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KEY PERFORMANCE INDICATORSJANUARY TO DECEMBER 2020 vs 2019New MembershipsIn-Branch MembershipsOnline Memberships20KNew MembershipsThe number of in-person and onlinememberships createdYTD 2020% Change15K29K-50%10K5K0KQtr 1Qtr 2Qtr 3Qtr 4Qtr 12019Qtr 2Qtr 3Qtr 42020Active Memberships by DateProfileActive MembershipsThe number of active cardholders within thepast 12 months (December 2019 toDecember 2020)YTD 2020281KAdultJuvenile% Change-4%200K0KQtr 1Qtr 2Qtr 32019Qtr 4Qtr 1Qtr 2Qtr 3Qtr 42020/

KEY PERFORMANCE INDICATORSJANUARY TO DECEMBER 2020 vs 2019Total Visits4MTotal VisitsThe number of in-person and EPLwebsite visitsYTD 2020% Change7.6M-38%2M0MQtr 1Qtr 2Qtr 3Qtr 4Qtr 1Qtr 22019Qtr 3Qtr 4Qtr 3Qtr 4Qtr 3Qtr 42020Branch Visits2MIn-Person VisitsThe number of in-person visits to EPL'sbranches1MYTD 2020% Change1.9M-67%0MQtr 1Qtr 2Qtr 3Qtr 4Qtr 1Qtr 220192020Website Visits2MWebsite VisitsThe number of visits to EPL's websiteYTD 2020% Change5.7M-15%1M0MQtr 1Qtr 2Qtr 32019Qtr 4Qtr 1Qtr 22020/

KEY PERFORMANCE INDICATORSJANUARY TO DECEMBER 2020 vs 2019Website Users1.0MWebsite UsersThe number of users visiting EPL'swebsiteYTD 2020% Change2.9M-14%0.5M0.0MQtr 1Qtr 2Qtr 3Qtr 4Qtr 1Qtr 22019Qtr 3Qtr 4Qtr 3Qtr 42020App Sessions0.6MApp SessionsThe number EPL mobile app sessions0.4MYTD 2020% Change905K-58%0.2M0.0MQtr 1Qtr 2Qtr 32019Qtr 4Qtr 1Qtr 22020/

KEY PERFORMANCE INDICATORSJANUARY TO DECEMBER 2020 vs 2019Total Time Used (hours)250K200KComputer UsageThe number of computer hours used byEPL's customersYTD 2020% Change150K225K-73%100K50K0KQtr 1Qtr 2Qtr 3Qtr 4Qtr 1Qtr 22019Qtr 3Qtr 42020Unplanned Service Outages5040Unplanned Service OutagesThe number of IT outagesYTD 2020% Change82-20%3020100Qtr 1Qtr 2Qtr 32019Qtr 4Qtr 1Qtr 2Qtr 3Qtr 42020/

KEY PERFORMANCE INDICATORSJANUARY TO DECEMBER 2020 vs 2019Wireless Data Usage (TB)Wireless Data Usage (TB)The amount of data (in Terrabytes) used bycustomers connected to EPL's wirelessservice60YTD 2020% Change62.5-62%40200Qtr 1Qtr 2Qtr 3Qtr 4Qtr 12019Qtr 2Qtr 3Qtr 42020Wireless Sessions0.8MWireless Usage SessionsThe number of times a customer connectedto and used EPL's wireless serviceYTD 2020% Change2M-38%0.6M0.4M0.2M0.0MQtr 1Qtr 2Qtr 32019Qtr 4Qtr 1Qtr 2Qtr 3Qtr 42020/

KEY PERFORMANCE INDICATORSJANUARY TO DECEMBER 2020 vs 2019Total Borrowing4MTotal BorrowingThe total of Physical Circulation andeResource UsageYTD Total% Change8.8M-23%2M0MQtr 1Qtr 2Qtr 3Qtr 4Qtr 1Qtr 22019Qtr 3Qtr 4Qtr 3Qtr 4Qtr 3Qtr 42020Physical CirculationPhysical CirculationThe number of customer checkoutsand renewalsYTD Total% Change3.4M-55%2M0MQtr 1Qtr 2Qtr 3Qtr 4Qtr 1Qtr 220192020eResource UsageeResource UsageThe number of checkouts, downloads,plays and views of all types of electronicresourcesYTD Total5M% Change34%1M0MQtr 1Qtr 2Qtr 32019Qtr 4Qtr 1Qtr 22020

