measure

Low / No

Strategy A.1. Output Measures

Number of books and other materials made available/circulated by TexShare

Short Definition

This is the number of items made available through TexShare services.

Purpose / Importance

This measure shows the wide range of informational materials made available through TexShare services. It demonstrates how TexShare services extend the range of materials available in libraries across Texas.

Source /


Collection of Data

Includes interlibrary loans supplied, books, articles, audiovisuals, microforms, state publications, electronic publications and other materials supplied, as well as the number of items circulated via the TexShare Card. The count of electronic documents represents the number of times project-funded resources (files, menus, graphics, or services) are used.

Method of Calculation

Reported quarterly, based on computer logs or on-site counts by participating libraries, contracting vendors, and the State Library. Some reports will include materials received from orders placed in the previous fiscal year. Based on non-unique counts each time materials are provided.

Data Limitations

Database statistics are reported by the TexShare technical support contractor, and interlibrary loan statistics are submitted a commercial vendor. Sometimes these figures are submitted too late for inclusion in quarterly reports.

Calculation Type

Cumulative

New Measure

No

Desired Performance

Higher than target

Priority / Key Measure

Medium / No

Number of persons provided project-sponsored services by TexShare *

Short Definition

This is the number of people who receive TexShare services.

Purpose / Importance

This measure demonstrates the wide range of Texans who benefit from TexShare services. It illustrates the impact of TexShare programs.

Source /


Collection of Data

Measures instances of use of materials, services and activities. Includes interlibrary loans requested, number of reciprocal borrowers cards issued, and the number of search sessions on project-funded resources. A "session" is defined by the cumulative hits to the site by a single individual, as defined by a unique IP (Internet Protocol) address. A particular IP address is considered new/unique if the server has no record of activity for 30 minutes. Additionally, a "session" may be counted as beginning when a user logs into a service - such as a database - and ending when that person log off the service.

Database statistics are reported by the TexShare technical support contractor, interlibrary loan statistics are submitted by a commercial vendor, and reciprocal borrowing transactions are reported by participating libraries.

Method of Calculation

Reported quarterly, based on computer logs or on-site counts by grant projects, contract vendors and the State Library. Some reports will include performance for projects funded in the previous fiscal year; reports from grant recipients may be based on sampling or other estimating techniques. Based on non-unique counts each time services are provided.

Data Limitations

Statistics from third parties are inconsistent and sometimes arrive too late to be reported. Some vendors report only full text articles, others report citations and abstracts only, while still others provide a count of all files accessed. Selecting "search sessions" as the data element included in this measure represents a standard statistic consistently reported by the largest number of vendors.

Calculation Type

Cumulative

New Measure

No

Desired Performance

Higher than target

Priority / Key Measure

High / Yes

Number of librarians and others trained or assisted to use TexShare

Short Definition

This is the number of TexShare customers receiving consulting or training services from the State Library.

Purpose / Importance

This measure shows the number of clients who receive training and technical assistance from project staff. Training and consulting are critical to successful use of TexShare services.

Source /


Collection of Data

Count of people (1) attending instructional workshops (based on sign-in sheets) or (2) receiving consulting technical assistance. Reported quarterly. Consulting includes assistance given by computer network, mail, telephone, and in person.

Method of Calculation

Based on non-unique counts by staff or contractors each time assistance or training is provided to librarians, library staffs, state agencies staff, state or local officials, or other customers. Calculated quarterly.

Data Limitations

Some reports may be based on sampling or other estimating techniques.

Calculation Type

Cumulative

New Measure

No

Desired Performance

Higher than target

Priority / Key Measure

Medium / No

Strategy A.1.4 Efficiency Measures

Cost per book and other library material provided by TexShare

Short Definition

This is the unit cost for materials provided via TexShare services.

Purpose / Importance

TexShare services dramatically expand the range of materials provided to libraries and the public. This measure shows the efficiency of TexShare services.

Source /


Collection of Data

Costs are derived from budget summaries. Costs include all direct and allocable indirect costs in the strategy.

Method of Calculation

This measure calculates a unit cost for all materials supplied. The cost of appropriate projects in this strategy is divided by the number of materials, loaned or supplied by those projects. The cost of projects is based on the final budgeted grant or project amounts at the end of each reporting period, or on actual amounts, when available. Calculated annually.

