1. New Service Delivery Models: Redesigning Library Services at NUI Galway Niall McSweeney Head of Information Services James Hardiman library INULS, University of Limerick, 2009

2. Today’s presentation Why redesign services? Why redesign services? Key priority areas Key priority areas How process happened? How process happened? Where are we now? Where are we now? Future – a changing environment Future – a changing environment

3. Why redesign? Overall aim: Overall aim: Increase Customer focus of our services Increase Customer focus of our services Long history of surveys Long history of surveys Responding to what users were identifying Responding to what users were identifying Responding to staff issues i.e. work areas Responding to staff issues i.e. work areas

4. How process happened? 2006 – 2008 2006 – 2008 Senior Management Team Senior Management Team - looked at overall vision, setting priorities - looked at overall vision, setting priorities - clear management of change process - clear management of change process Procurement/Hiring of Architect/Builders Procurement/Hiring of Architect/Builders Consultation with staff through briefings Consultation with staff through briefings and general involvement in plans etc and general involvement in plans etc

5. Priority areas Make Customer experience more positive Make Customer experience more positive One stop where possible One 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)

6. Information support Overall, creation of stratified information support services Overall, creation of stratified information support services General queries to new Customer Desk General queries to new Customer Desk Subject specific queries referred to Information Assistants, Information Librarians, Research Support Librarians Subject specific queries referred to Information Assistants, Information Librarians, Research Support Librarians Newly designed Information Offices with new groupings of staff Newly designed Information Offices with new groupings of staff

7. Information Services Division Teaching and Learning Support Teaching 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/Science Arts/Social Science and Eng/Science Research Support Research Support - 2 Research Support Librarians - 2 Research Support Librarians E-resource Librarian E-resource Librarian

8. Information Services Information offices for: Information offices for: Arts/Social Sciences/Science and Engineering Arts/Social Sciences/Science and Engineering Law/Public Policy and Business Law/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

9. cont Research Support Librarian office Research Support Librarian office (new HSS Research Building 2010) (new HSS Research Building 2010) - STM Research Support Librarian - STM Research Support Librarian - Humanities Research Support Librarian - Humanities Research Support Librarian New Nursing extension New Nursing extension Medical Library Medical Library

10. Customer Services Desk Staff from Reader and Information Services Staff from Reader and Information Services Customer Care Team Customer Care Team Rota to include stints on floors at smaller Rota to include stints on floors at smaller customer desks customer desks Receptional and general queries Receptional and general queries

11. Opening Hours Term-time Term-time - Negotiated 7 day opening throughout academic year (Sept-May) - Negotiated 7 day opening throughout academic year (Sept-May)Benefits: Increase in term-time opening of 366 hours, or 15% Increase in term-time opening of 366 hours, or 15% Opening at 8.30 rather than 9.00 throughout academic year Opening at 8.30 rather than 9.00 throughout academic year

12. Cont. Library open all day Saturday and Sunday throughout academic year Library open all day Saturday and Sunday throughout academic year Elimination of all overtime except that for Sunday premium working Elimination of all overtime except that for Sunday premium working Improved timetables and work schedules for the Stewards in working a 5 over 7 week Improved timetables and work schedules for the Stewards in working a 5 over 7 week

13. Opening Hours Summer-Time Summer-Time Negotiated 6 day opening throughout the summer months (end May – early Sept) Benefits: Increase in Library summer-time opening of 385 hours or 64% Increase in Library summer-time opening of 385 hours or 64% Library open from 8.30 rather than 9.00 throughout the Summer Library open from 8.30 rather than 9.00 throughout the Summer

14. Cont. Library closing at 22.00 instead of 17.30 Monday to Thursday throughout the summer months. Library closing at 22.00 instead of 17.30 Monday to Thursday throughout the summer months. Library open all day Saturday throughout summer months Library open all day Saturday throughout summer months Elimination of all overtime Elimination of all overtime New recruits to the Stewards team liable for evening/weekend work throughout the summer months. New recruits to the Stewards team liable for evening/weekend work throughout the summer months.

15. Redesign of Library Foyer New purpose built Customer Desk New purpose built Customer Desk New Information desk and offices New Information desk and offices Consultation area Consultation area Use of new lighting, carpets, glass, modular design, glass and bright colours Use of new lighting, carpets, glass, modular design, glass and bright colours

19. Staff mobility 2 supervisor roles for Library assistants 2 supervisor roles for Library assistants Divisional move for some staff Divisional move for some staff Increased team working Increased team working New working areas New working areas

20. Some outstanding issues Self-issue machines – more needed Self-issue machines – more needed Customer Desk – perhaps clearer information role needs to be specified? Customer Desk – perhaps clearer information role needs to be specified? Referral procedures needed to be reviewed Referral procedures needed to be reviewed Staff groupings may need to be looked at Staff groupings may need to be looked at in Information Services in Information Services

21. Cont. Some staff still uneasy with new arrangements Some staff still uneasy with new arrangements Some of Information offices nor used as much as we would like Some of Information offices nor used as much as we would like Customer unsure of new arrangements i.e recent undergraduate survey Customer unsure of new arrangements i.e recent undergraduate survey

22. Future Changing times Changing times We’re well positioned We’re well positioned We have looked at ourselves and however we feel about it, have gone through change We have looked at ourselves and however we feel about it, have gone through change HSS Building HSS Building We need to keep monitoring, talking, working together We need to keep monitoring, talking, working together