Being the best we can

1. Being the best we can Developing a self evaluation and improvement model Scottish Library and Information Council Scottish Library and Information Council

2. Background • How we got to the Public Library Quality Improvement Matrix • Legislative context • Standards and benchmarks based on inputs and outputs • Changing paradigm - local government re-organisation, People’s Network, SNP administration • Increased scrutiny-Best Value, Efficient Government, • Changing national policies on Culture and shared services • Currently working with 28 authorities – 9 reports published, plus 9 pilot reports Scottish Library and Information Council Scottish Library and Information Council

3. Public Library Quality Improvement Matrix • Developed 2004 • European Framework of Quality Management and schools inspection • 7 Quality Indicators • 4 service QIs and 3 management QIs • Toolkit to support roll out • Benchmarks and characteristics • more at www.slainte.org.uk Scottish Library and Information Council

4. So how did self evaluation work in Scotland in 2008? Scottish Library and Information Council Scottish Library and Information Council

5. So what were the outcomes of self evaluation in Scotland in 2008? 10 Very good 12 Good 3 Satisfactory Level 5s are predominantly in QI 2 Community and personal participation. The level 3s are in Organisation and use of resources and space and Leadership. Scottish Library and Information Council Scottish Library and Information Council

6. Some examples of strengths in 2008 Scottish Library and Information Council Scottish Library and Information Council

7. Scottish Government Public Libraries Improvement Fund • The Scottish Government Public Libraries Improvement Fund is a £500,000 fund for a 5 year period to encourage service development in authorities who already investing and achieving progress in their public library service delivery. • Authorities who undertake the self-evaluation process and are assessed externally verified as satisfactory or better will be able to submit proposals based on their action plans to the Improvement Fund. • The Public Library Quality Improvement Matrix can be used as a performance management tool within local authorities. Scottish Library and Information Council Scottish Library and Information Council

8. Excellence frameworks • Japanese established the Deming Prize in 1951. • In 1987 Australia established the Australian Quality Award. • In 1988 US established Malcolm Baldrige National Quality Award. • 1991 European Foundation for Quality Management (EFQM) established the European Model for TQM. • All models are reviewed regularly and have developed a focus on overall business excellence rather than quality.

9. Australian Business Excellence Framework

10. Being the best we can • Developed by the Library Network in Victoria • Provides tools for local and state government to meet service obligations and objectives • Focus on planning and continuous improvement • Demonstrates the continuing relevance, contribution and impact of library services • Based on the Scottish Library and Information Council’s Public Library Quality Improvement Matrix • Contextualized to reflect Australian policy, the Australian Business Excellence Framework and Best Value

11. What is self-evaluation? • 3 basic steps • How are we doing? • How do we know? • What are we going to do now?

12. What benefits are there? • Enables us to take stock of current performance • Measures services in terms of progress towards objectives • Allows us to identify and understand our key strengths • Allows us to identify areas for improvement • Supports us as we prioritise areas for action

13. Outputs of self evaluation • Improvement plan which helps us use resources and finances effectively • Reporting to stakeholders, so improved understanding of services • Benchmarks for ourselves and others • Training resources • Case studies of good practice • Underpinning a culture of quality

14. Why is self evaluation effective? • More a process than an event • Needs to be owned not imposed • Must be inclusive not exclusive • Must not depend on measurability • Built in not bolted on • Size does NOT matter • Art not science

15. Nine Step Process • Step 1 Orientation • Step 2 Training for staff • Step 3 Deciding which Key Result Areas to review • Step 4 Preparation of the evidence and identification of key strengths and areas for improvement with completion of template in toolkit for review

16. Nine Step Process 2 • Step 5 Award star score • Step 6 Visit and assessment with external peer reviewers • Step 7 Feedback from external review team and a agreement is reached on the star award • Step 8 Report • Step 9 Improvement Plan

17. Providing information Building skills Developing social capital Adults Children Special Needs Groups Businesses Key Result Areas and users

18. What are we going to evaluate?

19. KRA 1 Providing gateways to information Scottish Library and Information Council

20. Gathering the evidence • Consulting users, non-users and staff • Observing activities • Considering measurable outcomes • Examining documentation and resources

21. Evaluating the evidence • Best done as a team • Does evidence show a service strength or an area for improvement • Is everyday a strength? • Some evidence is neither but shows   effective and necessary processes • Template in the toolkit

22. 5 Star Awards  Outstanding delivery of core and a range of enhanced services Excellent Sector leading and worthy of wider dissemination Major strengths High standard of provision Any weaknesses do not impact on users’ experience

23. 5 Star Awards 2  Important strengths that have a positive impact Weaknesses do not have substantial adverse effect Weaknesses are recognised and action is being taken to improve  Satisfactory provision of core services Provision with a few strengths and examples of good practice Weaknesses have some adverse effects on some users

24. 5 Star Awards 3  Limited range of services or weaknesses in a core service Weaknesses have a significant impact on the quality of the users’ experiences Planned action required for improvement

25. Illustrative models • These provide an example of what star awards mean in practice. Between the descriptions set out in the five star rating system and these illustration, services are asked to make their own star award. As more services go through the process the Library Network will be able to collect information and benchmarks which will also be helpful.

26. External review • It is always useful to have a comparative view. Peers will be acting as external reviewers of the self-evaluation process and outcomes. • The Library Network will help co-ordinate peer review and there is support documentation for them.

27. Being the Best We Can – Pilot • Initial training, pilot library April • Self-assessment, pilot library May-June • Verification & report July • Review & modify process August • Training, second round pilots September • Second round self-assessments October - March

28. Thoughts from working group • The rigour of the process • It’s a journey – it’s constantly informed • Self evaluation which leads to a cycle of improvement • Be creative and consistent where you find the evidence • It’s about telling your own story • It’s all staff engagement • It’s a learning and knowledge experience • It builds the evidence base for advocacy – locally, state-wide and nationally!