Data Limitations

The reported results are not always within the complete control of the agency. For example, if the complete number of search sessions or interlibrary loans supplied is not reported on time, the reported cost per use will be higher than actual.

Calculation Type

Non-cumulative

New Measure

No

Desired Performance

Lower than target

Priority / Key Measure

Medium / No

Objective A.2 Outcome Measures

Percent of eligible population registered for Talking Book Program services *

Short Definition

This is the percentage of persons in Texas who are registered for service with the Talking Book Program (TBP), expressed as a ratio of all Texans estimated as being eligible for TBP services by virtue of a visual, physical or learning disability.

Purpose / Importance

This measure is intended to show the scope of service within the state and to indicate the program's level of success in serving as many eligible Texans as possible.

Source /


Collection of Data

A count of all individual patrons who have registered for service and had a status of "active" at any time during the fiscal year is tallied by the database system.

Method of Calculation

The count of individual patrons who have been active is divided by the "Number of Texans Eligible for Talking Book Program Service" to produce a percentage.

Data Limitations

The number of Texans estimated as eligible for service is calculated using a formula provided by the Library of Congress' National Library Service, but this formula has not been updated since 1979; the currency and accuracy of the census population information for Texas varies over time.

Calculation Type

Non-cumulative

New Measure

No

Desired Performance

Higher than target

Priority / Key Measure

High / Yes

Strategy A.2.1 Output Measures

Number of persons served *

Short Definition

This is the total number of persons registered and actually receiving service from the program during the reporting period.

Purpose / Importance

This measure is intended to document the number of individual Texans served. It tracks program service activity and growth patterns.

Source /


Collection of Data

Tallied by computer, based on date of last service as documented by the database system.

Method of Calculation

The count of persons is not duplicative, is cumulative, and is updated monthly to include new patrons becoming active and receiving service as well as established patrons receiving service for the first time during the reporting period.

Data Limitations

Patrons registered with the program occasionally receive a book or magazine from an entity affiliated with TBP without TBP's knowledge; if the item loaned to the patron is not circulated from our collection it is not tracked by the database system and if it is the only item loaned to the patron within the reporting period, the patron is not counted as having received service.

Calculation Type

Cumulative

New Measure

No

Desired Performance

Higher than target

Priority / Key Measure

High / Yes

.

Number of institutions served

Short Definition

This is the total number of institutions registered and actually receiving service from the program during the reporting period.

Purpose / Importance

A significant portion of Texans who meet eligibility requirements receive services from the Talking Book Program through another organization, such as a retirement home, learning resource center, library, disabled students center, or classroom in a public or private school or college. This count represents these groups of patrons served at the institutional level.

Source /


Collection of Data

Tallied by computer based on date of last service in the database.

Method of Calculation

The count of institutions is not duplicative, is cumulative, and is updated monthly to include new institutions becoming active and receiving service as well as established institutions receiving service for the first time during the reporting period.

Data Limitations

Institutions registered with TBP occasionally receive a book or magazine from an entity affiliated with TBP without TBP's knowledge; if the item loaned to the institution is not circulated from our collection it is not tracked in the database and if it is the only item loaned to the institution within the reporting period, the institution is not counted as having received service.

Calculation Type

Cumulative

New Measure

No

Desired Performance

Higher than target

Priority / Key Measure

Low / No

.

Number of volumes circulated

Short Definition

Total number of books and magazines sent to registered and active patrons.

Purpose / Importance

This measure complements the strategy's other output measures by depicting the extent of service provided to active patrons.

Source /


Collection of Data

The count of volumes circulated is tallied by computer based on daily circulation as tracked by the database system.

Method of Calculation

Reports from the database are produced daily and summarized monthly throughout the reporting period.

Data Limitations

Of the items specifically requested by patrons, or selected for the patrons, some are unavailable; this lack of availability limits circulation. Also, it is possible, however unlikely, for items to be mailed without first being checked out and counted by the computer.

Calculation Type

Cumulative

New Measure

No

Desired Performance

Higher than target

Priority / Key Measure

High / No

Strategy A.2.1 Efficiency Measures

Cost per person/institution served

Short Definition

This is the unit cost to provide service to each individual patron and institution served during the reporting period.

