ANNEX TO ITEM 25
Milton Keynes Council
Annual Library Plan for 2002/03 ANNEX TO ITEM 25
Contents
Foreword Page Chapter 1 Introduction 1.1 Local authority characteristics 1
Chapter 2 Statement of objectives 12 2.1 Corporate and library service objectives and plans 12
Chapter 3 Service delivery policies and resources 15 3.1 Access 15 3.2 Buildings and mobile libraries 19 3.3 Services for adults, young people and children 22 3.4 Services for special groups 30 3.5 Wider community use 33 3.6 Staff 34 3.7 ICT systems and services 37 3.8 Finance 39
Chapter 4 Performance appraisal, assessment against 43 the standards in ‘Comprehensive, Efficient and Modern Public Libraries’, marketing and customer response 4.1 Public library standards and trend data 43 4.2 Commentary on approach to meeting the 48 standards and local targets 4.3 Public consultation and marketing 51 4.4 Quality assessment 53
Chapter 5 Review of preceding Plans and progress for 54 the previous financial year 5.1 Achievement of the Action Plan for 2001/02 55
Chapter 6 Rolling 3 year Medium-term Strategy 57 6.1 Analysis of strengths, areas for development, 57 opportunities and threats 6.2 Best Value reviews 65 6.3 Service improvements and variations 65
Chapter 7 Rolling Action Plans and targets 67 7.1 Action Plan for 2002/03 and 2003/04 67 7.2 Action Plan for 2004/05 73 7.3 Local Performance targets 73
Appendix 1 DCMS Public Libraries Planning Profile, May 76 2002: Milton Keynes Council Appendix 2 List of acronyms 77 ANNEX TO ITEM 25
Foreword
The Borough of Milton Keynes is a fast growing and lively place, with a substantial and successful new town, as well as an attractive and diverse rural area.
Milton Keynes Council is proud of its Library Service, which provides cultural, learning and information services that reach out to all its residents. Libraries also provide an accessible gateway to other Council and community services and so they have a huge impact in the community.
The Service has made strides in addressing the Library Standards. However, there is a unique challenge in Milton Keynes because of the borough’s fast growth. This document shows how the Service intends to keep pace with those changes in the short and long term.
This is the first Annual Library Plan since the Service joined the Learning and Skills Division to be managed jointly with Lifelong Learning Services. This structure provides a dynamic opportunity for developing ways of supporting other services and opening up libraries to ever more people.
The Council looks forward to future developments in Milton Keynes, which will require new and innovative service delivery for the very popular central library in the medium to long term. Milton Keynes Council also has exciting plans for partnership arrangements and ICT developments to ensure the Service remains accessible to the whole population and reaches out to current non-users.
The full Council has agreed this Plan, following discussion at the Cabinet, the Learning, Community and Economic Development Overview Committee and consultations with community partners.
Councillor Pat Seymour Cabinet Member For Lifelong Learning
Milton Keynes Council recognises that libraries: S are for everyone in the community that they live in, work in or visit
S provide information, culture and entertainment as well as learning services
S offer free or low cost opportunities that have a community focus
S provide an important gateway to other services
The Council’s mission for libraries is to ensure that there are accessible, high quality, community-based library services for the whole population of Milton Keynes ANNEX TO ITEM 25
1 Introduction
1.1 Local authority characteristics
This section provides an assessment of key characteristics of the borough. Comparisons are made, where relevant, with national, regional and sub-regional data. Some comparisons are also made with the authorities designated by DCMS as “nearest neighbours”. For reference the DCMS data is provided as Appendix 1.
Overall population size and potential growth
The 1991 Census showed the Borough had a population of 176,371. The 2001 population is estimated by Milton Keynes Council to be 212,810 and is projected to increase to 244,130 by 2011. The estimated population for the designated new town area for 2001 is 175,270 (82% of the Borough). (2001 Milton Keynes Council Statistical Summary)
The Borough experiences one of the fastest growth rates in the UK. From 1991 to 2000 the Borough population grew by 17% (whereas the population of England grew by 3.6%); it has grown 355% since 1967 (Registrar General’s Mid-year Estimates, 1999-2000).
The Office of National Statistics’ figures and the Council’s population bulletin 2001/02 show the following pattern of growth for the Borough: year 1967 1972 1977 1982 1987 1992 1997 2002 2011 estimate estimate population 60,000 69,300 96,300 132,300 161,500 180,900 200,700 219,370 244,130
Population of Milton Keynes Borough 1967 to 2002
300,000
250,000
200,000
150,000
100,000 population 50,000
0 1967 1972 1977 1982 1987 1992 1997 2002 2011 estimate estimate year ANNEX TO ITEM 25
Age
The population of Milton Keynes is relatively youthful with 22.5% being under 16 years in mid-2000 compared with the UK average of 21% (Milton Keynes Facts and Figures, 2002). Half the population is under 34 (compared with 38 nationally). The DCMS planning profile for 2002 also shows the Borough’s relatively youthful age profile against nearest neighbours.
By 2011, the median age will have aged slightly to 37. It is mature adults, aged 35- 59 years, where the greatest growth is expected over the next 10 years.
The following graph shows the age range of the population in 2001 and the expected profile in 2011.
0-4 5-9 10-14 15-19 20-24 25-29 30-34 35-39 40-44 45-49 2001 14,880 15,180 15,360 14,710 14,320 14,880 19,450 18,720 16,380 15,560 2011 15,520 16,080 15,860 16,050 16,860 17,090 16,950 16,800 20,370 19,560
50-54 55-59 60-64 65-69 70-74 75-79 80-84 85 plus Total 2001 14,700 10,440 7,620 5,980 5,100 4,420 2,890 2,240 212,830 2011 16,670 15,230 14,140 9,650 6,590 4,570 3,250 2,890 244,130
22,000 20,000 2001 18,000 2011 16,000 14,000 12,000 10,000 Population 8,000 6,000 4,000 2,000 0 0-4 5-9 10-14 15-19 20-24 25-29 30-34 35-39 40-44 45-49 50-54 55-59 60-64 65-69 70-74 75-79 80-84 85 plus Age ANNEX TO ITEM 25
Minority ethnic community population
The percentage of residents from minority ethnic communities was 5.8% in the Borough at the time of the 1991 Census against a figure of 3.1% in the South East and 6.2% nationally. The 2002 DCMS planning profile shows Milton Keynes is in the highest quartile compared with nearest neighbours based on the 1991 Census figures. It is expected that the figures from the 2001 Census will show a marked increase in the numbers and percentages of ethnic minority populations. The statistics from the school population (aged 3 – 19 years) compiled by Milton Keynes Council show that 12.3% of pupils are from ethnic minorities and there are particular concentrations of some groups in certain geographical areas. The school statistics show there has been considerable growth of pupils from minority ethnic communities since 1991.
In particular there are significant numbers of:
S Bangladeshi families well established in Bletchley (in south Milton Keynes, in one of the older towns, where there is a branch library) S Families of Pakistani origin in Wolverton (in north Milton Keynes, in another older part of the town, also with a branch library) S Hong Kong Chinese families, including a number who came from Hong Kong in 1997/98, who are dispersed across the town, but there are some concentrations in the newest areas of the town, where there is currently only one small branch library on the West flank) S Refugees and asylum seekers from East Africa (Somalia and Tanzania) dispersed across the town, but with concentrations in the south and central part of the town. Most have arrived in the last five years or so.
The details of the 1991 Census with 2002 school age population comparisons are shown here, and the relative growth of communities are illustrated by the chart that follows.
Total % 1991 1991 % 2002 1991 Census School age school age Census population population White 166,102 94.23 92.05 87.7 Black Caribbean 1,672 0.95 0.95 0.76 African 499 0.28 0.28 1.77 Other 666 0.38 0.38 1.51 Asian Indian 2,831 1.61 1.61 1.99 Pakistani 821 0.47 0.47 1.44 Bangladeshi 691 0.39 0.39 1.04 Chinese 671 0.38 0.38 0.96 Other 927 0.53 1.32 2.05 Other 1,400 0.79 1.33 0.8 Total 176,280 100.00 100 100 Born in Ireland 3,637 2.06 N/A ANNEX TO ITEM 25
Pakistani
Indian
Chinese
Black Other 1991
Black Caribbean 2002
Black African
Bangladeshi
Any Other Group
0.00 0.50 1.00 1.50 2.00 2.50
School age minority ethnic population 1991 and 2002
Disability
It is difficult to provide an accurate figure for the number of people with disabilities in the population for many reasons. The main issue is the varying definitions of disability used by individuals and institutions; these do not equate to those used in other services and the result is a lack of consistent data.
However, using the rather crude method of judging by disability benefits claimants, the population appears to have below average levels of disabled people (0.48% in receipt of severe Disablement Allowance in Milton Keynes compared with 0.7% nationally). Nevertheless, as the population ages, the incidence of disability is likely to grow, and the relatively low levels indicated are likely to be because of the young age profile now.
Economic profile
The economic base of Milton Keynes reflects the national picture broadly speaking. There are over 7,000 businesses in Milton and North Buckinghamshire providing approximately 126,000 jobs. Approximately 75% of these jobs are in the service sector, 20% in production, 3% in construction and 1% in agriculture, (MKEP Employment Survey, 2001)
About 72% of all businesses employ 10 people or less and only 3% of employers have 100 or more employees, but these few (c.180) companies employ about half of all employees. (MKEP 2001 Employment Survey).
Currently, local registered unemployment remains extremely low though it is increasing (1.9% in March 2002 compared with 3.3% nationally and 2.6% in the South East). The 2002 DCMS planning profile also shows that the borough is in the ANNEX TO ITEM 25 lowest quartile compared with nearest neighbours and has been for the last three years. The pressure on local employers to fill vacancies in a climate of full employment is considerable. There is a high participation rate in the labour market with 82.6% of people of working age in employment, compared with 80.1% for the South East and 74.6% nationally (Labour Force Survey, December 2001). Furthermore, 79% of jobs are full-time compared with 74.3% for the South East and 75.1% nationally. This means that few people of working age have large amounts of leisure time.
The high levels of employment and less established community because of its fast growth rate are both thought to be significant contributors to the relatively low level of participation in learning for 16 – 19 year olds (DfES and Careers Service statistics).
Affluence and deprivation
Generally reasonable levels of affluence mirror the economic buoyancy of Milton Keynes. However, there are considerable variations at ward and sub-ward levels. Using the DETR 2000 Index of Multiple Deprivation, one ward (Woughton) is amongst the 10% most deprived wards in England. It is within the 10% most deprived wards for income, health, education and child poverty. Four others out of the twenty-four wards in Milton Keynes are within the 10% most deprived wards for one or more of the seven DETR categories:
S Campbell Park (education)
S Eaton Manor (education, housing, child poverty)
S Fenny Stratford (housing)
S Walton Park (education)
(MK Council’s Social Atlas, November 2001)
The latest available statistics show that 5.2 % of households are one parent families (just below the national average of 6%), with concentrations in certain parts of the borough (Bucks local population study, 1996).
The Council has developed a ‘toolkit of sustainability indicators’, which has been piloted on one estate to gather more detailed information about sub-ward areas.
The difference between the most deprived and least deprived wards, using the DETR 2000 Index of Multiple Deprivation, shows that Milton Keynes is within 5% most polarised local authorities in England. That is, Milton Keynes has one of the most extreme differences between affluent and deprived wards in England, with Woughton amongst the 10% most deprived 573 of 8,414 wards and Olney amongst the 10% least at 8,148 of 8,414 wards in England.
