Seniors

Performance Pledge

Performance Pledge of Macao Public Library

Mission

Collect, arrange and store documents.
Disseminate knowledge, offer information and preserve culture.
Enforce the Legal Deposit Regulation in gathering Macao information and literature and encourage relevant research and study.
Assist local publications to accrue international standards.

Services

Library circulation services
ISBN application
ISSN application on behalf
ISRC application on behalf
Macao information reference enquiry services
Macao public library visit

 

Service Quality Index(as of August 31th, 2012)

Service Items Places & Ways to Obtain Service Processing Time
(including waiting time)
Remarks Achievement Rate

Library card application

Macao Public Library

First time application: 10 minutes
Renewal: 8 minutes
Report lost card: 8 minutes
Card replacement: 7 working days

Shall submit the completed application form and documents required. Not applicable to Senado Library

100%

Library item loan services

Macao Public Library

Check-out: 2.5 minutes
Renewal: 2.5 minutes
Return: 2.5 minutesReport loss of library items: 5 minutes

Not applicable to Senado Library

100%

Photocopying

Macao Public Library

Immediate

1-2 working days for special cases
 

100%

ISBN application

International Standard Book Number (ISBN) Agency

(Sir Robert Ho Tung  Library)

3 working days

Counting from the next working day after the submission of completed application form and documents required.

100%

ISSN application on behalf

International Standard Book Number (ISBN) Agency

(Sir Robert Ho Tung  Library)

3 working days

The Agency only handles the application on behalf of ISSN. The processing time is up to the International Serial Data System-ISDS International Centre in Paris, France.

Send all the documents required to the International Serial Data System-ISDS International Centre in Paris, France within  3 working days; and notify the applicant within 3 working days after receiving the notification regarding the allotted ISSN.

100%

ISRC application on behalf

International Standard Book Number (ISBN) Agency

(Sir Robert Ho Tung  Library)

3 working days

The Agency only handles the application on behalf of ISRC. The processing time is up to the secretariat of the International Federation of the Phonographic Industry in London, United Kingdom.

Send all the documents required to the International ISRC Agency in the United Kingdom within 3 working days; and notify the applicant within 3 working days after receiving the notification regarding the allotted ISRC.

100%

Macao information reference enquiry services

Visit in person the reader service desk in Macao

Collection Room at Macao Central Library
Telephone
Email
Fax
Letter
Reader feedback system on Macao Public Library website

5 working days

 

100%

Macao public library visit

Macao Public Library

3 working days

Finish application review and reply. (counting from the date when the application form is received.)

95%

 

Supervision

Macao Public Library has set up a work panel led by the head of the Libraries to carry out the ‘Performance Pledge Programme’. The work panel will closely monitor library services to seek continuous improvement of the service quality, in an effort to ensure the Libraries fulfil its performance pledge. In addition, the panel will regularly invite users to offer service feedback as reference for their future service improvement.

Suggestions & Complaints

Users are welcome to give suggestions. We will respond as soon as possible.

Readers may give suggestions and complaints via the following channels:

  • Feedback form(collection boxes and forms are placed at the entrance of libraries or reader service desk)
  • Telephone:
    • Functional Head of Reader Service and Promotion Division for Macao Central Library, Library in Ho Yin Garden and Senado Library: 28 567 576 / 28 558 049 / 28 371 642
    • Functional Head of Reader Service and Promotion Division for Sir Robert Ho Tung Library and S. Lourenço Library: 28 930 077 / 28 377 117 / 28 930 966
    • Functional Head of Reader Service and Promotion Division for Ilha Verde Library, Mong Há Library, Wong Ieng Kuan Library in Dr. Sun Yat-Sen, Municipal Park, Wong Ieng Kuan Library and Wong Ieng Kuan Children's Library: 28 225 783 / 28 381 767
    • Functional Head of Reader Service and Promotion Division for Patane Library, Red Market Library and Wong Ieng Kuan Library in Luis de Camões Garden: 28 259 220 / 28 259 221
    • Functional Head of Reader Service and Promotion Division for Taipa Library, Wong Ieng Kuan Library in Taipa and Coloane Library: 28 843 105 / 28 843 172
  • Fax:28 314 456
  • Email:inf.bp@icm.gov.mo
  • Under ‘Opinions and recommendations’ of library website:
  • Website:http://www.library.gov.mo/en/service-guide/opinion
  • For Appointment:Please contact the Head of Reader Service and Promotion Division of appropriate library
  • Mail:Attn:Director of Department of Public Library Management, Largo de Santo Agostinho, No. 3