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New Service Delivery Models: New Service Delivery Models: Redesigning Library Services Redesigning Library Services
atatNUI GalwayNUI Galway
Niall McSweeneyNiall McSweeneyHead of Information ServicesHead of Information Services
James Hardiman libraryJames Hardiman library
INULS, University of Limerick, 2009INULS, University of Limerick, 2009
Today’s presentationToday’s presentation
Why redesign services?Why redesign services? Key priority areasKey priority areas How process happened?How process happened? Where are we now?Where are we now? Future – a changing environmentFuture – a changing environment
Why redesign?Why redesign?
Overall aim:Overall aim:
Increase Customer focus of our Increase Customer focus of our servicesservices
Long history of surveysLong history of surveys Responding to what users were Responding to what users were
identifyingidentifying Responding to staff issues i.e. work Responding to staff issues i.e. work
areasareas
How process happened?How process happened?
2006 – 20082006 – 2008 Senior Management TeamSenior Management Team
- looked at overall vision, setting - looked at overall vision, setting prioritiespriorities
- clear management of change process- clear management of change process Procurement/Hiring of Architect/BuildersProcurement/Hiring of Architect/Builders Consultation with staff through briefingsConsultation with staff through briefings
and general involvement in plans etcand general involvement in plans etc
Priority areasPriority areas
Make Customer experience more positiveMake Customer experience more positive One stop where possibleOne stop where possible Self-service Self-service
- issues/returns- issues/returns
- information skills- information skills
(Lark Online; Captivate; Graduate Skills)(Lark Online; Captivate; Graduate Skills)
- automated entry (not yet)- automated entry (not yet)
Information supportInformation support
Overall, creation of stratified information Overall, creation of stratified information support servicessupport services
General queries to new Customer DeskGeneral queries to new Customer Desk Subject specific queries referred to Subject specific queries referred to
Information Assistants, Information Information Assistants, Information Librarians, Research Support LibrariansLibrarians, Research Support Librarians
Newly designed Information Offices with Newly designed Information Offices with new groupings of staffnew groupings of staff
Information Services Information Services DivisionDivision
Teaching and Learning SupportTeaching and Learning Support
- Information Librarians ( 6.5 full time eqa.)- Information Librarians ( 6.5 full time eqa.)
- Information Assistants (5 f/t and 6 p/t)- Information Assistants (5 f/t and 6 p/t)
- some new Information Assistant roles in - some new Information Assistant roles in
Arts/Social Science and Eng/ScienceArts/Social Science and Eng/Science Research SupportResearch Support
- 2 Research Support Librarians- 2 Research Support Librarians E-resource LibrarianE-resource Librarian
Information Services Information Services
Information offices for:Information offices for:
Arts/Social Sciences/Science and Arts/Social Sciences/Science and EngineeringEngineering
Law/Public Policy and BusinessLaw/Public Policy and Business
- new signage and stronger visibility- new signage and stronger visibility
- prominence of service- prominence of service
- reflect college restructuring- reflect college restructuring
contcont
Research Support Librarian officeResearch Support Librarian office
(new HSS Research Building 2010)(new HSS Research Building 2010)
- STM Research Support Librarian- STM Research Support Librarian
- Humanities Research Support - Humanities Research Support LibrarianLibrarian
New Nursing extensionNew Nursing extension Medical LibraryMedical Library
Customer Services DeskCustomer Services Desk
Staff from Reader and Information Staff from Reader and Information ServicesServices
Customer Care TeamCustomer Care Team Rota to include stints on floors at Rota to include stints on floors at
smallersmaller
customer deskscustomer desks Receptional and general queriesReceptional and general queries
Opening HoursOpening Hours
Term-timeTerm-time - Negotiated 7 day opening - Negotiated 7 day opening
throughout academic year (Sept-May)throughout academic year (Sept-May)Benefits:Benefits: Increase in term-time opening of Increase in term-time opening of 366 366
hours, or 15%hours, or 15% Opening at 8.30 rather than 9.00 Opening at 8.30 rather than 9.00
throughout academic yearthroughout academic year
Cont.Cont.
Library open all day Saturday and Library open all day Saturday and Sunday throughout academic yearSunday throughout academic year
Elimination of all overtime except Elimination of all overtime except that for Sunday premium workingthat for Sunday premium working
Improved timetables and work Improved timetables and work schedules for the Stewards in schedules for the Stewards in working a 5 over 7 weekworking a 5 over 7 week
Opening HoursOpening Hours
Summer-TimeSummer-TimeNegotiated 6 day opening throughout the Negotiated 6 day opening throughout the summer months (end May – early Sept)summer months (end May – early Sept)Benefits:Benefits: Increase in Library summer-time Increase in Library summer-time
opening of opening of 385 hours or 64%385 hours or 64% Library open from 8.30 rather than 9.00 Library open from 8.30 rather than 9.00
throughout the Summerthroughout the Summer
Cont.Cont.
Library closing at 22.00 instead of 17.30 Library closing at 22.00 instead of 17.30 Monday to Thursday throughout the Monday to Thursday throughout the summer months.summer months.
Library open all day Saturday throughout Library open all day Saturday throughout summer monthssummer months
Elimination of all overtimeElimination of all overtime New recruits to the Stewards team liable New recruits to the Stewards team liable
for evening/weekend work throughout the for evening/weekend work throughout the summer months.summer months.
Redesign of Library FoyerRedesign of Library Foyer
New purpose built Customer DeskNew purpose built Customer Desk New Information desk and officesNew Information desk and offices Consultation areaConsultation area Use of new lighting, carpets, glass, Use of new lighting, carpets, glass,
modular design, glass and bright modular design, glass and bright colourscolours
Staff mobilityStaff mobility
2 supervisor roles for Library 2 supervisor roles for Library assistantsassistants
Divisional move for some staffDivisional move for some staff Increased team workingIncreased team working New working areasNew working areas
Some outstanding issuesSome outstanding issues
Self-issue machines – more neededSelf-issue machines – more needed Customer Desk – perhaps clearer Customer Desk – perhaps clearer
information role needs to be specified?information role needs to be specified? Referral procedures needed to be Referral procedures needed to be
reviewedreviewed Staff groupings may need to be looked Staff groupings may need to be looked
atat
in Information Servicesin Information Services
Cont.Cont.
Some staff still uneasy with new Some staff still uneasy with new arrangementsarrangements
Some of Information offices nor used Some of Information offices nor used as much as we would likeas much as we would like
Customer unsure of new Customer unsure of new arrangements i.e recent arrangements i.e recent undergraduate surveyundergraduate survey
FutureFuture
Changing timesChanging times We’re well positionedWe’re well positioned We have looked at ourselves and We have looked at ourselves and
however we feel about it, have gone however we feel about it, have gone through changethrough change
HSS BuildingHSS Building We need to keep monitoring, talking, We need to keep monitoring, talking,
working togetherworking together