The document summarizes a shared library services project between the University of Worcester and Worcestershire County Council called "The Hive". Key points: - The Hive library opened in July 2012 as a partnership between the University and County Council, housing library, archives, and IT services for both organizations. - Planning began in 2004 and involved integrating staff, collections, systems and customer services between the two parent organizations. - In the first 10 months, The Hive had over 800,000 visitors and hosted various educational and cultural events, though some challenges around staffing and user needs arose. - Moving forward, the partners aim to further engage students and the community by improving academic resources, collection management and pre-entry

1. Shared services: from vision to
reality
Ann Craig: Team Leader, Community and Partnerships
University of Worcester a.craig@worc.ac.uk

2. • Introduction
• The Organisations
- Objectives
- Challenges/issues
• Planning
• The first 10 months
• What next?

3. Introduction
Some basic facts about the Hive…
• Partnership project and service between the
University of Worcester and Worcestershire
County Council
• PFI Funded
• Houses not just the library, but Archives and
Archaeology Service, plus Worcestershire Hub
• Integrated Library service to support
University members and the public
• Jointly managed by UW and WCC

4. Introduction
Some basic facts about the Hive…
• Library element consists of dedicated ‘front of
house’ team (cross organisation) and library
subject enquiries second tier (UW librarians)
• Support services integral to service include IT
Support and facilities management
• Hive has 5 levels open to all users, roughly
250,000 books and 250 PCs
• Opening hours: 08:30-22:00 every day (except
bank holidays)

5. “We aim to make a truly transformative contribution to the
lives of our students, staff and the people of our region, and
to make a very positive impact in society more broadly.”
(UW Strategic Plan 2013-2018)
[http://www.worcester.ac.uk/documents/university-
worcester-strat-plan-2013-18.pdf]
The Organisations – UW

6. Objectives include:
• Even higher quality of education
• Sustained emphasis on professionalism of staff
• Strategy to develop culture of participation and active
citizenship
• Renewed strategy for partnerships…to fulfil the
University’s role as a key engine for opportunity,
creativity, wealth creation and improved public services
The Organisations - UW

7. Information and Learning Services
Objectives include:
• Work with Outreach Team to develop and implement transition
activity for schools/colleges based at and on the Hive
• Develop business network, support and training at the Hive
• Develop an exciting and engaging programme of cultural and
academic activity at the Hive which reaches new
audiences…and encourages people to engage with the
University in new ways
• Create opportunities for students to work purposefully on Hive
community engagement projects
The Organisations - ILS

8. “…we need to focus on delivering services to people who
cannot provide for themselves whilst enabling others to help
themselves by removing the barriers that they face.”
(Worcestershire County Council Corporate Plan Refresh 2013-
17)
[http://www.worcestershire.gov.uk/cms/pdf/Worcestershire%20
Future%20Fit.pdf]
The Organisations - WCC

9. Objectives include:
• Social inclusion, based on Dept for Culture, Media and
Sport’s Libraries for All. Factors include low income,
unemployment, poor skills, health, ethnicity etc.
• Access to information and training
• Access to technology (particularly online services)
• Business links
• Adult learning in the Community
• Children and Young People
The Organisations - WCC

10. Planning
• 2004: discussions started between partners - both needed
new libraries
• 2009: Galliford Try, contractor, was appointed
• 2010: building started
• Feb 2012: building handed over
• July 2nd 2012: building opened
• July 11th 2012: official opening by Her Majesty the Queen

11. Planning: Vision
• Inspiration
• Connection
• Aspiration
• Learning
• Integration
• Inclusivity
• Enduring Values
• Well-being
• Sustainability
• Visibility

12. Planning
• Set of workstreams made up of staff from both organisations
e.g.
– Staffing and volunteering
– Customer services
– Library systems
– IT infrastructure
– Facilities management
– Children’s services
• Training programme – with access to the building from 5
months before opening

14. Challenges/Issues included:
• Financial situation - budget cuts across Council services, at least
£20m per year. Potential for 70% of total budget being required
for social care
• Changes to HE funding – implications for recruitment/student
numbers
• Range of spaces available and requirements of all library users
• Part of wider organisations e.g. consistency across all County
libraries
• Separate funding streams
• Circulation of stock – joint parameters
• Preparing students and academic staff
Challenges

15. Library services
• Staff contracts – with original employer
• “One team” ethos thoughout building
• Integrated customer services team – lead by Library Services
Manager supported by WCC and UW team leaders
• Enquiry services – UW librarians for in-depth questions
• Referral system
• Floor walking – staff “pods” rather than desks

16. Circulation parameters
• Widening access to UW stock v students’ needs
• Changes to loan periods
– 3 week loan (Two thirds of UW stock + all WCC book stock)
– 2 week loan (35,000 UW books – based on usage figures,
WCC customers can have 1 at any one time, UW members
can borrow 12)
– University Short Loan (6,000 books, 1 day loan, reference
access for County customers)
• 3 week and 2 week loans integrated on shelves
• Overdue charges – same for all borrowers
• Joint library management system - Talis

17. First 10 months
• Open on time and on budget
• 804,293 visitors by end of April 2013
• Pattern of use by UW and WCC customers as expected: busy
times are complementary
• Staff – delivery of services
• Lots of learning for all staff! Bitesized training
• Events – Beeline (children’s literature) Festival, Kay’s arts
project, Bedroom Tax drop-in, Heart Walk, plays and poetry
readings
• Feedback/awards

18. First 10 months
Challenges/issues and responses
• Staffing at opening
• Staff communications/information
• Balancing user needs/behaviour
• Multi-site university
• Drop off box at St John’s campus/bus routes
• Student point of reference
• Access to PCs – booking system/screens
• Online request system for journals in archive

19. Current measures
• Loans of ‘critical’ material:
Measures
0
5000
10000
15000
20000
25000
30000
UW WCC
Key Text Loans/Renewals
Key Text Loans/Renewals

20. What next?
• Work with pre-entry students
• Collection management
• Further work on bringing out academic content of
collections/displays
• More work in engaging young people with resources
and opportunities

21. Questions?
www.thehiveworcester.org