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University of Leeds Library

University of Leeds Library. Implementation of self service Jane Saunders, Head of Customer Services. Background to self service. Part implementation of self service since 2000/2001 By 2009/10 self service issue and return at all sites, accounting for about 60% of issues

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University of Leeds Library

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  1. University of Leeds Library Implementation of self service Jane Saunders, Head of Customer Services

  2. Background to self service • Part implementation of self service since 2000/2001 • By 2009/10 self service issue and return at all sites, accounting for about 60% of issues • Accelerated Sept 10 as a result of the University’s economies exercise

  3. Background at Leeds • 3 main campus libraries • Just under 2 million entries • About 700,000 issues • About 30,000 students

  4. Components of self-service • Online access to user account, reservations, renewals • Online requesting of stores items • Online document supply (Autumn 09) • Online payment of charges (Autumn 09) • Shorter enquiry desk hours

  5. Components of self-service – Sept 2010 • Removal of counters – all self issue and return • Booksorter at busiest site • Self pick up of holds • Enquiry desk staffed for just over 50% of opening hours

  6. Staffing - overall • Restructuring of Customer Services – staff savings (FTE): • 7 Customer Services Assistant posts • 2 Assistant Manager posts • .5 Weekend Manager post • 1 Manager post • Overall Customer Services staff reduced from about 80 FTE to about 70 FTE

  7. Staffing – preparation for change • Economies exercise as backdrop • Staff involved in planning new work spaces • Staff visits

  8. Staffing – ongoing change • Grade 4 Customer Services Assistants taking more operational responsibility • Grade 3 staff dealing with enquiries at desks and out on the floor • Grade 2 staff extending range of tasks

  9. Current activities • Training • Occupational health on customer interaction • Online training materials for “factual” areas • Mentoring/buddying • Roving • Staff visibility • Reworking routines and procedures • Roving technology

  10. Verdict • Jan – May 2011 tally of self service hours enquiries security staff not trained to answer • 2,656 enquiries, or 6% of total enquiries received face to face in that period • Student user groups liked the facilities • NSS score up from 88% in 2010 to 90% 2011

  11. Improvements • Access • Self issue/return • Clearer wording • RFID tagging • Staff training and support during self service hours • Promotion of self service • Portal • Web site

  12. Summary • Savings achieved • Good customer experience • More work to do on adapting staffing profile and procedures

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