The map on the following page shows the borough with ward boundaries and indication of levels of multiple deprivation. ANNEX TO ITEM 25
DETR Index of Multiple Deprivation Harrold
Top 10% most deprived wards in England 10 to 20% deprived wards in England 0 20 to 30% deprived2.5 wards in England5.0 Least Deprived Kilom eters W arrington
Lavendon
Turvey
Olney Ouse Valley Olney
Hartwell Ravenstone
Weston Underwood Stoke Petsoe End Goldington Emberton
M 1 W Filgrave e s t Gayhurst
C Hanslope o Astwood a Hardmead s t Tyringham M
a i n Sherington
L Sherington i n e Hanslope Park R a Chicheley i l w Lathbury a y Newport North Crawley Pagnell Little Linford North
Castlethorpe Newport Pagnell Haversham Newport Cranfield Cosgrove Pagnell New Haversham Linford South North Moulsoe Wolverton Old Wolverton Stratford Stantonbury Linford junction 14 South
Bradwell Campbell Park Stony Bradwell Abbey Central Stratford Walton M ilton Park Kingston Stony M Stratford Keynes 1
Upper Loughton Park Weald Woughton "The Woburn Aspley Guise Bowl" Sands
Furzton Fenny Stratford Danesborough Nash Emerson Aspley W estcroft Heath Valley Denbigh Bow Brickhill Whaddon
Bletchley Whaddon WaterEaton EatonManor Newton Longville
DETR 2000 Index of Multiple Deprivation Wards in Milton Keynes
The area has been developed with a high percentage of open space and landscaping, making it an attractive place to live and work. The population density is 6.8 per hectare compared with 10.1 per hectare for “nearest neighbours” according to the 2002 DCMS planning profile. Public transport is not as well developed as in more densely populated authorities, and access to services can be a problem as a result. ANNEX TO ITEM 25
Learning attainments
The workforce in Milton Keynes is less qualified compared to the MOB sub-region, the South East and the UK, as measured by attainment towards the National Learning Targets (NTLs). A recent Household Survey (MK&NB Training & Qualifications Levels, BMG Research 1999) found that 42.9% of the population was qualified to NVQ Level 3 or equivalent and 26.2% qualified to Level 4 or equivalent, compared to 49% and 29% in the South East. In terms of gender, 51% of males and 33.7% of females in Milton Keynes had achieved a Level 3 qualification and 31.3% and 20.7% at Level 4 respectively. This contrasts with the higher rate of participation in adult learning by women.
The percentage of adults qualified to Levels 2, 3 and Level 4 or equivalent compared to the South East and the rest of the UK is shown below (1999/2000 figures):
MK SE UK % of 19-year olds with Level 2 Qualification 70% 79% 73.9% % of 21-year olds with Level 3 Qualification 49% 57% 52.1% % of Adults with Level 3 Qualification 42% 49% 45% % of Adults with Level 4 Qualification 26% 29% 26%
Performance in schools at Key Stages 3 and 4 is below the national average, but improving more rapidly than the national average. At Key Stage 3 Milton Keynes ranks among the top 10% most improved authorities (2002/03 Education Development Plan). The number of pupils achieving 5+ GCSE A*- C increased from 34.6% in 1998 to 42.5% in 2001. The percentage achieving 1+ GCSE A*-G remained at 94% from 1999 to 2002, which is the national level (DfES and Milton Keynes Council statistics). The Borough has recently been awarded funding to set up an Excellence Cluster around three secondary schools where achievement levels are currently low.
Notwithstanding the level of attainment at intermediate and higher levels, many adults in Milton Keynes have low levels of basic skills. A survey by the Basic Skills Agency in 1999 found approximately 24% of the MK population have low numeracy skills and 14.7% low literacy skills, compared to the England average of 21% and 15% respectively.
If the statistics for the Borough are broken down further, it is clear that educational attainment varies, generally in line with other indicators of deprivation.
Research into the needs of learners (Learner Research, LLP, 2000) provided information and detailed analysis of needs of learners, future learning intentions and the barriers to participation in relation to a selected group of wards. Some of the key findings were that about 85% of residents held qualifications, but in some areas it was as low as 36%. The proportion of those aged 16-19 years old with no qualifications was as high as 71% in some areas. Just over a quarter (26%) of adult residents were currently engaged in some form of learning, with over a third of borough residents wishing to improve the current learning. However, in some areas the percentage currently involved in learning was as low as 1%. In some areas, as many as 72% had undertaken no learning since leaving full-time education. The ANNEX TO ITEM 25
research also recognised the value people felt for libraries for those seeking information about opportunities.
Summary and implications for the Library Service
Key characteristic Implications for the Library Service A population of 212,810 (MK Council Modest sized authority means the Service estimate, 2001) needs to work collaboratively with others (e.g. Buckinghamshire County Council) to secure best value services where appropriate. A very high population growth rate Meeting Library Standards is challenging (17% between 1991 to 2000 and increasingly so as new estates continue compared with a national average of to be built. Innovative ways of meeting the 3.6%; Registrar General’s mid-year areas’ needs have to be sought, including estimates) better use of mobile facilities. A relatively youthful but ageing The Service needs to ensure it has a strong population with half the population School Library Service and Children’s under 34 now compared with 38 Service, as well as other facilities to meet nationally, but the greatest growth in the needs of a young population, but must 35-59 year-olds over the next ten also recognise the growing needs of an years (MK Council Facts and Figures) ageing and less mobile population. A minority ethnic population of The Service needs to understand the 5.8% against a national average of differing needs of different groups and 6.2 (1991 Census), but an where they live; build on some innovative expectation that this is a major work in Bletchley; and make all libraries underestimate of the current levels, more obviously welcoming to people from and some specific groups that have different cultures. Working in partnership is particular needs essential. A slightly lower number of disabled The Service needs to continue to provide its people than national averages if pro-active services to disabled users (such measured by disability claimants but as the volunteers for housebound readers, higher in some parts of the borough and specialist IT facilities for blind and than others (www.statistics.gov.uk) partially sighted users) and to ensure it is compliant with the Disability Discrimination Act. These services will need to expand to meet the increasingly aged population. About 7,000 businesses providing The Business Library needs to understand 126,000 jobs in the travel to work the nature and needs of its local businesses area, including a large SME (small and support the SMEs, for example by and medium sized enterprise) sector providing a base for learndirect provision for with about 72% of businesses updating skills. It needs to maintain strong employing 10 people or less and only links with the Small Business Service to about 180 businesses with over 100 ensure there is a co-ordinated service employees, though these large across the Borough. employers employ about half the employees (MKEP Employment Survey, 2001) ANNEX TO ITEM 25
Key characteristic Implications for the Library Service A very low registered unemployment The Service needs to recognise that a rate of 1.9% in March 2002 compared significant number of residents will need with 2.6% in the South East and 3.3% services outside working hours and/or in nationally, and a high participation employment areas. rate in the labour market with 82.6% of people of working age in The Service has not experienced employment, compared with 80.1% recruitment difficulties, but needs to be for the South East and 74.6 nationally aware of that potential. (Labour Force Survey, December 2001) leading to some difficulties in recruiting staff. Significant variation in the affluence The Service needs to understand the details in the borough using the DETR 2000 behind the figures and find ways of Index, with one ward in the 10% most addressing the needs of socially excluded deprived nationally and another in the groups, building its reader development 10% least deprived nationally work in conjunction with others who are addressing social exclusion, but not forgetting its commitment to the whole community. 5.2 % of households are one parent The Service needs to understand the needs families (just below the national of this group many of whom are younger average of 6%), with concentrations residents and build on its partnership with in certain parts of the borough (Bucks the SureStart project. local population study, 1996) Low, though improving, levels of For children, the Service needs to continue educational attainments by young to support the School Library Service and people and adults; a low and ensure it is responsive to schools’ needs. decreasing level of participation in The public Library Service needs to build on education by 16 and 17 year olds existing projects (e.g. reading groups for (DfES figures); and below average children) to support educational full-time participation in higher developments. education (HESA statistics). The Service needs to create strong links with the Connexions service to ensure it acts as a gateway to advice and information to young people and encourages lifelong learning. The Service needs to build on its many initiatives to engage the adult population in learning with the Lifelong Learning Service, and consider how future developments within CMK will impact on the learning facilities it can offer. Basic skills needs at about the The Service needs to ensure there are national level as estimated by the materials available for people who do not Basic Skills Agency, with 24% having find the written word accessible, and to low numeracy levels and 14.7% include materials and facilities that will help having low literacy levels (compared people improve their skills (including hosting with 21% and 15% respectively). basic skills classes). ANNEX TO ITEM 25 ANNEX TO ITEM 25 ANNEX TO ITEM 25
Milton Keynes Library Service
Location Map
Olney
M 1 M Stoke o to W rw Goldington e a s y t C o a s t M a Sherington in Hanslope L in e R a i lw a North y Newport Crawley Pagnell
junction 14 Stony Wolverton Stratford
Central Milton Kingston Keynes
Woburn Sands Westcroft Bletchley
Bow Brickhill ANNEX TO ITEM 25
2 Statement of objectives
2.1 Corporate and Library Service objectives and plans
The Annual Library Plan is set in the broader context of the Council’s aims, which are:
To promote the sustainable social, economic and environmental well-being of the people of Milton Keynes through the objectives and priorities below.
The following table summarises the Council’s objectives and current priorities.
Objectives Priorities for 2002/03 Develop a community for all S Promoting social inclusion and equality
Enable personal development and S Improving standards in schools enrichment S Improving support for children and young people with special educational needs
Develop a high quality place to S Addressing housing need effectively live S Reducing levels of crime and disorder S Developing Central Milton Keynes
Promote sustainable growth and S Improving waste collection development S Improving public transport
Encourage a caring and inclusive S Independence and choice for older society people
Providing Best Value services S Improving the performance of the Council’s business and support system S Introducing electronic government
Milton Keynes Council recognises that libraries:
S Are for everyone in the community that they live in, work in or visit
S Provide information, culture and entertainment as well as learning services
S Offer free or low cost opportunities that have a community focus
S Provide an important gateway to other services ANNEX TO ITEM 25
The Council’s mission for libraries is to ensure that there are accessible, high quality, community-based, library services for the whole population of Milton Keynes.
This inclusive provision is delivered by the Council’s Learning and Skills Division, in which libraries and lifelong learning services work together, recognising the value of working in partnership with each other and the wider community.
The mission supports other Council objectives and plans as follows:
Plan Current status and details Links to Annual Library Plan Community Strategy Objectives and agreed priorities The Library Service has a (Corporate objectives) for 2002/03 are listed above contribution to make to all objectives in some way, but particularly important contributions in relation to the first two. The links are highlighted in the Learning and Skills Service Plan 2002/03 (see below). Best Value Performance The Plan for 2002/03 is agreed The Library Plan describes how the Plan and available at all libraries Library Service contributes to the Council’s overall objectives. Learning and Skills 2002/03 Service Plan has been The Library Service is part of the Service Plan agreed and is being Learning and Skills Service. There implemented. This is the is a Library Service Team Plan that Council’s internal system for gives further details about the Library ensuring links between each Service on its own. service and the corporate objectives (as detailed in the Best Value Performance Plan) Education Development The Plan for 2002/03 is agreed The Library Service provides a Plan and has been disseminated. School Library Service for first, This is the Council’s plan to middle and special schools. For the promote and support improved first time funding has been delegated standards of pupil performance to schools for 2002/03 and over 90% and includes seven priority areas of schools have bought in to the for action. service. In addition, there are facilities for children, including homework resources, in the branches. These resources underpin many of the priorities in the Plan, and also Priority 4. “Develop effective study support and extended curricular provision beyond the school day for underachieving groups”. Adult Learning Plan Council’s 2002/03 plan required Close links, through joint service by Learning and Skills Council plan and joint management team. was agreed March 2002. Both plans highlight opportunities for increased shared activities. Council’s Cultural Consultation stage underway. Close links – Library Service will be Strategy Expected to agree Strategy by an integral part of the Strategy. end of year. Council Asset A draft plan is currently out for An Accommodation Plan for the Management Plan consultation and includes library Learning and Skills Service is in assets. preparation. Plans for e-government The Council has an Information The launch of the People’s Network Strategy in place. in all libraries in 2002 will provide MK The Council is confident of Council with opportunities to roll out ANNEX TO ITEM 25
meeting and exceeding national its e-government strategy to the local performance targets in relation community. to e-government this year. Plan Current status and details Links to Annual Library Plan Plans for regeneration The links between different Links with the Living Archive Council and community activities Community Heritage Project which is supporting regeneration activity based at Bletchley Library and is are outlined in the Council’s Best funded by SRB. The Library Service Value Performance Plan. The is also in discussions with Wolverton Local Strategic Partnership now and Greenleys Town Council about underway in Milton Keynes, has future use of Wolverton Library. identified regeneration as one of Plans for the mobile library will its priorities. include links to regeneration areas. Plans to improve the There is now a Joint Health and The main links with the library health of the population Social Care Board which service is through the children’s indicates the growing links library and services to older people, between the two key providing including those unable to visit a authorities in Milton Keynes. library. See Section 3 This is designed to support children, families and older people in Milton Keynes. The Health Improvement Plan, along with Joint Improvement Plans for adults, people with learning disabilities and employment for disabled people identify priorities for improvement. The local strategic partnership includes health as a priority for future action. Joint Economic The 2002/07 Plan, prepared by The Business Library supports Development Strategy the Milton Keynes Economic businesses in a variety of ways. Development Partnership, has From Autumn 2002, the learndirect been agreed by partners centre in the Business library will also enable employers and self- employed entrepreneurs to have access to on-line learning.
The Council’s Best Value Performance Plan contains a map of all key plans and partnerships and their relationships.
