Director Governance Management & Information
Services' Report 44/2002
REPORT
BY: DIRECTOR GOVERNANCE MANAGEMENT &
INFORMATION SERVICES
INTRODUCTION:
The purpose of this document is to report on a survey
conducted by Randwick City Library & Information Service asking members for
their opinion on the hours of operation of Matraville Branch Library. The
report recommends that the hours of operation be adjusted as listed below:
Current Hours of Operation
Monday - Thursday - 9.30 am - 1.00 pm, 2.00 pm - 5.00 pm
Friday - Closed
Saturday - Closed
Proposed Hours of Operation
Monday - 3.00 pm - 7.00 pm
Tuesday - Thursday 9.30 am - 1.00 pm, 2.00 pm - 5.00 pm
Friday - Closed
Saturday - 9.30 am - 12.00 noon
ISSUES:
The 2001/2 Budget included an overall savings requirement
in the vicinity of $20,000.00 per annum or the equivalent of 0.5 EFT library
assistant. To achieve the saving Council made the decision to reduce Matraville
Branch Library hours. This included closing the library between 1.00pm and 2.00pm Monday – Thursday and on Saturday mornings. The Budget savings have
been achieved.
The change to reduced hours
commenced on Monday 5th November 2001. Notices were prominently
placed at all library service points over the previous 6 weeks and a comments
book was made available at Matraville Library for customer response.
Since
that time there has been a significant reduction in usage levels. Customers
have also voiced considerable criticism through the comments book and directly
to staff. In particular, they have requested re-instatement of Saturday morning
operations. A report by the Acting Matraville Outreach Library Officer on
customer concerns is included as Attachment 1. Some important points raised by customers have been:
§ The disadvantage facing
full time workers who are now unable to get to the library after work, or on
Saturdays – i.e. no access at all
§ The difficulty of parents
with young children who are now having difficulty juggling the new hours with
child minding in order to attend
§ Parents are concerned
about the decrease of access hours to the library for educational material, and
the development of their child’s appreciation of literature (eg. especially
Saturday mornings, where the family can attend as a group and parents can
actively encourage their children’s reading choices)
§ The fact that the
proposed development of the Prince Henry Hospital site suggests an increase
in local population and a heightened demand for services, not the reduction of
them
Services provided at Matraville
Branch Library have been steadily eroded since the initial reduction in hours
of operation was implemented in 1999. Each time there is a reduction in hours
of operation there is a corresponding reduction in usage. As an example, since
the latest changes to hours was implemented in November 2001 there has been an
average 27% reduction in overall usage. Statistics do not indicate that former
Matraville Branch members have transferred to the Bowen Library for their
library needs but rather have more than likely ceased using Randwick libraries
altogether. The table below provides a detailed summary of usage statistics for
the January-March quarters in 2001 and 2002.
Matraville Library Comparative Usage:
|
January-March
|
2002
|
2001
|
|
Hours of operation
|
318.5
|
415
|
|
Loans
|
7235
|
10234
|
|
Loans per hour
|
22.4
|
24.7
|
|
Visits
|
5236
|
6169
|
|
Information enquiries
|
398
|
1296
|
A survey was designed in March
2002 to establish if there was a demand for adjusting the hours of operation.
The survey emphasised the fact that any changes to hours of operation would
need to be within the existing L&IS budget, as additional funding would not
be forthcoming. Three options were provided on the form. A copy of the survey
form is included as Attachment 2.
The survey was launched on 25th March 2002, running until 30th April 2002. Survey forms were
distributed to library customers residing in the 2036 postcode area and were
available from the Matraville Branch Library and the Bowen Library. The survey
was publicised in the Mayor’s Column “Regarding Randwick” in the Southern
Courier in the first week of April. In all, 3000 survey forms were mailed
to library members.
Survey results:
405 survey forms were completed
and returned to either Bowen or Matraville Branch Library.
Over 200 mailed survey forms were
returned marked “Left Address”. This allowed library staff to remove members
who have moved out of the City and/or no longer utilise the library service.
The results were are follows:
§ 327 of the completed
forms favoured the first option - to amend hours of opening
§ 19 completed forms
favoured Option 2 but 6 forms did not state which alternative night they would
prefer the library to open.
