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Renewal: transforming Manchester’s Libraries and Archives Nicky Parker Head of Transformation and Business Improvement Manchester City Council

Renewal: transforming Manchester’s Libraries and Archives

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Renewal: transforming Manchester’s Libraries and Archives. Manchester. City of population of 460,000 Fastest growing economy outside London City Region status, 2.5 million population 23% BME population 350,000 students within an hour’s drive The Original Modern City. Manchester Libraries. - PowerPoint PPT Presentation

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Page 1: Renewal: transforming Manchester’s Libraries and Archives

Renewal: transforming Manchester’s Libraries and Archives

Nicky ParkerHead of Transformation and Business ImprovementManchester City Council

Page 2: Renewal: transforming Manchester’s Libraries and Archives

Manchester• City of population of 460,000• Fastest growing economy outside

London• City Region status, 2.5 million population• 23% BME population• 350,000 students within an hour’s drive• The Original Modern City

Page 3: Renewal: transforming Manchester’s Libraries and Archives

Manchester Libraries• 22 community libraries• Central Library• Library at HMP Manchester• Greater Manchester County Record Office• Manchester Archive Service• 24 hour virtual Library• Shared Services across Greater Manchester

and the North West

Page 4: Renewal: transforming Manchester’s Libraries and Archives

Overview

• The case for transformation• The transformation journey• Efficiency agenda• Future developments

Page 5: Renewal: transforming Manchester’s Libraries and Archives

The case for transformation• Very few new library developments since 80s

• No capital funding available

• Poor fabric of existing portfolio

• Poor customer and resident satisfaction rates

• High customer expectation vs increased competition

• Poor performance in issues, new members, visits, PC usage

• Poor Audit Commission Inspection – failing service with little prospect for improvement

Page 6: Renewal: transforming Manchester’s Libraries and Archives

Library Transformation Programme2005-2006 getting the basics right

2006-2010 growing and changing

2010- now meeting the efficiencies challenge

wider Council transformation

Page 7: Renewal: transforming Manchester’s Libraries and Archives

Getting the basics right• Vision, values, objectives• Defining the Library offer• Investing in our people- staff and

customers• Performance Management Framework-

defining the metrics• Asset Management Plan- Renewal

Page 8: Renewal: transforming Manchester’s Libraries and Archives

Visions, values, objectives• Vision for the Library Service, embedding

it back into the life of the City

• Values- people, place, pride

• Deliver objectives that are important for the City- health, jobs, learning, sustainable neighbourhoods, Customer

Page 9: Renewal: transforming Manchester’s Libraries and Archives

Investing in staff

• Induction programme for all teams following

new structure

• Team leadership and team development

programme

• Staff led Service Improvement Groups

Page 10: Renewal: transforming Manchester’s Libraries and Archives

Investment in Customers• Review of membership

• Sorted out the Reservations Service

• Meet the neighbours

• Review of Fees and Charges

• Encouraged and acted on Customer Feedback

• Stock Surgeries

Page 11: Renewal: transforming Manchester’s Libraries and Archives

Performance Management Framework• Developed a PMF with support from The

Audit Commission• Focused on the main things• New collection, monitoring and reporting

mechanisms• Used to improve and promote the service• Became a key PR tool

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Page 13: Renewal: transforming Manchester’s Libraries and Archives
Page 14: Renewal: transforming Manchester’s Libraries and Archives

Renewal: New Libraries for Manchester• Programme of capital investment called Renewal

• Funding from the City Council and innovative partnerships

• Integrated whole City approach

• Co-location strategy: colleges, adult learning centres, academy schools, supermarkets, leisure centres, children’s centres, health centres.

• Location: re-siting libraries at the heart of regenerated communities

Page 15: Renewal: transforming Manchester’s Libraries and Archives

Tiered Services• Central Library

• City LibraryCity centre, 4,000m2, open 67 hours

• District LibraryCo-located, 1,000m2, open 64 hours

• Community LibraryCo-located, 450-900m2, open 46 hours

• Outreach Libraries

• Community locations, 50-150m2

Page 16: Renewal: transforming Manchester’s Libraries and Archives
Page 17: Renewal: transforming Manchester’s Libraries and Archives

Early successes, let’s do more and seek external investment!

• 11.79% increase in visitor numbers

• 15.8% increase in membership

• 20.4% increase in active members

• 18.8% increase in virtual visits

Page 18: Renewal: transforming Manchester’s Libraries and Archives

Moss Side Powerhouse Library

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Relocating several poor, out-dated facilities with new District Libraries.

BEFORE …

Page 20: Renewal: transforming Manchester’s Libraries and Archives

North City Library

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Beswick Library. Before…

Page 23: Renewal: transforming Manchester’s Libraries and Archives

Beswick Library

Page 24: Renewal: transforming Manchester’s Libraries and Archives

Brooklands Library

Page 25: Renewal: transforming Manchester’s Libraries and Archives

Longsight Library

Page 26: Renewal: transforming Manchester’s Libraries and Archives

Longsight Library

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The Avenue Library & Learning Centre

Page 28: Renewal: transforming Manchester’s Libraries and Archives

Growing and changing• External funding

• Repositioned the library service as community hubs

• Continue to invest in our customers

• E government. Libraries as Access Points.

