Shared services: from vision to

reality

Ann Craig: Team Leader, Community and Partnerships

University of Worcester a.craig@worc.ac.uk

• Introduction

• The Organisations

- Objectives

- Challenges/issues

• Planning

• The first 10 months

• What next?

Introduction

Some basic facts about the Hive… • Partnership project and service between the

University of Worcester and Worcestershire County Council

• PFI Funded

• Houses not just the library, but Archives and Archaeology Service, plus Worcestershire Hub

• Integrated Library service to support

University members and the public • Jointly managed by UW and WCC

Introduction

Some basic facts about the Hive… • Library element consists of dedicated ‘front of

house’ team (cross organisation) and library subject enquiries second tier (UW librarians)

• Support services integral to service include IT Support and facilities management

• Hive has 5 levels open to all users, roughly 250,000 books and 250 PCs

• Opening hours: 08:30-22:00 every day (except bank holidays)

“We aim to make a truly transformative contribution to the lives of our students, staff and the people of our region, and to make a very positive impact in society more broadly.”

(UW Strategic Plan 2013-2018)

[http://www.worcester.ac.uk/documents/university-worcester-strat-plan-2013-18.pdf]

The Organisations – UW

Objectives include:

• Even higher quality of education

• Sustained emphasis on professionalism of staff

• Strategy to develop culture of participation and active citizenship

• Renewed strategy for partnerships…to fulfil the University’s role as a key engine for opportunity, creativity, wealth creation and improved public services

The Organisations - UW

Information and Learning Services Objectives include: • Work with Outreach Team to develop and implement transition

activity for schools/colleges based at and on the Hive • Develop business network, support and training at the Hive • Develop an exciting and engaging programme of cultural and

academic activity at the Hive which reaches new audiences…and encourages people to engage with the University in new ways

• Create opportunities for students to work purposefully on Hive community engagement projects

The Organisations - ILS

“…we need to focus on delivering services to people who cannot provide for themselves whilst enabling others to help themselves by removing the barriers that they face.”

(Worcestershire County Council Corporate Plan Refresh 2013-17)

[http://www.worcestershire.gov.uk/cms/pdf/Worcestershire%20Future%20Fit.pdf]

The Organisations - WCC

Objectives include: • Social inclusion, based on Dept for Culture, Media and

Sport’s Libraries for All. Factors include low income, unemployment, poor skills, health, ethnicity etc.

• Access to information and training • Access to technology (particularly online services) • Business links • Adult learning in the Community • Children and Young People

The Organisations - WCC

Planning

• 2004: discussions started between partners - both needed new libraries

• 2009: Galliford Try, contractor, was appointed

• 2010: building started

• Feb 2012: building handed over

• July 2nd 2012: building opened

• July 11th 2012: official opening by Her Majesty the Queen

Planning: Vision

• Inspiration

• Connection

• Aspiration

• Learning

• Integration

• Inclusivity

• Enduring Values

• Well-being

• Sustainability

• Visibility

Planning

• Set of workstreams made up of staff from both organisations e.g.

– Staffing and volunteering

– Customer services

– Library systems

– IT infrastructure

– Facilities management

– Children’s services

• Training programme – with access to the building from 5 months before opening

Challenges/Issues included:

• Financial situation - budget cuts across Council services, at least £20m per year. Potential for 70% of total budget being required for social care

• Changes to HE funding – implications for recruitment/student numbers

• Range of spaces available and requirements of all library users • Part of wider organisations e.g. consistency across all County

libraries • Separate funding streams • Circulation of stock – joint parameters • Preparing students and academic staff

Challenges

Library services

• Staff contracts – with original employer

• “One team” ethos thoughout building

• Integrated customer services team – lead by Library Services Manager supported by WCC and UW team leaders

• Enquiry services – UW librarians for in-depth questions

• Referral system

• Floor walking – staff “pods” rather than desks

Circulation parameters

• Widening access to UW stock v students’ needs

• Changes to loan periods

– 3 week loan (Two thirds of UW stock + all WCC book stock)

– 2 week loan (35,000 UW books – based on usage figures, WCC customers can have 1 at any one time, UW members can borrow 12)

– University Short Loan (6,000 books, 1 day loan, reference access for County customers)

• 3 week and 2 week loans integrated on shelves

• Overdue charges – same for all borrowers

• Joint library management system - Talis

First 10 months

• Open on time and on budget

• 804,293 visitors by end of April 2013

• Pattern of use by UW and WCC customers as expected: busy times are complementary

• Staff – delivery of services

• Lots of learning for all staff! Bitesized training

• Events – Beeline (children’s literature) Festival, Kay’s arts project, Bedroom Tax drop-in, Heart Walk, plays and poetry readings

• Feedback/awards

First 10 months

Challenges/issues and responses

• Staffing at opening

• Staff communications/information

• Balancing user needs/behaviour

• Multi-site university

• Drop off box at St John’s campus/bus routes

• Student point of reference

• Access to PCs – booking system/screens

• Online request system for journals in archive

Current measures

• Loans of ‘critical’ material:

Measures

0

5000

10000

15000

20000

25000

30000

UW WCC

Key Text Loans/Renewals

Key Text Loans/Renewals

What next?

• Work with pre-entry students

• Collection management

• Further work on bringing out academic content of collections/displays

• More work in engaging young people with resources and opportunities

Questions?

www.thehiveworcester.org