Purpose / Importance

This measure evaluates cost efficiency of the program; changes in cost per person can reveal an increase or decrease in overall efficiency.

Source /


Collection of Data

Computer tracks expenditures and persons/institutions served and unit cost is calculated manually.

Method of Calculation

The total direct costs from appropriated funds are divided by the number of individual and institutional patrons served.

Data Limitations

The limitations associated with the "Number of Persons Served" and "Number of Institutions Served" are relevant for this measure since its calculation includes the counts for those two output measures. Total expenditures may change slightly after the time this calculation is performed at the close of the fiscal year, but the changes would be negligible.

Calculation Type

Non-cumulative

New Measure

No

Desired Performance

Lower than target

Priority / Key Measure

Low / No

.

Cost per volume circulated

Short Definition

This is the unit cost to circulate each volume, including books and magazines, to patrons throughout the reporting period.

Purpose / Importance

This measure evaluates the cost efficiency of the program; changes in cost per volume circulated can reveal an increase or decrease in overall efficiency.

Source /


Collection of Data

Computer tracks expenditures and volumes circulated; unit cost is calculated manually.

Method of Calculation

The total direct costs from appropriate funds are divided by the number of volumes circulated.

Data Limitations

The limitations associated with the "Number of Volumes Circulated" measure are relevant for this measure since its calculation includes the count for that output measure. Total expenditures may change slightly after the time this calculation is performed at the close of the fiscal year, but the changes would be negligible.

Calculation Type

Non-cumulative

New Measure

No

Desired Performance

Lower than target

Priority / Key Measure

Medium / No

Strategy A.2.1 Explanatory Measures

Number of Texans eligible for Talking Book Program service

Short Definition

This is the number of Texans estimated to be eligible for Talking Book Program service, derived from a formula endorsed by the Library of Congress' National Library Service.

Purpose / Importance

This measure provides an estimate of potential need for service in Texas.

Source /


Collection of Data

Calculated manually based on population estimates provided by the Comptroller.

Method of Calculation

The total Texas population as estimated by the Comptroller is multiplied by .014.

Data Limitations

The formula provided by the Library of Congress' National Library Service has not been updated since 1979. The currency and accuracy of the population information varies over time.

Calculation Type

Non-cumulative

New Measure

No

Desired Performance

Not applicable

Priority / Key Measure

Low / No

Objective B.1 Outcome Measures

Percent of reference questions satisfactorily answered *

Short Definition

The number of reference questions satisfactorily answered using in-house resources or referred to an appropriate source, expressed as a percentage of the total of reference requests asked of staff working in the Reference/Documents collection, the Genealogy collection, and the State Archives collection in Austin and in Liberty. A reference question is a request for information received by mail, telephone, telefacsimile, computer terminal, or in person.

Purpose / Importance

The measure provides an indication of the degree of success achieved in continually improving services to all requesters and a measure of staff effectiveness in maintaining familiarity with external resources that are not acquired as part of the agency's collecting activities. The services involve the knowledge, use, recommendation, interpretation of, or instruction in the use of one or more information sources by a member of the library staff, or directing a person to a source outside the agency known to possess the desired information. Information sources include print and non-print materials, electronic data bases and catalogs, and other Internet web sites, libraries, institutions, organizations, or individuals.

Source /


Collection of Data

The staff member determines if a question has been satisfactorily answered or appropriately referred. If uncertain, the staff member will ask the person making the inquiry if the information, materials, or search results have successfully answered the question. Staff maintain individual documentation of number and disposition of questions.

Method of Calculation

A percentage is obtained by dividing the number of reference questions answered and referred to an appropriate source by the total number of questions asked.

Data Limitations

Two of the collections use full counts while two others employ a combination of full counts and statistical sampling in gathering data.

Calculation Type

Non-cumulative

New Measure

Yes - a combination of two previous measures

Desired Performance

Higher than target

Priority / Key Measure

High / Yes

Percent of customers satisfied with State Library services

Short Definition

Quarterly surveys will be used to measure the level of customer satisfaction.

Purpose / Importance

This measurement provides an assessment of the level of customer satisfaction in regard to the overall availability and delivery of information services, and serves as an indication of the extent to which improvements are needed.

