Enhance the Customer Experience:

RCPL customers will have useful, usable and enjoyable library experiences.

Goal 1. Evaluate and improve the customer experience at each  “touch-point” (facility, Web site, phone, etc.)
Outcomes:
- Our facilities will be preferred destinations and points of pride for the communities they serve.
- Our customer service will consistently exceed expectations—at every level and at all locations.
Goal 2. Provide ongoing opportunities for customers to have a voice in services and the direction of the library.
Outcomes:
- Customers will receive quick acknowledgement and feedback on their suggestions.
- Our customers will be recognized as valued contributors to our Web site.

Engage our Team: 

All RCPL staff will live our values and be empowered advocates for the customer.

Goal 1. Expect and encourage staff to use and develop specialized skills – to be “superstars” of the library.
Outcome:
- RCPL staff will be valued community assets known and respected for their talents and expertise.
Goal 2. Develop and secure the most progressive and sought-after staff of any library.
Outcomes:
- All staff will have access to useful and timely training opportunities.
- Good ideas, solutions to problems and new services will come from all organizational levels.
Goal 3. Create a performance management system that evaluates and celebrates
employees’ contributions to the strategic plan and demonstration of our values.
Outcomes:
- Staff will understand their role in meeting the strategic goals and be evaluated accordingly.
- All staff will know and live RCPL values.

Grow Our Customer Base:

By meeting people where they are, the library will fulfill the information or learning needs of those who have yet to discover or access our services.

Goal 1. Ensure that all children in Richland County will be ready to read when they start kindergarten.
Outcomes:
Parents and care givers in our community have the knowledge, skills and materials to help their children be ready to read.
Goal 2. Support job-seekers looking to expand their skills and gain employment.
Outcome:
- Program participants will report increased confidence and competence in job seeking.
Goal 3. Remove as many barriers to service as possible, making it easier and more convenient to use the library.
Outcomes:
- Increase the number of people who actively use their library cards to access library resources.
- Maximize the customer’s use of existing library resources and investments.