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
ISRC application on behalf
Macao information reference enquiry services
Macao public library visit
Service Quality Index（as of December 31st, 2023）：
| 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 |
Shall submit the completed application form and documents required. |
100% |
|
Library item loan services |
Macao Public Library |
Check-out: 2.5 minutes |
Not applicable to Book Stack |
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% |
|
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 |
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, Wong Ieng Kuan Library and Wong Ieng Kuan Children's Library in Areia Preta Urban Park: 28 567 576 / 28 558 049 / 28 371 642
- Functional Head of Reader Service and Promotion Division for Sir Robert Ho Tung Library, S. Lourenço Library, Ilha Verde Library and Mong Há Library: 28 930 077 / 28 377 117 / 28 930 966
- Functional Head of Reader Service and Promotion Division for 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: 28 259 220 / 28 259 221
- Functional Head of Reader Service and Promotion Division for Taipa Library, Coloane Library and Seac Pai Van Library: 28 261 633 / 28 843 105
- 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