Agenda item
LIBRARY SERVICE STANDARDS AND PERFORMANCE
To consider a report (copy attached) to provide Members with information about the new Framework of Library Standards (2017-2020), highlighting Denbighshire’s most recent performance where applicable.
9.40 a.m. – 10.30 a.m.
Minutes:
The Head of Customers, Communications and Marketing,
introduced the Principal Librarian’s report (previously circulated) to provide
Members with information about the new Framework of Library Standards
(2017-2020), highlighting Denbighshire’s most recent performance where
applicable.
The Head of Service
informed members that 17 out of the 18 core entitlements included in the
2014-17 Framework (5th Framework) had been met and the only one
which had not been met had been the requirement for the Service to have a
declaration publicly available of its Strategy and vision. This
deficiency would be addressed during the first year of the new Framework, now
that the Service had entered a period of stability under a new Head of
Service. Of the 16 Quality Indicators contained within the 5th
Framework, 7 had set targets. Denbighshire had met, or partially met, six
of these seven indicators during 2015/16. The only one which it failed to
partly meet was the indicator relating to its expenditure on books and
resources for public use. The reason for this being that a decision had
been taken as part of the Freedoms and Flexibilities budget setting process,
not to strive to meet this target but instead to realise maximum benefits from
expenditure by targeting the expenditure on specific types of books and
resources based on library users’ preferences.
Responding to
Members’ questions the Head of Service:
· Confirmed that the
reduction in expenditure on public resources had not adversely affected the
number of book loans to the public. The Service had taken a conscious
decision to spend more of its budget on children’s books during the period of
austerity. This had been contrary to Welsh Government (WG) guidelines at
the time, however the new Framework for 2017-2020 would reflect the Council’s
approach;
· Advised that
Denbighshire was in the process of entering into a regional book purchasing
arrangement with other local authorities in North Wales. This approach would be far more cost
effective for the authority and would realise maximum value for money for the
Council;
· Emphasised that whilst
a number of local authorities across Wales had reduced their library opening
hours, closed libraries in some areas or transferred their community library
provision to town and community councils or the voluntary sector, Denbighshire
had only had to reduce its services by a matter of hours across the county and
in doing so had been able to keep all the libraries open throughout the
county. By adopting an approach to develop all its libraries as
‘community hubs’, where a range of community services could be delivered,
it had been able to invest in its libraries to modernise them, ensuring that
they were accessible to all residents. This approach was very much in
line with Quality Indicator 4 of the new Libraries Framework, which focussed on
the Service’s delivery of services which supported health and well-being.
Rhuddlan Library had recently reopened following
refurbishment and work was about to start to refurbish St. Asaph Library. An application had recently been submitted to
the Welsh Government’s (WG) Museums, Archives and Libraries Division (MALD) for
a grant to refurbish Denbigh Library;
· Informed members that
Wi-Fi was now available in all of the county’s libraries. To further the
modernisation agenda and support agile working for the Council’s employees the
Authority’s corporate Wi-Fi was in the process of being rolled out to libraries
across the county;
· Community use of the
county’s libraries for initiatives such as ‘Talking Points’ was increasing;
· Regular customer
satisfaction surveys with service-users were conducted with a view to continually
improve, and potentially increase further the types of services available at
libraries;
· Advised that the One
Stop Shops (OSS) available in a number of the county’s libraries had been
extensively involved with the recent ‘County Conversation’ exercise to seek the
views of the public on what the new Council’s priorities should include;
· Confirmed that the
initial problems encountered at the new OSS at Rhyl had now been
resolved. Since Christmas more staff had been allocated to the service in
Rhyl which had resulted in two people manning the front desk at all
times. The Police periodically had a member of staff on hand there and
discussions were underway with a view to enabling Police Community Support
Officers (PSCOs) to utilise the corporate Wi-Fi for the purpose of updating
their records;
· Advised that the
Service was currently exploring potential options for extending volunteering
opportunities within libraries, at present such opportunities were confined to
Duke of Edinburgh Award work and summer reading clubs;
·
Advised
that whilst volunteers could be used to enable some libraries to remain open
during lunch hours, this would need sensitive consideration. Volunteers
were used in this capacity in some areas of the country, and even the running
of entire libraries had been transferred to voluntary organisations in some
areas. Denbighshire had no plans at present to adopt this approach as it
saw a professional library service as a vital foundation for developing
libraries as community hubs across the county.