Source /


Collection of Data

The agency will survey all persons who contact the Library for reference or research services on four quarterly sample days annually. Survey days will vary during the sixth week of each quarter. That day, customers will be asked: "Are you satisfied with the services you have received from (name of unit)?" They can respond yes or no, with an opportunity to give comments, suggestions, or complaints. We will use the same communication channel they used (mail, Internet, phone, in person). They will not be required to give a phone number, address, or name, unless that is a condition of the service requested. The survey will be conducted at the point and time of service, with the response recorded by staff if the customer cannot complete a written survey. If service is requested on a survey day but not delivered that day, they will be asked at the time the service is provided and their response included in the sample.

Method of Calculation

To compute a percentage of satisfied customers, the number of persons who respond "yes" will be divided by the total number responding for that day.

Data Limitations

Customers may indicate dissatisfaction with the services received when informed that a requested resource is either unavailable or simply does not exist.

Calculation Type

Non-cumulative

New Measure

No

Desired Performance

Higher than target

Priority / Key Measure

Medium / No

Strategy B.1.1 Output Measures

Number of reference questions satisfactorily answered *

Short Definition

The number of reference questions satisfactorily answered using in-house resources or referred to an appropriate source by staff working in the Reference/ Documents collection, the Genealogy collection, and the State Archives collection in Austin and in Liberty. A reference question is a request for information received by mail, telephone, telefacsimile, computer terminal, or in person.

Purpose / Importance

The measure provides an indication of the degree of success achieved in continually improving services to all requesters and a measure of staff effectiveness in maintaining familiarity with external resources that are not acquired as part of the agency's collecting activities. The services involve the knowledge, use, recommendation, interpretation of, or instruction in the use of one or more information sources by a member of the library staff, or directing a person to a source outside the agency known to possess thedesired information. Information sources include print and non-print materials, electronic data bases and catalogs, and other Internet web sites, libraries, institutions, organizations, or individuals.

Source /


Collection of Data

The staff member determines if a question has been satisfactorily answered or appropriately referred. If uncertain, the staff member will ask the person making the inquiry if the information, materials, or search results have successfully answered the question. Staff maintain individual documentation of number and disposition of questions.

Method of Calculation

The total number of questions answered or referred to appropriate sources is compiled from the data reported monthly by staff from each of the four collections.

Data Limitations

Two of the collections use full counts while two others employ a combination of full counts and statistical sampling in gathering data.

Calculation Type

Cumulative

New Measure

Yes - a combination of two previous measures

Desired Performance

Higher than target

Priority / Key Measure

High / Yes

Number of record series evaluated for archival value

Short Definition

State agency records are evaluated to determine those of permanent value to the state and its citizens.

Purpose / Importance

A state's archives insures the preservation of records to provide government accountability. Efficient operation of archives requires that only permanent records be accessioned into holdings. Without evaluation, permanent records may be lost due to neglect or malfeasance, or records that may not need to be preserved may be accessioned into the Archives' holdings thereby taking up valuable and scarce storage space.

Source /


Collection of Data

Appraisal archivists prepare and submit to the supervisory archivist a report for each agency whose records are reviewed. The report lists all records series evaluated and explains and documents all appraisal decisions.

Method of Calculation

The supervisory archivist compiles and reports the total number of records series evaluated by staff.

Data Limitations

The determination of archival value is based on the judgment of professional staff. A degree of subjectivity is inherent in that determination, however, all decisions are based on detailed analyses and well-established appraisal criteria.

Calculation Type

Cumulative

New Measure

No

Desired Performance

Higher than target

Priority / Key Measure

Meduim / No

Strategy B.1.1 Efficiency Measures

Cost to answer or refer a reference question

Short Definition

A unit cost figure is derived by dividing the total of all appropriate direct costs by the total number of questions answered or referred by staff.

Purpose / Importance

This unit cost figure is an important tool for measuring the overall efficiency of providing ready access to information.

Source /


Collection of Data

Staff maintain individual documentation of number and disposition of questions which is calculated and reported monthly. Applicable direct costs are determined annually using data derived from the state accounting system.

