RFID at Cardiff Central Library

The Past The Present The Future

Past Operations at the old Central Library Issue & Return at Front Desk 77% of the staff were not directly engaged in Issue/return transactions

Pre – Implementation The Front Desk Staff Fears Job Cuts Lack of inter-personal contact with customers Would the customers be alienated? What would they be expected to do instead?

What about the 77%? Performance of the Technology The loss of customers Change in environment and operations

Customer Reaction – Mixed Loss of staff Loss of social interaction Would they be able to operate the new machines?

The Technology itself 8 Self Issue Kiosks - SmartServe 1 Returns sorter – bespoke 9 bin Smart Label Tags – barcode & security

Timeline First branch library went live September ’08 All branches running RFID by Jan ’09 Central & Penylan from day 1 in new buildings Piloting unstaffed service point in Maindy Pool as we speak

Self Issue Kiosks 1 on Floors 1 & on Floors 0 & 2

The Present Staff Satisfaction No job cuts due to RFID Increased Job satisfaction with extension of front desk role Increased interaction with customers throughout the building

Majority of customers are happy with the new technology It Works!

Customer Satisfaction 90 % of Issues and Renewals are at the Kiosk Children and young people are reacting positively Older generation are not having the difficulties that were foreseen

Customer registrations are on the up 7,500 new customers between April – August the majority of which are aged between Positive comments from customers

The Niggles……. Kiosks do not give change Skips for the returns machine weren’t taking enough books Returns machine jams Security – tags being updated at end of October Shiny children’s books Forgotten Cards

The Future? Introduction of the Hand held units by end of October Shelf Tidy & Inventory Holds list Stock Edit Stock Rotation