New Service Delivery Models: Redesigning Library Services at NUI Galway Niall McSweeney Head of Information Services James Hardiman library INULS, University.

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