KEY PERFORMANCE INDICATORSJANUARY TO DECEMBER 2020 vs 2019eLearning Sessions0.2MeLearning SessionsThe number of courses used, resourcesaccessed, tutor sessions and views ofeLearning databasesYTD Total% Change847K12%0.1M0.0MQtr 1Qtr 2Qtr 3Qtr 4Qtr 1Qtr 22019Qtr 3Qtr 4Qtr 3Qtr 42020Physical Circulation - Early Literacy0.3MPhysical Circulation - Early LiteracyThe number of customer checkouts andrenewals of early literacy materials (forchildren ages 0-5). Formerly called"Children's Material Borrowing"YTD Total% Change451K-58%0.2M0.1M0.0MQtr 1Qtr 2Qtr 32019Qtr 4Qtr 1Qtr 22020

KEY PERFORMANCE INDICATORSTotal OfferingsIn-PersonJANUARY TO DECEMBER 2020 vs 2019Online RecordedOnline Live8K6KClasses & Events OfferedYTD TotalThe number of in-person, outreach, online live, andonline recorded classes and events 9212,262 Outreach6.4KOnline LiveOnline Recorded5826424K2K0KQtr 1Qtr 2Qtr 3Qtr 4Qtr 12019Qtr 2Qtr 3Qtr 42020Total Attendance and ViewsIn-PersonOutreachOnline RecordedOnline Live0.5MYTD Total (Attendance& Views)Classes & Events AttendanceAttendance at in-person and views of online liveand online recorded classes and 6,538 23,7001.2MOnline LiveOnline Recorded10,6421,070,0050.4M0.3M0.2M0.1M0.0MQtr 1Qtr 2Qtr 32019Qtr 4Qtr 1Qtr 2Qtr 3Qtr 42020/

KEY PERFORMANCE INDICATORSEarly Literacy OfferingsIn-Person ClassesJANUARY TO DECEMBER 2020 vs 2019Online Recorded ClassesOnline Live Classes2,0001,500Early Literacy Classes & Events OfferedYTD TotalYearIn-Person20196,68820201,415 1,0001.7KThe number of in-person, online live and onlinerecorded early literacy classes and events offeredOnline LiveOnline Recorded1132015000Qtr 1Qtr 2Qtr 3Qtr 4Qtr 12019Qtr 2Qtr 3Qtr 42020Early Literacy Attendance and ViewsIn-Person AttendanceOnline Recorded ViewsOnline Live Attendance250KEarly Literacy Classes & EventsAttendanceYTD TotalAttendance of in-person and views of online liveand online recorded classes and eventsYear In-Person2019156,028202029,098508K200K150KOnline LiveOnline Recorded2,383476,987100K50K0KQtr 1Qtr 2Qtr 32019Qtr 4Qtr 1Qtr 2Qtr 3Qtr 42020/

KEY PERFORMANCE INDICATORSDigital Literacy & Making OfferingsIn-Person ClassesJANUARY TO DECEMBER 2020 vs 2019Unique Online Recorded ClassesOnline Live Classes500400Digital Literacy Classes & Events OfferedYTD TotalThe number of in-person, online live and onlinerecorded digital literacy classes and events offered300200452100YearIn-Person20191,6042020368 Online LiveOnline Recorded0975Qtr 1Qtr 2Qtr 3Qtr 4Qtr 1Qtr 22019Qtr 3Qtr 4Qtr 3Qtr 42020Digital Literacy & Making Attendance and ViewsIn-Person AttendanceDigital Literacy Outreach Classes &Events AttendanceYTD Total (Attendance& Views)Attendance of in-person and views of online liveand online recorded classes and eventsYear In-Person201915,22320203,648Online Recorded ViewsOnline Live Attendance100K182KOnline LiveOnline Recorded58178,56450K0KQtr 1Qtr 2Qtr 32019Qtr 4Qtr 1Qtr 22020/

EPL FROM HOME INDICATORSJANUARY TO DECEMBER 2020Virtual Customer ServiceNumber of Customer InteractionsModeChatEmailNumber of Interactions by Top 5 CategoriesPhone4KMembership and Accounts8.5KOnline Services2K3.2KService rcrilApYearayMChatJunelyJuEmail2020 11,155 ence/Recommending1.5KcDe0K2K4K6K8KPhone7,335/

KEY PERFORMANCE INDICATORSJANUARY TO DECEMBER 2020 vs 2019Welcome Baby - Bags Delivered3KWelcome Baby - Bags DeliveredThe number of welcome baby bagsdeliveredYTD 2020% Change7K-31%2K1K0KQtr 1Qtr 2Qtr 32019Qtr 4Qtr 1Qtr 2Qtr 3Qtr 42020/

Y T D T ota l 5 M % Cha ng e 34% eR es ou rc e U s a g e 0M 1M Qtr 1 Qtr 2 Qtr 3 Qtr 4 Qtr 1 Qtr 2 Qtr 3 Qtr 4 2019 2020. K E Y P E R F O R M A N C E I N D I C ATO R S JANUARY TO DECEMBER 2020 vs 2019 YTD Total 451K Physical Circulation - Early Literacy The number of customer checkouts and

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