Attachment11_Libraries_R5_DraftSOw.pdf

Attachment 1

PERFORMANCE WORK STATEMENT

Region 5 Library

Information Management Center Services IV (IMCS IV) Contract Contract #: TBD

Task Order # TBD

TASK ORDER PERFORMANCE WORK STATEMENT

June 22, 2016

I. TITLE: Library Services for Region 5

II. PERIOD OF PERFORMANCE

Start Date End Date Base Period: Month Day, Year Month Day, Year Option Period 1: Option Exercise 12 months after Option Exercise Option Period 2: Option Exercise 12 months after Option Exercise Option Period 3: Option Exercise 12 months after Option Exercise Option Period 4: Option Exercise 12 months after Option Exercise

III. KEY EPA PERSONNEL:

Task Order Contracting Officer Representative (TOCOR)

Name: Jessica M. Wheatley Office: Resource Management Division Address: 77 West Jackson Blvd, Chicago, IL 60604 Telephone Number: (312)353-8559 Email: wheatley.jessica@epa.gov

Alternative Task Order Contracting Officer Representative (ATOCOR)

Name: Lynn Calvin Office: Resource Management Division Address: 77 West Jackson Blvd, Chicago, IL 60604 Telephone Number: (312)886-1305 Email: calvin.lynn@epa.gov

IV. AUTHORITIES

a. Legal Authority:

Paperwork Reduction Act of 1995 mailto:wheatley.jessica@epa.gov mailto:calvin.lynn@epa.gov

b. Regulatory Authority:

OMB Circular A-130, Management of Federal Information Resources

c. EPA Documents:

EPA National Library Network Policy (CIO 2170), Procedures and Standards --http://www.epa.gov/libraries/epa-national-library-network-policy-and-procedures

V. TASK ORDER COMPONENTS

1. BACKGROUND

As a member of the EPA National Library Network, the EPA Region 5 Library provides information services to EPA staff and serves as an access point to EPA information for the general public by responding to information requests, conducting demonstrations of Agency databases and related activities. The Library includes a collection of print materials as well as electronic access to a wide variety of information resources, including the EPA Desktop Library, the Online Library System (OLS), and the National Service Center for Environmental Publications (NSCEP) site. As part of the Library’s services, the contract staff also develops and conducts training sessions on electronic information resources, e.g., searching the Internet or the EPA Desktop Library.

Where work is to be performed:

EPA Region 5 77 West Jackson Blvd Chicago, Illinois 60604

Hours:

Monday – Friday 8:30 am – 12:00 pm and 12:30 pm - 3:00 pm

2. PURPOSE

The purpose of this Performance Work Statement (PWS) is to acquire contract support for the operation of the Region 5 Library, provide library services to EPA staff and the public, and participate in activities of the EPA National Library Network to ensure Network communication and resource sharing. Services shall be made available in person as well as electronically via client desktops. Contract support activities may include:

Collection Management and Modernization

Program Management

Web Development and Maintenance

Presentations and Trainings

Customer Service

Management and Administration http://www.epa.gov/libraries/epa-national-library-network-policy-and-procedures

3. SCOPE

This Task Order will require the services described in Section 4, Specific Tasks.

4. SPECIFIC TASKS

Task 1: Collection Management and Modernization (Contract PWS Task 7) The contractor shall develop, maintain, inventory, track, and provide access to the library collection materials in accordance with EPA Library Network policies, procedures, and standard professional practices. Collection materials include books, journals, microfilm, CD-ROMs, other electronic media, documents, and reference materials. The contractor shall develop the library’s collection to support the research programs of EPA.

Subtask 1.1 Circulation of Library Materials (Contract PWS Task 7.3) The contractor shall circulate materials from the library collections, ensuring that materials are loaned according to current policies and procedures and shall track circulation activity for retrieval, statistical analysis and to inform future decision making. The contractor shall maintain statistics on circulated materials as outlined in the EPA Library Usage Statistics procedures and include them in a monthly report to the TOCOR/ATOCOR.

The contractor shall ensure that overdue notices are issued monthly. The overdue notices shall be sent to borrowers’ email addresses. This is currently handled automatically by

OLS.

1.1 DELIVERABLES

1.1.1 Borrower notices issued monthly.

1.1.2 Circulation statistics to be included in monthly report.

ACCEPTANCE CRITERIA

Accurate records will be kept of items in circulation. The system will be maintained and updated in a timely manner to ensure up-to-date records.