Co-operation with other bodies on access to library services
The Council’s policy is to work in partnership to achieve best value for the community. The Council has a strong record of working in partnership. There are a number of formal partnerships such as the Lifelong Learning Partnership, and the Economic Partnership, which are supported by the Learning and Skills team. The Local Strategic Partnership has now been set up and will form a link between these and community priorities.
The Council is currently working with Northamptonshire County Council to decide whether to form a Public Private Partnership to deliver some services. The outcomes should be known by late autumn 2002.
The Library Service works closely with many others who are referred to in this Plan. The external partners include: ANNEX TO ITEM 25
S WRVS (volunteers for those who are housebound)
S Early Years Development and Childcare Partnership (Bookstart)
S Surestart project (library developments in the north of Milton Keynes)
S Buckinghamshire Association for the Blind (services for visually impaired users)
S Bangladeshi Community House Association (services for Bangladeshi users in Bletchley)
S Buckinghamshire County Council (Joint Arrangements on the use of book stock resources, set up with in 1997 and renewed in 2000. This includes a common catalogue, which allows libraries and customers access to the branch and reserve stock of older material in a larger authority and assists in the efficient and speedy supply of readers’ requests, a shared circulation system and interavailability of borrower cards)
S Milton Keynes Learning City Libraries Network (includes public, university, college and health libraries and provides access to a wide range of services and subject coverage for everyone in Milton Keynes)
There is a developing regional agenda for library services and the council expects to work increasingly with the SEMLAC over the next few years.
3 Service delivery policies and resources
3.1 Access
The Library Service constantly looks to improve facilities to provide equal access to buildings, services and information for the community in line with the recommendations in ‘Libraries for All’, ‘Libraries, Museums, Galleries and Archives for All’ and ‘Building better Library Services’.
Location of libraries
The Library Service is delivered through eight branch libraries and a mobile library. The map at the end of Chapter 1 provides an overview.
The Council is aware in 2000/01 that only 40.6% of households lived within one mile of a library, compared with the National Library Standard of 88%, and is committed to improving that situation. 92% of households lived within 2 miles. The Council recognises that its performance against this standard has and will continue to decrease as the population rises in the East and West flanks of the former new town until new provision is made. The growth of population means that the most urgent need for a static library is on the East Flank. A site is earmarked, but the Council is ANNEX TO ITEM 25 not currently funded to develop the site, though discussions are underway about how to address this matter.
Discussions are underway with the Schools Planning team, the District Shopping Centre landlords and the Open University, which is situated on the East Flank, about the possibility of providing a public library facility. The Open University already has arrangements for public library customers to consult OU library resources.
The mobile library service is designed to serve the needs of communities unable to access the branches. A review is underway to map and re-assess the stops and timings to enhance access. Section 3.2 contains further details.
A map showing the population within one and two miles of existing libraries is on the following page. ANNEX TO ITEM 25
A428 8056 A509 Lavendon
Olney OLNEY 6302
Stoke
M Goldington W 14246 e M s o t t C o rw 2111 o a a y s t A422 M Astwood a Sherington in L Hanslope in 25667 e
R a i lw a NEWPORT PAGNELL y Castlethorpe Newport Pagnell North 44230 Crawley 12361 18838 Stony STONYStratford WOLVERTON STRATFORD 78855 junction 14 13875 7280 CMK
Central 7584 Milton Keynes23113 10745 42570
WOBURNWoburn SANDS 51477 WESTCROFT Sands 2661 BLETCHLEY 7339 Bow Bletchley Brickhill 15575 A421
Little A5 Brickhill ANNEX TO ITEM 25
Opening times including access outside office hours
The Service’s policy is to ensure that the opening hours of each library respond to community need. Recent changes to hours, based on footfall counts and community consultation, reflect that policy. Branch libraries are now open as follows:
Branch Library Days open Hours open Footfall in No. of opening per week per week 2001/02 hours outside 9 – 5, Mon - Fri MK Central 6 57 652,652 17
Bletchley 6 47 239,980 11
Newport Pagnell 5 43 79,664 11
Stony Stratford 5 42 76,180 10
Wolverton 5 35 65,104 8.5
Westcroft 6 29 51,792 14 (including 4 hours on Sunday) Olney 4 20 42,432 8
Woburn Sands 4 26 27,872 8
Mobile 5 20 13,364 0
Both libraries with visitor counts over 200,000 per year now open for over 45 hours per week, and overall opening hours have increased from 312 to 319 per week since April 2002.
A further review is underway and the hours of the static and mobile service may be amended as a result.
For customer convenience, loans can be returned to any library, not just the point of issue. Catalogue access is available 24 hours per day via the website.
The policy in relation to Bank Holidays is that static libraries are closed on the afternoon of Christmas Eve and on national Bank Holidays, but are open between Christmas and New Year, and on Easter Saturday. The mobile library does not operate between Christmas and New Year. ANNEX TO ITEM 25
General access issues
The Service provides access to: S adult and children’s books and audio-visual materials for loan, and reference, business, local studies and family history, and community information
S IT equipment allows access to Internet, CD-ROM, word processing and email facilities to support information, homework, and communication needs
S specialist departments and staff at the Central Library (main reference service including community information, local studies and family history, and business information; children’s library, and large audio-visual collection)
S regular storytimes and activities for children, and reading development activities for children and adults through author visits and book promotions
S readers unable to visit a branch (“housebound readers”) are served via WRVS volunteers. Sheltered accommodation is served via the mobile library and the provision of collections
S a School Library Service, based at Bletchley Library, for primary and special schools
S a library service for those at HMP Woodhill
Milton Keynes Council does not require borrowers to live, work or study within the authority’s boundaries. Milton Keynes Shopping Centre, and the cultural facilities such as the Theatre, Gallery and cinemas, are a regional draw, and many visitors use the resources of the Central Library as part of a more general trip to Milton Keynes.
A parent, guardian or guarantor’s signature is currently required for under 18s to register as borrowers. This age limit will shortly be changed to under 16s to encourage borrowing by young people and to recognise changing family circumstances and social inclusion issues.
3.2 Buildings and mobile libraries
The library buildings are incorporated in the Council’s Asset Management Plan. An accommodation plan for the Learning and Skills Service, including libraries and lifelong learning, is being drafted (see section 3.1 above) and will provide a clear policy and development plan for how the existing buildings can be used to maximum effect and future needs assessed. This will also provide a policy framework for the developing links between libraries and lifelong learning and ensure solid progress towards meeting the Public Library Standards.
Overall, the eight branches are in a reasonable state of repair. However, the following projects are in the 2002/03 capital programme as priorities identified in a comprehensive building condition survey carried out in 2000. ANNEX TO ITEM 25
Library Works Budget Woburn Sands Boiler Replacement 15,000 MK Central Lighting Replacement 90,000 MK Central Roofing Replacement 130,500 MK Central External Redecoration 34,000 Bletchley Under Floor Heating Replacement 76,800 Bletchley Walls, windows, doors 57,200 Bletchley External Redecoration 15,700
These major improvements, along with routine maintenance for which the branch libraries hold a budget, should help to ensure that libraries are increasingly bright and welcoming.
Libraries are planning to put up ‘Welcome’ signs in appropriate community languages to emphasise the Council’s commitment to welcoming the public.
Two branches, Westcroft and Woburn Sands, are leased. The lease for Westcroft expires in 2003 and new premises or a new lease will need to be established. As Westcroft is successful and benefits from its location in a busy shopping centre, Milton Keynes Council is anxious to acquire larger premises in a prime site in the same location. The Council’s plans are currently unfunded, though ways of addressing the issue are under discussion. Talks are being held with existing landowners and with the Learning and Skills Council about possible ways forward.
The mobile library service
The mobile library is in good condition and has a lift for ease of access for customers with physical disabilities.
The Library Service has responded positively to requests for mobile stops, with the result that the service visits 115 locations (a mixture of residential areas, neighbourhood local centres, schools, outlying villages, old people’s homes and sheltered accommodation) but none is for very long. This means the mobile library spends a lot of time on the road rather than serving customers. The service is being reviewed in order to rationalise the timetable, serve the areas of greatest need, and enable proper use of IT facilities on the mobile, as well as offering storytimes and reader development activities.
2002 DCMS planning profile figures show that compared with “nearest neighbours” Milton Keynes has a very high ratio of population per mobile library (209,800 compared with a median of 107,450). It is also high compared with other unitary authorities. Options for resourcing a second mobile library are being considered, though there is no funding for this currently.
A map showing current stops and existing static libraries is attached for reference. ANNEX TO ITEM 25
Milton Keynes Library Service
Mobile Library Stops
Olney
M 1 M Stoke o to W rw Goldington e a s y t C o a s t M a in Hanslope Sherington L in e R a i lw a North y Newport Crawley Pagnell
junction 14 Stony Wolverton Stratford
Central Milton Kingston Keynes
Woburn Sands Westcroft Bletchley
Bow Brickhill KEY Static Libraries Mobile Stops ANNEX TO ITEM 25
3.3 Services for adults, young people and children
Milton Keynes Council’s mission for libraries is to ensure that there are accessible, high quality, community-based library services for the whole population of Milton Keynes. This means unbiased access for all, regardless of social or cultural background, by delivering a wide range of services through the network. This is delivered through the services described below.
Stock selection, deployment and withdrawal
Stock is selected as a resource for all libraries in the authority in order to maximise use and to ensure that the Service purchase a broad-based stock relevant to the needs of all members of the community.
Milton Keynes Council’s stock selection policy is to:
S select material according to potential demand, usage, range, format, content and price;
S provide access to new stock as soon as possible; and
S ensure the catalogue accurately reflects orders, new acquisitions and current stock.
The Library Service’s stock deployment and withdrawal policy is to ensure maximum access to up to date resources. Stock is circulated between branches by a combination of library staff carrying out stock work manually and automatic circulation using ‘routing’ software installed on the library computer system. This ensures that resources are deployed effectively and efficiently, and is a high priority.
Stock is regularly weeded and is withdrawn if it is out of date, in poor condition or no longer in demand. The library computer system shows an alert if the last or only copy of an item is about to be withdrawn; this ensures that an appropriate decision is made about retaining the item for possible future need.
Milton Keynes Council is conscious of the need to address Public Library Standards relating to stock in all stock-related decisions.
CIPFA statistics (00/01) show that the service has a relatively high proportion of stock on loan at any one time showing a good use of stock, and implying a good match to the population. The Service has the 4th highest books on loan rate among unitary authorities.
Stock conservation and digitisation
Material that requires specialist archiving is retained at Buckinghamshire County Record Office at Aylesbury as part of a Joint Arrangement. ANNEX TO ITEM 25
Milton Keynes Library Service recognises that digitisation is an important aspect of ensuring the long-term conservation of historical material and is a valuable way of making fragile material accessible to a wider audience.
To this end the Library Service is currently taking part in an ongoing project to digitise a unique collection of Buckinghamshire county maps called the ‘Coleman Collection’ that the Library Service owns. This work is being funded by a successful bid to the Lottery Fund called ‘The Gateway Project’ made by Milton Keynes Heritage Association of which the Library Service is a member.
To build on this work the Library Service in March this year made an unsuccessful bid to ‘The People’s Network Excellence Fund’ to develop a simple programme with a software company to view digitised images stored on DVD and CD ROM. Further opportunities to carry out this project will be sought.
The Service was successful in obtaining a grant from Bletchley SRB Community Chest for the microfilming of a local newspaper, the Bletchley Gazette. It will now be possible for the fragile originals to be properly conserved, whilst the microfilm version is available for local people to access.
Reader and audience development, including encouraging children to read
Milton Keynes Council policy is to provide activities that enhance reading, viewing, listening and ICT opportunities for the people of Milton Keynes, to encourage the use of library resources and to develop literacy skills.
Audience development underpins:
S stock selection – the Service buys a wide range of titles with a broad-based appeal, including materials in languages that reflect local community languages, materials for non-readers etc.
S stock management – stock is circulated to give users maximum choice
S stock promotion – the service publicises stock to make customers aware of what is available.
The stock purchased and promoted is intended to be socially inclusive and to encourage all local people to feel that the Library Service has resources relevant to them. For example, Library staff recently worked in association with the Lesbian and Gay Link to produce a booklist entitled ‘Out & Proud on the fiction shelves – a selection of authors and books of Lesbian and Gay interest in Milton Keynes Libraries’.
Young people
Library staff are working with colleagues in Italy, Norway and Sweden on the Young- Lit Project, a European funded project aimed at exploring the reading habits of teenagers (14-18). The project was set up to try to answer the question of why ANNEX TO ITEM 25 teenagers tend not to read the material that is written specifically for their age group. Its main outcome is to create a web-based magazine to which teenagers can contribute reviews of literature written for their age group. The reviews will initially be of books on a selected list, but it is hoped that the magazine will be an organic entity that eventually expands to involve teenagers worldwide. Another aim is that, when the magazine is launched, authors and publishers will use it as a tool to analyse what young people enjoy reading and why.
