Agenda item

James Pearson (Head of Service for Libraries, Registration and Archives) was in attendance for this item.

1.    Mr Hill, OBE (Cabinet Member for Community and Regulatory Services) introduced the report that set out the Libraries, Registration and Archives (LRA) performance against its outcome-based specification for 2018/19. Mr Hill paid tribute to the library staff who continued to provide an excellent service and achieve performance targets during a period of immense financial challenge, and this was clearly demonstrated through the user case study (Appendix 1).

2.    Mr Pearson said that the service specification required LRA to use two different approaches in measuring performance. The first was Key Performance Indicators the second was outcomes. Outcomes focused on the quality of experience/ service for the customer, both of which were essential to understanding service impact. Mr Pearson referred to the KPI Summary in Appendix 1 of the report and highlighted some of the key findings. In particular, he drew Members attention to the falling number of visits to libraries and archives which reflected the national downward trend as well as failure to meet the library community outreach target which focused on home library service customers. Mr Pearson said that the LRA team would continue to review the ways in which it promotes and develops the outreach service and as part of the strategy work in 2019/20, the LRA team had revised its KPI’s to focus on customer satisfaction. However, Mr Pearson noted that despite budget efficiencies the LRA had performed well across a range of criteria, with customer satisfaction rates remaining at 90% or above for all parts of the service.

Mr Pearson referred to the outcome framework (detailed in appendix 1) and said that LRA continued to collate and analyse customer experiences across a number of key areas including social isolation and loneliness, mental health, general health and intergenerational interactions. Mr Pearson reiterated Mr Hills commendations and said that the customer case study was a testament to the LRA staff and volunteers who continued to have a positive impact on the services provided.

Mr Pearson noted the key achievements of the LRA service (as set out in the End of Year Report) and proceeded to present a short film to the Committee.

To access the film, please use the link provided:

https://www.youtube.com/watch?v=gFvjZT2Gh40&feature=youtu.be

3.    Officers responded to comments and questions as follows:

(a)  The LRA service had 1,119 volunteers in 2018/19 whom worked over 45,000 hours across a number of areas. Mr Pearson said that the LRA service was keen to look at ways it could work collaboratively across KCC to advertise the volunteering opportunities available and develop a menu of choice to incentivise and retain volunteers who enjoyed doing a range of activities.

(b)    In response to KPI7 (PC hours used in libraries), Mr Pearson said that usage of static PC’s was declining as more people had opted to use their own portable devices and log-onto the library Wi-Fi. As a result of this, the LRA service recognised the demand for new innovative IT solutions and said that a refresh was due to take place that would see improved public PCs while reducing the overall number while also bringing forward Wi-Fi printing across the county.

(c)   In response to Library Extra, Mr Pearson confirmed that a full report was due to be presented at the November Committee, however, work continued to be undertaken to develop and promote the service, including for example looking at encouraging commuters to access e-books whilst on the train.

(d)  Mr Pearson informed Members that the LRA performance data did not differentiate between library, physically and electronically issued materials within the KPI’s as every issue was a valuable statistic. However, Mr Pearson agreed to circulate the requested information to Members.

(e)  In relation to accessibility training for staff, Mr Pearson informed Members that he would expect staff to be fully trained on the hearing loops and to carry out routine checks on a regular basis. Mr Pearson agreed to follow-up Members concerns.

4.    RESOLVED that the report be noted.