Performance Pledge

Performance Pledge of Macao Public Library

Mission

Providing Equal Access to Reading and Learning Resources for All
Preserving and Passing on Local Culture and Historical Documents
Promoting Lifelong Learning and Community Knowledge Sharing
Supporting Education, Research, and Information Access
Building a Friendly and Open Public Cultural Space
Establishing Global Identification Codes for Local Publications
Promoting Local Publishing Circulation and Data Management Standardization

Service Items

Public Library Services
- Library Card Application Procedures
- Borrowing and Returning Procedures
- Photocopying Procedures for Library Materials
- Procedures for Macao Information Reference Enquiry Service
- Visits and Guided Tours to the Libraries of the Cultural Affairs Bureau
Application for International Standard Book Number (ISBN)
Assistance with Applications for International Standard Recording Code (ISRC)

Service Quality Index

Service Items	Processing Time (including waiting time)	Planned Target Achievement Rate for 2026	Actual Achievement Rate in 2025
Library Card Application Procedures	The first-time application for a Library Card (including waiting time) will be processed and a response issued within 10 minutes upon receipt of a complete set of application documents	100%	100%
	By accessing the "Macao One Account" through the Library’s website or mobile application, users can fill in the required information and submit their application, which will then be processed automatically and the result will be issued immediately *	100%	100%
	Renewal applications for a Library Card (including waiting time) will be processed and a response issued within 8 minutes upon receipt of a complete set of application documents	100%	100%
	Procedures for reporting the loss of a Library Card (including waiting time) will be completed within 8 minutes	100%	100%
	Replacement procedures for a Library Card (including waiting time) will be completed within 8 minutes upon receipt of a complete set of application documents	100%	100%
Borrowing and Returning Procedures	Borrowing procedures for library materials (including waiting time) will be completed within 2.5 minutes	100%	100%
	Renewal procedures for library materials (including waiting time) will be completed within 2.5 minutes	100%	100%
	Returning procedures for library materials (including waiting time) will be completed within 2.5 minutes	100%	100%
	Procedures for reporting the loss of library materials (including waiting time) will be completed within 5 minutes	100%	100%
Photocopying Procedures for Library Materials	Photocopying requests for library materials will be completed within 5 minutes upon receipt of the application (in special circumstances, processing may require 1 to 2 working days)	100%	100%
Procedures for Macao Information Reference Enquiry Service	A definitive response to Macao information reference enquiry service will be issued within 5 working days	100%	100%
Visits and Guided Tours to the Libraries of the Cultural Affairs Bureau	Applications to visit the libraries of the Cultural Affairs Bureau will be processed and a response issued within 3 working days upon receipt of a complete set of application documents	100%	100%
Application for International Standard Book Number (ISBN)	Applications for International Standard Book Number (ISBN) will be processed and a response issued within 3 working days	95%	100%
Assistance with Applications for International Standard Recording Code (ISRC)	Required documents will be sent to the ISRC Agency in the UK within 3 working days, and upon receipt of the assigned codes, the information will be communicated to the applicant within 3 working days	95%	100%

* This item was newly added in September 2025.

Supervision

The Macao Public Library has established a “Performance Pledge Program” Working Group, with the Head of Department of Public Library Management of the Cultural Affairs Bureau serving as the Chairperson for Oversight, responsible for coordinating and overseeing related work. The Working Group will continue to monitor various service indicators, strive to improve service quality, and ensure that the commitments made by the Library are fully implemented.

In addition, the Working Group will regularly solicit feedback from users of the Library’s services, using it as an important reference for service optimization to respond to the expectations and needs of the public.

Suggestions & Complaints

We sincerely welcome all readers to share their valuable opinions and suggestions; your feedback is an important driving force for our continuous service improvement.

Readers may submit suggestions or complaints through the following channels:

Public Library of the Cultural Affairs Bureau：
- Feedback form (collection boxes and forms are placed at the entrance of libraries or reader service desk)
- Email: inf.bp@icm.gov.mo
- Under "Opinions and recommendations" of library website: https://www.library.gov.mo/en/service-guide/opinion
- Telephone：
  - Macao Central Library, Library in Ho Yin Garden, Wong Ieng Kuan Library and Wong Ieng Kuan Children's Library in Areia Preta Urban Park:
    (853) 2856 7576 / 2855 8049 / 2837 1642
  - Sir Robert Ho Tung Library, S. Lourenço Library, Bairro da Ilha Verde Library and Mong Há Library:
    (853) 2837 7117 / 2893 0077 / 2893 0966
  - Patane Library, Red Market Library, Wong Ieng Kuan Library Library in Luis de Camões Garden and Wong Ieng Kuan Library in Dr. Sun Yat-Sen Municipal Park:
    (853) 2825 9220 / 2825 9221
  - Taipa Library, Coloane Library and Seac Pai Van Library:
    (853) 2884 3105 / 2884 3172
- Fax: (853) 2831 4456
- Mail: Department of Public Library Management of the Cultural Affairs Bureau, Largo de Santo Agostinho, No.3, Macao.
Macao ISBN Agency：
- Telephone: (853) 8598 6600 / 8598 6660
- Fax: (853) 2893 2511
- Email: isbn@icm.gov.mo