The Library Service needs to attract and retain more teenage users and must compete better with other venues that seem more attractive to them. The right book and audiovisual stock is already available, but promotion and presentation must be improved, so that this age group thinks libraries are vibrant and exciting.
At the Central Library, the teenage stock is on spinners and display stands in the Adult Lending department by the door through to the Children’s Library. It is to be relocated to a more high profile area, still close to the Children’s Library but nearer to the Adult Lending Enquiry Desk so that staff are on hand to offer guidance and encourage young readers in the transition between departments. Imaginative presentation, with posters, better shelving and display units will be identified.
Staff are also negotiating with Prime Space, a company which pays for free magazine subscriptions in return for commercial advertising space in libraries, about placing magazine units with teenage titles in the teenage stock areas at the Central Library and at Bletchley. Closer links with Connexions, a regional service providing support, learning and training for 13-19 year olds, are also planned.
Encouraging children to read
The Service’s policy is to develop in children a love of books and reading. This is encouraged in a variety of ways from birth onwards. The Library Service works in partnership with parents, carers and other agencies as well as directly with children. Examples of activities are
S Bookstart – Milton Keynes Library Service co-ordinates this scheme in partnership with the Health Visiting Service and its sponsor Milton Keynes Early Years Development and Childcare Partnership (EYDCP). Planned developments for 2002/03 include - Investigating funding for a Bookstart worker - A Bookstart Plus scheme to operate in the Surestart area - Outreach work in hard-to-reach areas/areas of deprivation using the mobile library - Placing collections of children’s books in health and medical centres for use by families S Baby Storytimes – This was set up at the Central Library to provide a focus for parents and carers wanting to share books with babies and develop a love of stories, rhymes and songs. Annually, there are 6,000 visits by babies and carers to these weekly sessions. Baby storytimes have now been established at Bletchley Library and are increasingly well attended. ANNEX TO ITEM 25
S Storytimes for the under 5s – These are held in all 8 libraries weekly, and there is a Saturday storytime at the Central Library. Due to good pre-school provision in Milton Keynes, the age of those attending is now mainly 2 – 3 year olds, considerably younger than in previous years. Planned developments for the year include - A seminar for all staff involved in storytelling to encourage confidence in storytelling and rhyme sessions for 0 – 2s - Compilation of circulating storyboxes that will support staff in using appropriate books and props in their storytimes - A Saturday storytime at the Central Library aimed at fathers and their children S Stock promotion and displays – There are regular displays of books in all libraries. Bookmarks and lists are produced to promote stock, and children’s book reviews are displayed in all libraries. Planned developments include children’s reading groups at the Central Library and one of the branch libraries.
S Outreach work and events programmes such as - An extensive range of activities is held in school holidays. These are normally storytimes with a simple craft activity. Authors such as Jacqueline Wilson, Terry Deary and Nick Arnold have participated in special sessions. - The Summer Reading Challenge is a reading game held every summer encouraging all children from birth onwards to share or read books during the summer holidays. Children are rewarded with stickers, folders, certificates and medals - All schools, playgroups and community groups are invited to visit their local libraries for talks or storytimes. If they cannot come into the library, a member of staff will visit them to promote libraries and book sharing. All groups are encouraged to have and use a group ticket for borrowing items from the library service. A loan collection of ‘big books’ for sharing is to be set up - Talks to parents to encourage book sharing and library use - Storytelling programme for special needs groups in the community. These groups include adults with special needs who enjoy storytelling through picture books and will with encouragement become confident enough to use Library facilities independently S Book talks – Children’s Library staff are involved in preventative work in Milton Keynes. They link up with other services to promote book sharing with ante- natal groups, post-natal groups and young offenders at HMP Woodhill. Planned developments include: - Incorporating the family reading course at HMP Woodhill into the mainstream of courses run at the Prison - Linking up with health visitors and social services to work with teenage mothers - Book talks and story sharing with foster carers and their children - Working with families in the Surestart area ANNEX TO ITEM 25
Library services related to local history
The Library Service policy for the Local Studies and Family History Service is to provide and promote a wide range of materials on all aspects of Milton Keynes, and to a lesser extent Buckinghamshire, for the community of Milton Keynes. The core collection is based in a separate department at Milton Keynes Central Library with smaller collections at the seven branch libraries.
Family history material covers the whole of the UK and attracts customers locally, nationally and via email from the rest of the world.
Partnerships have been established through active involvement with the Milton Keynes Heritage Association which acts as an umbrella group for thirty local heritage organisations. A full programme of events was organised for Local History Week in May 2002. This included walks, talks and exhibitions throughout the library service.
In a joint venture with the Library Service Adult Continuing Education is using the Local History and Family Studies facilities and resources to run Family History and Local History classes outside library hours. This was a new development in 2002 and will continue in the new 2002/03 academic year, building on courses that were successful. Student feedback has been very positive about the range of material available.
Outreach work and events programmes
Events programmes and outreach work play an important part in targeting non- users, and libraries continue to organise activities with this aim.
Events for adults include talks, displays and exhibitions by local groups and organisations. Programmes may be themed to a particular event or to target a specific audience. In July 2002, two talks by an actress who reads books onto tape for one of the audio book publishers were held for blind and partially-sighted people. In May 2002 the Central Milton Keynes Library worked with the Adult Education Service’s LIME (Learning Initiatives for Minority Ethnic groups) project to offer a successful day long celebration of cultural diversity with exhibitions and demonstrations.
Library staff are currently discussing ways of running homework clubs and reading groups to support the Council’s Education Development Plan through the libraries. It is planned to introduce a pilot this year.
Lifelong Learning: Study and homework facilities
Study places are available in all the branches. In addition to traditional study tables and chairs, all libraries have ICT workspaces. When the NOF People’s Network installation is completed in Autumn 2002, the number of ICT workspaces will be doubled in every branch and layout will be improved. ANNEX TO ITEM 25
At the Central Library and larger branches there are separate homework study tables in Children’s sections and, in the Central Library, there are also study facilities in the Reference Library, Business Department and Local Studies and Family History Department.
The ICT workspaces at Bletchley Library have been used to run a series of Internet taster sessions for retired people through the Council’s Adult Continuing Education Service. The newly-formed partnership with the Lifelong Learning Service will lead to extensive use of library facilities for courses and flexible learning delivered both within and outside library opening hours. The Business Library in Central Milton Keynes will become a learndirect Access Point in June 2002.
Reservation services
The Council’s policy is to provide access to the widest possible range of stock at an affordable price. Charges are reviewed annually and, in the interests of social inclusion, the same charge is applied for reservations whether they are stocked locally or obtained via inter-library loan. There is no charge for reserving children’s books.
All lending stock is reservable, and through the Joint Arrangements with Buckinghamshire, books from both authorities can be accessed through the joint catalogue and obtained for requests. The Library Service also obtains stock for requests through purchases or inter-library loan.
Support for research through special collections
The Library Service provides support for research through the Local Studies and Family History facilities detailed above.
Business services
The Council’s policy is to support local enterprise through its services. The Central Library has a separate business department that provides a comprehensive range of material and resources to meet the needs of the commercial community. It acts as a referral agency to other local resources.
Materials held at the Central Library include a current collection of key business resources in both print and electronic formats. Branch libraries have a limited range of materials but refer queries to Central Milton Keynes.
Plans are in progress to increase the amount of information available electronically with the installation later this year of greater numbers of public PCs funded with NOF money, at all libraries. These PCs will offer free access to IT facilities.
The Library Service’s new web site www.mkweb.co.uk/library_services/home.asp will be used to promote these resources and Milton Keynes Council is investigating whether, with the use of PIN numbers, customers may be able to access this increased electronic material remotely. ANNEX TO ITEM 25
The service believes that the learndirect provision in the business library will act as an additional resource to local businesses, particularly small enterprises.
Community Information
All libraries have a collection of Community Information. This offers a wide range of material on subjects such as benefits and welfare information, groups and societies, bus timetables, voluntary groups organisations and self-help groups. The information also provides “What’s on” literature about cultural and entertainment facilities and events in Milton Keynes and the surrounding areas. All libraries hold Council documents and committee papers for reference use.
COIN (Community Online Information Network)
COIN is the Council’s public, local and community information database for Council services, health services, voluntary organisations and clubs and societies. It is available via the Internet and is free to access in all libraries. The database was redesigned and upgraded in 2000, and since then, it has averaged over 8,000 hits per month with interest growing all the time. The Council’s Intranet is likely to go live on the Internet in November 2002; this may duplicate some of the information on COIN, in which case the scope of COIN will be re-assessed.
Co-operation and Inter-lending
The Council’s policy is to work in partnership to gain the best services for the community. Joint Arrangements with Buckinghamshire County Council enable library users to access a shared catalogue and to borrow stock from either authority using a Buckinghamshire or Milton Keynes borrower ticket. Milton Keynes Library Service is able to access reserve stocks of material from a larger authority, and daily van deliveries between the two authorities assist in the efficient supply of customers’ requests.
Books not held in either authority, and which are out of print or too specialist to consider for purchase, are reserved through inter-library loan via Libpac Computer Services (www.V3web.com). The extra cost of obtaining these loans is not passed on to users in the interests of social inclusion.
The Service is a partner in MK Learning City Libraries Network (www.mklclibraries.org). This new joint venture, which was set up in 2001 with Cranfield University, De Montfort University, Milton Keynes College, Milton Keynes Hospital, the Open University and the University of Buckingham allows users access to the resources of all the participating libraries and has been set up to encourage use of all the major libraries in the area.
The service also makes use of training opportunities and networking links provided by membership of BBi (Bucks and Beds Information) of which the learning and skills manager is vice-chair. ANNEX TO ITEM 25
Services to schools
The Library Service manages the School Library Service for Primary and Special Schools on behalf of the Council’s Department of School Effectiveness and Early Years Services.
Funding for the School Library Service is delegated to primary and special schools, with 86 (out of 94) schools buying into the service in 2002/03. Funding for nursery schools is still held centrally. Secondary schools, to which funding is also delegated, are able to purchase school library services from Buckinghamshire County Council.
The School Library Service policy is to support school effectiveness by providing resources, professional advice and literacy support to all subscribing schools. It does this by:
S making available a wide range of up-to-date, high quality and relevant books and other resources to support the curriculum
S providing support from its librarians to promote reading, literacy and information skills
S offering information and advice on children’s literature and school libraries
S assisting in the professional development of teachers.
The Service Level Agreement between the School Library Service and schools provides the following:
S long-term loan collections of 2.5 resources per pupil (minimum 250) to supplement the school’s own library stock, with an annual visit from the mobile library to exchange and refresh stock
S the loan of individually tailored project collections for short-term periods to support the curriculum
S advisory support on library management (including automation) and on children’s literature, through visits to schools as well as a telephone helpline
S an exhibition collection of recommended children’s books, together with a new book purchase scheme with a competitive discount
S booklists, newsletters and other leaflets
S INSET, as well as a regular reading group for teachers
S other services such as loans of workshop collections of recommended reads, Greenaway shadowing, storytimes and assistance with book events ANNEX TO ITEM 25
Good links are maintained with schools, and performance is monitored by means of both a questionnaire and feedback forms.
A working group, with school involvement, has been set up in 2002 both to ensure the service is meeting schools’ needs and to identify developments that could help them.
In addition to the School Library Service, links have been made with the Department of Schools Effectiveness and Early Years Services to discuss other ways in which the Library Service can support schools, for example through homework clubs (see above).
Specialist staff for services to children and young people
The School Library Service is staffed by two professional librarians, supported by two library assistants and a part-time driver/assistant. Milton Keynes Central Library has 1.5 professional children’s librarians and 2 part-time library assistants.
3.4 Services for special groups
The Library Service supports the needs of all individuals and communities in the borough, and is constantly looking at ways to improve services to specific groups. An improved borrower registration form, which will include a section asking for information about disabilities, ethnicity, and the need for materials in languages other than English, is being produced. The library computer system (BiblioMondo) is also being upgraded this year to enable detailed statistical information to be readily retrievable. These developments will allow the Service to analyse the additional information provided at registration and so target services more accurately to local people.
Groups the Council has identified as requiring specific services include minority ethnic communities including those whose first language is not English, people unable to visit libraries, those with disabilities and/or learning difficulties, asylum seekers and prisoners. Section 1.1 above provides available information about the numbers involved within these groups.
Minority ethnic communities including those whose first language is not English
Chapter 1 provides details of the incidence and pattern of minority ethnic communities in the borough. The Pakistani and Bangladeshi communities are the most geographically concentrated.
