Publications
Rapid transformation of public library services
By organizing the service around customers of the core offering, local authorities can double book issues in three years, within the current library budget.
UK public libraries offer valuable services to local citizens, and are widely appreciated. But they have been criticised by many organizations recently, including the House of Commons Select Committee, the DCMS and the Audit Commission. Not surprisingly, library staff are demotivated, while management at all levels call for additional funding to change the situation.
However, PA Consulting Group has concluded that significant improvements in the library service can be achieved in a relatively short time, and within existing budgets. By organizing the service around customers of the core offering, we believe that most library services can double book issues in three years, within the current library budget.
This publication describes PA's proposition for transforming the UK library service, organizing it more around its customers. The key elements are a welcoming and open environment, extended opening hours and the use of technology to offer convenient self-service for the public and automated administration for staff. All other activities are streamlined so that resources are focused on developing the stock and enabling professional library staff to serve customers.
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