During its 15 years as a Library Management System (LMS) customer, Leicestershire Library Services - which provides library services for 650,000 residents across Leicestershire and Rutland - has changed dramatically. With over 4 million items issued to more than 200,000 borrowers across 58 sites, the decision to restructure the service to improve community engagement and streamline processes was not taken lightly.
Removing complexity through process maps
Since many legacy procedures were still in place, consultants from Capita introduced the concept of process maps to key Leicestershire Library Services’ staff. Process maps provide a pictorial overview of the various stages in processes.
Since the team had not worked with process maps before, Capita’s consultants provided a training session that included an overview of the methodology and hands-on, practical sessions,
that helped the team to create their maps.
Simpler, more efficient services
When completed, the Consulting team reviewed the process maps and made a number of recommendations including bespoke training, creation of custom scripts, local configuration
enhancements as well as advice about best practice.