There is a significant number of Bangladeshi residents in Bletchley. Bletchley Library – Bangladeshi Link Project was set up, with the aid of a Wolfson grant, to improve and increase access. The project has been successful, with the Bengali stock well borrowed and other library facilities well used by the community. ANNEX TO ITEM 25
There are also significant numbers of Pakistani families in Wolverton. The Library Service will shortly be piloting LIME (Learning Initiative for Minority Ethnic groups) sessions at Bletchley and Wolverton Libraries.
Books, newspapers, magazines and audio-visual items in a range of Asian and European languages are available in all libraries.
Libraries have good links with the Community Language Service and, in association with this service, new signs saying “Welcome” in each of the main languages spoken in the community are being designed. This will emphasise the Service’s commitment to equality of opportunity. There will also be posters in community languages emphasising the availability of materials in other languages.
Library staff have started discussions with LIME on setting up pilot groups at the 3 libraries (Milton Keynes Central, Bletchley and Wolverton) most used by people from minority ethnic communities. These groups will provide guidance for staff on appropriate stock, and will also be a forum for reader development, with members discussing and recommending books and audiovisual stock which they have enjoyed.
In October each year, the Central Library has a display to mark Black History Month. In 2001, a display about Black British footballers attracted young people, some of whom came especially to see the display and were not traditional library users. The theme of the 2002 display is yet to be decided, but a booklist will be produced to accompany it. Also in October 2002, the Central Library is borrowing a collection of Bollywood posters from the British Film Institute; these will be used with a display of Indic language videos to promote this stock to the minority ethnic communities and to the wider audience.
People who are unable to visit libraries
A home delivery service is offered from all branch libraries in partnership with WRVS volunteers; 160 people currently receive this service. Housebound customers do not pay fines, reservation fees or hire charges for audio items.
The mobile library, which is equipped with a lift enabling access by physically disabled people, takes the Service to many sheltered housing complexes in the borough. Stock is available on the vehicle and collections of books are left at sheltered housing and day centres, where required. The mobile library Service is currently under review to assess whether a more focused service would be more effective.
People with disabilities
The Library Service recognises that disabled people may require adjustments to service provision to enable them to access facilities. The service manager convenes a Council-wide group to co-ordinate the Council response to people with disabilities, and to ensure the service conforms to the requirements of the Disability Discrimination Act in a positive way. ANNEX TO ITEM 25
The Service is addressing physical and service delivery needs pro-actively. The Service commissioned an Access Survey in 2000, which provided information about the accessibility of library buildings to disabled people. Improving physical access is a priority for the Service, and, in 2001, several improvements were achieved from the revenue budget. These included the installation of an inner set of automatic doors at the Central Library and improved lighting at one branch library. As part of the management of its buildings the Council will continue to fund further improvements and seek additional funding in order to ensure libraries are accessible to disabled people. The Learning and Skills Service Accommodation Strategy will address access issues as part of its remit.
The Library Service continues to liaise with organisations working on behalf of disabled people. For example, when Zoomtext was installed on a PC at the Central Library, a representative from Bucks Association for the Blind advised on the best site for the PC and the size of type to be used for notices promoting the service. The same organisation has also supplied a volunteer tutor who is now doing one-to-one training sessions with partially sighted people in the library.
In July 2002, the Service hosted two events aimed at encouraging blind and partially- sighted people to use libraries. Milton Keynes Council continues to work at promoting services to people with any disabilities in its libraries. The ICT Department is working with the Library Service to ensure the People’s Network is accessible.
The provision of reading material for adults with learning disabilities has recently been improved by the purchase of updated and expanded collections of specifically designed Basic Skills materials.
Asylum seekers
Although there are no specific services for asylum seekers, Milton Keynes Council is conscious that numbers are growing and that it needs to address the issue. The Service tries to deal with all users sympathetically and ensure that they can access library facilities and is considering a review of borrower registration procedures, as part of its strategy to widen access.
Libraries’ close links with the Community Language Service mean that the Service can use its interpreters and translators. Books in languages not stocked locally can be obtained through inter-library loan.
Prisoners
Milton Keynes Council supports HMP Woodhill by providing a library service through an agency agreement. A full-time librarian and 2 part-time library assistants provide a high profile, well regarded library service to inmates. ANNEX TO ITEM 25
Priorities for 2002/03
S To continue to build on the success of the Family Reading Project (piloted as the Family Literacy Project) after receiving funding from the National Literacy Trust
S To continue to keep stock loss to a minimum
S To work to the Service Level Agreement adopted in February 2002, ensuring that mandatory requirements and guidelines are adhered to as detailed in Prison Service Order 6710 Prison Libraries
S To successfully relocate the library within the prison
S To build upon current reader development work already undertaken
S To undertake a library survey with prisoners who both use and do not use the library in order to review how the service is and is not meeting prisoners needs
The Prisoners’ Learning and Skills Unit visited the Education Department and Library in December 2001. The Family Reading Project was highlighted as an example of good practice.
During February 2002 HMP Woodhill was inspected by HM Chief Inspector of Prisons. Although the inspection report has yet to be published the Education Department including the library received very good feedback from the inspectors who visited.
3.5 Wider community use
Milton Keynes Council policy is to ensure libraries are as accessible as possible to the whole community. Milton Keynes Council encourages use of library facilities by local organisations and community groups.
Libraries have always been used for displays by local artists, schools, community groups and library staff, but now more space is being made available for other services and projects to enhance the position of libraries as central to community activities and a gateway to other services.
The Central Library rents rooms to ACE (Adult Continuing Education) and YETI (Youth Enterprise Training Initiative) and Bletchley Library houses the Living Archive Community Project. Town Council Clerks have part-time offices at Stony Stratford and Wolverton branches, whilst Newport Pagnell Library has a meeting room used by local groups and by the Registrar of Births, Marriages and Deaths. Other groups could be supported through use of these rooms in the future.
The formation of the new Council’s Learning and Skills Division from September 2001 has strengthened links between libraries and lifelong learning. Planning is ANNEX TO ITEM 25 underway to promote wider use of library premises for adult learning. At two branch libraries there will be sessions run by LIME (Learning Initiative for Multi-Ethnic groups), and provision of other ACE courses will be extended to other branch libraries. A learndirect Access Point is being piloted at the Central Library. The Learning and Skills Officer (Strategy), whose role includes the promotion of lifelong learning, will soon be based at Newport Pagnell Library.
All Milton Keynes libraries provide information about council and government services. In addition to traditional reference materials, all libraries now have free public access PCs connected to MK Web (www.mkweb.co.uk), a community information Internet site, which includes details of council services, local community groups, events and new developments. MKWeb also includes COIN, the Library Service’s dedicated database of community resources. There are also connections to other popular Internet sites available free of charge at these PCs; sites include those for Ofsted reports, daily newspapers and maps and those which provide information about central government and the EU.
The Library Service works closely with a number of voluntary groups and will work closely with INCCA (Information Centre for Community Action) which is a joint project of MKCVO, Volunteers Connections and the Community Foundation, due to open later in 2002.
3.6 Staff
The Public Library Service has an establishment of 74.98 fte staff (113 heads); the School Library Service has 4.59 fte (5 heads). Staff are paid on MK grades, which equate to the national salary scales. Staff grades, titles and locations are shown in the chart which follows.
Although staff are based in particular locations, and have responsibilities and timetable commitments to those locations, senior staff also have Service-wide responsibilities.
During 2001/2, several factors (the formation of the Learning and Skills Division; the need for budget savings; and the re-evaluation of the staffing needs at Wolverton Library), led to the deletion of the posts of Chief Librarian, an Assistant Librarian and 1.19 FTE Library Assistants. Instead of the Chief Librarian’s post, there is a Learning and Skills Manager, who is responsible for the Libraries and Lifelong Learning services. Since September 2001, the two Learning and Skills Librarians, as the senior professional staff, have been adjusting to the changed strategic and operational aspects of their roles within the Service and the new Division. At the same time, a Senior Librarian has been on long-term sick leave and ‘acting-up’ arrangements have been put in place with the support of a flexible attitude on the part of all staff. ANNEX TO ITEM 25 Grade Titles MK Bletchley Newport Olney Stony Westcroft Woburn Wolverton School Central Pagnell Stratford Sands Library Service 13 Learning and Skills Manager *** 0.5 10 Learning and Skills Librarian (Central) 1 Learning and Skills Librarian (Branches) 1 8 Reference and Information Librarian 1 Schools Librarian 1 Senior Librarian (Community Library Services) 1 Senior Librarian (Lending and Special Services) 1 Senior Librarian (Operations/Admin) 1 7 Assistant Senior Librarian (Community Library Services) 1 Children’s Librarian 1 Deputy Reference and Information Librarian 1 Deputy Schools Librarian 1 6 Assistant Librarian * 5 1 1 Community Information Co-ordinator .68 Principal Library Assistant (Admin) 1 5 Senior Library Assistant (Lending and Special Services) 1 Senior Library Assistant (Local Studies) 1 4/5 Senior Library Assistant (Lending and Special Services) ** 1 Senior Library Assistant (in charge branch) ** .65 .62 .81 1 Senior Library Assistant (Schools) ** 1 Senior Library Assistant (Supervisor) ** 3 1 1 1 4 Admin Support Assistant/Secretary 1 Head Porter 1 3/4 or 3 Library Assistant ** 20.83 5.94 2.1 .45 2.3 .81 .87 1.49 1 3 Driver 1 1 .59 2 Saturday Assistant .75 .27 .11 .14 .11 .14 .15 .11 Lunchtime Assistant 1.04 .16 Weekend Assistant .14 Porter 2 1 Shelver .81 TOTALS (FTE) 47.61 11.21 4.21 1.24 4.57 1.71 1.83 2.6 4.59
* Assistant Librarians are on Grade 5 before attaining Chartered status ** There are some posts on link-grades; postholders progress on attaining NVQ 2 or 3, as appropriate, in Library & Information Studies or an equivalent qualification *** Responsible for both libraries and lifelong learning (adult continuing education; student awards etc.), and therefore counted as 0.5 fte here. Based at CMK library ANNEX TO ITEM 25
Qualifications and training
The Council recognises the importance of training and developing staff so that they are able and confident to meet the objectives and priorities of the Library Service’s Team Plan, and for their own motivation and job satisfaction. Increased emphasis on social inclusion, reader development and community participation has training implications, and the annual staff development appraisal assists in identifying training needs.
The priorities for training are reviewed annually in light of service needs. Staff are currently involved in the following activities which are designed to address skill needs:
S Management and professional courses organised by CILIP, ASLIB, Milton Keynes Council and other organisations
S Meetings organised by BBi and other groups on library and information matters - these are invaluable for liaison, networking and general awareness
S Route A training for qualified librarians working towards chartership (an Assistant Librarian chartered in January 2002)
S Professional library qualifications – 3 staff qualified following day release courses at Thames Valley University, and one has just started a distance learning course at Aberystwyth
S NVQ Levels 2 and 3 in Library and Information Studies – 15 staff have obtained or are undertaking Level 2 (or have the older Library Assistants Certificate), and 6 Level 3. There are 2 NVQ assessors on the Library staff.
S Corporate induction for newly-appointed staff
S Milton Keynes Council corporate training
S Library Service induction for newly-appointed staff
S Health and Safety training
S Equalities training
S ICT training (see below)
The NOF training to ECDL standard is being delivered by the Computer Centre at Cranfield University. Library staff attend seven training modules over a period of 7/8 months, and are allowed practice time during working hours. Staff who wish to practice at home can do so on laptops that were purchased for the purpose.
To date, 39 branch staff and two Schools Library Service staff have received training to ECDL standard, and 22 are currently attending training. The next group will start ANNEX TO ITEM 25
in October 2002. Trainers are currently being identified and a basic programme is being designed to cascade ICT training to other staff (porters, shelvers etc) so that they feel included in service developments and can help resolve the simpler enquiries.
The NOF plan identified some staff for advanced training, as follows:
Net Navigator 5 Information technology gatekeeper 2 Information consultant 3 Information manager 1 Educator 5
The Library Service is investigating courses to deliver this training, and will arrange it to coincide with the People’s Network rollout.
Staff, especially those from the Reference and Information Service, have attended other ICT courses as necessary. When the NOF funding for ICT training ceases, Milton Keynes Council will fund ECDL for newly-appointed staff and other ICT training from revenue budgets.
In Adult Learner’s Week 2002, a one-day work-shadow opportunity organised among the members of BBi enabled 4 public library staff to spend training days at local university libraries; 3 university library staff came to the Central Library. Each workshadow programme was devised by the host library to meet the expressed needs of the shadower, so everyone’s experience was different. Staff feedback was very positive, and this is likely to become an annual feature.
