When Westminster Library Services decided it had to provide a fast-track facility for busy office workers or lose their custom, it introduced a "supermarket” style service, complete with check-in/check-out kiosks, re-arranged the floor space and furniture then ousted out staff from behind their desks.
Since the changes were adopted 93 percent of all book and audio transactions are now scanned via the kiosks (that will also accept cash and eventually card payments), customer numbers have increased by ten percent, the huge queues have ceased, stock levels have risen and there has been a huge thumbs-up from customers and staff.
In just 12 months Westminster's programme has transformed its Paddington, Marylebone, Victoria, Charing Cross and St John's Wood libraries. More importantly, the technology used means it's one of only a few library providers in the country offering the automated service to audio and visual customers.
"We could not cope with the queues before and weren't taking charge,” explained Catherine Cooke, Westminster Library Services' Projects and Development Co-ordinator.
"Customers want to carry out their tasks quickly and are used to self-service. We needed to change with the times or get left behind.”
Out went the large information desks dominating the libraries entrances and instead, are 'hidden' within the libraries; books are now placed on easy-to-access shelving, providing a more open and welcoming feel; the latest novels are displayed on table tops and popular items are positioned near the kiosks.
The new system is much more productive. "Now most people have got the hang of the equipment, leaving me more time to interact with the public,” agreed Marylebone Librarian Barry Tsirtou.
Westminster's customers are also being given greater access to material thanks to a new 'floating stock' system. Introduced between all libraries for the majority of the lending stock, it means that each book remains with the library it is returned to.
Key to the entire project's success has been the forward planning put in place by the library services' team and the decision to choose technology that could be easily adapted to meet future improvements and changes.
"My advice to other library services' wanting to make changes would be don't skimp on pre-investigation - go to libraries similar to yours, talk to people that are using the system to get their views, go to exhibitions, use experts to help manage the process, keep staff informed and involved, and redesign your library: don't just put in the kiosks. You need to open up the library and put popular stock close to kiosks.
While the changes have not come cheap – £584,000 in total – the service is on course to recoup these costs within the next four years as well as make regular annual savings of £200,000.
For one local resident the changes have been a welcome addition. "Now that all the glitches have been ironed out the service is much quicker and it's nice to see the librarians walking around offering help and advice. There's a much more humane feel to the libraries".
For more detailed information on Westminster libraries please visit the case study section on the MLA research website.