Subtask 1.2 Library Collection Development and Lifecycle Management (Contract PWS Task 7.4) In addition, the contractor shall review and analyze current collections and make recommendations to the TOCOR/ATOCOR of additions and deletions from the collection.

Pertinent reference materials that are available at no cost to the Government may be ordered by the contractor. The contractor shall process all new materials. The contractor shall prepare a list of all recommended items for acquisition each March. The contractor shall recommend the addition of new journal titles and recommend the deletion of journal titles from the permanent collection that no longer serve the research needs of EPA staff on an annual basis, depending upon the journal renewal date. The contractor shall maintain electronic usage statistics and shelving statistics on the usage of current subscriptions and provide these to the TOCOR/ATOCOR and EPA National Library Network by the last business day in July as required by EPA Library Network procedures. The contractor shall assist in establishing electronic access to journals as needed.

1.2 DELIVERABLES

1.2.1 Collection recommendations report

1.2.2 Usage statistics report

ACCEPTANCE CRITERIA

Reports shall be complete, accurate and submitted on time.

Subtask 1.3 Library Collection Inventories (Contract PWS 7.5) Per EPA Library Network procedures, one third of the collection shall be inventoried each year. The inventory report shall be due the last business day of July.

1.3 DELIVERABLES

1.3.1 Inventory Report

Report shall be complete, accurate and submitted on time.

Subtask 1.4: Organization of Information Resources and Cataloging (Contract PWS Task 7.6) The contractor shall ensure that all materials in the Region 5 Library collection are accurately and completely cataloged in the EPA Online Library System (OLS).

The OLS is the Agency's national library catalog for holdings in the EPA National Library Network of libraries and contains bibliographic citations for books, EPA and other federal agency technical reports, conference proceedings, indexes, audiovisual materials, maps, journals and a host of other items. OCLC is the source of data for OLS which allows copy cataloging. Original cataloging is needed for items not in the OCLC database.

The contractor shall ensure that cataloging is done in accordance with the EPA National Library Network Cataloging procedures, the Cataloging Standards for EPA Libraries, and general library practice (RDA, Anglo-American Cataloging Rules, OCLC manuals, etc.) The contractor shall catalog all new items according to the guidelines and standards for that resource listed in EPA Library Cataloging Procedures and ensure that they are properly labeled with call numbers. This task may involve original and copy cataloging. The contractor shall modify OCLC records to reflect changes in local holdings, using current agency standards. The contractor shall modify EPA Online Library System (OLS) holdings when needed. Statistics regarding progress on this task shall be reported to TOCOR/ATOCOR monthly.

1.4 DELIVERABLES

1.4.1 Updated OLS database records with additions and modifications.

1.4.2 Cataloged items are labeled with call numbers or shelf location.

1.4.3 Items cataloged to be included in quarterly report.

1.4.4 Monthly report listing cataloging statistics (number of items, type of cataloging, cataloged into which system) for items cataloged.

Library materials are cataloged and organized so that a first-time visitor can locate all materials easily. Cataloging records accurately reflect all holdings of the Region 5 Library. Cataloging records are entered into OCLC in accordance with EPA National Library Network Cataloging Procedures with subject headings.

Documentation is clear, thorough, accurate and up-to-date so that a new contract employee can perform the function.

SUBTASK 1.5: Processing Library Materials for Digitization (Contract PWS Task 7.8)

The EPA National Library Network is engaged in an ongoing project to digitize all EPA publications. Network libraries support this project by performing the following tasks in accordance with the “Digitization Processes for EPA Libraries Procedure”:

a. Identify and prioritize EPA documents in the local collection that need to be digitized.

b. Prepare and ship materials to the digitization contractor.

c. Evaluate materials returned from digitization for accuracy and completeness.

d. Prepare materials for re-shelving as needed, including rebinding, editing catalog records, or labeling.

1.5 DELIVERABLES

1.5.1 Processing of items for digitization

1.5.2 Digitization Report

Processing will not impede digitization process. Report will accurately reflect items prepared for digitization and their in-process status.

TASK 2: Program Management (Contract PWS Task 1)

The Contractor shall provide program management support, including but not limited to the following:

Subtask 2.1 Reporting (Contract PWS Task 1.4) The contractor shall provide monthly reports of Region 5 Library activities and an annual report of Region 5 Library activities. The monthly report will include, but is not limited to, statistics on services as required in individual tasks of this PWS as well as suggestions to improve services and/or streamline procedures. The report will be distributed electronically to the TOCOR/ATOCOR.

