Andrea Cecchetto is the Director, Service Excellence at Markham Public Library. In this role, she is responsible for public service, branch operations, learning and development and staff engagement strategies, service design and implementation, research and evaluation, and organizational development, across the MPL system. Andrea is responsible for numerous transformational projects at MPL, including the Customer Service Revolution, which won the Institute of  Public Administrators of Canada’s Gold Medal for Management innovation and the Minister of Culture’s Award for Innovation in 2015. Andrea holds an MLIS from the University of Western Ontario, Masters Certification in Organizational Development and Change Management from Schulich School of Business, and a Masters of Public Administration from Queens University. She is the 2020 Ontario Library Association President.