Hartlepool Borough Council Libraries
Northgate delivered a cost efficient self issue technology for Hartlepool Library Services
Company Background
Northgate has been Hartlepool Borough Council's strategic ICT partner for over 8 years delivering a managed service since 2001 supporting more than 2500 users across the Council's 124 sites. Due to the success of the partnership the contract has been extended to run until 2013.
Although Hartlepool Borough Council is the smallest of 5 unitary authorities in the Tess Valley sub-region; and is the second smallest unitary Council in England, it provides the same range of services as major cities such as Birmingham and Manchester.
As a four star rated authority, Hartlepool continually seeks to improve efficiencies and service to its citizens. Northgate supports the Council with its drive towards improved services through the Council's Transformation Programme.
The Business Challenge
Hartlepool Council's Library Service loans approximately 470,000 items per year equating to 940,000 transactions. The Central Library accounts for 404,000 of these transactions, the majority of which were completed manually using a handheld barcode scanner linked to the Library Management System. This process was slow for the customer and laborious for the library staff. It was identified that significant cost efficiencies and improvements to customer service could be achieved if the majority of the transactions were conducted via self service kiosks.
The Solution
Following a review of the available self-issue technologies by Northgate and the Council, RFID (Radio Frequency IDentification technology) was chosen as the preferred technology due to its reliability, efficiency and user-friendly functionality. As Hartlepool Borough Council's ICT partner, Northgate procured the services of a technology partner and managed the implementation of the system and supporting ICT requirements on behalf of the Council.
RFID Self Service is a simple solution which fully integrates into the existing Library Management System via the Hartlepool Borough Council network. The system reduces the need for customers to queue at the main desk thus improving their library experience.
Small tags are attached to books and media items, which allow multiple item information to be read in a fraction of the time that it would take to individually scan barcode labels.
Self issue kiosks and portable staff workstations were installed to replace the main desk. Library borrowers, issue, renew and return books themselves. Self service terminals also allow customers to pay for fees on their account and check their account status. All this allows library staff to focus on other tasks which add value to the customer experience.
Northgate manages all of the support calls in relation to this system through its onsite Service Desk. The RFID Self Service technology partner is responsible for supporting and maintaining the technology.
Key Results
Working closely with Hartlepool Library staff and the technology partner, Northgate delivered the solution on time and on budget. The RFID system has provided significant efficiencies as it enables staff to be released from frontline tasks to focus on other more value added tasks due to the simplified self service issue/return process.
Customer perception of the new Self Service System has surpassed expectations. Waiting times have been considerably reduced as the number of kiosks ensures that a greater number of transactions can be completed.
Nicola Bailey, Director of Adult and Community Services, Hartlepool Borough Council
"Installing an RFID self service system in Hartlepool Central Library has been an excellent investment. It has improved services to the public, contributed to delivering cost efficiencies and has enabled staff to develop new skills and ways of working.
A visit to the library has changed for the better. Removing the large old issue and receipting desk and replacing it with attractive flooring and self-service touch screen machines means the building feels lighter, more spacious and fit for the 21st century. We have received a very large number of written and verbal compliments from the public since going live.
Procurement and installation of an ICT system was the central feature of this project. Northgate's management was disciplined and professional and the project was delivered on budget to a tight deadline. Communication was excellent throughout. I do not believe we could have independently delivered to the same time frame, whilst the cost of Northgate's input was realistic and value for money."
Graham Jarritt, Borough Librarian
"Within 2 months of going live 80% of all book transactions were operating free of staff input. Compared to the often awkward self-service systems operating in supermarkets, RFID is quick, simple and convenient.
The system has immediately freed substantial staff capacity from repetitive tasks, creating time to provide increased 'value added' services to the public. The project will be self financing and will deliver cashable efficiencies in the medium term."