2.1 DELIVERABLES

2.1.1 The monthly reports shall be due on the tenth of the following month.

2.1.2 The annual report shall be due on October 31.

2.1.3 The contractor shall also provide ad hoc reports on specific problems, issues and services, as tasked.

ACCEPTANCE CRITERIA

All reports and the Manual are complete, accurate, and submitted on time as reviewed by the TOCOR/ATOCOR.

Subtask: 2.2 Library Network Coordination (Contract PWS Task 1.5) The contractor shall participate in the EPA National Library Network activities to share and disseminate information on topics of interest to Network participants to improve library services. Activities may include teleconferences, workgroups, annual meetings, etc. The contractor shall participate and contribute when appropriate to Library Network activities such as the development of the Core List for an Environmental Reference Collection and the EPA Desktop Library.

2.2 DELIVERABLES

2.2.1 The contractor shall recommend to the TOCCOR/ATOCOR participation in workgroups, conferences and coordination activities.

Contractor attends annual EPA Library Network meeting, participates in EPA Library Network teleconferences and other activities.

TASK 3: Web Development and Maintenance (Contract PWS Task 3) The Contractor shall provide Web Development and Maintenance support including but not limited to the following:

Subtask 3.1: Develop and Maintain Internet and Intranet Websites (Contract PWS 3.1)

The Region 5 Library’s Web presence serves to explain library services and also to provide services electronically direct to the customer. The contractor shall provide content, suggestions, and input to the TOCOR/ATOCOR to assist in the development, organization, and maintenance of the Region 5 Library Intranet site. The contractor shall provide content for the Region 5 Library’s Internet site to the EPA National Library Network (HQ Office of Environmental Information) which maintains the site. The contractor shall recommend, evaluate and, upon agreement with the TOCOR/ATOCOR, implement new electronic services and products in response to user needs, particularly those identified through feedback and surveys and/or to improve the Region 5 Library internal operation.

User statistics/number of hits, pages, served, etc., will be included in the monthly report.

3.1 DELIVERABLES

3.1.1 On an ongoing basis, provide updated information for the Region 5 Library’s Intranet and Internet sites.

3.1.2. Provide a monthly report of updates to the library Web pages.

ACCEPTANCE CRITERIA

Sites conform to all standards published in the EPA Web Guide, to EPA and Regional Product Review guidance, to general industry standards for website design and to Section 508 of the Rehabilitation Act Amendments

TASK 4: Presentations and Trainings (Contract PWS Task 4) All presentations, briefings, training sessions, demonstrations, and educational programs regarding information products, services and databases shall be organized, set-up, and conducted per Agency guidelines. All corresponding materials shall be created and facilitated in accordance with the EPA Communications Stylebook and Agency regulations and policies governing media, or as directed and approved by the TOCOR/ATOCOR.

SUBTASK 4.1: Training (Contract PWS Task 4.2) The Contractor shall develop and offer training as as directed by the TOCOR/ATOCOR. The Contractor shall work with EPA staff to reserve EPA training areas or equipment as necessary. The Contractor shall provide relevant training materials for participants. There shall be a minimum of six (6) events annually. Customer evaluation forms shall be distributed to participants following the training sessions. Results of evaluations shall be submitted to TOCOR/ATOCOR within two (2) weeks of training event.

4.1 DELIVERABLES

4.1.1 Training sessions

4.1.2 Customer feedback report due as training occurs

Training sessions receive at least 85% overall satisfaction rate on customer evaluation surveys.

Subtask 4.2 Presentations, Outreach and Promotions (Contract PWS Task 4.1) The contractor shall develop and implement activities to improve client awareness of information services, to promote the availability of EPA/Region 5 information products and services, and to define user needs. Contractor shall develop and, upon TOCOR/ATOCOR approval, implement a plan to market and promote the Region 5 Library and its information services through outreach and through enhancement of the Region 5 Library’s Internet and Intranet sites. The contractor shall assist in the preparation of outreach that highlights various services and special collections and other library services. The contractor shall prepare and present briefings on library products, services or activities, and prepare and present training sessions in the use of library information products and services. The contractor shall produce various types of publications to inform users about the services and products available as well as about current environmental information and issues.

Evaluation forms shall be provided to attendees of any training provided by the contractor.

Responses shall be presented to the TOCOR/ATOCOR.

