Executive summary of Library and one stop shop service consultation report Background

Cornwall Council, like other local authorities, has to find substantial budget savings and further Government funding cuts have resulted in a required saving of £1.8 million from the Libraries and One Stop Shop £4m budget.

Cornwall Council consulted, between 1 April and 10 June 2015, with stakeholders and the public on their views for how the future Library and One Stop Shop service could be delivered in the face of budget savings equating to approximately 40% over the next two years.

The consultation and engagement programme aimed to provide the opportunity for everyone to comment on options and voice their concerns, views and ideas for future delivery of library and one stop shop services.

The consultation responses have informed the recommendation for a preferred option for the running of library and one stop shop services.

Two service models were outlined for consultees to consider and everyone was also encouraged to propose other models of service delivery identified within the report as model X.

Model A:

Transfer or ‘devolve’ the operation of libraries to other interested parties e.g. to a Town/Parish Council or community organisation

Model B:

Alternative whole service model e.g. transfer the operation of libraries to a trust, commercial organisation, or social enterprise, or through outsourcing

A business case form was available on the Councils website and in hard copy for those groups and organisations interested in devolved service delivery models (Model A).

A soft market test was undertaken and a notice was published on tendersincornwall.co.uk and Contracts Finder for companies or groups interested in the delivery of a whole service model (Model B).

Other ideas and suggestions, that did not fall within the two proposed models, were captured through partner and public consultation events.

Consultation approach/results

The 10 week consultation programme consisted of:

• Questionnaire available on the Council’s website and in Libraries/One Stop Shops for any service user/non user to complete; • Printed Questionnaire available upon request by email, telephone or at any library and one stop shop site, at drop in sessions and stakeholders workshops • Drop in sessions for library users and visitors and other members of the public • Workshops with stakeholders such as town and parish councils, local businesses, local organisations, friends of the libraries and staff members • Library and One stop Shop stand at the Royal Cornwall Show • Press releases issued and communications to Town/Parish Council, stakeholders and members of staff • Communications via email sent to all the stakeholders with invitations and consultation updates

2,917 respondents completed the consultation questionnaire during the 10 week period. 1,008 (34%) of these filled in paper questionnaires.

The full consultation results and comments, found as Appendices in the PAC report, can be viewed on the Council’s website: www.cornwall.gov.uk.

Please see a summary of the results, rounded to nearest percent, in the table and graphic charts below:

Number of respondents supporting and opposing model A and model B

Support Neutral Oppose

Model A 49% 13% 38%

Model B 30% 16% 54%

Ideas for alternative ways to deliver the service

1,372 responses were received to an open question about any other ideas for alternative ways to deliver the library and one stop shop service. All comments received are included in Appendix 2.

The comments were analysed under the following categories:

Category Description Number of positive responses Model A Transfer or ‘devolve’ the operation of Positive:175 libraries to other interested parties Negative:111 e.g. to a Town/Parish Council or community organisation Model B Alternative whole service model e.g. Positive:105 transfer the operation of libraries to a Negative:155 trust, commercial organisation, or social enterprise, or through outsourcing New ideas/ Respondents proposing new ideas or 653 suggestions suggestions to achieve the savings Volunteers Whether respondents support Positive:136 (positive)or don’t support (negative) Negative:80 using volunteers to deliver the service Charges Whether we should introduce charges Positive:71 for using the service (positive) or Negative:17 should the service remain free of charge(negative) Please note: because of statutory requirements we can’t charge for book lending but other activities can be charged for Digital Whether respondents support digital Positive:37 solutions and its development such as Negative:17 self-service machines, internet (positive) or oppose to it (negative) Specific sites When respondents mention or/and 74 suggest solutions for the specific sites No changes When respondents would like to 236 maintain the current status quo and don’t want any changes Miscellaneous Any other comments which would not 45 fall into the above categories Invalid Comments which relate to issues 88 beyond service’s influence

Examples of Comments from Open Question 3

Model A Model B (positive) (positive) Library service should I believe that run as one operation. option A would Better to be taken over make local by a trust or university. public service Don't want to see any further deterioration in services provided or numbers of staff.