§ 54 completed forms were
in favour of Option 3 - maintaining existing hours.
§ 5 other responses did
not want any of those options.
A full
breakdown of the survey results is included in Attachment 3.
Staffing and funding:
Existing staff will either work
the Saturday morning shift as part of their normal hours of employment or as
flex time, as per current employment conditions. Staff currently working at the
Bowen Library under the same employment conditions will provide additional
support.
As there will be no increase in hours of operation there
is effectively no additional funding required to adjust the hours of operation
at Matraville Branch Library. That is, the proposed changes can be achieved
within the existing Budget.
Proposed new hours of operation:
Monday - 3.00 pm - 7.00 pm
Tuesday - Thursday 9.30 am - 1.00 pm, 2.00 pm - 5.00 pm
Friday - Closed
Saturday - 9.30 am - 12.00 noon
CONCLUSION:
The opportunity exists to revise the hours of operation
for Matraville Branch to satisfy customer need while remaining within the
existing budget. There is a clear customer preference for re-opening on
Saturday mornings and for a Monday evening opening.
RECOMMENDATION:
a) That the report on the Matraville Branch
Library Hours of operation be noted.
b) That a trial of the proposed new hours of operation be
initiated for a six month period, commencing Saturday 1st February
2003.
c) That a report on the
trial be presented to the Committee in August 2003.
ATTACHMENT/S:
1. Report on Response to Changed Sours
at Matraville Branch Library.
2. Sample Survey - Matraville Branch Library Hours of
Operation.
3. Survey Results.
Attachment 1
REPORT ON RESPONSE
TO CHANGED HOURS
AT
MATRAVILLE BRANCH LIBRARY
18th February 2002
Customers have been encouraged to write responses or
criticism of the changed hours in a comments book which is placed in a prominent
position at the enquiries desk in the library. To date we have had 22 comments
recorded, some of these being written prior to the full change of hours having
been implemented, (i.e., when it was still under proposal) and others
subsequent to it.
A breakdown of
the comments is as follows:
Two comments (9% of the total)
are positive – one being a general response to the quality of the library
service, the other welcoming the earlier (9.30am) opening hours.
The remaining 20 (91%) are
critical of the changed hours. Of these 19, the emphasis is as follows:
Four general comments about the problem limited access,
though without pinpointing any specific aspect of the changed hours
One comment specifically addressing the earlier afternoon
closure alone.
Five comments complaining about both the earlier afternoon and
Saturday closure
Nine comments specifically complaining about Saturday
morning closure alone
One comment critical of both lunchtime and
Saturday morning closure
These complaints appear to
indicate that Saturday morning closure is the source of most dissatisfaction
amongst complainants, (Saturday being mentioned specifically in 75% of the
complaints, with 45% of the complaints specifically addressing Saturday closure
alone) By contrast, lunchtime closure was only mentioned once, suggesting that
this is possibly the least problematic of the changes.
The reasons given to justify the
complaints include:
The
disadvantage facing full time workers who are now unable to get to the library
after work, or on Saturdays – i.e. no access at all
The difficulty of parents with young children who are
now having difficulty juggling hours and child minding in order to attend
Parents who are concerned about their children’s
increasing lack of access to the library for educational material, and for the
development their appreciation of literature (eg. especially Saturday mornings,
where the family can attend as a group and parents can actively encourage their
children’s reading choices)
The fact that the proposed development of the Prince
Henry Hospital site suggests an increase in local population and a
heightened demand for services, not the reduction of them
Residents and ratepayers are not getting value for
the contribution of their fees, and services should be improving, not the
reverse
Comments include the support of the La Perouse
Precinct Committee for the retention of original hours
One comment suggests that the reintroduction of
Saturday morning opening alone would discriminate against Jewish
people who are not active during the period of the Sabbath
The absence of a proper after hours book chute – (we
are looking at the possibility of having one available at the newsagent next
door)
Some specific
suggestions, (apart form the general re-introduction of previous hours) are
made, with varying degrees of practicality. They include:
Opening on one or two Saturdays per month
Closing on Mondays, or another day in order to enable
Saturday opening
Remaining open later at least one evening per week
Staff have also received verbal comments, and while we
have encouraged customers to put their thoughts in writing, some have remained
sceptical of the value of this, offering responses such as “What’s the point,
it won’t change their mind” or something to that effect: in other words,
Council will go ahead and make changes and continue to rationalize regardless
of customer needs and viewpoints.
