Renewal: transforming Manchester’s Libraries and Archives Nicky Parker Head of Transformation and...
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Transcript of Renewal: transforming Manchester’s Libraries and Archives Nicky Parker Head of Transformation and...
Renewal: transforming Manchester’s Libraries and Archives
Nicky ParkerHead of Transformation and Business ImprovementManchester City Council
Manchester• City of population of 460,000• Fastest growing economy outside
London• City Region status, 2.5 million population• 23% BME population• 350,000 students within an hour’s drive• The Original Modern City
Manchester Libraries• 22 community libraries• Central Library• Library at HMP Manchester• Greater Manchester County Record Office• Manchester Archive Service• 24 hour virtual Library• Shared Services across Greater Manchester
and the North West
Overview
• The case for transformation• The transformation journey• Efficiency agenda• Future developments
The case for transformation• Very few new library developments since 80s
• No capital funding available
• Poor fabric of existing portfolio
• Poor customer and resident satisfaction rates
• High customer expectation vs increased competition
• Poor performance in issues, new members, visits, PC usage
• Poor Audit Commission Inspection – failing service with little prospect for improvement
Library Transformation Programme2005-2006 getting the basics right
2006-2010 growing and changing
2010- now meeting the efficiencies challenge
wider Council transformation
Getting the basics right• Vision, values, objectives• Defining the Library offer• Investing in our people- staff and
customers• Performance Management Framework-
defining the metrics• Asset Management Plan- Renewal
Visions, values, objectives• Vision for the Library Service, embedding
it back into the life of the City
• Values- people, place, pride
• Deliver objectives that are important for the City- health, jobs, learning, sustainable neighbourhoods, Customer
Investing in staff
• Induction programme for all teams following
new structure
• Team leadership and team development
programme
• Staff led Service Improvement Groups
Investment in Customers• Review of membership
• Sorted out the Reservations Service
• Meet the neighbours
• Review of Fees and Charges
• Encouraged and acted on Customer Feedback
• Stock Surgeries
Performance Management Framework• Developed a PMF with support from The
Audit Commission• Focused on the main things• New collection, monitoring and reporting
mechanisms• Used to improve and promote the service• Became a key PR tool
Renewal: New Libraries for Manchester• Programme of capital investment called Renewal
• Funding from the City Council and innovative partnerships
• Integrated whole City approach
• Co-location strategy: colleges, adult learning centres, academy schools, supermarkets, leisure centres, children’s centres, health centres.
• Location: re-siting libraries at the heart of regenerated communities
Tiered Services• Central Library
• City LibraryCity centre, 4,000m2, open 67 hours
• District LibraryCo-located, 1,000m2, open 64 hours
• Community LibraryCo-located, 450-900m2, open 46 hours
• Outreach Libraries
• Community locations, 50-150m2
Early successes, let’s do more and seek external investment!
• 11.79% increase in visitor numbers
• 15.8% increase in membership
• 20.4% increase in active members
• 18.8% increase in virtual visits
Moss Side Powerhouse Library
Relocating several poor, out-dated facilities with new District Libraries.
BEFORE …
North City Library
Beswick Library. Before…
Beswick Library
Brooklands Library
Longsight Library
Longsight Library
The Avenue Library & Learning Centre
Growing and changing• External funding
• Repositioned the library service as community hubs
• Continue to invest in our customers
• E government. Libraries as Access Points.
Growing and changing• Improved access• New Library offers – health, reading,
children, information, online• Marketing the service• Social networking• New ways of working• Central Library restoration
External funding• Strategy to bring in external capital and
revenue
• £10m excluding the capital building programme
• Developed new range of services
• European funding linked to regeneration
• Private and public sector investment
• Government grants linked to their priorities
Libraries as e access points to other Council services
Computers in libraries• over 500 computers citywide - the city’s
public hot desking system!• 37,000 self service bookings made via
Netloan terminals in the year to date• 546,000 hours and 715,000
sessions• 11,000 free IT learning sessions delivered
New library offers- linked to Council priorities• Health
- McMillan Cancer Service
- Health Information Points
• Learning- Homework centres
- Online learning
• Employment- Patents Clinic- millionaires
- Job surgeries
• Access points- Council and Government online transactions
- Customer Services
!
Making best use of the web
• 1,810 Facebook Fans
• 3,058 Twitter Followers
• Lively interaction, quick response
• Customers advocate and recommend our services
• Customers create content
• Web traffic driven back to library website
Efficiencies: the current challenge• MCC has to save £109m in 2011/12 rising
to £170m in 2012/13.
• The Library Service has to save £2.9m from a budget of £13m in the next 12 months
• Further transformation required • Some service reductions
What’s the Library Service strategy?• Some reductions in service
• Customer Strategy- Channel shift to make library efficiencies- Libraries as Customer Services Centres to
make efficiencies for others
• Regional collaboration
Delivering efficiencies in libraries• Reduced opening hours
• Voluntary severance scheme for staff/early retirement offer
• Staffing restructure
• Closure of 2 small part time libraries
• Closure of mobile library service
Efficiencies in libraries through channel shift• Face to face
• Phone
• Online transactions, digi TV, Library Apps
• In-library automation
Channel shiftData from Socitm's Website Takeup Service:
• 23.8m people across the UK accessed library information and services through websites in the first six months of 2010, up from 20.9m in the same six month period in 2009
• library enquiries (renewals, enquiries about availability of title, opening times and more) are regularly in the top three of all web enquiries every month
Savings – channel shift
• Face to face is £8.23 a visit
• Phone is £3.21 a call
• Web is £0.39 a transaction
• Use Libraries as your customer facing channel to save £ elsewhere
Future developments
• Central Library Development Trust
• Neighbourhood management
• Collaboration across Greater Manchester
• Greater Manchester Archives Partnership
• Targeted use of Universal Services
Central Library Development Trust
A new charity formed to support additional activities of Manchester Central Library intended to complement and add value to Manchester City Council’s major ongoing commitment to core services.
Development Trust• It will initially seek funds to enhance and enrich
the huge transformation project of the Grade II listed building.
• It will enable the Library to apply for major grants and enable tax-effective giving as part of a capital fundraising campaign.
• Trust will seek a number of high level awards from charitable Trusts and Foundations and major donations from the burgeoning ranks of wealthy philanthropists
Neighbourhood management• Separate strategic management and
operational delivery• Integrated neighbourhood teams• Role of libraries as neighbourhood
hubs• Restructure and downsizing staff
team
Collaborative Options
• Collaboration on procurement and specialist services (more of what we do now)
• Merge strategic management and specialist staff• Full merger of services including customer
facing services – no support at AGMA level • Status quo
GM Archives Partnership • Better together • New partnership to ensure high
quality, relevant an economically sustainable archive and local studies serevice
• Significant to GM strategy and sense of place agenda
North West Information Service
• Ask About Business model (14 authorities)
• Digital portal for on-line resources
• Information Services Contact Centre
• Review of printed resources
Challenges
•Local identity •Role of elected members – political sovereignty•Professional judgement•Harmonisation of service standards•Alignment of staff terms & conditions
Targeted use of Universal Services• Library Development Initiative pilot• Council looking at how universal services like
libraries can provide a generic offer for targeted groups
• Would a universal offer for targeted groups improve outcomes for residents and deliver savings? Eg social isolation and health outcomes
• Day centres pilot
One Library Service
Sharing Dividend is possible – but
more to gain in service improvement
and sustainability terms than cashable
savings