Memorandum submitted by Camden Library
Service
LIBRARY SERVICE
STRATEGY
By the mid 1990s Camden's library service was
in decline. In response to the needs for greater financial stringency
the level of service at all its libraries had been reduced. In
many cases this meant that libraries were open for only three
days per week when the buildings had operational overheads for
seven days. Many other library services had adopted a similar
model, and Camden's service levels dropped dramatically as a consequence.
Both visits and book issues dropped substantially.
In 1997 Camden was a Best Value Pilot Authority
and one of the poor-performing services it decided to review was
the library service.
The strategic direction of Camden Library Service
was defined after extensive local consultation undertaken during
the Pilot Best Value Review for Camden (1998-2000). The review
took place against a background of poor levels of user satisfaction,
reduced opening hours and declining usage.
The review resulted in the adoption of a strategy
to both increase use of libraries and improve net satisfaction
ratings. This meant finding measurable ways of reducing the unit
costs of the service while maintaining the existing number of
library outlets, broadly in their existing locations. Implementing
this recommendation involved major cost savings in staff, premises
and support services, developing partnerships with other Council
services and external agencies, and identifying additional external
funds to continue the development of the library service.
An important focus for the review was the number
and location of public libraries in Camden and this issue was
the subject of intensive Council scrutiny and local public consultation
during 1999 and 2000. Local consultation confirmed the high regard
for local library provision in Camden and also demonstrated the
extent of community opposition to a reduction in the number of
libraries. In February 2000, the Council agreed to maintain the
existing number of libraries in Camden in "broadly the same
locations" but also agreed the option to relocate a library
to a site where there was the potential to provide a better and
more cost effective service.
The library service strategy focused on investing
in library buildings, increasing opening hours and the development
of partnerships with learning providers to embrace the new learning
agenda and to make better use of less cost effective part-time
libraries. Significant efficiency savings were generated by reducing
staff costs and premises costs and a modernising drive was launched
to develop informal community learning, increased access to ICT
and reader development initiatives to stimulate increased usage.
INCREASED OPENING
HOURS
Camden Library service has seen an increase
in hours by over 22% (across the board) since 2000. These increases
have included the introduction of Sunday service at two of our
libraries and we recently increased opening hours at Holborn Library
with the introduction of a Wednesday service between 10.00 am
and 6.00 pm.
INVESTING IN
LIBRARY BUILDINGS
Investment in library buildings has succeeded
in transforming Queens Crescent and Highgate Library. Regents
Park Library has also benefited from significant investment. West
Hampstead Library was refurbished in 2001 at a cost of £250,000
and Swiss Cottage Central Library reopened in April 2003 following
an £8.5 million refurbishment. This was the first element
of the Swiss Cottage regeneration project to be completed and
showed the Council's commitment to invest in the future of its
library service. Usage has since increased significantly (Registrations
100%, Issues 40% and Visitors 27%) and the library has just recently
received a RIBA Conservation Commendation.
Looking ahead, £120,000 has been agreed
as a growth item for 2004-05 to allow the refurbishment of Holborn
Library. The Council has invested £1.25million in a new Library
and Community facilities for Kilburn due to open in May 2005.
This new facility is based on a high street location and is co-located
with a learning centre, a youth resource centre and a community
café. We believe that this represents the library of the
future as the single purpose model for library buildings is becoming
unviable. Co-location with other public facilities will become
the way forward for libraries.
ACCESS TO
ELECTRONIC INFORMATION
AND THE
DEVELOPMENT OF
COMMUNITY LEARNING
Increased opening hours and the investment in
library buildings have successfully stimulated increased usage.
Camden has also been successful in broadening the range of services
available through the promotion of free access to ICT and the
development of Community Learning.
Investment from the Council, City Challenge
and the People's Network have allowed the introduction of over
200 PCs for public use and the upgrading of the library service
network and an extensive range of electronic resources that can
be accessed remotely 24 hours a day are now available. The diversification
of library services has meant that new services have resulted
in increased usage and also in new types of users.
The rapid development and delivery of public
computer facilities has been a source of stress at times for staff.
There has been a need to ensure that clear guidelines and policies
are in place to support staff who experience anti-social behavior
from users and we have also had to attend to the pressures that
staff have felt when asked to engage in a larger and wider range
of duties. We recently invested in a self-managed automated PC
booking system to free staff from some of the clerical chores
associated with computer booking and we have also recently installed
a 24-hour automated phone renewal facility that should eventually
reduce the volume of incoming telephone calls. These initiatives
will make it easier for staff to deliver a higher quality face-to-face
service and to be better positioned in terms of contributing to
the support of learning and promotion of reading.
Camden Library Service has moved beyond traditional
usage and succeeded in attracting hard to each group. Over 40%
of new library members and new learners enrolling on courses in
libraries are from black and ethnic minority groups (27% of Camden's
population are from BME communities). The development of informal
community learning has also made an important contribution in
increasing and broadening usage.
The library service developed partnership arrangements
with local colleges in the late 90s whereby the colleges made
use of the neutral and accessible library space to deliver courses.
The Library service then entered into a wider partnership with
a number of FE providers and over 20 community centres, to deliver
on one of the largest UK Online projects in the country in partnership
with Camden's Adult and Community Learning and E.services sections.
The UK Online project delivered the investment
necessary to provide six learning centres as well as extra staff
to support community learning. The six centres are located in
libraries in Neighborhood Renewal areas and over 4,000 learners
have enrolled on courses in libraries during the last two years.
Linked to these "hubs" in libraries are 33 learning
centres in community centres and other community-based outlets.
Community learning has helped increase the usage
of library services and our learning services have also made an
important contribution in promoting social inclusion. Camden is
committed to developing community learning and is one of the few
authorities to mainstream UK Online spending.
INCREASED USAGE
The rapid improvement in the library service
is best evidenced by the rise in visitors to Camden Libraries
since the Best Value Review in 1998.
|
| 1998-99 | 1999-2000
| 2000-01 | 2001-02
| 2002-03 | 2003-04
|
|
| 1,229,000 | 1,712,000
| 1,796,000 | 2,053,058
| 2,028,056 | 2,121,850
|
|
| One of the most significant performance improvements is in users from BME communities. The library service has an effective mechanism for capturing the ethnicity of both learners and library members. Figures for 2003-04 demonstrate that the library service is achieving a figure of 40% of new learners and members considered as members of black or minority ethnic groups.
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NEW MODELS
OF PROVISION
Camden Library Service has been quick to develop new models
of service provision. We were able to maximise the use of several
of our libraries by working in partnership with local colleges
to provide a range of learning services. More recently, we incorporated
a Café facility into the refurbishment of Swiss Cottage
Central Library and it is our intention, in the near future, to
develop additional complementary uses at Swiss Cottage to generate
the revenue necessary to fund increased opening hours.
We are close to opening a brand new library in Kilburn and
this facility will include a Café, learning centre and
Youth Resource Centre. The new facility will be located on a busy
High Road, close to shopping facilities and will replace an under-used
library in a quiet residential street in Kilburn.
Camden library service has been turned round from a poorly
performing service to one of the best services in London over
the last four years. It has a clear sense of direction, a commitment
to community learning, and a strong community development ethos.
22 November 2004
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