Being the best we can
description
Transcript of Being the best we can
Scottish Library and Information CouncilScottish Library and Information Council
Being the best we can
Developing a self evaluation and improvement model
Scottish Library and Information CouncilScottish Library and Information Council
Background
How we got to the Public Library Quality Improvement Matrix
Legislative context Standards and benchmarks based on inputs and
outputsChanging 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
Public Library Quality Improvement Matrix
Scottish Library and Information Council
Developed 2004European Framework of Quality
Management and schools inspection7 Quality Indicators 4 service QIs and 3 management QIsToolkit to support roll outBenchmarks and characteristics more at www.slainte.org.uk
Scottish Library and Information CouncilScottish Library and Information Council
So how did self evaluation work in Scotland in 2008?Moray QI 2 Community and personal participation and QI 6 Organisation and use of resources and space
East Dunbartonshire QI 1 Access to information and QI 5 Ethos and values
Edinburgh – all 7 QIs
Dundee QI 3 Meeting readers’ needs and QI 5 Ethos and values
Shetland – all 7 QIs
Fife – QI 3 Meeting readers’ needs
Falkirk QI 1 Access to information and QI 6 Organisation and use of resources and spaceNorth Ayrshire QI 2 Community and personal participation and QI 3 Meeting readers’ needs
Scottish Library and Information CouncilScottish Library and Information Council
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 CouncilScottish Library and Information Council
Some examples of strengths in 2008
Moray Council
Accredited courses. Use of Individual Learning Accounts to fund two posts which improved learning opportunities offered by the library.
East Dunbartonshire
Range of information services available to residents in a small area. Staff are well-trained, knowledgeable and keen to share their enthusiasm for subjects and online sources with the public
Edinburgh Award winning Libraries4YOU initiative, working with young teenagers to combat anti-social behaviour problems
Dundee Staff commitment to needs of vulnerable groups: provision for minority groups, Customer Care Standards, literacies learners and engagement with drug and alcohol recovery groups
Scottish Library and Information CouncilScottish Library and Information Council
Scottish Government Public Libraries Improvement FundThe 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.
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.
Australian Business Excellence Framework
Being the best we can
Developed by the Library Network in VictoriaProvides tools for local and state government to meet
service obligations and objectivesFocus on planning and continuous improvementDemonstrates the continuing relevance, contribution
and impact of library servicesBased on the Scottish Library and Information
Council’s Public Library Quality Improvement MatrixContextualized to reflect Australian policy, the
Australian Business Excellence Framework and Best Value
What is self-evaluation?
3 basic steps
How are we doing?How do we know?What are we going to do now?
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 improvementSupports us as we prioritise areas for action
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 othersTraining resourcesCase studies of good practiceUnderpinning a culture of quality
Why is self evaluation effective?
More a process than an eventNeeds to be owned not imposedMust be inclusive not exclusiveMust not depend on measurabilityBuilt in not bolted onSize does NOT matterArt not science
Nine Step Process
Step 1 Orientation Step 2 Training for staffStep 3 Deciding which Key Result Areas to
reviewStep 4 Preparation of the evidence and
identification of key strengths and areas for improvement with completion of template in toolkit for review
Nine Step Process 2
Step 5 Award star scoreStep 6 Visit and assessment with external peer
reviewersStep 7 Feedback from external review team and
a agreement is reached on the star awardStep 8 ReportStep 9 Improvement Plan
Key Result Areas and users
Providing informationBuilding skillsDeveloping social
capital
AdultsChildrenSpecial NeedsGroupsBusinesses
What are we going to evaluate?
Key Result Areas for Library Services Overall evaluation
1. Providing gateways to information
2. Building individual skills, capability and wellbeing
3. Developing social capital
4. Demonstrating leadership and values
5. Designing, managing and improving systems and processes
KRA 1 Providing gateways to information
Scottish Library and Information Council
1. Sufficiency, range and suitability of resourcesWhy is this important?Library services should offer consistent and equitable access to print and digital collections, internet and to a range of other resources for their communities. Provision of a range of resources, fit for purpose and specific need allows individuals to make informed choices. A successful library should have a high percentage of use by its local population. Key question to ask To what extent are the information needs of all met?Things to think aboutWhat range of print and digital collections does the library offer across a range of user groups?How is the selection of information resources made?How well are the information services used by the population?What are the most frequently used services?
Gathering the evidence
Consulting users, non-users and staffObserving activitiesConsidering measurable outcomesExamining documentation and
resources
Evaluating the evidence
Best done as a teamDoes evidence show a service
strength or an area for improvement Is everyday a strength?Some evidence is neither but shows
effective and necessary processesTemplate in the toolkit
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
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
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
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.
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.
Being the Best We Can – Pilot
Initial training, pilot library AprilSelf-assessment, pilot library May-JuneVerification & report JulyReview & modify process AugustTraining, second round pilots SeptemberSecond round self-assessments October -
March
Thoughts from working group
The rigour of the processIt’s a journey – it’s constantly informedSelf evaluation which leads to a cycle of improvementBe creative and consistent where you find the evidenceIt’s about telling your own storyIt’s all staff engagementIt’s a learning and knowledge experienceIt builds the evidence base for advocacy – locally,
state-wide and nationally!