Agenda item

(To receive a report by Michaela Finan, Libraries and Heritage Client Lead, which provides an update of the contract performance information to enable the Committee to fulfil its role in scrutinising the performance of the second year of the out-sourced Library Contract to Greenwich Leisure Limited (GLL).  Representatives from GLL will be in attendance at the meeting)

Consideration was given to a report which provided an update of the contract performance information to enable the Committee to fulfil its role in scrutinising performance of the second year of the out-sourced Library Contract to Greenwich Leisure Limited (GLL).

Members were informed that the decision to outsource LCC's statutory library service was taken to enable the delivery of a cost effective, high quality library service in an ongoing environment of constraint.  It was noted that the key aims of the outsourcing was:

·         To increase levels of service performance

·         Improved customer's experience

·         Service transformation

It was reported that the Library Service contract with GLL commenced in April 2016, and GLL had now entered Year 3 of a 5 year contract with an option to extend the contract by a further 5 years.

First year progress had been reported to the Committee the previous year, and it was felt that it would be beneficial if an annual report was brought to the Committee over the course of the contract.  Members were informed that overall performance was very good, with KPI's being met.  However, it was noted that there had been a couple of KPI's which were not met, but this had been due to the adverse weather experienced in the County in February and March 2018, as the larger library vehicles could not get out in the snow.

Conversations were taking place around how the IT model could be improved and what it may look like.  Customer expectations in terms of IT were growing rapidly, and there was a need to balance that with what it was possible and cost effective to deliver.  GLL continued to review the mobile service to make it as efficient as possible.

A query was raised regarding the removal of computers from Boultham library and members were advised that this was the result of an exceptional set of circumstances and the authority was working with GLL and a number of other community groups that were looking to supply an alternative community offer.  It was noted that there were three libraries – Birchwood, Ermine and Boutlham – which were the subject of discussions.  Expressions of interest were currently being received to run all three of these libraries, and these would then undergo an evaluation process.  It was acknowledged that the IT issues experienced in this library was a temporary situation, and it was hoped that a new provider would be announced in the early autumn and work would get underway quickly to restore the IT provision.

The Committee was introduced to two representatives of GLL, Diana Edmonds (National Libraries Director) and Nicola Rogers (Partnership Manager for Lincolnshire Libraries) who were in attendance at the meeting provided updates on the work taking place within Lincolnshire libraries as part of the GLL contract.

Members were provided with the opportunity to ask questions to the officers present in relation to the information contained within the report and some of the points raised during discussion included the following:

·         It was noted that Lincolnshire Libraries had 100% customer satisfaction, which was a first for GLL.

·         In relation to Grantham library, it was commented that progress was not moving very quickly.  Members were assured that officers continued to pursue this, and following legal advice had agreed a more risky approach as the ability to communicate with the owners was proving difficult as the building was owned by an offshore account.  As many attempts to contact the owners had been made, it was thought that the authority was in a strong position to advise the owners of what the plans for the building were, and if there were any issues they should contact the authority.

·         It was commented that the volunteer aspect was working very well and activities and footfall were increasing.  It was also commented that the Library Development Officers had been a very good idea.

·         It was commented that officers would welcome the opportunity to come back to the Committee with a report on the community hubs, as they were working very well in Lincolnshire, but they had not always worked in other parts of the country.  It was commented that they may have succeeded in Lincolnshire as they were not all the same.  It was suggested that some of the staff from the hubs may want to come and talk to the Committee to give first-hand experience.

·         Members requested information on the background of GLL, and it was reported that GLL was a social enterprise and a not for profit organisation that had been running for 25 years.  The organisation had initially formed as a leisure organisation in Greenwich when the Council had no longer been able to support the leisure centres in the area.  The organisation now managed 14,000 staff throughout the country and ran 300 leisure facilities and 100 libraries.

·         It was confirmed that GLL was still able to provide people with access to various publications for research purposes, through the use of either local academic libraries to loan the publication or if that was not possible, then it could be accessed from the British Library.

·         In relation to the financial information presented, it was requested whether this could be presented in a format that was a little clearer to understand.  It was also queried whether there could be consistency in the way KPI's were presented, i.e. numbers or percentages, as there was a combination of both used.

·         It was noted that Lexicon House had been closed down, and it was queried whether there was a change in the way libraries were used, and what the strategic way forward for libraries was for the future.

·         It was noted that the sales figures for e-books had fallen, whilst hard copy books had increased.  GLL was aware that IT was now fundamental as a part of life, and other things being promoted in libraries included communication through technology, applying for jobs, and applying for universal credit.  It was thought libraries in the future would be a hybrid of services.  It was commented that GLL ran over 100 libraries across the country, and in some communities there was a real need for digital technology.  It was noted that this was not just access to computers.  Some people may have smart phones/tablets, but needed access to a printer.

·         In terms of a strategic view, there were some fundamental facts which needed to be faced, such as that footfall was declining nationally across the entire culture sector.  E-reader sales were slowing, although it may be because people only needed to buy one every 5 years or so.

·         It was noted that libraries were adapting and flexible and in the future would not be just about books.

·         It was queried whether the community hub programme was still open, and it was noted that there was originally capacity for 40 hubs, and there were currently 36 operating, with a further two where discussions were taking place.  If the 40 was going to be exceeded there would need to be a further conversation with the Council's Executive about whether they wanted to expand the programme.

·         It was noted that KPI-11 had achieved so far above target and it was queried why this was.  It was noted that this was due to the libraries being opened up to communities and having a focus on community engagement.

·         It was commented that this was a very encouraging report on how the service was developing.

The representatives of GLL thanked the officers that they worked with at the Council and commented that things worked much better when there was partnership working with officers.

RESOLVED

1.    That the Committee endorse the ongoing development and proposed 'Year 3 Developments' highlighted in the report;

2.    That annual performance updates on the Library Services Contract going forward be received by the Committee.