In recent
weeks, two or three customers have asked: “They’re going to close this place
down aren’t they?” This belief is being fed by the previous attempt at closure
a few years ago, and the gradual reduction of services which appear to make the
library less and less viable and relevant. (Despite the reduced opening times,
and the overall decrease in circulation, it is encouraging to see in the latest
set of statistics for January 2002 that there has actually been an increase
in the number of loans per hour in comparison with January 2001)
When we have
informed customers of the possibility of the library being
relocated within the Prince Henry Complex, with larger facilities and more
staff, this has been met with mixed response – some people quite enthusiastic,
and others, (especially older people) seeing its proposed location as just that
bit further away, and less accessible.
Attachment 2 25th
March 2002
Sample Survey
Dear Library Customer,
MATRAVILLE
BRANCH LIBRARY HOURS OF OPERATION
In 2001, as a result of budget constraints, Matraville
Branch Library hours of operation were changed and somewhat reduced. In
particular, Saturday morning operations ceased.
Randwick Council is aware
that customers are not completely satisfied with the new hours of operation.
Your comments concerning later evening openings and Saturday morning operations
have been noted.
At present it is not possible to
increase hours of operation at Matraville library, as additional funding is
simply not available and staffing across our three libraries is very tight.
However, library staff are keen to try and adjust hours to better suit customer
needs.
The proposed change to
hours would include a late evening opening on Monday nights and reinstatement
of Saturday morning hours. We need your input.
Please tick the box to indicate
your preference for hours of operation at Matraville library – please tick
one box only.
Proposed new hours of operation
Monday 3.00 pm – 7.00 pm
Tuesday –
Thursday 9.30 am – 1.00 pm, 2.00 pm – 5.00 pm
Saturday 9.30 am
– 12.00 noon
Proposed new hours but open on a different late night other
than Monday [please write your preferred alternative]
……………………..
Retain existing hours
Monday –
Thursday 9.30 am – 1.00 pm, 2.00 pm – 5.00 pm
Please complete this survey and
return it to any branch of Randwick City Library & Information Service by 30th April 2002.
Thank you
Julie Jarvis
Manager, Library &
Information Services
Attachment 3
Survey Results
Option 1:
proposed new hours
327 in favour
Option 2:
proposed new hours and different night
1 – Tuesday
1 – Tuesday or
Wednesday
5 - Wednesday
6 – Thursday
6 – no
specific suggestion
Option 3:
retain existing hours
54 in favour
Other
responses:
2 – only want
Saturday mornings
2 – prefer to
use Bowen Library and consider Matraville to be inadequate to meet needs.
1 – Mon – Fri 2 – 7 pm, Sat 11 - 4 pm
Director Governance Management & Information
Services' Report 45/2002
REPORT
BY: DIRECTOR GOVERNANCE MANAGEMENT &
INFORMATION SERVICES
INTRODUCTION:
The Randwick City Library
Information Services and Technology Strategic Plan 2002-2005 has been developed
in response to advances in technology, particularly the Internet and to the ever increasing emphasis on
the use and availability of information and technology in society today.
ISSUES:
This plan recognises the
increasingly significant role of libraries as open and equitable points of
access to technology and information. The plan will direct the development and
implementation of Randwick City Library Service (RCLIS) goals and strategies
that are directly and indirectly affected by technology, ensuring that library resources
and technology available will support the needs of the Randwick community.
Central to the RCLIS Plan (2002 –
2005) are goals related to 5 key areas:
1.
Technology
· Identify and evaluate
emerging and existing technologies and resources that meet and anticipate
customers needs in the most efficient manner
2. Access
· Provide optimum and
equitable access to electronic resources at all library locations and remotely
3. Online
Content
· Continue to ensure that
the library service is the most comprehensive source of online information for
the community
4. Training
· Develop the role of the
library as a centre for lifelong learning through the provision of
technology-based training for library staff and customers
5. Internal
Systems and Networking Infrastructure
Maintain flexibility of library networks and systems to
adapt to new and changing technologies that meet customer requirements.
