Agenda item

DRR19/010

Mr Tim Woolgar (Principal Client, Libraries) attended the Committee to answer questions relating to the Library Services Contract. In attendance with him was Diana Edmonds (National Library Director—GLL). The Committee was pleased to note that customer satisfaction levels were good, as were the numbers of books being issued. There were various activities that took place in the Library and GLL were trying to be innovative in their approach. Users were now able to make card payments, and could use Wi-Fi on their own devices.

A Member commented that Wi-Fi had obtained the lowest rating for customer satisfaction. Ms Edmonds agreed that there was room for improvement with respect to the provision of Wi-Fi services, and immediate action had been taken. It was also planned to roll out Wi-Fi printing.

A Member enquired if there were any plans to increase the opening hours of smaller libraries. Mr Woolgar explained that the library contract was taken over on a like for like basis and so the opening hours would remain unchanged.

A Member pointed out that in the past, libraries had not opened due to lack of staff. He asked if this could be remedied by using volunteers. Mr Woolgar responded that this would be difficult to introduce as it would involve significant negotiation with the unions and may not actually provide the appropriate level of cover to ensure a library could open.

A Member asked if information could be provided to show details of the stock purchases that had been implemented. Ms Edmonds agreed that she would access the data and feedback to the Committee.

A Member referred to the current provision of mother and baby groups and asked if this could be a possible source of income generation. Ms Edmonds responded that this had been considered, but she was reluctant to implement this as it could discriminate against those on low incomes. 

The Portfolio Holder asked how Bromley compared with other local authorities in terms of issuing. Bromley was the third highest issuing authority in London. It was noted that the highest issuing authority was Wandsworth, with Southwark in second place. It was agreed that efforts be made to secure second place. Ms Edmonds explained that the purchase of new titles was facilitated by an IT programme. 

Members were appraised that GLL operated a ‘formulaic’ approach in an effort to maximise the number of visitors to the Library:

·  Attractive building with an individual welcome

·  Careful monitoring of stock

·  Effective use of ICT

·  Staff trained to the appropriate level of expertise

·  Focus on activities

With respect to properly trained staff it was now the case that staff had to complete a thirteen module training programme. 

A Member asked if the Library stored customers’ email details. Me Edmonds responded that email records were kept in a way that complied with GDPR requirements.

The Chairman asked if it was possible that toilets could be introduced into the Central Library. Ms Edmonds said that this was something that she was concerned about and that this was being looked into, along with generally improving the quality of the interior.

The Portfolio Holder asked if consideration was being given to the provision of a coffee shop. Ms Edmonds stated that there were no immediate plans for this, as income generation was a problem. However, the matter was being looked into by a commercial specialist who would be reporting back to GLL.

RESOLVED that

1) The report is noted.

2) The Committee note the performance of the service provider in the past six months of the contract.

3) GLL endeavour to secure second spot in the rankings for the highest number of issues.

4) Ms Edmonds to provide details of the stock purchases that had been implemented and report this back to the Committee.