The document discusses the integration of library services and customer services in Carmondean library through a partnership with the wider community. It aimed to provide access to a wide range of council services through one point of contact. A £190K grant allowed the library to develop a Cancer Information and Support Centre. Services were modernized with new technology and a refurbished building. Challenges included tight timelines and resistance to change, but benefits included a new community hub and one-stop access to services. Partnerships with other organizations now bring more programs to the library. Future plans aim to develop new models of service delivery to meet community needs.

1. Carmondean Connected A case study incommunity co-operationHilda GibsonDevelopment Manager25th May 2011

2. AimsTo develop and promote a culture of Customer Service Excellence by integrating library services and customer services within Carmondean libraryTo work in partnership with the wider communityTo consolidate the main principle of the Customer Service Strategy “The customer is never in the wrong place” by providing access to the full range of council services at the first point of contactTo enhance the customer experience by providing access to a wider range of services than normally would be available

3. BackgroundSuccessful integration of 2 service areas – Council Information Service (CIS) and Library Services in Blackburn ConnectedLibrary and Heritage Services already in partnership with the NHS and Macmillan Cancer Support to develop a Cancer Information and Support ServiceLogical progression to develop a new service in Carmondean library

4. MethodAwarded bid from Macmillan Cancer Support of £190K to develop a Cancer Information and Support Centre in Carmondean libraryExplore examples of Best Practice in other Authorities – Model developed based on service in East Riding of YorkshireWork with partners to streamline processes and working practices CIS Customer Service Centre Revenues Housing Advice Shop Access to Employment Macmillan Cancer Information and Support

5. MethodModernisation by investing in technology and refurbishment of premises Communication both to the community and staffTraining

7. Before

8. ChallengesTimeframe – Major refurbishment completed within 6 weeks –opened June 2008Resistance to change from both the community and staffPerception of loss of serviceCommunity engagementNegative impact on library services

9. BenefitsOpportunity to create a dynamic information hub in the communityAccess to all council services at first point of contactNew technology allowing customers access to a full range of self service functions: Online payment facility Direct Telephone access Video link to CIS and Revenues Service (Telly Talk”)

10. BenefitsOpportunity for joint working. Someone presenting to the Macmillan nurse can be immediately referred to the relevant council services, benefits advice etc.Council Information Service hours extended, originally available 39.5 hours while the library was open to the public for 49.5 hoursImproved facility with access to more PCs, dedicated PC area for children, seating areas with tea and coffee facilitiesTrained staff to assist customers

11. After

12. What we deliverComprehensive stock of books and other materials relevant to the community“Express Checkout” for customers who do not want to wait to see a member of staffAccess to PCs and laptopsA programme of reader development activities for children, young people and adultsAccess to the full range of council services via “Telly Talk” and expert advisersOn-line council payments via a cash kioskAppointment booking system for Housing OfficersMacmillan Cancer Information and Support

13. Macmillan Cancer Information and Support

14. ImpactPartners come to usBusiness GatewayBarnardosSt John’s HospitalEducation – Pupil Placement Support TeachersLothian & Borders PoliceFood Co-opCommunity Learning & DevelopmentLaryngectomy & Support Groups through Macmillan

15. Food Co-op

16. Way forwardAs new opportunities arise to review services different models of service delivery will be developed to meet local community needs:Fauldhouse Partnership Centre opened OctoberNew build library in Armadale part of community centreLocal History and Information Centre opened April 2011Bathgate Partnership Centre on schedule to open Autumn 2011Almondbank library planned move to new location – service delivery currently being developedNew build library in Pumpherston & Uphall Station PrimaryMobile Libraries – new model of service delivery currently in planning stage to include CIS delivery