Method of Calculation

The cost to answer or refer a reference question is calculated by subtracting the costs of purchasing published materials, appraising, accessioning and processing archival documents for current and future use from the sum of all direct costs and dividing by the total number of reference questions answered or referred by staff who provide service from all four collections.

Data Limitations

Two of the collections use full counts while two others employ a combination of full counts and statistical sampling in gathering data.

Calculation Type

Non-cumulative

New Measure

No

Desired Performance

Lower than target

Priority / Key Measure

Low / No

Percent of reference questions completed on day received

Short Definition

The number of reference questions completed on day received is divided by the total number of questions received. A reference question is a request for information received by mail, telephone, telefacsimile, computer terminal, or in person. Questions completed within one business workday are considered to be completed on the day they are received.

Purpose / Importance

This percentage measure provides an indication of the timeliness of staff responses to reference requests.

Source /


Collection of Data

Staff maintain individual documentation of number and disposition of questions which is calculated and reported monthly.

Method of Calculation

The percentage of reference questions completed on day received is determined by dividing the total number of reference questions completed on day received by the total number of questions received. "On day received" is defined as one business workday equivalent to 9 hours, not including nights, weekends, holidays, and other times the service unit is closed. For example, if a question is received at 1:00 on Monday and is completely answered by 1:00 on Tuesday, it will be counted as completed on day received. Completed questions include those where the client has received an answer, has been advised that the information is not available from the library, or has been directed to another location where the information is available. Partially answered questions are not counted until finished. Callbacks must be completed within one business workday after the question was received to be considered completed.

Data Limitations

Two of the collections use full counts while two others employ a combination of full counts and statistical sampling in gathering data.

Calculation Type

Non-cumulative

New Measure

No

Desired Performance

Higher than target

Priority / Key Measure

Medium / No

Objective C.1 Outcome Measures

Percent of state agencies administering programs based


on approved records schedules

Short Definition

This the percentage of state agencies that have submitted records retention schedules and have had the schedules approved, as required by Government Code, §441.185.

Purpose / Importance

This measure tracks the level of compliance with state records management laws and reflects the agency's efforts to procure compliance. Compliance with records management laws improves public access to government information, provides for government accountability, and fosters cost-effective government recordkeeping practices.

Source /


Collection of Data

Approved records retention schedules are maintained in paper and evidence of approval is entered into a database. The number of state agencies is determined at the beginning of each fiscal year. State agencies that are administratively supported by and receive their funding through the appropriated budget of another state agency are considered part of the supporting agency. State universities and colleges that are part of a university or state college system are considered part of the system. The Texas County and District Retirement System and the Texas Municipal Retirement System are state agencies by the Government Code, §441.185.

Method of Calculation

Divide the total number of state agencies with approved records retention schedules by the total number of state agencies. Calculated monthly.

Data Limitations

In every session of the Legislature, agencies are created, abolished, or combined with other agencies; thus, the total number of state agencies fluctuates unpredictably from biennium to biennium.

Calculation Type

Non-cumulative

New Measure

No

Desired Performance

Higher than target

Priority / Key Measure

High / No

Percent of local government offices administering programs


based on approved records schedules

Short Definition

This is the percentage of local governments that have, in accordance with the Local Government Code, §201.041 : (1) submitted a records control schedule and have had the schedule approved; (2) adopted the records retention schedules issued by the State Library and Archives Commission; or (3) declared that all records will be maintained permanently.

Purpose / Importance

This measure tracks the level of compliance with the Local Government Records Act of 1989 and reflects the agency's efforts to procure compliance. Compliance with the act improves public access to government information, provides for government accountability, and fosters cost-effective government recordkeeping practices.

Source /


Collection of Data

Documents demonstrating compliance are maintained in paper and evidence of compliance is entered into a database. The agency determines at the beginning of each fiscal year the total number of local governments subject to the Local Government Records Act with sources provided by other state agencies and government associations. Legally established, but otherwise inactive, water districts are not included in the total number of local governments.

Method of Calculation

Divide the total number of local governments in compliance by the total number of local governments. Calculated monthly.

Data Limitations

New local governments are created each year and some are abolished; thus, the total number of local governments fluctuates unpredictably from year to year.

Calculation Type

Non-cumulative

New Measure

No

Desired Performance

Higher than target

Priority / Key Measure

Medium / No

.