CONCLUSION:
As technology is continuously
evolving, it is impossible to predict all the opportunities the Library will
have over the next few years. Consequently, this plan is intended to be
flexible in order to adapt to inevitable future developments. It reflects a
broad overview of the environment in which RCLIS operates and excludes any
specific hardware or software recommendations. The plan will be broadly
reviewed and updated on an annual basis and thoroughly reviewed and updated
during 2005 to accommodate future developments.
RECOMMENDATION:
1. That the Library Information Services and
Technology Plan 2002-2005 be received and noted.
2. That future Council Management Plans and
Budgets incorporate the Goals, Objectives and Strategies outlined in the
Library Information Services and Technology Plan 2002-2005.
ATTACHMENT/S:
Library Information Services and
Technology Plan 2002-2005
Randwick City
Library and Information Service
Library Information Services and
Technology Strategic Plan
2002-2005
Executive Summary
The Randwick City Library and Information Service (RCLIS)
Library Information Services and Technology Plan (2002-2005) has been developed
in response to advances in technology, particularly the Internet and to the
ever-increasing emphasis on the use and availability of information and
technology in society today.
This plan recognises the
increasingly significant role of libraries as open and equitable points of
access to technology and information. The plan will direct the development and
implementation of RCLIS goals and strategies that are directly and indirectly
affected by technology, ensuring that library resources and technology
available will support the needs of the Randwick community.
Central to the RCLIS Plan (2002 –
2005) are goals related to 5 key areas:
1.
Technology
· Identify and evaluate
emerging and existing technologies and resources that meet and anticipate
customers needs in the most efficient manner
2. Access
· Provide optimum and
equitable access to electronic resources at all library locations and remotely
3. Online
Content
· Continue to ensure that
the library service is the most comprehensive source of online information for
the community
4. Training
· Develop the role of the
library as a centre for lifelong learning through the provision of
technology-based training for library staff and customers
5. Internal
Systems and Networking Infrastructure
· Maintain flexibility of
library networks and systems to adapt to new and changing technologies that
meet customer requirements.
As
technology is continuously evolving, it is impossible to predict all the
opportunities the Library will have over the next few years. Consequently, this
plan is intended to be flexible in order to adapt to inevitable future
developments. It reflects a broad overview of the environment in which RCLIS
operates and excludes any specific hardware or software recommendations. The
plan will be broadly reviewed and updated on an annual basis and thoroughly
reviewed and updated during 2005 to accommodate future developments.
Introduction
Background
Advances in technology,
particularly the Internet, and the growing emphasis on the use and availability
of information and technology in society today have supported increased
customer demand for access to library services and to online information
resources. As outlined in the Library Management Strategic plan 2000-2003, the
Randwick City Library and Information Service (RCLIS) is committed to providing
the community of Randwick (ratepayers, residents and visitors), councillors and
council staff with an innovative and technically superior library and
information service. The development of a Strategic Information Technology Plan
is in response to these demands.
Mission Statement and Goals
“To develop and promote the
role of the library as a vital community resource of information services,
information technology, and cultural activity and to ensure that all customers
have timely and equitable access to information and services.”
The Strategic Information
Technology Plan will direct the development and implementation of RCLIS goals
and strategies that are directly and indirectly affected by technology,
ensuring that library resources and technology available will support the needs
of the Randwick community. Harnessing the potential of technology is a
challenge for any organisation, and particularly the information-based
"industry" of the Public Library. Technological solutions are capable
of providing a flexible pathway to services and resources for the community
whenever they may need assistance and wherever they may be. However,
technology should be used only if it adds value to the Library Service and its
customers. To that end, this plan is designed to evaluate emerging technologies
to ascertain if they will be of benefit to RCLIS customers and staff. The plan
also evaluate areas where the potential exists for technology to create
solutions that seek to:
- increase the information and services that can be offered
to our increasingly diverse community;
- automate functions and tasks and consequently increase the
efficiency of Library staff;
- extend a service or resource to a previously undetected
segment of the community.
