NATIONAL LIBRARY BOARD’S BUSINESS EXCELLENCE JOURNEY DR NARINDER KAUR CHIEF OF ORGANISATION EXCELLENCE 1 Restricted NLB’S VISION AND MISSION Vision Readers for Life Learning Communities Knowledgeable Nation Mission We make knowledge come alive, spark imagination and create possibilities 2 Restricted NLB’S KEY DOMAINS <Name of Presenter> <Designation> Public <DepartmentLibraries / Division> National Library National Archives • Network of 26 Public Libraries • Preserving Singapore’s Print and Literary • Custodian of Singapore’s Collective Memory <Date Month Year> • Reading Programmes and Initiatives Heritage, and Intellectual memory • Responsible for Collection, Preservation and • Programmes and Exhibitions targeted at • Reference Collections Management of Singapore’s Public and Private Singapore communities • Legal Deposit (including electronic) Archival Records • Promotes Public Interest in our Nation’s History and Heritage WHAT: Promote reading and learning through WHAT: Reference & Research, legal deposit WHAT: Keeper of records of national or historical engaging public library services WHERE: L7-L13, NL Building significance. WHERE: 26 Public Libraries COLLECTION: Nation’s published heritage & WHERE: Archives Reading Room at the National COLLECTION: Children, Young People, Adults Reference Archives Building, Former Ford Factory COLLECTION: Significant records & Reference 3 Restricted HOW THE BUSINESS EXCELLENCE FRAMEWORK HELPS 4 Restricted 4 BUSINESS EXCELLENCE FRAMEWORK 5 Restricted SPURRING US TO LEAD IN THE INTERNATIONAL LIBRARY COMMUNITY 6 Restricted 6 Small in size but big in influence • NLB has helmed one of the three prestigious International Federation of Library Associations (IFLA) Regional Offices for the past 13 years amid intense competition from neighbouring Thought Leader nations of the industry respected in the international library and archives communities MS TAY AI CHENG MRS ELAINE NG DCE & CHIELF LIBRARIAN CEO • Mentor, Dushu Lake Library Service Development • NLB leads 62 countries in the Asia-Oceania Region, providing vital • Member, Advisory Panel on literacy, Library of Congress International • Member, CONSAL Board • Member, HR & Establishment Committee, Qatar • Chair, IFLA Metropolitan Libraries Section (2015-2017) expert advise, consultancies and technical assistances National Library • 20 NLB management and Staff represented in 30 international library and archives committees, shaping the development of international library world • NLB hosted the IFLA World Library and Information Congress (WLIC) in 2013, attracting over 3,500 delegates from 120 countries, and regarded as one of the largest and the best in satisfactory rating 7 Restricted A TRUSTED BRAND WITH SERVICES ADOPTED BY INTERNATIONAL LIBRARIES • 13 International libraries have engaged NLB’s consultancy services on library planning, and development projects. Andhra Pradesh, India is a new upcoming international consultancy project. • NLB’s services on community engagement, corporate and library operations practices adopted by 7 international libraries INDIA SAUDI USA MALAYSIA Nalanda ARABIA NEW YORK Sutera Mall CHINA Conservation • Sino-Singapore Tianjin university’s King Fahad Queens Library NLB’s techniques Eco-City Administrative library Public Library materials project Library Return To processin Committee Other g model • Nanjing University Finance and Branch UNITED ARAB EMIRATES Science & Technology THAILAND library Services • Dubai Public Library operation Library • Thai creative and design Molly Bus • Abu Dhabi Authority for practices • Weifang City Public centre library Services Culture and Heritage Library • Thailand Knowledge Park Singapore • Mohammed Bin Rashid Al • Sripatum University Memory Maktoum Foundation Project Queens Library sought NLB’s What the Management and Staff of Tianjin Eco-City Library assistance on RFID expertise have learnt from NLB 8 Restricted A CRUCIAL PARTNER FOR THE SINGAPORE’S INTERNATIONAL DIPLOMACY • SG50 books selected by NLB played an important role in international diplomacy 16 MOUs signed with various countries Best practices shared: National Library of China, (From left): Mr Han Yong Jing, • Skills and knowledge transfer President of National Library of China; President Tony Tan and • Operational workings on Mrs Mary Tan interlibrary loans, document delivery and other information • US State Department asked retrieval arrangements • Provision of digital services NLB to be a partner to promote digital content and 37 embassies from various countries digital access to the region collaborated with NLB 25 reading corners were set up by NLB internationally Protecting Singapore’s 148 international organisations visited sovereignty NLB from April 2012- March 2018 through Archive’s research