Agenda item

Report DRR18/043

Members considered an update on the Provision of Library Services contract with Greenwich Leisure Ltd (GLL) over the first six months of operation.  The value of the contract over a ten year period was £40,739,536.

The report also provided Members with a review of the performance of the Contractor since the commencement of the contract on 1 November 2017.

The Council’s Principal Client Officer reported that the transfer of the Library Service ten months ago had proceeded well.  Whilst shadow monitoring had taken place during the first six months of the contract, full monitoring was now being undertaken.  GLL had maintained  standards and was delivering significant savings to the Council.

Mr Steve Hannen, GLL’s Head of Service, attended the meeting.  He was satisfied with progress to date and he was pleased to report that the specified Key Performance Indicators (KPIs) were being met.  Full library services and programmes were maintained during the recent industrial action and GLL continued to ensure residents were not impacted by this action.  An increase in the uptake of library services was noted.

Initially there were some IT difficulties but these were resolved following a complete overhaul and upgrade to the system together with staff training.  The majority of subsequent issues were caused by external influences ie. power surges and outages.

The requirements for the Stock Purchasing Plan were being met and Mr Hannen agreed to circulate further details and figures to Members.

Whilst there was a natural ebb and flow in regard to turnover of staff, essential vacancies were given priority.

KPIs were audited via the complaints system and officers visited libraries to check that they were operating properly.  Statistical data was also gathered via GLL’s management system. 

As a result of the Customer Service Survey, GLL had taken the issue of toilet cleanliness very seriously.  Spot checks were regularly undertaken and reported back to management.  Proposals to provide toilet facilities at Bromley Central Library were being considered.

Members were pleased to note that the transfer of the Library Service had proceeded smoothly.

GLL’s ideas for developing and improving services included:-

·  refresh painting;

·  new furniture;

·  investment in children’s libraries with the introduction of soft play areas;

·  ICT improvements to enhance customer service i.e. self-service equipment and access to e-books;

·  targeting non-library users; and

·  the introduction of annual regional/national summer literature events.

In the longer term, GLL would welcome the opportunity to work with other departments within the Council, in particular education and public health sections.

GLL currently worked in partnership with Children’s Services, Royal Borough of Greenwich, to provide activities within a library setting and operated an explorer programme specialising in child obesity.

Reading lists were provided for GP’s to hand out to patients, giving them the option to visit the library to research their particular conditions.

The Director of Regeneration informed Members that the contract for shared use facilities at the Biggin Hill Library and Leisure Centre was the responsibility of Bromley Mytime; GLL sub-leased the library provision.  In regard to the redevelopment of Chislehurst Library, GLL would operate the temporary library in the car park and take over full operation when development was complete.  It was anticipated that a planning application for Chislehurst Library would be submitted on completion of the Legal Development Agreement.

The Learning Shop in St Paul’s Cray was situated in close proximity to the Library and whilst some services were offered by both establishments, it did not cause any conflict.  GLL were in a position to assist in reviewing the service.

Mr Hannen reported that GLL had a good understanding of the need for children with reading difficulties.  The provision of more SEN sessions was under consideration to enhance learning through soft play activities and adventure learning programmes.  By making game boxes available for use in libraries and hosting competitions followed by a homework club, this may encourage young people to attend.

A supplementary document detailing KPIs for the months of May, June and July was circulated to Members.  The Chairman requested that similar information be included in future reports to the Committee.

RESOLVED that the report be noted, in particular, the performance of the service provider in the first six months of the contract.