Carmondean Connected A case study incommunity co-operation

Hilda GibsonDevelopment Manager25th May 2011

Aims

• To develop and promote a culture of Customer Service Excellence by integrating library services and customer services within Carmondean library

• To work in partnership with the wider community• To consolidate the main principle of the Customer Service Strategy

“The customer is never in the wrong place” by providing access to the full range of council services at the first point of contact

• To enhance the customer experience by providing access to a wider range of services than normally would be available

Background

• Successful integration of 2 service areas – Council Information Service (CIS) and Library Services in Blackburn Connected

• Library and Heritage Services already in partnership with the NHS and Macmillan Cancer Support to develop a Cancer Information and Support Service

• Logical progression to develop a new service in Carmondean library

Method

• Awarded bid from Macmillan Cancer Support of £190K to develop a Cancer Information and Support Centre in Carmondean library

• Explore examples of Best Practice in other Authorities – Model developed based on service in East Riding of Yorkshire

• Work with partners to streamline processes and working practices

CIS Customer Service Centre

Revenues Housing

Advice Shop Access to Employment

Macmillan Cancer Information and Support

Method

• Modernisation by investing in technology and refurbishment of premises

• Communication both to the community and staff• Training

Before

Challenges

• Timeframe – Major refurbishment completed within 6 weeks –opened June 2008

• Resistance to change from both the community and staff• Perception of loss of service• Community engagement• Negative impact on library services

Benefits

• Opportunity to create a dynamic information hub in the community• Access to all council services at first point of contact• New technology allowing customers access to a full range of self

service functions:

Online payment facility

Direct Telephone access

Video link to CIS and Revenues Service (Telly Talk”)

Benefits

• Opportunity for joint working. Someone presenting to the Macmillan nurse can be immediately referred to the relevant council services, benefits advice etc.

• Council Information Service hours extended, originally available 39.5 hours while the library was open to the public for 49.5 hours

• Improved facility with access to more PCs, dedicated PC area for children, seating areas with tea and coffee facilities

• Trained staff to assist customers

After

What we deliver• Comprehensive stock of books and other materials relevant to

the community• “Express Checkout” for customers who do not want to wait to

see a member of staff• Access to PCs and laptops• A programme of reader development activities for children,

young people and adults• Access to the full range of council services via “Telly Talk” and

expert advisers• On-line council payments via a cash kiosk• Appointment booking system for Housing Officers• Macmillan Cancer Information and Support

Macmillan Cancer Information and Support

Impact

Partners come to us• Business Gateway• Barnardos• St John’s Hospital• Education – Pupil Placement Support Teachers• Lothian & Borders Police• Food Co-op• Community Learning & Development• Laryngectomy & Support Groups through Macmillan

Food Co-op

Way forward

As new opportunities arise to review services different models of

service delivery will be developed to meet local community needs:• Fauldhouse Partnership Centre opened October• New build library in Armadale part of community centre• Local History and Information Centre opened April 2011• Bathgate Partnership Centre on schedule to open Autumn 2011• Almondbank library planned move to new location – service

delivery currently being developed• New build library in Pumpherston & Uphall Station Primary• Mobile Libraries – new model of service delivery currently in

planning stage to include CIS delivery