on the Pedra Branca case 9 Restricted A TREND SETTER FOR INTERNATIONAL LIBRARY innovator International awards for NLB’s Mobile App innovation technological technological a leader inleader a of library experiences champion of of champion innovation social • First in Asia to develop OneSearch for Global Users • World’s First Green Children’s Library Singapore’s libraries are some of the best in the world – the wide selection of media, My Treehouse@Central Public Library captivating programming, the smart uses of technology, the convenience of returning • First in the World to have Integrated Digitisation your books at any branch, and the great ambience. Standards for whole of Singapore Public Service • Windows to Singapore at Suzhou library, Please visit the library at BPP (Bukit Panjang Plaza) with your family. There is something for everyone regardless of age. My deepest appreciation to Mrs Elaine Ng, a permanent display of Singapore Collections CEO of NLB, the imaginative and enthusiastic project team for their great work at our • NLB ranks 3rd in WorldCat with records used by library. A special shout out especially for the NLB volunteers who do this out of the 72,000 libraries from 170 countries goodness of their hearts. Dr Vivian Balakrishnan • Trained 150 regional librarians and repurposed Minister for Foreign Affairs, Singapore, at the opening of BPPL in 2017 293,000 books to libraries in the region through Words on Wheels project 10 Restricted ALL THESE WILL NOT BE POSSIBLE WITHOUT THE CAPABLE LEADERSHIP “Elaine is a visionary leader, always identify possibility for Leaders engage to Leaders demonstrate others, and does not allow her improve Employee Service Excellence Experience staff and partners to give up & Innovation early…” MP Mdm Denise Phua, President of Autism Resource Centre • Strong engagement • Lead innovation and efforts change • Facilitate open • Demonstrate communications relentless pursuit of • Encourage teamwork service excellence • Engagement sessions • A trusted brand both increased by 25% (from internationally and 2015 to 2017) locally 11 Restricted DRIVING US TO OBTAIN EXCELLENT AND SUSTAINABLE CUSTOMER RESULTS 12 Restricted 12 LEADING CUSTOMER SERVICE AGENCY IN THE SINGAPORE PUBLIC SERVICE Customer Satisfaction Index of Singapore, CSISG. • NLB’s scores for satisfaction were consistently higher than the public sector score, despite the dip in 2014, when there was an overall slide in perception of service levels across the government sector. • NLB’s scores are consistently above the public sector score for the last 6 years. • NLB was ranked as no 1 for 4 years – in 2016, 2013, 2012 and 2011. • The scoring can be referenced to the American Customer Satisfaction Index for the Federal Government, which was 68.0 in 2016. CSISG : Trust CSISG : Satisfaction 78 78 75.8 75.8 76.3 75.7 76 76 73.6 74 72.8 72.0 74 72.1 71.3 71.4 71.4 71.7 72 70.4 72 70 68.6 68.9 69.0 70 68.2 68.1 68 67.4 65.9 68 65.2 65.6 66 66 65.3 63.8 64 64 62 62 60 60 2011 2012 2013 2014 2015 2016 2011 2012 2013 2014 2015 2016 Restricted Trust : Public Sector Trust : NLB 13 Satisfaction : Public Sector Satisfaction : NLB OUR CUSTOMERS VALUE OUR SERVICES REVERSE PHYSICAL VISITORSHIP DROP AND IMPROVING OVERALL VISITORSHIP BY DIGITAL MEANS Overall Visitorship (in millions) (Physical + Digital) Total: Total: 45.0 Total: 50 44.0 Total: Total: 41.8 Total: 40.7 Total: 40.8 45 39.2 39.2 40 35 25.5 26.5 30 26.1 26.1 27.3 25.7 25 28.7 20 15 10 18.5 18.5 15.7 13.4 13.5 14.7 5 10.5 0 FY12 FY13 FY14 FY15 FY16 FY17 FY18 Target Digital Visitorship (in millions) Physical Visitorship (in millions) 14 Restricted BUILDING SPACES THAT CUSTOMERS WANT LIBRARIES WHICH REOPENED AFTER THE REVAMP SAW A 30% INCREASE IN LOANS AND VISITORSHIP <Name of Presenter> <Designation> <Department / Division> <Date Month Year> Seng Kang Public Library (reopened Bukit Panjang Public Library Tampines Regional Library (reopened March 2017) (reopened July 2017) It’s unique August 2017) S.T.E.A.M.* Programmes were immersive Storytelling Room allows In collaboration with IMDA, NLB offers introduced to Tweens to encourage storytellers to enhance storytelling Tech Clinics for Seniors to ensure that young minds to try their hands on sessions and better captivate as Singapore becomes more digitally robotics and video gaming. children through the use of ready, no one gets left behind. technology. 15 Restricted WE HAVE STRATEGIES THAT HELP US TO TRANSFORM 16 Restricted 16 TRANSFORMING THE TRADITIONAL ROLE OF THE LIBRARY • In 2011, NLB was still very much managing physical libraries only • But NLB has expanded the conventional scope of physical libraries • First it provides more digital offerings for all readers in Singapore • Then it has become a hub for knowledge building in