Dollar value of cost-avoidance achieved for state records storage/maintenance

Short Definition

This is an estimate of the total costs avoided by Austin-area state agencies from using the State Records Center.

Purpose / Importance

This measure is an indicator of dollars saved by removing non-current records of Austin-area state agencies from high-cost office space and placing them in the low-cost State Records Center.

Source /


Collection of Data

The estimated cost to store a cubic foot of records in Austin-area office space is determined at the beginning of each fiscal year from data provided by the General Services Commission (lease office space and filing equipment costs) and the Appropriations Act (file clerk salaries). The number of cubic feet stored in the State Records Center is taken from Output Measure C.1.1 (Number of cubic feet stored/maintained). Records Center costs include all direct and allocable indirect costs in the strategy and are derived from internal budget summaries and databases.

Method of Calculation

The cost to store a cubic foot of records in office space is multiplied by the number of cubic feet of records in storage at the State Records Center. Records Center storage and maintenance costs are subtracted from the office environment storage and maintenance costs to determine the total net cost-avoidance to the state. Calculated monthly.

Data Limitations

The cost per cubic foot to store and maintain records in an office environment varies from agency to agency, depending on the cost of their building and the level of staffing employed. An overall estimated average is used; no effort is made to weight the average based on the number of cubic feet each agency stores in the Records Center.

Calculation Type

Cumulative

New Measure

No

Desired Performance

Higher than target

Priority / Key Measure

Medium / No

Strategy C.1.1 Output Measures

Number of cubic feet stored/maintained *

Short Definition

This is the total number of cubic feet of paper documents (hard copy records) that are stored by state agencies in the State Records Center.

Purpose / Importance

This measure indicates the extent to which the State Records Center is used by state agencies to store hard copies of their records; this in turn, indicates the level of customer satisfaction with the services and the competitiveness of the fee structure for the services. Use of the State Records Center results in cost-avoidance as shown by Outcome Measure C.1.1 (Dollar value of cost-avoidance achieved for state records storage/maintenance).

Source /


Collection of Data

Hard copy records indexes (records accessioned prior to 1995) and an inventory database (records accessioned in 1995 and after) are updated continuously throughout the month as records move into and out of storage. Final total calculated monthly.

Method of Calculation

The total cubic feet shown in the hard copy records indexes is added to the total cubic feet shown in the inventory database to compute a total at the end of each month.

Data Limitations

The number of cubic feet may vary unexpectedly as customer agencies may increase or decrease the volume of their records stored in the Center on short notice.

Calculation Type

Non-cumulative

New Measure

No

Desired Performance

Higher than target

Priority / Key Measure

High / Yes

Number of state and local government employees assisted or trained

Short Definition

This is the number of state agency and local government employees receiving consulting or training services in records and information management from the agency.

Purpose / Importance

This measure indicates the level of interest by state and local government officials in records management and in complying with the state and local government records management statutes. This measure also reflects this agency's efforts to provide training and consulting services to stimulate the continued growth of records management in Texas government.

Source /


Collection of Data

Staff complete electronic consulting and training logs maintained in a database on a daily basis. Calculated monthly.

Method of Calculation

The total number of persons receiving consulting are added to the total number of those receiving training services in a given month.

Data Limitations

As governments develop more sophisticated programs, the need for routine training or technical assistance declines. This decreased need is usually offset by the needs of other governments that wish to improve their less advanced programs, but the ratio and the resulting target is not easily predictable.

Calculation Type

Cumulative

New Measure

No

Desired Performance

Higher than target

Priority / Key Measure

Medium / No

Total Revenue from Imaging Services

Short Definition

This is the total amount of fees billed to customers for the imaging services provided by the agency.

Purpose / Importance

Since the agency's imaging services are on a full cost-recovery basis, the constant tracking and monitoring of revenues and expenses is important to ensure fees are in line with costs. Fees are set to recover all direct and allocable indirect costs in the strategy. Microfilm imaging includes source document microfilming, darkroom operations for film processing and duplicating, quality control editing, and chemical testing of microfilm. Digital imaging includes scanning of original documents and conversion of computer output to laser disc.

Source /


Collection of Data

Databases are used to track work performed and fees billed for imaging services. Work performed is updated daily and fees billed are calculated monthly.