4.2 DELIVERABLES

4.2.1 Marketing plan due 60 days from issuance of task order.

4.2.2 A minimum of six (6) events or products library briefings, brochures, pamphlets, etc. annually.

Any products developed for distribution (fact sheets, brochures, etc.) shall be reviewed by the TOCOR/ATOCOR for conformance to Agency/Regional Product Review standards and for completeness, currency, and attractive presentation.

Contractor shall provide documentation of user satisfaction feedback. Marketing plan will list, as a minimum, the Region 5 Library’s target customer group(s), suggested activities, and a timeline.

TASK 5: Customer Service (Contract PWS Task 5) The Contractor shall resolve routine client requests or issues within one (1) business day unless otherwise directed by the TOCOR/ATOCOR. The Contractor shall immediately report issues to the TOCOR/ATOCOR if interpretation of EPA policy is required. The Contractor shall treat customers in a professional and courteous manner as their requests are facilitated according to TO-defined protocol.

Subtask 5.1: Interlibrary Loan and Document Delivery (Contract PWS Task 5.5) The contractor shall provide Interlibrary Loan (ILL) support services using American Library Association/ILL procedures and guidelines. ILL service provides the capability to lend and borrow material to or from the EPA National Library Network libraries or other Federal, academic and special libraries, and quickly make it available to EPA staff. The contractor shall maintain accurate records in accordance with existing copyright laws, and shall retrieve ILL materials from customers in time to adhere to all ILL loan periods, and make every attempt to ensure EPA materials are promptly returned from other libraries. The contractor shall adhere to EPA Library Network Interlibrary Loan/Document Delivery Procedures.

5.1 DELIVERABLES

5.1.1. Provide a monthly report of ILL service provided for Region 5 staff.

5.1.2. Provide a monthly report of ILL requests from other libraries, including items filled and unfilled.

All ILL lending requests will be handled within three (3) days. All ILL borrowing requests will be searched and initiated within three (3) working days under normal circumstances. Reports shall be provided within required due dates, and shall be concisely written and factually correct. Performance will be determined through the monthly reports and customer feedback.

Subtask 5.2: Onsite Operations (Contract PWS Task 5.1) The contractor shall provide access to the onsite location during the library’s regular operating hours of 8:30 a.m. and 3:00 p.m., Monday through Friday, closing one half-hour for lunch, for onsite employees and the public. The contractor shall maintain the library in a manner that ensures that it is neat and orderly at all times. The contractor shall ensure that library equipment is maintained in good working order and shall notify the TOCOR/ATOCOR immediately when any equipment breakdown occurs or when equipment issues will affect the Library's ability to provide services.

5.2 DELIVERABLES

5.2.1. Neatly organized and displayed library space.

5.2.2. Equipment is maintained in an operable condition as much as practicable.

5.2.3. Annual equipment inventory provided to TOCOR/ATOCOR.

ACCEPTANCE CRITERIA

The contractor shall ensure that the library is neat and orderly and in operation during the above stated hours.

SUBTASK 5.3: Reference and Research Support Services (Contract PWS Task 5.6) The Contractor shall provide reference assistance and research support on environmental topics and program issues. The Contractor shall not interpret Agency policy or answer questions concerning technical or policy issues. Upon collection of data, the Contractor shall synthesize the information for use by the customer. The Contractor shall answer requests for brief facts or simple data within specified policy and turn-around times and/or deadlines. The Contractor shall provide in-depth research support on environmental topics, policies and program issues in accordance with the Agency’s mission and guidelines. The Contractor shall provide reference/research assistance to other libraries, organizations and information centers, both EPA and external.

5.3 DELIVERABLES

5.3.1 Reference and Research Support

5.3.2 Monthly Reference and Research Support Report

ACCEPTANCE CRITERIA

Reference and Research Support services meet customer deadlines and results are deemed relevant to customer. Monthly report is timely, accurate and thorough.

SUBTASK 5.4: Customer Service Request Tracking (Contract PWS Task 5.3) All customer service requests shall be tracked, synthesized and made readily available for reporting requirements as specified by TO requirements.

5.4 DELIVERABLES

5.4.1 Customer Service Statistics in Monthly Report

5.4.2 Customer Service Statistics in EPA Library Network Statistical Spreadsheet

ACCEPTANCE CRITERIA

All statistical reports are thorough, accurate and submitted on time.

