Brisbane Square Library & Customer Centre · Brisbane Square Library Statistics & User Profile ... BSQ Citywide Male, 48% 43% Female, 52% 57% 0% 10% 20% 30% 40% 50% 60% Male Female

Where libraries are going

Brisbane SquareLibrary & Customer

Centre

Sharan HarveyManager Library Services

Brisbane City Council

SLV: Excellent Customer Service in Public Libraries – New Trends 2/4/09

Overview

n About Brisbane City Council Librariesn Project background and aimsn Previous Service Delivery Modeln New Service Delivery Modeln Design featuresn Brisbane Square usage and customer

profilen Customers’ idea of the ‘ideal’ library


Brisbane City Council LibrariesStatistics for 2007/8

n Population 1.04M (1220 km2)n Loans 9.916M n Visitors 6.1M n Membership 457,126 (44% of Pop.)n Community Use 75% of Populationn Events attendance 151,224 at 6,537 events

n No. of items 1.37M (1.31 items/capita)

n No. of Locations: 32+1 Mobile+Archivesn Staff 284.1 FTE (400 people)n Customer Satisfaction 93%

Our Vision

Brisbane Libraries for a New World City where we all thrive

on information, learning, recreation & culture


Library Strategies

n Libraries which are vibrant and inclusive community places for information, learning, recreation and culture.

n Providing equitable and convenient access to the products and services that people want.

n Growing a love of reading, a culture of writing and an enthusiasm for culture, local history and ideas.

n Creating environments which foster social inclusion, creativity and sharing, and active participation in the community building process.

n Developing a learning and informed community – for life!

n Libraries for a stronger Council

Council strategies informing Customer Service decisions

Customer Focus Strategy- simplicity- integrity- engagement

Channel Management Strategy- preferred channels & choice- excellence in self service- consistency of information

Maximise customer satisfaction

Address customer dissatisfaction

Maintain customer satisfaction

Minimise cost


Brisbane CBDBrisbane CBD

Brisbane Square

Photo: John Gollings







Project Background

n November 2006 Council relocated its CBD offices, 4000 staff, Traffic Management Centre, Staff Wellness Centre, CBD Library & CBD Customer Service activities.

n Brisbane Square – 20 year lease building, 100 year lease Reddacliffe Place public space.

n Prime location in Brisbane’s CBD – Top of Queen St Mall overlooking the river & linked to Southbank Cultural Precinct.

n 38 Level Tower. G-23 BCC; 24-38 Major corporate tenant. Mix of retail and open public space on street managed by Council.

n 4,500m2 Library & Customer Centre, 4 Levels.n Design: 5 green rating. Fit out by Council. Consultative

process with owner to meet our specifications.


Previous Service Delivery Model

5 Specialised ‘Shop Fronts’ operated by 4 Departments of Council

n Central City Libraryn Customer Service Centre (CSC)n Development & Regulatory Services n DA Developer/Applicant Meetings n BIMAP (Council Maps)

Aims of the Library & Customer Centre

n Convenient single destination for Council’s face-to-face services for residents, visitors and business.

n Seamless experience across the different lines of business in the centre.

n Four specialist knowledge teams with a ‘One Team’ culture.

n Responsive to channel migration trends - enhanced customer self service and online transactions end to end.

n Staff focussed on high value activities.n Smart use of technology.

n Model Zero Harm Library.n Contemporary CBD Public Library – a vibrant and friendly

community hub.


In addition to a wide range of modern library and community services you can…

n Pay your property rates, dog registration, parking fines, lodge a tender, buy a bus ticket.

n Get Council information, voucher for free trees, request local government services, permits to film for TV/Movies, close a road, open food premises etc.

n Create customised maps with a level of detail covering specific property to city-wide views.

n Lodge a development or building application, meet a town planner, get free planning advice.

n View building applications in detail online for all addresses across the city.

Ground floor Customer Service Counter – fast transactions, including library fees


Level 1 Central Business Centre –knowledge based Council services

Library Services delivered through self-service & roving service

• Delivering service beyond the counter at the customer’s point of need.

• Library staff are supported by open stations & wireless iPAQ’s incl phone

• Staff are rostered to a floor area – not a desk

Ground• Maintain Library customer

relationship• Readers advisory• Queue management• General customer assistance• News Lounge• Displays & Merchandising• Support:

• Self checkouts/Kiosks• Self checkin -

booksorter• Library transaction

problem solving• Holds self pickup• Community Meeting

Room & Theatrette

Level One• User education / Information

literacy / Readers advisory / New members

• Support• Learning Lounge• Internet• Children's Lounge• City Zoo –- X-box Wall- AV Pods- Sports & Lifestyle screens• LOTE-Literacy• Magazines• Community Meeting &

Study Rooms• OPACS• Sound & Vision Lounge• Council information

Level Two• Information & Reference

services• Literature Lounge –

reading, programs & performances

• Brisbane History Lounge• User Education /

Information Literacy• Council information• New Members


Roving services & Open stations

Zero Harm Library

n Shelving heights: minimum 400mm, maximum 1530mm. Bottom shelf up-tilt.

n Ergonomic trolleys, scissor lifts, smart bins, desksn Rostering: maximum 1 hour per taskn Stretching program

– Wellness Centren Extensive WH&S trainingn Techlogic automated booksortern Self service loansn Flexible Work Arrangements


Vibrant & Transparent - View from Lvl 2 through to Ground Level

Wireless throughout, food friendly, retail style signage


Collection: 110,000 items. Loans 870,000 per annum

Study Rooms

Business Lounge

Meeting & performance spaces


Library as ‘Community Lounge Room’

Welcoming and relaxed spaces for:

n Informationn Learningn Recreationn Culture

News Lounge –news, sport,

weather, finance…

everyday!