Method of Calculation

Total fees billed for imaging services as determined by end of month figures.

Data Limitations

Total revenue will vary depending on volume of imaging work during a given fiscal year. Legislative requirements regarding the use of a contract workforce may not allow us to achieve the maximum revenue possible. There is nothing in state law that requires agencies to image records or to use this agency for imaging services if they do image records.

Calculation Type

Cumulative

New Measure

No

Desired Performance

Higher than target

Priority / Key Measure

Medium / No

Total Revenue from Storage Services

Short Definition

This is the total amount of fees billed to customers for the records storage services provided by the agency.

Purpose / Importance

Since this agency's records storage services are on a full cost-recovery basis, the constant tracking and monitoring of revenues and expenses is important to ensure fees are in line with costs. Fees are set to recover all direct and allocable indirect costs in the strategy. Storage services include the physical transfer of paper, microfilm, and electronic record media from state agencies to the secure, environmentally controlled State Records Center; indexing, coding, and shelving of containers; retrieval, delivery and pick-up of records upon request; updating inventory indexes in compliance with changing records retention requirements; and ensuring the proper, final disposition of records, once retention requirement have been met.

Source /


Collection of Data

Databases are used to document the volume of stored records in all formats and fees billed for storage services. The volume of stored records is updated daily and fees billed are calculated monthly.

Method of Calculation

Total fees billed for records storage services as determined by end of month figures.

Data Limitations

Total revenue will vary depending on the volume of records stored by state agencies during a given fiscal year. There is nothing in state law that requires agencies to use this agency's records storage services.

Calculation Type

Cumulative

New Measure

No

Desired Performance

Higher than target

Priority / Key Measure

Medium / No

Strategy C.1.1 Efficiency Measures

Imaging services production revenue per FTE

Short Definition

This is a calculation of the total annual production revenue per FTE in the agency's imaging services operations.

Purpose / Importance

This measure is important because when the revenue per FTE declines, it indicates problems such as lower worker productivity, incorrect bidding of jobs, or an outdated fee structure.

Source /


Collection of Data

FTE data is maintained in a database and updated monthly. Revenue data are maintained in accounting and billing databases and are updated and calculated monthly.

Method of Calculation

Total receipts earned and billed for imaging services during the month divided by the total number of FTEs used in imaging services, both permanent and contract labor.

Data Limitations

Although imaging projects are bid carefully, problems occasionally arise that require the allocation to a project of more permanent FTEs than originally planned without a corresponding increase in revenue.

Calculation Type

Cumulative

New Measure

No

Desired Performance

Higher than target

Priority / Key Measure

Medium / No

Cost per cubic foot stored/maintained

Short Definition

This is the cost to the State Library and Archives Commission to store a cubic foot of hard copy records in the State Records Center.

Purpose / Importance

This is an important measure in that it not only indicates the cost competitiveness of the records storage services, but it indicates the degree to which operating costs are controlled.

Source /


Collection of Data

The total number of cubic feet stored in the State Records Center is the Output Measure C.1.1 (Number of cubic feet stored/maintained). Records center costs are derived from monthly budget summaries and databases. Costs include all direct and allocable indirect costs in the strategy. Calculated monthly.

Method of Calculation

The total number of cubic feet of records stored in the State Records Center at the end of each month is divided by the costs of operating the Center during the month.

Data Limitations

The reported results of this measure are not always within the complete control of the agency. For example, if the volume of records stored/maintained exceeds target due to more agencies storing greater volumes of records, this will reduce the cost per cubic foot but will likely reduce the timeliness and quality of services due to the inability to staff the operation at a level proportionate to the demand for services. Ideally, the cost per cubic foot should remain at or near target, indicating expenses are in line with service levels. A sharp spike up in the targeted unit cost indicates operating costs are inappropriately high for the volume of work. A sharp spike down may indicate the volume of work is exceeding the program's ability to maintain acceptable service levels.

Calculation Type

Cumulative

New Measure

No

Desired Performance

Lower than target

Priority / Key Measure

Medium / No

* Denotes key measure

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Agency Strategic Plan Table of Contents


Appendix E: Report on Customer Service

Page last modified: July 1, 2011