Page 29: Renewal: transforming Manchester’s Libraries and Archives

Growing and changing• Improved access• New Library offers – health, reading,

children, information, online• Marketing the service• Social networking• New ways of working• Central Library restoration

Page 30: Renewal: transforming Manchester’s Libraries and Archives

External funding• Strategy to bring in external capital and

revenue

• £10m excluding the capital building programme

• Developed new range of services

• European funding linked to regeneration

• Private and public sector investment

• Government grants linked to their priorities

Page 31: Renewal: transforming Manchester’s Libraries and Archives

Libraries as e access points to other Council services

Computers in libraries• over 500 computers citywide - the city’s

public hot desking system!• 37,000 self service bookings made via

Netloan terminals in the year to date• 546,000 hours and 715,000

sessions• 11,000 free IT learning sessions delivered

Page 32: Renewal: transforming Manchester’s Libraries and Archives

New library offers- linked to Council priorities• Health

- McMillan Cancer Service

- Health Information Points

• Learning- Homework centres

- Online learning

• Employment- Patents Clinic- millionaires

- Job surgeries

• Access points- Council and Government online transactions

- Customer Services

!

Page 33: Renewal: transforming Manchester’s Libraries and Archives

Making best use of the web

• 1,810 Facebook Fans

• 3,058 Twitter Followers

• Lively interaction, quick response

• Customers advocate and recommend our services

• Customers create content

• Web traffic driven back to library website

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Page 35: Renewal: transforming Manchester’s Libraries and Archives

Efficiencies: the current challenge• MCC has to save £109m in 2011/12 rising

to £170m in 2012/13.

• The Library Service has to save £2.9m from a budget of £13m in the next 12 months

• Further transformation required • Some service reductions

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Page 37: Renewal: transforming Manchester’s Libraries and Archives

What’s the Library Service strategy?• Some reductions in service

• Customer Strategy- Channel shift to make library efficiencies- Libraries as Customer Services Centres to

make efficiencies for others

• Regional collaboration

Page 38: Renewal: transforming Manchester’s Libraries and Archives

Delivering efficiencies in libraries• Reduced opening hours

• Voluntary severance scheme for staff/early retirement offer

• Staffing restructure

• Closure of 2 small part time libraries

• Closure of mobile library service

Page 39: Renewal: transforming Manchester’s Libraries and Archives

Efficiencies in libraries through channel shift• Face to face

• Phone

• Online transactions, digi TV, Library Apps

• In-library automation

Page 40: Renewal: transforming Manchester’s Libraries and Archives

Channel shiftData from Socitm's Website Takeup Service:

• 23.8m people across the UK accessed library information and services through websites in the first six months of 2010, up from 20.9m in the same six month period in 2009

• library enquiries (renewals, enquiries about availability of title, opening times and more) are regularly in the top three of all web enquiries every month

Page 41: Renewal: transforming Manchester’s Libraries and Archives

Savings – channel shift

• Face to face is £8.23 a visit

• Phone is £3.21 a call

• Web is £0.39 a transaction

• Use Libraries as your customer facing channel to save £ elsewhere

Page 42: Renewal: transforming Manchester’s Libraries and Archives

Future developments

• Central Library Development Trust

• Neighbourhood management

• Collaboration across Greater Manchester

• Greater Manchester Archives Partnership

• Targeted use of Universal Services

Page 43: Renewal: transforming Manchester’s Libraries and Archives

Central Library Development Trust

A new charity formed to support additional activities of Manchester Central Library intended to complement and add value to Manchester City Council’s major ongoing commitment to core services.

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Development Trust• It will initially seek funds to enhance and enrich

the huge transformation project of the Grade II listed building.

• It will enable the Library to apply for major grants and enable tax-effective giving as part of a capital fundraising campaign.

• Trust will seek a number of high level awards from charitable Trusts and Foundations and major donations from the burgeoning ranks of wealthy philanthropists

Page 45: Renewal: transforming Manchester’s Libraries and Archives

Neighbourhood management• Separate strategic management and

operational delivery• Integrated neighbourhood teams• Role of libraries as neighbourhood

hubs• Restructure and downsizing staff

team

Page 46: Renewal: transforming Manchester’s Libraries and Archives

Collaborative Options

• Collaboration on procurement and specialist services (more of what we do now)

• Merge strategic management and specialist staff• Full merger of services including customer

facing services – no support at AGMA level • Status quo

Page 47: Renewal: transforming Manchester’s Libraries and Archives

GM Archives Partnership • Better together • New partnership to ensure high

quality, relevant an economically sustainable archive and local studies serevice

• Significant to GM strategy and sense of place agenda

Page 48: Renewal: transforming Manchester’s Libraries and Archives

North West Information Service

• Ask About Business model (14 authorities)

• Digital portal for on-line resources

• Information Services Contact Centre

• Review of printed resources

Page 49: Renewal: transforming Manchester’s Libraries and Archives

Challenges

•Local identity •Role of elected members – political sovereignty•Professional judgement•Harmonisation of service standards•Alignment of staff terms & conditions

Page 50: Renewal: transforming Manchester’s Libraries and Archives

Targeted use of Universal Services• Library Development Initiative pilot• Council looking at how universal services like

libraries can provide a generic offer for targeted groups

• Would a universal offer for targeted groups improve outcomes for residents and deliver savings? Eg social isolation and health outcomes

• Day centres pilot

Page 51: Renewal: transforming Manchester’s Libraries and Archives

One Library Service

Sharing Dividend is possible – but

more to gain in service improvement

and sustainability terms than cashable

savings