Model B (negative)

Think it’s crucial to continue provide the library services-a key

amenity of any civilised society. I Model A (negative) am worried that transfer to other Bring all one stop shops into bodies may actually be a way of the local libraries so staff can shrugging off any responsibility for work together. Must the continued viability of this maintain a continuous link important service, and will lead to between all libraries. If closures sooner or later (probably broken up to different sooner). agencies around Cornwall it will become disjointed.

Volunteers (positive) Charges (positive) If it came to a question To keep the library open - as it's of complete library very important to many people, closure or retention why not charge the small amount through increased use every time we take out books, of volunteers, I would maybe 50p. Most people I have want to support the use spoken to think this would be a of volunteers. good idea and I wouldn't mind paying at all. *legal obligation: book lending must be free to all

Charges (negative) Feel it important that the library remains free to the user.

New ideas Support a central community

Specific sites 'hub' that performs several The present site of the library functions, one- stop, library,

in Launceston has a very coffee shop, community space, limited parking space. If it source of local information.

could be incorporated or shared with somewhere nearer the centre of the town/multi-storey car park/on flatter ground, perhaps it would be used more by the general public. Volunteers (negative) The use of volunteers is a very bad idea. You will waste time and money in training, speaking from experience of managing volunteers. Life is very difficult No changes for managers targets are rarely You cannot cut library services met because they are not subject any more!! Please please keep to contract and can therefore do them as they are.....our children what they like. Overall the so enjoy coming in and getting service will decline and turnover books and it is vital for their of staff will be high. education. They also all love doing the summer reading challenge. If have to do anything

Digital (negative)

My only concern is that libraries are not closed - Miscellaneous I'm not sure which option I would they are vital to our society and both the education of support. All I know is that I would support whichever option is most likely the young and the lifestyle of the elderly. i strongly to result in the library continuing to be available to all and run by people who oppose replacing both books and people with are passionate and committed. And who are paid to do their job. computers.

Digital (positive) It could be a national service funded and managed by a government department such as education. Also consider an on-line service with a good browser facility and a delivery service such as that offered by supermarkets, possibly provided by the Post Office. Returns could be to drop-off points such as a local Post Office. Overview of responses:

• 94% of respondents were members of the library service and have used a service within the past 12 months • 48% of these use or visit a library once a week, and 34% about once a month • 66% of respondents were female, 34% male • 51% of respondents were over 60 whilst 3% were under 30 • 16% of respondents considered themselves to have a disability • 92 % of respondents use the library to borrow a book, 45% browse or read, 40% for general information, 32% carry out research, 29% use a photocopier/printer, 28% use a computer, 28% to use One Stop Shop / Council information, 24% hire a DVD/CD, 24% read a newspaper and 18% to have contact with a person / people • 42% of respondents made a suggestion relating to the way in which the service could be improved • What would respondents improve in the library and One Stop Shop service? All comments are included in Appendix 3.

Category Number of responses Opening hours 392 Suggestions 251 Stock 133 Facilities 86 Staff and staffing 66 Events and Activities 58 Remain the same 25 Invalid 40

Workshops with stakeholders

Over 100 attendees, including town and parish councils, local businesses and voluntary sector organisations and library and one stop shop staff, attended stakeholder workshops in the following locations:

• Library • Community Library • – Penwinnick Offices • – Dolcoath Offices • Library • Launceston Library • Falmouth Library • Looe Library and One Stop Shop • Bude Library and One Stop Shop

Sessions were arranged so attendees could take part in group exercises. Facilitators asked the questions outlined below and collected responses on hexagon post-it notes. Altogether 834 comments were received.

Question: Why are you here and what would you like to do? The attendees were passionate about their communities and concerned about the future of the Library and One Stop Shop service. They would like to find the positive way forward and ways to promote towns in a better way, but also protect rural areas.

Question: What is working well in the Library and One Stop Shop service? Staff members were praised for being helpful and for their knowledge and professionalism. Computer and internet access are very well valued and utilised, for example by job seekers, as well as the courses run in the libraries such as numeracy and literacy, reading challenges and events for parents. Appreciation was also shown towards volunteers. The service is recognised as an excellent engagement opportunity for various age groups, also vulnerable people. It is also a good information point for the community.

