Toronto Public Library is the busiest urban public library system in the world.

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1 Board Report Key Performance Indicators 1 RANKING & SATISFACTION Toronto Public Library is the busiest urban public library system in the world. # 1 Worldwide * Circulation per capita Visits per capita (#3 Total Circulation and Total Visits per capita) * Serving a population over 1.5 million (213) # 1 North America * Total Circulation Circulation per capita Total Visits Visits per capita * Serving a population over 2 million () # 1 Canada * Total Circulation Total Visits (#2 Visits per capita #6 Circulation per capita) * Serving a population over 5, () Well-Used Torontonians use their libraries in large numbers. 7% of Torontonians used the library in 1 in 5 Torontonians visit a library branch at least once a week Very Satisfied 39% 56% Satisfied Responsive : 95% Library customers are overwhelmingly satisfied with the Toronto Public Library. Very Satisfied 53% 41% Satisfied Helpful : 94% Customers are pleased with the level of assistance from library staff. Very Satisfied 44% 45% Satisfied Welcoming : 89% Library customers overwhelmingly agree that libraries offer an attractive environment. Strongly Agree 77% Valued : 92% Public libraries are an important resource for Toronto s communities. 15% Agree

2 Board Report Key Performance Indicators 2 TOTAL USE The increase in total use was driven by virtual visits, electronic circulation and wireless use. Information requests and in-library use of material declined as more services are delivered electronically. Electronic reference requests.2% 1.4 million 12.1 million Electronic reference requests Program attendance Program attendance 1% Licensed database searches 1.5% Standard reference requests 2% Licensed database searches Wireless use 3% Electronic circulation 4% Standard reference requests Wireless use In-library use 6% Workstation user sessions 7% Electronic circulation Visits 18% In-library use Workstation user sessions Circulation 28% Visits Circulation Virtual visits Virtual visits 31%

3 Board Report Key Performance Indicators 3 CIRCULATION Overall circulation in remained relatively stable, with significant increases in the use of e-content, offset by moderate declines in physical circulation and more significant declines in the use of multilingual materials. Total circulation Physical circulation Electronic circulation 32,34,795 32,55, % 28,546,543 28,11, % 3,488,252 4,395, % (Projection) 32,839, % (Projection) 27,523, % (Projection) 5,316, % 3,, million items - total circulation ( projection) million items - physical circulation ( projection) 2,, 1,, 5.32 million items - electronic circulation ( projection) Circulation Change Projections - Change Physical 32,66,71 32,728,959 3,958,696 3,39,56 28,546,543 28,11,36-1.5% 27,523, % Electronic 257, ,276 1,73,34 2,15,515 3,488,252 4,395, % 5,316,96 2.9% Total 32,324,416 33,252,235 32,32,36 32,145,21 32,34,795 32,55, % 32,839,522 1.%

4 Board Report Key Performance Indicators 4 VISITS TPL saw modest increases to its overall visits, with steady increases in virtual visits and relatively stable in-branch visits over. Library branches saw increased popularity among youth ages and young adults ages 2-34 who study, work and access technology in branches across the city. Total visits Virtual visits In-branch visits 48,32,7 49,41, % 29,966,97 31,248, % 18,335,91 18,153,58 1. % (Projection) 51,564, % (Projection) 33,37, % (Projection) 18,526, % 6,, 5,, 4,, 3,, 2,, million total visits ( projection) 33.4 million virtual visits ( projection) million in-branch visits ( projection) 1,, Visits Change Projections - Change Virtual visits 27,3,433 23,43,526 25,951,43 26,794,138 29,966,97 31,248, % 33,37, % In-branch visits 18,352,21 19,64,857 18,872,588 18,485,372 18,335,91 18,153,58-1.% 18,526, % Total 45,355,643 42,468,383 44,824,18 45,279,51 48,32,7 49,41, % 51,564,47 4.4%

5 Board Report Key Performance Indicators 5 PROGRAMMING Increases in programming attendance and number of programs delivered were driven by the increased popularity of TPL s literary and cultural programming; increases in children s programs delivered; and new technology, innovation and education programs offered. Program attendance Total number of programs 85,86 925, % 33,81 37,8 9.7 % (Projection) 953,18 3 % (Projection) 38,563 4 % 1,, 8, 953,18 attending ( projection) 6, 4, 2, ,563 programs ( projection) Visits Change Projections - Change Attendance 791, , ,534 88,121 85,86 925, % 953,18 3% # of programs 28,76 31,84 28,75 3,921 33,81 37,8 9.7% 38,563 4%

6 Board Report Key Performance Indicators 6 TECHNOLOGY Increased use of workstations and wireless sessions reflects Torontonians growing need for access to computers, software and bandwidth for success in school, work, and lifelong learning. Wireless sessions Workstation users 2,328,664 3,227, % 6,537,26 6,692, % (Projection) 3,486, % (Projection) 6,73,763.6 % 4,, 6,8, 3.49 million wireless sessions ( projection) 6.73 million workstation users ( projection) 3,, 2,, 1,, 6.6 million 6.4 million 6.2 million 6 million 5.8 million 5.6 million Technology Change Projections - Change Wireless sessions 1,493,299 1,86,662 2,328,664 3,227, % 3,486,243 8.% Workstation users 6,138,17 6,465,726 6,537,26 6,692,49 2.4% 6,73,763.6%

7 Board Report Key Performance Indicators 7 ONLINE ENGAGEMENT & OUTREACH Use of online engagement channels is expected to increase as more services, including information services, are delivered through TPL s digital channels. 4, 3, 4, 3, 4, 3, 16, 12, 2, 2, 2, 8, 1, projections 1, 1, 4, projections projections projections Online engagement & outreach - Change Projections - Change Facebook followers 24,514 3, % 38, 22.7% Twitter followers 26,268 32, % 4, 22.4% YouTube views 184,82 258,8 39.6% 35, 35.7% Enewsletter subscribers 1,665 12, % 14,5 17.4%

8 Board Report Key Performance Indicators 8 LIBRARY MEMBERSHIP Overall, new registrations remained relatively stable, with declines in adult and child membership offset by increases in teen membership. 19.8% 19.3% 19.2% New registrations 5.9% 6.4% 6.5% 74.2% 74.3% 74.3% 16, 155,426 new registrations ( projection) 12, 115,519 adult registrations ( projection) 8, 4, ,859 child registrations ( projection) 1,47 teen registrations ( projection) Membership Change Projections - Change New registrations 168, , ,31 145, ,41 151, % 155, % Child 36,871 36,278 29,52 31,114 3,358 29, % 29,859 2.% Teen 9,913 1,175 8,254 9,267 9,78 9, % 1,47 4.% Adult 122, ,21 14,4 14, ,65 112,482-1.% 115, %