Presentation from CILIPS Shared Services event 25 May 2011 (Hilda Gibson)

1. Carmondean Connected A case study in community co-operation Hilda Gibson Development Manager 25th May 2011

2. Aims To develop and promote a culture of Customer Service Excellence by integrating library services and customer services within Carmondean library To work in partnership with the wider community To consolidate the main principle of the Customer Service Strategy “The customer is never in the wrong place” by providing access to the full range of council services at the first point of contact To enhance the customer experience by providing access to a wider range of services than normally would be available

3. Background Successful integration of 2 service areas – Council Information Service (CIS) and Library Services in Blackburn Connected Library and Heritage Services already in partnership with the NHS and Macmillan Cancer Support to develop a Cancer Information and Support Service Logical progression to develop a new service in Carmondean library

4. Method Awarded bid from Macmillan Cancer Support of £190K to develop a Cancer Information and Support Centre in Carmondean library Explore examples of Best Practice in other Authorities – Model developed based on service in East Riding of Yorkshire Work with partners to streamline processes and working practices CIS Customer Service Centre Revenues Housing Advice Shop Access to Employment Macmillan Cancer Information and Support

5. Method Modernisation by investing in technology and refurbishment of premises Communication both to the community and staff Training

7. Before

8. Challenges Timeframe – Major refurbishment completed within 6 weeks –opened June 2008 Resistance to change from both the community and staff Perception of loss of service Community engagement Negative impact on library services

9. Benefits Opportunity to create a dynamic information hub in the community Access to all council services at first point of contact New technology allowing customers access to a full range of self service functions: Online payment facility Direct Telephone access Video link to CIS and Revenues Service (Telly Talk”)

10. Benefits Opportunity for joint working. Someone presenting to the Macmillan nurse can be immediately referred to the relevant council services, benefits advice etc. Council Information Service hours extended, originally available 39.5 hours while the library was open to the public for 49.5 hours Improved facility with access to more PCs, dedicated PC area for children, seating areas with tea and coffee facilities Trained staff to assist customers

11. After

12. What we deliver Comprehensive stock of books and other materials relevant to the community “Express Checkout” for customers who do not want to wait to see a member of staff Access to PCs and laptops A programme of reader development activities for children, young people and adults Access to the full range of council services via “Telly Talk” and expert advisers On-line council payments via a cash kiosk Appointment booking system for Housing Officers Macmillan Cancer Information and Support

13. Macmillan Cancer Information and Support

14. Impact Partners come to us Business Gateway Barnardos St John’s Hospital Education – Pupil Placement Support Teachers Lothian & Borders Police Food Co-op Community Learning & Development Laryngectomy & Support Groups through Macmillan

15. Food Co-op

16. Way forward As new opportunities arise to review services different models of service delivery will be developed to meet local community needs: Fauldhouse Partnership Centre opened October New build library in Armadale part of community centre Local History and Information Centre opened April 2011 Bathgate Partnership Centre on schedule to open Autumn 2011 Almondbank library planned move to new location – service delivery currently being developed New build library in Pumpherston & Uphall Station Primary Mobile Libraries – new model of service delivery currently in planning stage to include CIS delivery