3.7 ICT systems and services
The Library Service acknowledges the key role that public libraries play in developing ICT initiatives and the Service’s policy is to maximise opportunities and work with partners to develop the resources and services to meet new needs. Two main ICT projects will be completed in 2002: the People’s Network implementation and the upgrade of the library management system.
Library housekeeping systems
In-house library functions are supported by BiblioMondo Ltd, which supplies an integrated computer system to all libraries. This manages circulation control, acquisitions, cataloguing and stock management.
This system is shared with Buckinghamshire County Council within a Joint Arrangement agreement, which was renewed in June 2000. The system centre is housed at Buckinghamshire County Library headquarters. The Service will shortly be migrating to Concerto, a web-centric version of the system. This will allow for greater manipulation of records and greater functionality for end-users. The migration will be supported by the introduction of a network upgrade scheduled to be completed by December 2002. ANNEX TO ITEM 25
The Library Service will also be operating BiblioMondo CyberQuery to generate statistical data, thus enabling greater analysis of performance and management information.
The upgraded library computer system will allow the Service to investigate the provision of self-service functions such as self-reservations and self-renewals.
The Library Service will evaluate new developments introduced by BiblioMondo and react to them accordingly to ensure systems are kept up-to-date. One of these developments will be the future upgrade to Concerto 2, allowing for enhanced catalogue functions.
Public access to ICT / People’s Network
Milton Keynes Library Service was awarded NOF funding of £261,201 to implement the People’s Network, (with the Library Service providing 10% matched funding). It is working in close partnership with the Council’s IT unit and the Open University to ensure the smooth delivery and development of the People’s Network project.
The existing 32 public access terminals will be increased to 52, offering free access to the Internet, email and MS Office applications in all branch libraries. Further benefits will be laser printers, scanners, video conferencing and additional provision for visually impaired people.
The People’s Network will be delivered by utilising and expanding the Milton Keynes broadband microwave network initially developed to provide MK schools with broadband capacity as part of the East of England Broadband Consortium and the National Grid for Learning.
The rollout of the People’s Network is scheduled for completion by the end of 2002.
The development of the broadband network will also allow for the upgrade of the in- house library management system and will reduce running costs. Increased bandwidth will enable expansion of the existing CD-ROM network, offering free access to a wide range of electronic resources at all branch libraries.
Key front line library staff at all service points will continue to be trained to ECDL level, with 41 staff having completed the training so far. This will result in staff who feel confident at delivering and supporting new ICT services.
The Library Service has worked in co-operation with Buckinghamshire Association for the Blind to provide free ICT access for visually impaired people using Zoomtext software and enhanced hardware at the Central Library. Other hardware for customers with disabilities will be purchased and installed as part of the People’s Network to allow greater ICT access for all.
Since June 2002, the Library Service has been piloting the provision of a learndirect suite in Central Milton Keynes Library. This is in partnership with ACE, strengthening existing links with the Lifelong Learning Service. ANNEX TO ITEM 25
There is currently no additional budget allocation for sustaining the ICT infrastructure. Costs must be funded from the Service’s existing revenue budget. However, these needs have been recognised by the Service and additional budget is being requested for following years.
Library website
The Library Service has a “weblet” on MKWeb (www.mkweb.co.uk/library.services/home.asp). This site enables easy access to and from the Council’s site and the community website on which both are listed. MKWeb has recently been recognised as a high quality local authority resource in a survey undertaken by LSE for the government. Web pages will continue to be developed, containing information on library services, opening hours, events and links to the library catalogue and other Council services.
The Local Studies Department has worked with the Milton Keynes Heritage Association to develop a presence on its website (www.mkheritage.co.uk), thus raising the profile of the Local Studies and Family History Department. This has been a well-used resource and the Library Service has received email enquiries both nationally and internationally.
3.8 Finance
Library Service budgets for the 3 years previous to 2002/03 are set out below:
1999/2000 2000/01 2001/02
£ £ £
3,293,830 3,402,940 3,406,770 Total revenue expenditure
596,108 598,380 611,020 Total revenue income
2,697,722 2,804,560 2,795,750 Net revenue budget
Net budgets for the last three years remain largely unchanged. However, behind the overall figures lie the following significant factors:
S a continued increase in population (so spend per head has decreased) S no budget increases to meet demographic growth S an increase in expectations from income charges, which have not been fully realised in practice S a £50,000 saving requirement in 2001/02 which has been met by deleting posts S the loss of two professional posts in 2001/02, including that of Chief Librarian (who has been replaced by the Learning and Skills Manager with a larger remit) ANNEX TO ITEM 25
Current Year 2002/03 Revenue budget
Expenditure £
Employees 1,546,730
Premises 359,570
Transport 52,830
Supplies & Services 874,670
Central recharges 164,810
Asset rentals 435,110
Total expenditure 3,433,720
Total Income - 656,040
Net budget 2,779,680
In 2002/03, the training budget for library staff is £27,300, which is 1.8% of the total employees’ budget. £10,600 is from the revenue budget and 16.700 is from the NOF allocation to the Library Service.
Overall, the Library Service has had to work more efficiently, and despite a tighter budget has increased opening hours overall. In addition to the revenue budgets, the Council’s Capital Programme for 2002/03 includes proposals amounting to £420,000 for works to refurbish and repair library buildings as identified in recent building condition surveys. NOF funding will provide an increase in ICT provision in libraries.
The targets identified in Chapter 7, Section 7.1, for 2002/03 will be met within the budget set for the Service, apart from the installation of the People’s Network, the cost of which is funded by NOF.
Financial requirements identified in the 2001 Plan are listed below with an update showing progress to date:
KEY TASK 2001/02 COST COMMENT Develop service to Establish £1,000 learndirect being piloted in Central support lifelong learning learndirect Centre Library, other learning opportunities being introduced at branch libraries. No cost, and libraries will receive hire fees for use of premises. Extend work to improve Continue Bookstart £7,000-£9,000 Funding obtained from Early Years support for literacy and (Revenue) Development & Childcare Partnership. reader development No cost this year, but £8,000 will be required from revenue budget 2003/04 if further funding not obtained. ANNEX TO ITEM 25
KEY TASK 2001/02 COST COMMENT Maintain existing usage Develop stock c£20,000 levels and encourage improvement (increase in Book growth programme Fund to cover inflation and demographic growth) Continue to develop Plan for linkage to School Library Service budget devolved School Library Service IT stock control to schools 2002/03. system Work to address issues of Begin programme £5,000 Achieved from revenue budget 2001/02. social inclusion and of improvement (installation of access to services arising from new doors) In addition, lighting levels improved at a disability access (Revenue) branch library by installing additional survey lighting (£1,500 ) and at the Central £3,000 (stair Library by repainting the ceiling (£8,500 ) carpet replacement with edge strips) (Revenue)
Review Internet -c£45,000 Internet access will be free by December charging policies (savings/loss of 2002 (introduction of NOF People’s income if Network) – an income loss of £20,000 will charges be found from the revenue budget dropped) 2002/03. In 2003/04, the loss will be listed as a growth item. Complete Service re- Reorganise - £50,000 Achieved in 2001/02 by the deletion of 2 structuring services to reduce professional posts. costs (staff) Complete/continue Explore option for To be costed (will On-going Library Service Review east flank library depend upon work final decisions)
Re-test west flank To be costed provision to ensure service continuity Complete installation of Submit formal Nil Application approved. Installation will be NOF People’s Network application completed by December 2002 (£261,000 NOF allocation, plus £28,850 match funding from 2002/03 revenue budget). Upgrade in-house IT Completion £36,000 Achieved from revenue budget 2001/02 stock management required by (Reinstated Book system December 2001 Fund) plus IT income (Revenue) Maintain programme of Capital programme Nil Capital programme for 2002/03 includes building maintenance and bids proposals for £420,000 for library refurbishment refurbishments/repairs.
The continuing rapid population growth in Milton Keynes means that the major cost implications of meeting the Public Library Standards relate in the main to four standards which currently are not met:
PLS 1 - Proportion of households within a fixed distance of a static library There is an urgent need for a library on the East Flank. As yet, there is no funding available for this. However, the newly elected Council has stated its commitment to ensuring the Library Service is responsive to the community. The costs of this depend on the size and nature of the building but the set up costs for the Westcroft Library were £150,000; this involved the conversion of existing buildings and did not include staffing or rental costs. ANNEX TO ITEM 25
Discussions with the Open University, the Schools Planning team and the landowner in the District Shopping Centre are underway to identify potential partnership arrangements which would also include the Adult Continuing Education Service.
PLS 3 - Opening hours per 1,000 population Branch opening hours have been increased this year with no additional staff costs through more efficient use of available staff. Further increases would need additional staffing, and these have been addressed in the requests for Council funding for 2003/04 and beyond.
PLS 17 – Annual items added to stock per 1,000 population A cut of £36,000 made in 2000/01 was reinstated in 2001/02. However, there has been no further increase to allow for inflation and this has been requested for future years. Allowances for demographic growth will also need to be included in future budgets. The audio- visual stock fund has remained static at £140,500; as this service is self-financing, any income made in excess of the specified income targets is used for additional stock purchases.
PLS 19 – Numbers of staff per 1,000 population with appropriate information management and ICT qualifications As demographic growth continues, the staffing establishment will need to be increased to meet this standard, and this has been identified in budget requests.
A comprehensive outlining of the Council’s progress towards meeting the standards follows in Section 4.1 and the DCMS planning profile showing trends is attached as Appendix 1.
The overall budget implications of these and other service improvements are stated in Section 7.1.
Milton Keynes Council recognises the importance of investing in staff through training. This is essential to maintain attainment of Public Library Standards and to ensure a high standard of service to the public. In 2002/03, the training budget for library staff is £27,300, which is 1.8% of the total employees’ budget. £10,600 is from the revenue budget and £16,700 is from the NOF allocation to the Library Service.
Public Internet access has, until now, been a self-financing service. Free access will be introduced by December 2002 when the NOF People’s Network is completed, and the loss of income will be presented as a growth item in the 2003/04 budget. The NOF project team has been concerned to ensure long-term sustainability, and Milton Keynes’s solution is a broadband connection shared with schools in order to keep costs as low as possible (Mkschools.net).
Since September 2001, strengthened links with the Council’s ACE Service and other partners are leading to increased use of library premises for training sessions. Tutors support and train individuals and groups in libraries, and fees are paid for the use of library premises, which provides additional income to the service. ANNEX TO ITEM 25
The Library Service continues to seek other funding from external sources in order to improve provision. Examples include: S a successful IAG bid for £6,000, included as part of the Buckingham Careers Company Business Plan 2002/03, to set up ASSIST points in libraries
S a successful bid for £1,500 from Bletchley SRB Community Chest to microfilm local newspapers
S an on-going needs analysis to identify a possible capital bid to the Learning & Skills Council in 2003/04 in order to utilise space in libraries for learning centres.
