With 500,000+ card holders and 6.2 million visitors to the Library in 2015 (a 21 percent increase over 2014), borrowing more than 16.1 million physical and digital items, it is imperative that everyone coming through the doors of a Calgary Public Library have a world-class experience. Our goal is 800,000 patrons by the time our New Central Library opens in 2018 and we want to keep them as lifelong readers and Library lovers. So, we’ve reorganized our structures, rethought how collections are presented, and revamped how Library team members prepare themselves for service interactions with our patrons.

Thinking about how a patron would describe the best public library experience in the world, we’re committed to Calgary Public Libraries being: safe, organized, inviting, inspiring, and efficient. In real terms this means visitors to our libraries will be greeted by: welcoming, knowledgeable Library team members; clean, clutter-free libraries; easily accessible services and materials; as well as timely, interesting, and attractive signage and displays. A roving review team, known as the Show Crew, visits libraries regularly to support Library teams in continuously improving the look and feel of libraries and to ensure the patron experience is the very best.

Libraries are wonderfully dynamic, inspiring places; we want every single Calgarian to have that as their experience of their library and to become lifelong readers, Library lovers, and engaged citizens. Entering a welcoming, vibrant, clutter-free library with materials and resources professionally displayed — with patrons in mind — is key to ensuring visitors become active, lifelong patrons. Bringing our five Operational Principles to life has contributed to a five percent growth in patron satisfaction over 2014 (now at 90 percent). An ongoing commitment to the Principles will ensure that patron satisfaction continues to grow as we create even better experiences for our patrons.