Library Service Customer Relations, Environment and Culture April - - PowerPoint PPT Presentation

Library Service

Customer Relations, Environment and Culture

April 2019

Hounslow Library Service

Hounslow’s Library Service consists of 11 libraries, an archives and local studies collection, and specialist services serving discrete users e.g. those who are housebound and isolated. We have 223,570 items available to customers excluding the specialist collections. Resident satisfaction with the service is 92.8%. LIBRARY CORE SERVICE

• Books in standard and large print
• Audio books, CD’s and DVDS
• Newspapers and magazines including e-magazines
• Books and newspapers in a range of community languages
• Computer and internet access through the public library computers
• Free Wi-Fi at all libraries
• Access to online services and resources
• Story times and Baby rhyme times
• Study space and quiet areas
• Events and activities to support reading and literacy

Library Service Key Facts

• Total book stock is 319,816 (at February 2018)
• Annual visits in 2016/17 were 341,446
• Annual issues for books and other stock are 1,166,316 including Schools

Library Service

• 22850.5 free hours of ICT are delivered annually through 127 public computers
• The service supports 35 Care Homes, 484 housebound and disabled users
• In 2018, 1741 children were involved the national Summer Reading Scheme

supported by 32 young volunteers

• There are 22 786 active borrowers as of March 2019 which is 9.65% percent of

the population borrowers returning/issuing or reserving an item

Specialist Library Services

• Home Library Service providing books to those unable to access

public libraries

• 494 individual users and 36 care homes
• Average of 1140 users each month
• 3.5% growth in 2018
• School Library Service offering project loans and an advisory

service to subscribing schools

• 38 Hounslow Primary Schools
• 11 Hounslow Secondary Schools
• 14 Ealing Primary Schools
• Events for Ealing and Hounslow schools - Teen Reads, Junior

Book Awards, Poetry Slam, Speed Read, World Book Day Celebration, Illustration Celebration and author talks

Specialist Library Services

Local Studies and Archives

• Aims to promote an interesting local history with the community
• Help customers know about the history of the borough, its

inhabitants, buildings and geography

• 394 visitors since March 2018 for whom 399 archived documents

and images were produced

• Added 236 items to the collection
• Delivered talks and tours to 17 schools groups reaching 600 pupils

Local History Day - 3rd November 2018

Fruit Picking, Feltham Community Play activity

Library Structure Chart and Library Hubs

Library Service Strategy Key Aims

• Brighter futures: supporting confidence in reading

and readiness for school

• Supporting health and wellbeing particularly for
• lder people
• Giving communities access to free information and

signposting

• Delivering a viable, sustainable and quality service

which is value for money

Library Service Developments

Proposed new Opening Hours

• We are currently consulting with Residents regarding some minor changes to
• pening hours
• Additional opening hours proposed for Hanworth & Isleworth Libraries are in

line with the Leisure Centres opening hours offering access to borrow and return books and media.

• Consultation in progress with vulnerable groups whose mobility is limited

because of age, disability or illness and for those who may not be digitally literate to engage in self-service. (Speak out Hounslow and Local Groups of disabled people)

Library Service Development

• Hounslow Libraries plan to join the London Libraries Consortium (LLC) in early 2020 this will give

access to library stock throughout other 17 London Boroughs and Luton.

• The LLC currently includes Barking and Dagenham, Bexley, Brent, Bromley, Ealing, Enfield,

Hackney, Harrow, Havering, Kingston Upon Thames, Lewisham, Luton, Merton, Newham, Redbridge, Sutton, Tower Hamlets and Waltham Forest. Being part of the LLC will include the following benefits:

• Provision of a Library Management System which provides an improved service at a lower cost
• Access to a wide range of resources via a shared catalogue, estimated at circa 6 million items
• ver 150 libraries and including some of London's biggest community language collection
• Collaboration in service developments and access to the LLC development fund
• A library card which is usable across all LLC members, invaluable when people live and work

across London

Hounslow House

Income Generation Plan 2018 to 2022

The plan includes:

• Review of General Library Fees and Charges
• Review Specialist Services Fees and Charges
• Generate income by working with partners/other service to

maximise usage of all Library Spaces

• Look at the feasibility of securing external funding and selling

services and products in Libraries

Capital Investment Programme

Capital investment secured for £1.1million over four years

• To improve our facilities and make buildings fit for purpose
• Upgrade Self Service technology – 17 new self service kiosks with

potential to use for other customer services transactions

• Software modules for Peoples Network Self releasing booking and

printing

• General repairs and refurbishment of the library estate

Libraries Delivering Customer Services

• Working closer with the Customer Services Team to identify

services that can be delivered in libraries – reducing footfall in Hounslow House

• Current offer includes supporting residents to access LBH

website and application processes ie Garden Waste Scheme Sign up, Resident Parking Permits. Signposting residents to

• ther support services in the borough
• Supporting residents who have difficulty accessing and using

technology

Partnership Working

Adult Education – Additional Learning Facilities and Investment in libraries

• Feltham Library 4 classrooms currently providing learning facilities for

adults

• Heston Library a new classroom has just been built
• Brentford Library – Designs ready for remedial work to go to planning
• 2 classrooms and enhanced library facilities
• Bedfont Library – Design in progress for additional 1/2 spaces and

improved library facilities.

Partnership Working

Brentford Library Plans

Partnership Working Continued

• Dementia Coordinator and Alzheimer's Society - Looking at using

spaces in libraries in Hounslow to create dementia hubs to include pop up dementia clinics, and to run occasional dementia cafes or similar events.

• Nat West – Working with Community Engagement Manager to

deliver fraud awareness sessions

• Connexions service and the NEET coordinator for care leavers

starting drop in sessions at Hounslow House Library for 15th April 2019

• Creative Peoples and Places – Delivering an Arts Council Funded

project in libraries to bring visual arts to the community

More Partnership Working

• Beavers Children Centre – Working with the Children’s

Centre to deliver story time sessions

• Book Start – Working with Health Centres and nurseried to

deliver the Nationally funded Book Trust Programme to babies and children. Free book packs for babies and nursery school children

• Working with Voluntary sector – Hounslow Volunteer Network.

Presentation delivered to the group in December 2018 and further discussions to place around partnership working with community groups and volunteer organisations.