4 Performance appraisal, assessment against the standards in “Comprehensive, Efficient and Modern Public Libraries”, marketing and customer response
4.1 Public library standards and trend data standards
The following table summarises how close we are to meeting the Public Library Standard or how we plan to meet them. (Y) or (N) indicates our likely performance against the Standard in 2002/03. ANNEX TO ITEM 25
[1] [2] [3] [4] [5] [6] [7] [8] Standard Standard Standard met or Authority's measure of Target for Target for Target for Show the section(s) in number (and standard figure in exceeded in 2001/02 performance (2001/02) 2002/03 (This 2003/04 2004/05 your plan which identify brackets) 'Y' or 'N' Year) remedial action
PLS1(i) § Proportion of households 40% 39% 38% 88% Section 3.8 and 7.1. living within specified N (91%) (90%) (89%) (99%) Requires additional distance of a static libraries in East Flank library (88% within 1 mile, and rural areas 100% within 2 miles) PLS1 (ii) # Proportion of households 40% 39% 38% 88% Section 3.8 and 7.1. living within a specified N (91%) (90%) (89%) (99%) Requires new libraries distance of a library open to be open during during convenient hours convenient hours (88% within 1 mile, 100% within 2 miles) PLS 2 (i) # Proportion of planned time 0% 0% 0% 0% Standard met. that service points were not Y available to visitors Need to maintain because of emergency standard closure of central and branch libraries (0.3%) PLS 2(ii) # Proportion of planned time .5 0% 0% 0% Standard met. that mobile service points Y were not available to Need to maintain visitors because mobile standard library visits/stops were missed or cancelled (4.4%) PLS 3 (i) Aggregate opening hours 76 78 77 128 Section 3.8 and 7.1. per 1,000 population for N Requires additional all libraries (128) library as for PLS 1 PLS 3 (ii) Proportion of aggregate 28% 32.9% 31.9% opening hours that fall N outside 9am to 5pm on weekdays (30%) ANNEX TO ITEM 25
PLS 4 # Percentage of larger 50% 100% 100% 100% Standard met since April libraries open at least 45 N 2002 hours a week (100%) Need to maintain standard PLS 5 Percentage of libraries 100% 100% 100% 100% Standard met open more than 10 hours a Y week that have access to Need to maintain on-line catalogues (100%) standard PLS 6 (i) Total number of .25 0.35 0.33 0.4 Section 3.7 electronic workstations N available to users per 1,000 population (0.600) PLS 6 (ii) Percentage of static service 100% 100% 100% 100% Standard met. points providing public Y internet access (100%) Need to maintain standard PLS 7 Normal book issue period 4 WEEKS 4 WEEKS 4 WEEKS 4 WEEKS Standard met. (weeks) (3) Y Need to maintain standard PLS 8 Number of books that 15 15 15 15 Standard met. library users are allowed to Y borrow at one time (8) Need to maintain standard PLS 9 (i) Percentage of requests 46% 50% 50% 50% Section 4.2 for books met within 7 N days (50%) PLS 9 (ii) Percentage of requests 69% 70% 70% 70% Section 4.2 for books met within 15 N days (70%) PLS 9 (iii) Percentage of requests 83% 85% 85% 85% Section 4.2 for books met within 30 N days (85%) PLS 10 # Number of visits to the N/A N/A 500 606 Section 4.2 library website per 1,000 N population (606) ANNEX TO ITEM 25
PLS 11 Number of library visits 5,859 6,014 5,683 6,300 Additional library will per 1,000 population N address this (section (6,300) 7.1); and reader development (section 3.3) and free ICT (section 3.7) PLS 12 (I) Percentage of adult library 68% 68% 68% 68% Standard met. users reporting success in Y (2000) obtaining a specific book Need to maintain (65%) standard PLS 12 (ii) Percentage of child Not surveyed - 65% 65% Not surveyed. library users reporting N However, need to success in obtaining a ensure positive book (65%) experience for children (section 3.3) PLS 13 (i) Percentage of adult library 79% 79% 79% 79% Standard met. users reporting success in Y (2000) (2000) gaining information as a Need to maintain result of a search or standard enquiry (75%) PLS 13 (ii) Percentage of child Not surveyed - 75% 75% Not surveyed. library users reporting N However, need to success in gaining ensure positive information as a result of experience for a search or enquiry (75%) children (section 3.3) PLS 14 (i) Percentage of adult 94% 94% 95% 95% Staff development and library users rating the N (1999) (1999) management support knowledge of staff as required Section 3.8 "good" or "very good" addresses this (95%) PLS 14 (ii) Percentage of child Not surveyed - 95% 95% Not surveyed. library users rating the N However, need to knowledge of staff as ensure positive "good" or "very good” experience for (95%) children (section 3.3) ANNEX TO ITEM 25
PLS 15 (i) Percentage of adult 94% 94% 95% 95% Staff development and library users rating the N (1999) (1999) management support helpfulness of staff as required (sections 3.6 "good" or "very good" and 3.8) (95%) PLS 15 (ii) Percentage of child Not surveyed - 95% 95% Not surveyed. library users rating the N However, need to helpfulness of staff as ensure positive "good" or "very good" experience for (same as PLS 14ii) (95) children (section 3.3) PLS 16 Quality index for stock (to be developed in 2001/02 PLS 17 Annual items added 208 205 212 216 Need for increased through purchase per N bookfund Sections 3.8 1,000 population (216) and 7.1 address PLS 18 Time taken to replenish the 7.5 7 7 7 Standard met due to lending stock on open Y high level of audiovisual access or available for loan additions. Need to (8.5) maintain standard PLS 19 (i) Numbers of staff per 0.075 0.075 0.075 0.075 Staff development is 1,000 population with N addressed in Section appropriate information 3.8 and plans to management address staff per 1,000 qualifications (.15) population are lined to plans for extra libraries (Sections 3.8 and 7.1) PLS 19 (ii) Numbers of staff per 1,000 Y 0.18 0.3 0.38 0.38 Staff development is population with appropriate addressed (section 3.8 ICT qualifications (.14 in and 3.6) 2001/02, but .5 in 2003/04) Please provide an estimate of any additional revenue costs, in this and each £000's £000's £000's See Commentary at 4.3 of the subsequent years (2002/03 to 2004/05) in your plan, attributable to These figures are increasing provision to meet the national standards 0 100 250 cumulative ANNEX TO ITEM 25
4.2 Commentary on approach to meeting the standards and local targets
Physical access to services (PLSs 1and 2)
The population growth of Milton Keynes puts increasing pressure on current library provision and resources. Only 40.6% of households live within 1 mile of a static library (PLS 1); 92% live within 2 miles.
The major increases will be on the East Flank of the Borough (likely to increase by over 5,000 between now and 2006), where there is no static library and the growing population is served mainly by the mobile service. Ways of addressing this are being discussed and are included in Chapter 7.
The mobile library routes and stops are being re-assessed to provide a better service to residents who are in areas of highest social exclusion or unable to reach a library. Milton Keynes Council is also investigating joint provision with other organisations with a view to making available some static library provision, particularly in the rural areas in the north of the borough.
All Milton Keynes libraries are open after 5pm on weekdays, on Saturdays (two 9am – 5pm on Saturday, the others on Saturday morning) and one is open on Sunday afternoon.
Performance on PLS 2 (planned time when service points were not available) is good. Staff are used flexibly to ensure that branches open when there are staff shortages, and there is an arrangement for driver relief for the mobile library.
Opening hours (PLSs 3 and 4)
Performance against PLS 3 (aggregate opening hours per 1,000 population) is determined by the rising population, the number of libraries and opening hours. The increase in opening hours since April 2002 has prevented decline, but an ever rising population would necessitate a constant increase in opening hours just to keep pace, and that has cost implications. A new library on the east flank, and other additional service points are the most likely to address this issue, but implementing improved opening hours at Westcroft, Olney and Woburn Sands and increasing the public stopping times of the mobile library will be a positive approach to helping to meet this standard. As part of this, additional weekend and evening hours should see an increase in the proportion of opening hours outside 9am – 5pm on weekdays.
With the increase in Bletchley’s opening hours from 40.5 to 47 since April 2002, both Milton Keynes libraries with over 200,000 visitors per year are open over 45 hours per week.
Only the Central Library has over 500,000 visitors per year, and funds to permit Sunday opening would enable opening for 60 hours per week, if provided. ANNEX TO ITEM 25
Electronic access (PLSs 5, 6, 10)
PLS 5 (access to on-line catalogues) is met, but not PLS 6 (electronic workstations per 1,000 population). The roll-out of the People’s Network during 2002 will improve performance but Milton Keynes Council will still be below the Standard. With a small number of libraries, several of which are limited in size, it is difficult to put in the required number of PCs. A new library on the East Flank, a bigger library in Westcroft and other additional sites would be necessary to ensure Milton Keynes Council met this Standard.
With the installation of the People’s Network, Milton Keynes Council is investigating ways of monitoring virtual access (PLS 10).
Book loans and requests (PLSs 7, 8, 9)
PLS 7 (normal book issue period) and 8 (number of books at any one time) are exceeded. PLS 9 (requests response times), performance has improved between 2000/01 and 2001/2 and Milton Keynes Council hopes to meet the standard this year. Earlier chasing of outstanding orders, and the improved response times from V3 (the upgrade of LASER’s interloan Viscount system) should enable PLS 9 to be achieved.
Visits, both physical and virtual (PLSs 10, 11)
In common with the findings of the Audit Commission reported in “Building Better Library Service’s” the number of visits in the borough fell by 750 in a sample week in October 2001 compared with the previous year and this, in addition to the rise in population, resulted in a decline in performance against PLS 11 (visits per 1,000 population). The recent and planned increase in opening hours, and the introduction of free electronic access with the People’s Network roll-out, should enable Milton Keynes Council to meet the standard, though the marked decrease in free parking spaces in the town centre is expected to affect visitor numbers to the Central Library, which provides a service to 52.3% of the authority’s visitors. Activities outlined in this Plan to ensure the library is used as a core community service echo the recommendations in the Audit Commission report referred to above, and should increase library visits.
User satisfaction (PLSs 12, 13, 14, 15)
A PLUS Survey in 1999 showed that Milton Keynes Council exceeded PLSs 12 and 13 (user success in obtaining a book and gaining information). There was a 1% shortfall in PLSs 14 and 15 (user ratings of staff knowledge and helpfulness), which is being addressed by staff training.
The Service has not so far conducted surveys of children, but has just obtained read- only access to the new children’s survey from IPF and the service is considering the best time to carry it out. The next adult survey is in Autumn 2003. ANNEX TO ITEM 25
Choice in books and materials (PLSs 16, 17, 18)
Milton Keynes Council added 208 items per 1,000 population in 2001/02, against the Standard of 216. Performance is underpinned by the successful audiovisual service and the high level of audiovisual purchases.
Milton Keynes Council performance against PLS 18 (time taken to replace lending stock) is helped by the rapid rate of audio-visual replenishment, made possible by the system of purchasing new material from income derived from hire fees and fines.
Staff (PLS 19)
With the deletion of two professional posts in 2001/02, Milton Keynes Council is now further from the Standard, and would have to double the number of professional posts to meet it.
The ICT training to ECDL and advanced levels enables Milton Keynes Council to meet the standard for the numbers of staff with appropriate ICT qualifications this year, but are unlikely to meet the 2003/04 measure as there are not enough staff to train to meet the measure of .5 per 1,000 population.
Benchmarking
Milton Keynes was a founder member of the CIPFA benchmarking club and has participated for several years in the metric and stock management/interlibrary loan process strands. The metric sessions and reports have been useful in pointing up anomalous comparative figures that have been further investigated. The stock management process benchmarking has highlighted the importance of stock rotation as best practice and informed the implementation of a system subsequently put into practice in the branches. It has also given valuable pointers to the ways the Service can use the increased and more readily available management information that will be available when Concerto is introduced.
The Inter-Library Loans sessions underlined the importance of this aspect of the Service to the public library enterprise as a whole; best practice issues concerning the removal of limitations to its scope and use addressed issues that were being considered internally.
Comparison with other authorities, whether through benchmarking, sharing the results of PLUS surveys, informal discussions or visits to other libraries, informs Milton Keynes Council’s approach to service provision and gives ideas for changes and improvements.
The DCMS planning profile attached as Appendix 1, which summarises a range of benchmarking data, shows that Milton Keynes has
S a relatively low (and decreasing) proportion of households within one mile of a static library and relatively few libraries to serve the overall population S relatively high population served by its mobile library ANNEX TO ITEM 25
S expenditure of printed materials and books available per 1,000 population is low
This means that
S hours of access per 1,000 population are low S staff numbers per 1,000 population (and staff with appropriate qualifications) are low
However,
S audiovisual materials are well used and provide income, and this has a positive impact on overall stock levels and stock turnover
Overall, quality indicators show the service is relatively good at supplying requests and meeting customer needs. Library visits are relatively high, probably because of excellent access in Central Milton Keynes, but show the same downward trend as other authorities. The ICT provision is relatively poor currently but People’s Network funding will make a major impact.
These statistics underline the SWOT analysis in Chapter 6 and plans in Chapter 7.
4.3 Public consultation and marketing
Surveys
The main method of collecting customer feedback on services has been the CIPFA PLUS adult survey. Milton Keynes Council carried out a full survey in 1999 and an abridged one, to fulfil the requirement to collect BVPI 118 information, in 2000.
This demonstrates that the service is generally effective in meeting people’s needs but identified areas for development which are reflected in Chapter 7 as actions.
Milton Keynes Council intends to carry out its next CIPFA PLUS adult survey in autumn 2003.
The Service has not carried out a Children’s PLUS survey, but is looking at the new survey form and considering setting up a survey cycle (with adult and children’s PLUS and another relevant survey, in different years).
Milton Keynes Library Service introduced Bookstart: Books for Babies in 1999. Two questionnaires are given out to all families which attend their baby’s development checks at 8 months and 18 months.
Analysis of completed questionnaires between 1999 and 2001 showed that, when asked the same questions at the 18-month development check, the respondents felt that as a result of Bookstart –
S They looked at books more with their child ANNEX TO ITEM 25
S They were more aware that their child could enjoy and benefit from book sharing S They were aware that their child could join the library at any age S They now used the library service more frequently
A survey of parents attending Baby and Under 5s storytimes at the Central Library was carried out by the Children’s Library staff in September 2001. 79 parents responded to questions about how they heard about the activity, how many children they brought along, the children’s ages and the length of the storytime, which is 20 minutes. Additional comments were very favourable, praising the child-friendly staff and the good mixture of songs and stories, and saying that in general there are not many activities for this age group.
