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Digital Scotland 2013 perspectives from Edinburgfh Libraries and Information Service as we work towards the Government’s 2020 vision of having a world-class digital infrastructure. Smart cities, challenges, applications of the future, digital services and mobile technologies ardiscussed. a key activity in Scotland’s Digital Dialogue programme of events. Transformation of Edinburgh's Libraries and Information Services. Srategic development including delivery of the UK’s first 24/7 Public Library portal, Edinburgh Council’s first-ever social media suite, and Scotland’s first Library App. Has won several accolades including the Best UK Library Service 2012.
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Head of Libraries and Information Services City of Edinburgh
Digital by Desire
About us•28 libraries
•Prison /Hospital/ care, Secure and children’s Homes
•6 Mobile libraries
•Interpretation and Translation Services
Our future customers
Catalysts for change
impact ofpublic sector
welfare reform
efficiencieschannel shift
shared services
Meeting
government agendas buildings,
hubs café culture
customer service
expectations
resources format change
Digital/ social inclusion
appse-booksportalsmobile
FUTURE LIBRARY
Transforming a traditional serviceStructure• Talent spotting (round pegs..)• Rebalance electronic / hardcopy
Self Service/ Supply chain • 14 Locations • 75% of transactions
Rebalanced electronic / hardcopy staffing and resources
Efficiencies• Online Services• Reservations notifications postages• Free m&p social media
Digital by DesireWe can• Strengthen Edinburgh’s ability to deliver
digital citizens• Promote and support access and skills
for CaTS• Empower through a unified and
engaging electronic citizen experience.• Provide free public access to ICT for all
and the learning required to access it• Further develop Edinburgh’s Digital
Public Library• Recalibrate the relationship between
Council and the individual• To deliver clear information pathways
Edinburgh LibrariesEdinburgh Libraries
OUR AMBITION(STRICTLY FOR FUN GOOGLE)
Continuous improvement
• 3rd Version app • upgraded provides
improved functionality
• Enables mobile devices to act as library card.
Customer Rating, Customer Suggestions, Customer Lists
Corporate valueMeeting national and local
agendas
Total Place• Engaging the community• Community planning• Knowing the city• What’s info
Assisted Digital Service Staffing
Signposting
Assisted digital drop-in service either in-person or via video link to complete transactions
1/1 appointment with benefits or ICT advisor
Increased number of general Learn ICTcourses/ staff and volunteers
New Assisted Digital course including • how to apply for jobs online• how to research and apply for
benefits online• how to use other key Council
online transactions• other content as relevant• Engaging web content and toolkit
Craigmillar – Dec 2012
Business Hubs
Touchdown centres
Members surgeries
Learning centres
Safe teen ICT
Homework supportSchool access
Business Hubs
Lectures
Council information
Signposting
Key services facilitated
Edinburgh Libraries Online
0
1000000
2000000
3000000
4000000
5000000
2008-09 2009-10 2010-11 2011-12 2012 -13
Edinburgh Libraries Physical Visits l
2500000
2700000
2900000
3100000
2008-09 2009-10 2010-11 2011-12 2012 -13
Performance driven
0
2000000
4000000
6000000
8000000
2008-09 2009-10 2010-11 2011-12 2012 -13
ONLINE AND PHYSICAL VISITS
Edinburgh Events Attendance
0
40000
80000
120000
160000
2009-10 2010-11 2011-12 2012 -13
Under 16 Adult
CSE
IIP
Customer first
% residents satisfied with the library service
.
Best uk library serviceidentified our key strengths as:• Our range of services for hard to
reach readers• Our cutting edge website and Library
App• Our Engaging social media activity• Committed support from the local
authority.
also referenced in our success were Our online library portal ‘Your Library’• New library facilities within the city
including Drumbrae Library Hub and plans for a new library in Craigmillar
• Refurbished facilities in Morningside• Prison Library Service• Our range of special reading projects
including those for dyslexic children • services for older readers.
5 Judges concluded that Edinburgh Libraries & Information Services are
“innovative on so many fronts, full of energy, bang up to date and unafraid ofthe future”. Providing “a template for libraries everywhere to be inspired by.”