SUBTASK 5.5: Customer Service Feedback (Contract PWS Task 5.4) The Library Network Customer Service Feedback Form link shall be distributed to internal customers in responses to service requests. The TOCOR/ATOCOR will receive feedback results from the Network Coordination Team. At the request of the TOCOR/ATOCOR, the contractor shall address issues that arise in the feedback results.

5.5 DELIVERABLES

5.5.1 Customer Service Feedback link sent to internal customers

ACCEPTANCE CRITERIA

Feedback form link is sent to all internal customers

TASK 6: Management and Administration (Contract PWS Task 2)

Subtask 6.1 Annually Revise and Review Standard Operating Procedures (SOPs), Manuals and Guides (Contract PWS Task 2.1)

The contractor shall develop and maintain all necessary documentation for work processes and procedures. A procedures manual will be maintained and updated on an ongoing basis. The procedures manual shall include the EPA National Library Network policy and procedures, along with local procedures for the Region 5 Library. The contractor shall routinely review work processes and procedures to ensure that they are current relevant, and reflect best practices. The procedures manual will be updated at least annually.

6.1 DELIVERABLES

6.1.1 Region 5 Library Procedures Manual

Procedures Manual is thorough, accurate, professionally written, and completed on time.

5. SPECIAL TECHNICAL REQUIREMENTS

5.1 Writing Standards

All written products or deliverables shall correspond with a minimum 8th grade reading/writing level following the Associated Press Stylebook and EPA Writing Guide. All statistical and other technical terminology shall not be used without providing a glossary of terms.

5.2 FOIA Requests

The National FOIA Office assigns incoming FOIA requests to the appropriate program office.

Any FOIA request directed to the program office shall be responded to as directed. The contractor may be requested to provide support for incoming FOIA requests.

5.3 Personnel

5.3.1 Program Manager Responsibility and Availability

The Contractor Program Manager shall be responsible for the day-to-day operations of their respective TO duties. This includes supervision, quality control, and interaction with the TOCOR/ATOCOR and customers. The Program Manager shall designate a stand-in Program Manager in the event that he/she is not available during normal business hours.

The stand-in Program Manager shall be available to assist on all contractual matters, as directed by the TOCOR/ATOCOR.

5.3.2 Collaboration with other Contractors

The Contractor is responsible for recommending the periodic use of subcontractors when specialized assistance is needed to meet TO requirements. Any subcontracting work requires prior approval from the CO. The Contractor shall work cooperatively and collaboratively with subcontractors that are selected to operate TO specific tasks. The Contractor shall report to the TOCOR/ATOCOR any issues that arise from collaborating with subcontractors.

5.4 Knowledge and Training

5.4.1 Knowledge

The Contractor shall be knowledgeable of the information lifecycle processes and understand how to manage information and records derived from multiple sources (potentially including mobile devices and Web interfaces) in a variety of formats (e.g. data, paper documents, electronic documents, audio, social business, video, microfiche, and microfilm). The Contractor shall have experience in both information intake (i.e. capturing, managing, preserving, and storing) and output (i.e. making it accessible and/or delivering it to the customers in a quick and efficient manner). The Contractor shall also be required to develop a working level understanding of hardware and software used on their TO, be capable of cooperating with EPA specialists to offer litigation and FOIA support, and demonstrate a general understanding of relevant EPA and federal regulations and policies.

5.4.2 Training/ Technical Competency

The Contractor shall ensure that all contract staff complete EPA required trainings and provide the documentation to the TOCOR/ATOCOR. The Contractor shall also complete the necessary trainings required by the TO subject area.

Required EPA training includes, but is not limited to:

Information Security Awareness

5.5 Certifications

5.5.3 Libraries: Required Certifications

Each Network library shall be staffed by at least one experienced, professional librarian with a Master’s degree in Library and/or Information Science, unless a prior exemption is granted.

5.6 Background Investigations

The Contractor shall comply with EPA's Personnel Security in all steps to accomplish background investigations. All Contractor staff must pass background checks before commencing work on this contract.

5.7 Telework

Teleworking privileges shall be granted under special circumstances. The Contractor shall submit a list of all staff that wish to telework for TOCOR/ATOCOR approval. The Contractor shall ensure that all Contractor staff have submitted the appropriate documentation for telework privileges.

6. TRAVEL

The Contractor may be required to travel to other offices, relevant conferences, or EPA sponsored training as directed by the TOCOR/ATOCOR.

