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• Accelerated Sept 10 as a result of the University’s

economies exercise

Background at Leeds

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

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

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

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

Staffing – preparation for change

• Economies exercise as backdrop• Staff involved in planning new work spaces• Staff visits

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

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

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

Improvements

• Access• Self issue/return

• Clearer wording• RFID tagging

• Staff training and support during self service hours• Promotion of self service

• Portal• Web site

Summary

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