Question: What are the areas for improvement in the Library and One Stop Shop service? One of the suggestions discussed was to extend opening hours to adjust to other community groups’ needs and to use facilities in a better way. People raised their concerns about rural areas, issues with transport and problems with internet connection at home which leaves them unable to use online channels. Moreover usage of volunteers could potentially be challenging, particularly when training and good management are needed. Attendees felt activities should be promoted in a better way to attract other groups of society especially those between age 20 and 60.

Benefits of model A, model B and model X? Model A Attendees voiced the understanding of local areas and their needs, is the main benefit of model A, alongside focusing on utilising local partnerships for example with schools and health. They suggested seeking opportunities for obtaining local funding and using community models already established. More flexibility of model A would be preferable to accommodate the varied communities: rural and urban plus maintaining partnership with Cornwall Council.

Model B Attendees recognized this model as more sustainable and practical for current library and one stop shop staff plus an opportunity for investment and innovation. It could provide better consistency across Cornwall for the library and one stop shop service and more possibilities to apply for funding. In stakeholders opinion this model would ensure levels of professional staff are maintained.

Model X Attendees saw a lot of opportunities for creating partnerships with local organisations such as schools, colleges, town and parish councils, leisure centres, supermarkets and health organisations. They considered a combination of both models A and B could be a good solution.

Challenges presented by model A and model B? Model A The attendees were concerned about fragmentation of the service and capping limits for town and parish councils. They also felt relying only on volunteers could be an issue and there is a risk of losing experienced staff and their knowledge. Stakeholders thought that training volunteers would be an additional expense. There might be some challenges in obtaining the money to run the services.

Model B Concerns expressed were related to commercialisation and the different agendas of profit making organisations. They felt there could be a possibility of staff redundancies and less personal contact through introducing the efficiencies, and therefore the risk of losing the service for vulnerable people.

Suggestions for the future

Attendees suggested more partnerships should be made with local organisations such as schools, colleges, businesses and health. The Library and One Stop Shop service should fulfil the signposting function and should increase opportunities for social contact. Town councils need to work with surrounding parishes and their local communities to benefit their local areas. Attendees would like to see more effective promotion of activities and the use of spaces for commercial purposes like cafes. They think properties could be shared with other services such as CAB, Link Into Learning or commercial organisations like cafes or banks. Opening times should be adjusted to suit young people and people who work 9am – 5pm. Stakeholders suggested utilising space for music sessions, lessons and drama groups and looking at the communities and their needs and identifying how the face to face services meet those needs.

Drop in sessions 40 drop in sessions were held in libraries and one stop shops across Cornwall. Over 1,000 library users and visitors were engaged with through the drop in sessions during the programme of consultation.

Views of people who attended drop in sessions included:

• Libraries and one stop shops are valued for preventing social isolation, for positive influence on culture, professional and helpful staff, well stocked books and access to ebooks, internet access and the activities/events. • Central location is considered to be essential for any public services, general opinion seems to be that a town centre location is preferable to an out of town location. • Visitors suggested working in partnerships with different organisations, sharing the buildings with different public or commercial services like cafes and organising more events like homework clubs, summer clubs for children, music, drama and computer lessons. • Some customers would be happy to pay for the library services. • Marketing and promotion of what the service can offer needs to be improved • People generally value volunteers but they also recognise that professional staff members need to be employed to guarantee a high quality service. • There were concerns regarding privatisation and services run by commercial organisations. Also people were worried that if town councils take control their local council tax will increase. • Many people would like the opening hours changed or extended to include Saturdays. • Several people commented about the Council not using their budget effectively. • Some people were concerned that Model A could allow the service to become fragmented and some sites would be at a disadvantage.

Royal Cornwall Show

Visitors to the Royal Cornwall Show were asked what they liked about the Library and One Stop Shop service and what they would like to improve.

Approximately350 people were engaged with across the three days and 57 children took part in a drawing competition.

A commonly occurring view held by people who commented at the Show was the service offers such as e-books and e-magazines, click and collect, online resources, home library service and services for the visually impaired should be publicised more.

Responses to the soft market test

A total of 26 Business Cases/Expressions of Interest were received:

Model A 9 City and Town Councils commented 2 Parish Councils commented 7 Charitable organisations commented

Model B In total: 7 received

All responses received as part of the consultation and engagement process are available on the Council’s website: www.cornwall.gov.uk/libraryreview