University of Leeds Library Implementation of self service Jane Saunders, Head of Customer Services
Jan 04, 2016
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