Some of these technologies will be
woven into the framework of library services through existing library
automation vendors while other technologies will be developed locally.
The Library’s role as the community’s information utility
is to provide equitable and adequate access to information in any form,
including printed and electronic, at any time and any location. Technology
access and information literacy are essential requirements for access to this
information. The Library will therefore endeavour to provide optimum access to
technology at all library locations, ensuring that in doing so equity of access
issues are addressed. Also the Library will expand its educator role as a guide
through the multitude of available information sources and to meet customer
requests for technology based training.
This plan sets forth goals, objectives and strategies
that RCLIS will pursue over the coming years to realise its commitment. More
specific implementation processes will be developed in the yearly Library
Management Plan and individual work plans to accomplish the objectives and
strategies.
Vision Statement
This vision statement is intended to express how the library
and its services and resources will be improved or modified as a result of
using information technology effectively. It is a broad, general vision on the
use of technology in the future.
“All Randwick residents have
equitable, convenient and universal access to the information resources and
services they need to meet personal, educational, and community goals”
Assumptions and Key Success Factors
These assumptions detail the
environment in which Randwick City Library and Information Service exists and
operates. They reflect current internal and external factors that will impact
on the development and implementation of this IT strategic plan.
§ The Internet is a major
focus for RCLIS activities and will increasingly be the major conduit for its
services.
§ The influence of the
Internet will continue to extend throughout the community and in the future
will offer many more resources to users in differing formats. As the Internet
will be a major conduit for services, communications will be an integral
component in enabling the provision of services.
§ There
is increasing demand for remote access to information and services.
§ Internet users require
speed and convenience when using online resources. There will be an increasing
expectation of a quick response for online resources.
§ The RCLIS network is
not an independent entity. It is part of the Randwick City Council wide network
and operates under and is confined by decisions made by RCC, through the I.T.
division. The I.T. division provides, in part, technical support, network
management, system maintenance and upgrading.
§ A Service Level
agreement is in place to ensure adequate support to RCLIS and our customers.
§ Randwick City Council
is part of the Total Corporate System Syndicate of Councils, which plans to,
through a tendering process, purchase a replacement integrated total software
solution, including an option to supply and manage software applications and
services through a Managed Service Provider.
§ As part of the Total
Corporate System Consortium Project, Randwick City Council will implement the
new Library Management System component of the successful tenderers software
suite. This will be available via the Council Server. It is expected that the
new system will be implemented during 2003.
§ The plan assumes a
strong and well-supported technology infrastructure with adequate levels of
connectivity needed to support the planned services, technology and networks.
§ RCLIS will continue to
endeavour to obtain sponsorship outside of Randwick City Council to assist in
the implementation of certain technology projects. Previous examples of
sponsors include Randwick Rotary who have provided printers, NSW.Net who have
provided PC’s for Internet access, and State Library of NSW who have provided
grants including $37, 318 for the Children’s Electronic Discovery Centres.
Consultation
While this plan is authored by
Megan Saville (Online Services Librarian) and Lynn McIntosh (Reference and
Information Coordinator), it reflects the ideas and input from the Library
Information Services and Technology Strategic Plan (LISTSP) Advisory Committee.
This committee, made up of interested library staff, has been involved in
developing the strategic plan and will continue to be so over the life of the
plan. The Randwick City Council Information Technology Division has also and
will continue to participate in an advisory role. A nominated representative
from CIT is also to be appointed to the committee.
As technology is rapidly
changing, it would be impossible to predict all the opportunities the Library
will have over the next few years. Consequently, this plan is intended to be
flexible in order to adapt to inevitable future developments. Any
recommendations will be referred back to the LISTSP committee.
Evaluation
This plan covers a three-year
period, from July 2002 to June 2005. It will be broadly reviewed and updated on
an annual basis. During the third year of this plan the IT Strategic plan
advisory committee will undertake a thorough review and revision of the plan.
Each objective and strategy stated in the plan will be appraised for successful
implementation or otherwise. The results of the appraisal will then be used to
determine the general progress on goals. Accordingly, goals will be modified,
if necessary and new goals will be developed based on needs assessments and
input from associated groups consulted during the review.
