We are all well aware of the financial difficulties our local authorities face today. The pressure to provide a higher level of service on a tighter budget than ever experienced is certainly on the rise. To tackle this challenge, Leicestershire Library Service focused on two areas: understanding what their community requires and how best to serve them.
Marketing the Library Service
Leicestershire Libraries began by looking into the usage of their stock, and turned to the community for feedback by kicking off a marketing project.
Better, connected services
Looking to extend their service offering, Leicestershire Libraries plan to become part of the County Council’s ‘Customer First’ project, which offers an improved service to citizens, resolving enquiries as quickly as possible.
An LMS to support
To support this, Leicestershire needed to extract usage statistics from their Library Management System (LMS). However, it was difficult to get data out of the system due to previous configuration.
Streamlining business processes
Before re-implementing the LMS, Leicestershire completed a fundamental review of all systems and business processes within the library.
Engaging with staff
Leicestershire had an ambitious schedule for redeploying the LMS. Meetings and open discussions took place to discuss specifics around the configuration and how to improve ways of working.
More time with the community
Following the training, reimplementation of the LMS and new streamlined processes, staff no longer have to stand behind counters to issue books, staff have now become ‘floor walkers’
They are in the library spending time in the public arena Leicestershire now hosts more sessions for young children, and have more time for one-to-one IT sessions and reader
As well as the non cashable efficiency savings in terms of better customer service, Leicestershire’s business plan had hoped to make cashable savings too.
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