The Children’s Lounge

HomeWritten & illustrated by Narelle Oliver

Commissioned by Library Services.

Published by Ashton Scholastic

Interpreted as fit out for Children’s Library. Library owns artwork.

Value driver: Passion for Brisbane

Funded by the ‘BCC Staff Children’s Memorial Trust Fund’ in memory of Council staff who died in WW2


Children’s Lounge

Learning Lounge/s

Online learning in a comfortable & supported environment for individuals & groups


Brisbane Square Library Statistics & User Profile

• Visits: 87% to 91,000 per month• Loans: 52% to 71,000 per month• Open 7 days / 56 hours per week• Space: 4,500 m2 with 855m2 reserved

for expansion• Staff: 30 FTEs (incl. Ask a Librarian)

Usage of non-library services is consistent with pre-relocation levels.

Age and Gender

21%

24%

19%

15%

11%

2%

0.2%

7%

14%

12%

16%

17%

15%

12%

7%

3%

5%

Under18

years18-24years

25-34years

35-44years

45-54years

55-64years

65 -74years

75yearsand

Refused

BSQ Citywide

Male, 48% 43%Female,

52%57%

0%

10%

20%

30%

40%

50%

60%

Male Female

BSQ Citywide


Employment Type

15%

3%

19%

12%

9%

0.2%

42%

0.4%

Full time

Part time

Home duties

Student

Retired

Not currentlyemployed

Refused

Notanswered

Frequency of Visit

5%

6%

20%

15%

10%

10%

6%

27%

0.4%

2%

4%

9%

13%

22%

48%

2%

Daily

More thanthree times a

week2- 3 times a

week

Once a week

Once afortnight

Once amonth

Less thanonce a month(infrequently)

This is myfirst visit

Don't Know

BSQCitywide


The Ideal Library

109

The ideal library is happy and modern, alive!

Natural lightColourful stimulating atmospheresModern surroundings and furnishings – something that will take libraries to the 21st centurySocial environments – no longer boring and quietPlaces for children to play and learn

Community-like I guess. It would have a lot of room for interaction…I’d like to see areas for kids and adults and an

avenue for them to interact.

Very inviting, nothing that looks like a school building…something that you would approach and think ‘oh, this is a nice place’, modern construction,

lovely colours, very bright inside .

““

““ ””

””


110

The ideal library is a place to relax and socialise

The ideal library would reflect the way people live their lives today

Have social areas with coffee and snacks available to allow people to socialise, relax, and stay longer

As well as these social areas, there would be quiet and relaxed areas that allow people to be comfortable and read in peace

Many non-users were keen on libraries that took advantage of Brisbane’s climate with outdoor reading areas

111

The ideal library is a comfortable place to spend timeComfort is a crucial concept for the ideal library

i.e. bean bags and sofas to facilitate ‘down time’ and browsing through a selection of books

Non-users want their homes replicated in libraries so they can have the same sense of ‘peace’ without the ‘responsibilities’

Comfy chairs, like recliners, or beanbags. So you can sit down on them, they’re

comfortable, and you can relax and read.““

””


113

The ideal library is a place for adults and children

A big area, with cushions, the kids will grab a book and lie down

Places for adults to have their own ‘me time’ while their children are occupied are also important

““””

114

The ideal library is ‘me’ – and I’m

Good coffee, drinks and foodMusic to soothe, music to stimulateModern, comfortable furnishingIn touch with today’s (and tomorrow’s) technologyWell-rounded

Knowledge that is old and newSmartAllow me to create and expand


115

The un concept

Uncool is: SilentDrab and darkOldAntisocialSeriousStaticDumbUninteresting

[The library] It’s not a cool place to be, so why would you be going there? ““

””

116

The concept

Cool is: HappyModernBrightYouthfulDynamic and stimulatingFriendly

Cool is also: Peaceful and relaxingComfortableSmartFocusedDiverse


120

The ideal library without the stereotypical librarian

The ideal library would have friendly staff who are there not only to help, but to get you involved

Staff who are not just preoccupied with returning books to the right places…

…But also to chat and to assist those who cannot work things out

Personal connections with librarians are important – allowing people to relate to them and get to know them is essential in getting people more involved in libraries.

Questions?

Contact: [email protected]

Documents

Brisbane Square Library & Customer Centre · Brisbane Square Library Statistics & User Profile ... BSQ Citywide Male, 48% 43% Female, 52% 57% 0% 10% 20% 30% 40% 50% 60% Male Female