(Attachment: 12)Appendix 7

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(Attachment: 12)Appendix 7

  1. 1. Making it Happen RFID and Public Libraries – Making It Happen- APPENDIX 7 Martin Palmer Interim Libraries Manager: Essex County Council: Libraries MMIT NW Beyond the Barcode 21 May 2007 ABC
  2. 2. Making it Happen RFID and Public Libraries – Why? Range of Challenges – • Negative perceptions – “Sleepwalking to Disaster”? • Comparisons with retail sector – need to modernise… • Increasing range of services • Need to make better use of staff • Framework for the Future • Gershon efficiencies… Essex County Council
  3. 3. Making it Happen RFID and Public Libraries – Why? Offers potential for better customer service through: – radical process re-engineering – changes in staff role – staff savings…? – more flexible use of buildings – change in image…? Essex County Council
  4. 4. Making it Happen RFID and Public Libraries…But… • Expensive • Few standards • Different systems, work in different ways • No interoperability • RFID still comparatively rare at item level… Essex County Council
  5. 5. Making it Happen RFID and UK Public libraries – take-up • CILIP Survey November 2006 - • Public library authorities with RFID = 18 • Public library branches with RFID = 51 • Range of branches per authority with RFID = 1 – 16 Essex County Council
  6. 6. Making it Happen RFID and Essex Libraries In the beginning… 1998 – 2003 • Colchester – security system problem • RFID offered a “value-added” solution • Best Value Review (2000-2001): self service a priority • Colchester - live September 2003 Essex County Council
  7. 7. Making it Happen Colchester showed that… RFID potential can be realised… – Popular with public – Frees up staff time – Opens up library layout – Makes re-branding/modernisation easier – And more… (it also fixed the security system problem…) Essex County Council
  8. 8. Making it Happen RFID and Essex Libraries Expand and Develop… 2003-2005 • Basildon – large town library • Thaxted – rural library linked to community college • Bishops Park – part of extended school Essex County Council
  9. 9. Making it Happen RFID in Essex Libraries Business Case for RFID based on a mix of: – Making Gershon efficiencies (2.5% per year) – Making better use of staff time – Needing fewer staff – saved by natural wastage – Extending opening hours – Contribution to corporate agenda • “Council’s Front Door…” Partnership working… Essex County Council
  10. 10. Making it Happen Efficiencies… Experience at first 4 libraries demonstrated: RFID self service should account for at least 50% of all loan transactions – issues and returns – at any site Essex County Council
  11. 11. Making it Happen % of current counter routine staff 15% 35% Saving for Gershon target/increased ICT cost Retained resource Floorwalking/increased opening hours 50% Essex County Council
  12. 12. Making it Happen RFID and Essex Libraries The rollout… January 2006 – March 2007 • 31 more sites over 15 months • Completed on schedule and within budget • 35 live sites at present Essex County Council
  13. 13. Making it Happen RFID library vision An Essex RFID library will be… • Welcoming • Easy to use • Stimulating • Contemporary Essex County Council
  14. 14. Making it Happen Vision in practice… • Staff at all levels working actively with customers • Express Zones to help improve satisfaction with stock • Every customer transaction is a positive experience Essex County Council
  15. 15. Making it Happen Essex County Council
  16. 16. Making it Happen Staff development – new roles • Library Assistant → Customer Services Assistant • Pro-active: floor-walking, not book-stamping • Training and development to support change – FISH! – Frontline – Retail techniques: John Stanley Associates Essex County Council
  17. 17. Making it Happen FISH! •Choose your attitude •Be there •Make their Day •Fun! Essex County Council
  18. 18. Making it Happen Frontline • Supporting customer service • Booktalking… • Displays Essex County Council
  19. 19. Making it Happen Retail techniques… John Stanley Associates… – Service presentation – De-clutter the library – De-stress the customer – Transition zones – Power Displays – Hunters and gatherers Essex County Council
  20. 20. Making it Happen Floorwalkers… what do they do? • Host role… • Engage with customers… (but, distinguish between hunters and gatherers…) • Offer help, answer enquiries… • Maintain Express Zones… • Make library visit enjoyable and positive… Essex County Council
  21. 21. Making it Happen Floorwalkers – other benefits? • According to WalMart… – Shoplifting is reduced by 35% where greeters are employed to say “hello”… – Thieves loathe shops with friendly, attentive staff… – Eye contact is the essential component Quoted in Publishing News October 2006 Essex County Council
  22. 22. Making it Happen Stock – selection and presentation • Express Zones – Books you don’t have to think twice about borrowing Essex County Council
  23. 23. Making it Happen Making it Happen - Standards • Buildings • Helping customers • Presentation of libraries • Performance management Essex County Council
  24. 24. Making it Happen Essex County Council
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  36. 36. Making it Happen What do the public think? • What a great idea! – easy to use… • A great improvement… • We find the facilities and layout very convenient – attractive ambience… Essex County Council
  37. 37. Making it Happen Self service take-up? • April 2007 – average across 35 libraries: –Self issue: 66.7% –Self return: 85.5% Essex County Council
  38. 38. Making it Happen Increase in use…? • Over half of the RFID rollout libraries are exceeding their targets for visits – some, such as Witham (+19%) and Loughton (+18%) by a significant margin… • Loans starting to rise again… Essex County Council
  39. 39. Making it Happen User satisfaction up 5.8%... Changes in public satisfaction with Essex Libraries 2003-2006 50 40 30 2003 % 20 2006 10 0 Very sat Fairly sat Neither/nor Fairly diss Very diss Essex County Council
  40. 40. Making it Happen What next? • Further increase in take-up of self service • Introduce self service payment from June…? • More libraries…? • Make (better) use of RFID in stock management… • Make use of RFID in Acquisitions… Essex County Council

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