Irene Brough Area Manager Library Services West Lothian Council Blackburn Connected A Joint use Case

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Irene BroughArea ManagerLibrary ServicesWest
Lothian CouncilBlackburn ConnectedA Joint use
Case Study

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Integrating Services

• The Customer is never in the wrong Place
• West Lothians vision for customer services is
  to provide better access to improved public
  services
• Customer Service Strategy 2006-2009

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Library and
CIS Services

• Library Services operate through 14 libraries and
  2 mobiles
• Council Information Services deliver information
  about, and access to, the council through 9
  offices
• Synergy between the services - contact with
  customers

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Blackburn Library
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Business Case

• Invest in library building which required major
  maintenance work
• Address falling footfall in CIS offices and
  falling book issues in library
• Exploit similar customer base
• Minimise threat to local Post Office
• Land value could provide funds for redevelopment
• Reduce property assets

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Council Values

• In West Lothian we are striving for excellence
  in
• focusing on our customers needs
• being honest, open and accountable
• providing equality of opportunities
• developing employees
• making best use of our resources
• working in partnership

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Principles

• Making best use of resources
• Improved services to the public
• Truly integrated service delivery sustainable
  model
• Commitment to remain in local shopping mall
• Partnership commitment with local post office
• Staff and community engagement

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The Team
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Listening to the Team

• Involvement in creating job descriptions
• Develop staff newsletter
• Design own training programme
• Devolve responsibility for service delivery
• Devise community engagement programme

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Performance Indicators

• PC taster sessions
• Class visits
• Adult training centre
• Outreach visits
• ABE projects
• Marketing
• Local history sessions

• Reminiscence sessions
• Activities for teenagers
• Increase in PC usage
• Self service
• Council drop in sessions

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Community
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Listening to OurCommunity

• Extensive community engagement
• Two Tea in the Library events
• 40 plus community groups engaged
• Community Council meetings
• Community flyers
• Press coverage
• Feedback exercises

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Community Feedback

• 89 rated service as Good or Excellent
• 90 rated the staff as helpful and knowledgeable
• 90 rated facility as comfortable
• 91 convenient

• 89 welcoming
• 60 better with one building
• 86 attended to within 5 minutes
• Books, PC, AV 75
• Benefits, repairs, housing, advice 25 April 07
  survey

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Visits
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Benefits

• Increased opening hours providing extended access
• Improved outreach programme
• Community facility for meetings, groups
• Credit Union
• Local Post Office sustained
• Ability to work with harder to reach customers
• Touch down areas for staff hot desking
• Efficiency savings

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Benefits

• Increase in staffing no single manning
• Multi-skilled trained staff
• Increased library stock
• Increased number of PCs
• Internet café style access
• Self Issue terminal for books
• Dedicated telephone booth ensure privacy of
  transactions
• Opportunity to build social housing

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The Future

• Evaluation
• Performance Assessment
• Public Library Information Matrix (PLIM)
• Model for deployment across West Lothian
• Now on Phase 2
• Management Structure

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For more than you ever wanted to know about this
projectcontactIrene Brough on 01506 776327e
mail irene.brough_at_westlothian.gov.uk