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University of Leeds Library. Implementation of self service Jane Saunders, Head of Customer Services. Background to self service. Part implementation of self service since 2000/2001 By 2009/10 self service issue and return at all sites, accounting for about 60% of issues - PowerPoint PPT Presentation
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University of Leeds Library
Implementation of self service
Jane Saunders, Head of Customer Services
Background to self service
• Part implementation of self service since 2000/2001• By 2009/10 self service issue and return at all sites,
accounting for about 60% of issues• Accelerated Sept 10 as a result of the University’s
economies exercise
Background at Leeds
• 3 main campus libraries• Just under 2 million entries• About 700,000 issues• About 30,000 students
Components of self-service
• Online access to user account, reservations, renewals• Online requesting of stores items• Online document supply (Autumn 09)• Online payment of charges (Autumn 09)• Shorter enquiry desk hours
Components of self-service – Sept 2010
• Removal of counters – all self issue and return• Booksorter at busiest site• Self pick up of holds• Enquiry desk staffed for just over 50% of opening hours
Staffing - overall
• Restructuring of Customer Services – staff savings (FTE):• 7 Customer Services Assistant posts• 2 Assistant Manager posts• .5 Weekend Manager post• 1 Manager post
• Overall Customer Services staff reduced from about 80 FTE to about 70 FTE
Staffing – preparation for change
• Economies exercise as backdrop• Staff involved in planning new work spaces• Staff visits
Staffing – ongoing change
• Grade 4 Customer Services Assistants taking more operational responsibility
• Grade 3 staff dealing with enquiries at desks and out on the floor
• Grade 2 staff extending range of tasks
Current activities
• Training• Occupational health on customer interaction• Online training materials for “factual” areas• Mentoring/buddying
• Roving• Staff visibility• Reworking routines and procedures• Roving technology
Verdict
• Jan – May 2011 tally of self service hours enquiries security staff not trained to answer
• 2,656 enquiries, or 6% of total enquiries received face to face in that period
• Student user groups liked the facilities• NSS score up from 88% in 2010 to 90% 2011
Improvements
• Access• Self issue/return
• Clearer wording• RFID tagging
• Staff training and support during self service hours• Promotion of self service
• Portal• Web site
Summary
• Savings achieved• Good customer experience• More work to do on adapting staffing profile and procedures
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