·
Confirmed
that the Service was constantly striving to improve its services to residents
and visitors. Amongst the initiatives currently under consideration for
future improvements were the roll-out of a self-service book return facility
and the possibility of extending libraries’ contribution to destination
management (e.g. staff becoming Tourism Ambassadors);
·
Advised
that there was some concern in relation to the accuracy of the system used to
count the number of visitors to the county’s libraries. With a view to
improving the accuracy of the data collected, officers had recently visited
Flintshire to examine their data collection system;
·
Confirmed
that the Service worked closely with local schools and colleges to support and
supplement pupils and students’ learning facilities and experiences;
·
Undertook
to explore the potential of working closer with the Economic and Business
Development (EBD) Team to enable residents to meet and/or contact relevant
officers for business advice;
·
Informed
members that the IT facilities in the county’s libraries were on the programme
of renewal as the computers available for community use were very well used;
·
Advised
that the age profile of library users varied in different parts of the
county. In the coastal towns the user age profile seemed to be much
younger than in the central and southern part of the county. Now that the
Service formed part of the Customers, Communication and Marketing Service there
was an opportunity for it draw on the Communication and Marketing teams
assistance to produce a communication and marketing strategy in a bid to
increase user numbers. Such a strategy could be targeted at different age
groups in a bid to entice them to use library services. Qualified data
was available which demonstrated that individuals who had used libraries as
children achieved better outcomes in later life;
·
Confirmed
that at present the Service supported approximately 30 reading groups across
the county;
·
Advised
that whilst the Council was keen for communities to make more use of library
buildings for community events, facilitating events outside of the libraries’ normal
operating hours was proving difficult due to a shortage of people willing to be
‘key holders’ and as such being available to open and lock up the buildings;
·
Advised
that discussions were taking place with the Youth Service in relation to what
services young people would like to see being delivered from libraries and the
opening hours which would be most useful to them. Whilst all libraries
were open late one night a week it would prove difficult to extend opening
hours further due to staffing constraints;
·
Informed
members that there was an all-Wales Library Marketing Group which led on
marketing library services. In addition, the Head of Service had
requested the Council’s Destination, Marketing and Communication Lead Officer
to draw up a marketing strategy for Denbighshire’s libraries focussing on their
development as community hubs in addition to delivering ‘traditional’ library
services;
·
Confirmed
that all of Denbighshire’s libraries delivered their services bilingually, they
also delivered an e-book lending service. The introduction of the
corporate Wi-Fi to all libraries would in due course enable more and more
services to be delivered closer to residents’ homes.
In welcoming the
roll-out of the corporate Wi-Fi system to libraries the Committee asked that
every effort be made to ensure that the corporate Wi-Fi system was flexible
enough to support access to the worldwide web, as some members had been denied
access to some legitimate websites when attempting to access them via the corporate
Wi-Fi. This seemed to suggest that some of the security settings were set
too high. The Chief Executive acknowledged that there were minimum
security settings which local authorities were compelled to apply, however it
was reasonable for the Committee to challenge whether the Council’s current
settings were actually excessive and therefore detrimental to the delivery of
its corporate priorities. The Lead Member for Modernisation and Housing
undertook to raise this matter with the Head of Business Improvement and
Modernisation during a forthcoming meeting.
At the conclusion
of the discussion members emphasised the need to promote and market the
county’s libraries as community assets available for community use.
The Committee
extended their very best wishes to the Principal Librarian who was due to
retire in the autumn, thanking him for his commitment and dedication to the
Council and the Library Service. It was:
RESOLVED that subject to
the above observations:
(i)
to receive the report on the
Council’s performance in delivering the 5th performance framework of
Library Standards and the requirements of the forthcoming 6th
performance framework ; and
(ii)
requested that a further progress report be presented to the Committee in 12
months’ time on the Council’s performance in delivering the 6th
performance framework and the development of libraries as community hubs.
Supporting documents:
- Library Performance Report 160317, item 5. PDF 62 KB
- Library Performance Report - App A 160317, item 5. PDF 251 KB
- Library Performance Report - App B 160317, item 5. PDF 202 KB