Issue - meetings

Report DRR18/008

This report updated Members on the performance of the Library Service Contract following the award of contract to Greenwich Leisure Ltd (GLL) on 1 November 2017.

Mr Steve Hannen, GLL’s Head of Service, attended the meeting and delivered an update on the outcome of the transition of the Library Service to GLL.  The transfer had proceeded well since its commencement and a solid relationship and understanding of the client base had been established.

Several customers complained about not receiving ‘returns reminder’ e-mails during works undertaken to improve the main computer systems.  As a result, overdue fees for that time period were waived.  All computer systems were now fully restored and operating efficiently.

As a Library user, Councillor Michael noticed no change in the service provided and no comments had been received from residents in her Ward. 

Mr Hannen informed Members that whilst GLL would welcome an increase in opening hours, at present the service was operated on a like-for-like basis.

A total of 134 TUPE staff transferred from the Council to GLL, all of whom had coped remarkably well.  They showed a willingness to learn and embraced all challenges brought about by the service transition.

It was the responsibility of the Principal Client, Libraries, to collect monthly reports on KPIs and to ensure that these were met.  Financial penalties would be payable in the event they were not.  A review of the service would be submitted to the Committee on a bi-annual basis.

Mr Hannen reported no issues with Biggin Hill Library but agreed to report back on a problem reported by Councillor Bennington in regard to the RFID machines not operating properly.

Changes to the Central Library entrance were welcomed by Members.  It was reported that discussions were taking place on further improvements to the Theatre entrance and the library.

Looking forward, Mr Hannen informed Members that the programme of refurbishment had been undertaken and repair work and maintenance completed.  Further improvement options would be discussed and carried out where appropriate.

Members agreed a further report on progress, together with fact-based KPIs should be submitted to a future meeting of the PDS Committee.

RESOLVED that the report be noted.