7. GOVERNMENT ACCEPTANCE PERIOD

The TOCOR/ATOCOR will review deliverables and/or performance prior to acceptance. The criteria for acceptance will be provided in the Task Order Performance Work Statement. The TOCOR/ATOCOR will have the right to reject or require correction of any deficiencies found in the deliverables that do not meet the requirements of the Task Order Performance Work Statement or the Contractor’s accepted proposal for each task order. In the event of a rejected deliverable, the Contractor will be notified in writing by the TOCOR/ATOCOR of the specific reasons for rejection and provided instructions for correction and resubmission.

8. MANAGEMENT CONTROLS

The following management controls are intended to ensure that Agency officials remain accountable, retain control over the Contractor’s services do not place EPA in a vulnerable position. The TOCOR/ATOCOR is responsible for assuring compliance.

The TOCOR/ATOCOR will monitor the deliverable schedule and review the deliverables to ensure that the content and quality are responsive to the requirements of the PWS. Under this contract, the TOCOR/ATOCOR may not provide technical direction to the Contractor which would affect the overall scope of the contract or TO or the level of effort without consulting with the contract COR (if applicable) and CO. Technical communication between the TOCOR/ATOCOR and Contractor for the purpose of clarification or preliminary advisement of issues or problems is permissible. Deliverables will be requested through technical direction.

The Contractor shall submit all deliverables and documents for publication to the TOCOR/ATOCOR prior to public release, if applicable.

Contractors shall clearly identify themselves as an EPA contractor when acting in fulfillment of this contract. While working onsite or meeting with federal employees, contractors shall wear or display government issued identification designating them as such. Contractors shall be excluded from sensitive Agency discussions related to policy, enforcement, legal matters, and procurements.

EPA shall be mentioned as the funding source in publications and other distributed final work products that arise from this contract.

9. QUALITY ASSURANCE

Quality assurance for services and/or supplies shall be conducted in accordance with the Contractor’s existing quality assurance processes prior to tender of deliverables for Government review and acceptance.

10. QUALITY ASSURANCE SURVEILLANCE PLAN

In order to ensure the quality of work performed under this Task Order, EPA will use a Quality Assurance Surveillance Plan (QASP).

11. GOVERNMENT ACRONYMS

ATOCOR: Alternate Task Order Contract Officer’s Representative COR: Contracting Officer’s Representative CO: Contracting Officer FOIA: Freedom of Information Act HQ: Headquarters ILL: Interlibrary Loan OCLC: Not an acronym, but a business’ name OLS: Online Library System OEI: Office of Environmental Information PWS: Performance Work Statement QASP: Quality Assurance Surveillance Plan RDA: Resource Description and Access SOP: Standard Operating Procedures TO: Task Order TOCOR: Task Order Contracting Officer’s Representative

8. SCHEDULE OF DELIVERABLES

Task Description Frequency/Deadline

1.1.1 Borrower Notices Monthly

1.1.2 Circulation Statistics Monthly

1.2.1 Collection Recommendations Annually - March

1.2.2 Usage Statistics Annually - July

1.3.1 Inventory Report Annually - July

1.4.1 OLS Updating Ongoing

1.4.2 Items Made Shelf Ready Ongoing

1.4.3 Cataloging Report Quarterly

1.4.4 Cataloging Report Monthly

1.5.1 Digitization Processing Ongoing

1.5.2 Digitization Report Monthly

2.1.1 Monthly Report Monthly

2.1.2 Annual Report Annually – Oct 31

2.1.3 Ad hoc Reports As Needed

2.2.1 Library Network Participation Ongoing

3.1.1 Intranet/Internet Updates Ongoing

3.1.2 Web Update Report Monthly

4.1.1 Training Sessions Ongoing (6+/year)

4.1.2 Training Customer Evaluation Report Ongoing

4.2.1 Marketing Plan Annually – 60 days post

award and post option renewal

4.2.2 Outreach/Promotions Products Ongoing (6+/year)

5.1.1 ILL Report Monthly

5.1.2 ILL Request Report Monthly

5.2.1 Keep Library Space Clean Ongoing

5.2.2 Keep Equipment in Working Order Ongoing

5.2.3 Equipment Inventory Annually

5.3.1 Reference/Research Support Ongoing

5.3.2 Reference/Research Report Monthly

5.4.1 Customer Service Report Monthly

5.4.2 Library Network Customer Service Statistics Monthly

5.5.1 Customer Feedback link sent to internal customers Ongoing

6.1.1 Region 5 Library Procedures Manual Annually