There has been consultation with other council departments, local councils and community partners as part of the process for agreeing the 2002/03 Annual Library Plan. This has led to useful additions and greater clarity.
The Library Service Review of Opening Hours involved consultation with local communities and councils starting in 1999. As a result of comments, further surveys of visitors within each half-hourly period were undertaken, and the findings informed the revised pattern of opening hours.
During 2002 the Council undertook a survey using NOPof a representative selection of the population to prepare for the development of the cultural strategy. Specific questions were asked about the usage and quality of the library service. Libraries were identified as a popular leisure activity and had a high satisfaction rating (93% said good or very good), with popular support for maintaining or increasing the level of provision.
Customer complaints, comments/suggestions and compliments
Feedback is recognised as an important way of gaining customer opinion, and the Library Service has an A5 comment form which is available at all service points; this is part of the Council’s overall strategy for dealing with feedback. Customers can use this form or write a letter, or they can complain or comment in person, by phone or by email. The Service responds to all complaints and comments, and copies of correspondence are forwarded to the Learning and Development Directorate’s Policy Business Support Officer, who prepares analyses of all complaints for the Departmental Management Team and the Chief Executive’s Office.
The Service looks at the underlying problem outlined in complaints, whether it be about service failure, policy disagreement, staff conduct, premises, or inadequate stock or equipment. This table summarises the number of complaints and comments during 2001/2, and provides some examples selected from those submitted. ANNEX TO ITEM 25
Number Examples Complaints 75 C Internet charges too high C Location of photocopier difficult to get to C COIN system too slow C Law Books in Reference Library out of date C Poor lighting levels Comments / 33 C Requested reading list for 7 year old son Suggestions C Would like more Agatha Christie titles on shelves C Would like more material relating to India on shelves Compliments 12 C Praise for members of staff at various libraries C Great service at Stony Stratford Library
The Library Service responded to 92% of complaints within 7 days and the remaining 8% within 21 days.
Stock, procedures and buildings are re-examined as a result of complaints and comments. Several customers commented on lighting levels at both Stony Stratford and the Central Library; the lighting at Stony Stratford was upgraded and, at the Central Library, the ceiling was repainted and the lighting improved.
Promotion
The Library Service recognises that it needs to improve its profile in the community, publicise services and facilities and attract more users. Current publicity varies in quality and impact and, in 2002, staff will be working with graphic designers to improve existing leaflets and posters and produce new ones so that eventually a complete portfolio, with an attractive and recognisable image, is available. The restyled publicity will then be put out into the community via leaflet drops; attempts will be made to ensure that Library Service publicity is always prominently displayed in community venues such as surgeries, leisure centres, schools, colleges, shops and Council offices.
4.4 Quality assessment
The Service has used the Audit Commission’s Comprehensive Performance Assessment pro forma for assessing cultural services as a self-assessment tool for the first time in 2002, to provide a more formal internal quality assessment framework.
This has been informed by various inputs including:
S team discussions
S data collected for CIPFA, Library Standards, BVPIs etc
S financial information and analyses
S surveys conducted as part of the development of a Cultural Strategy. ANNEX TO ITEM 25
The main conclusions from this are:
S like other services nationally, the Service is valued by the community, though footfall is dropping
S the Service has made a successful transition to a new management structure and has already made positive links to lifelong learning
S the Service has a clear vision of what its role is and can see the opportunities in developing its role further with the introduction of more ICT
S more readership development opportunities are needed, but are beginning to take place in partnership with other Council services.
The self-assessment activity has led to ten strategic goals (listed in Section 6.3)
5 Review of preceding Plans, and progress for the previous financial year
Key achievements from previous Plans
1997/98
S Successful transfer of services to the new authority S Commencement of Joint Arrangements for specified services with Buckinghamshire County Council
1998/99
S Implementation of IT roll out including Internet and word processing to all libraries supported by Skills Challenge funding S Establishment of a CD-ROM network within the Central Library as part of the same process S Creation of new Business Library and IT suite in the Central Library S Creation of new Local Studies and Family History Department within the Central Library S Introduction of Single Status terms and conditions for staff S Introduction of Bookstart programme S Re-tested Joint Arrangement with Buckinghamshire County Council for efficiency and cost effectiveness S Completion of library condition surveys S Completion of full CIPFA PLUS Survey S Income increased S Service performance maintained ANNEX TO ITEM 25
1999/2000
S New lease agreed for Woburn Sands Library S Routing circulation software system installation S CIPFA PLUS adult survey completed S Participation in National Poetry Day S Weekly storytimes established as regular feature in all libraries S Two part-time posts created at Woodhill Prison Library S DVDs extended to all libraries S Service performance maintained
5.1 Achievement of the Action Plan for 2001/02
The Action Plan consisted of the key tasks within the corporate service planning template, and many of the elements were achieved. The outcomes were not stated with numerical measures and therefore it would be impossible to say which were achieved by more than 10%. The following were not totally achieved or are ongoing. Staffing problems (long-term sickness, vacancies) and the changes in the Departmental structure and subsequent settling down affected the Service’s ability to achieve the Action Plan. The outstanding achievement was the successful and smooth transfer of the Service to a new management structure, paving the way for further developments.
KEY TASK ACTION PLAN, YEAR 2001/02 OUTSTANDING/CURRENT SITUATION Develop the service to support Establish learndirect Access point Discussions and implementation lifelong learning in Central Library took longer than expected. A pilot learndirect access point was set up in June 2002 Extend work to improve support for Continue with SureStart Internal problems within SureStart literacy and reader development involvement MK management. Difficulty in recruiting part-time specialist librarian – post to be re-advertised
Establish reading groups Still in early stages due to staffing problems (long-term sickness, vacancies) ongoing Maintain existing usage levels and Review service performance and Ongoing encourage growth explore ways to improve and redefine key performance statistics
Develop stock improvement and Ongoing- the upgrade to Concerto replacement programme will underpin a more systematic approach Continue to develop the School Upgrade IT system in tandem with IT upgrade due in 2002 Library Service public service upgrade Support the development of the Plan to relocate library Planning started – Library due to Prison Library relocate in July 2002
Reduce stock loss rate Ongoing ANNEX TO ITEM 25
KEY TASK ACTION PLAN, YEAR 2001/02 OUTSTANDING/CURRENT SITUATION Work to address issues of social Begin programme of improvements New electronic doors at Central inclusion and access to services recommended in disability survey Library; other improvements still to be done
Continue with work to identify non- Ongoing users
Establish links with agencies Ongoing involved with excluded and disadvantage groups
Review membership and related New registration procedures procedures planned to follow the upgrade to Concerto
Explore option to establish services Surestart involvement and revised in deprived areas mobile library stops
Plan to extend IT Zoomtext facilities Will be part of People’s Network within NOF programme Work with local councils Continue with joint use Ongoing arrangements
Attend Council meetings and work Ongoing to develop locally-targeted service
Explore funding support options – Still in early stages; ongoing e.g. to develop facilities, enhance staffing, improve stock Establish Friends of Libraries, Plan to develop contacts, establish Still in early stages; ongoing Reading Groups, and other groups, and plan programme supportive groups Maintain programme of events and Consider funding options to support To be explored in 2002/03 activities in libraries book festival or similar event Develop use of library facilities by Continue with present programme Ongoing community groups of contacts to extend use Complete/continue Library Service Explore options to establish new Talks about co-operative ventures Review work East Flank libraries have started; ongoing Re-visit west flank provision to Looking at site for Westcroft after ensure service continuity 2003; ongoing
Plan for redevelopment of Central Ongoing Library as part of wider CMK Planning process Monitor service performance Review as required and plan for Constantly monitored, and funding against Library Standards 100% compliance implications stressed; ongoing Continue development of public IT Plan for growth linked to NOF Locations of additional PCs decided services and related facilities programme – e.g. installation of more PCs
Improve library web site Ongoing
Prepare plan and cost the Unrealistic timing; this will be done introduction of an on-line renewal following the upgrade to Concerto and request service after in 2002/03 completion of in-house system upgrade Complete upgrade of IT stock Complete upgrade by December Unrealistic timing; due for circulation and control system 2001 completion in 2002/03 BiblioMondo Plan for Best Value Review Plan for the review in 2002 Review put back to 2004/05 ANNEX TO ITEM 25
KEY TASK ACTION PLAN, YEAR 2001/02 OUTSTANDING/CURRENT SITUATION Maintain programme of building Include library bids in corporate Almost all bids accepted for maintenance and refurbishment capital programme 2002/03
Assess refurbishment costs and Ongoing plan for budget bid Maintain staff skills through a Continue with NOF IT training Ongoing; advanced training in training and support programme programme 2002/03 Meet level 3 of the CRE standards Aim to meet standard Ongoing
6 Rolling 3 Year Medium Term Strategy
6.1 Analysis of strengths, areas for development, opportunities and threats
The Service is clear about the changes, improvements and refocusing needed. However, as a small Library authority, it is vulnerable to any reduction in staffing (sickness, vacancies) especially at senior staff level where the staff are driving forward the Service. Also, any reduction in the authority’s or Directorate’s budget could impact on that of the Library Service. ANNEX TO ITEM 25
Service Areas Strengths Areas for development Opportunities Threats
Stock provision and deployment Good range of book and Increased management Stock theft, and non-return of audio-visual stock for size of information will be available loans authority from Concerto
Funds need to match rising Possible funding from external Inadequate funding to population sources (Age Concern and maintain and improve stock large print, Marathi speakers)
Regularly circulated stock Stock presentation and between libraries to maximise themed displays customer choice
Joint arrangements with Joint arrangements contract Buckinghamshire County not renewed in 2003 Council allows access to greater range of stock, and to older material
Popular, well used audio- Extend pilot of spoken word Loss of funding, resulting in visual stock not reliant on CDs less new stock and Book Fund subsequent loss of income
Reader and audience development Some staff with specialist Staff training Availability of staff time knowledge
Establishment of book groups
More stock-based events Have to be funded from stock funds
Better publicity and promotion Raise Library Service profile
Attract non-users ANNEX TO ITEM 25
Service Areas Strengths Areas for development Opportunities Threats
Meeting the Public Library Standards: Static library provision on the Possibility of working with Lack of funding for new Access (PLSs 1, 2) eastern flank to raise 40% partners libraries figure
Better focused mobile provision to offset failure to meet Standard
Libraries are open convenient More Saturday afternoon and Mobile evening and weekend Extra staffing and running hours Sunday opening stops to enhance access costs
Very low percentage of unplanned closures
Meeting the PLS: Opening hours (PLSs Aggregate opening hours per Highlights the need for one or Lack of funding for new 3, 4) 1,000 is 76, and needs to more new libraries libraries increase dramatically to meet the Standard of 128
28% of hours outside 9-5 Highlights the need for more weekdays fails to meet the weekend opening Standard of 30%
Both libraries with over Central Library to consider Sunday opening Lack of funding; some staff 200,000 visitors annually open 60+ opening hours resistance 45+ hours
Meeting the PLS: Electronic Access All libraries have on-line (PLSs 5, 6, 10) catalogues
Increase in electronic People’s Network Rising population means workstations per 1,000 pop constant increase is needed; space in present libraries; funding more PCs; loss of income generation; sustainability
Method of counting virtual To be set up as part of visits People’s Network ANNEX TO ITEM 25
Service Areas Strengths Areas for development Opportunities Threats
Meeting the PLS: Book loans and Book issue period (4 weeks) requests (PLSs 7, 8, 9) exceeds Standard
Books allowed (15) exceeds Standard
Request response times short Improved library Any cut in Book Fund would by 4%, 1% and 2% housekeeping systems should affect performance enable us to meet the Standard
Meeting the PLS: Visits (PLSs 10, 11) Visits figure 5,859 compared Highlights the need for one or An increasing population with Standard of 6,300 more new libraries, and more means it is not enough just to Saturday afternoon and rely on increasing visitors to Sunday opening current libraries
Could attract visitors by increasing facilities e.g. coffee franchises
Method of counting virtual To be set up as part of visits People’s Network
Meeting the PLS: User satisfaction (PLSs Adult success in finding Children’s success not New Children’s PLUS Survey Surveys not required until 12, 13, 14, 15) book/information exceeds surveyed 2003; previous figures from Standard 1999 and 2000 may no longer reflect the situation Adult users’ rating of staff Staff training, including ECDL, knowledge and helpfulness should bridge the gap. 1% below Standard of 95%; Children to be surveyed. Children’s rating not surveyed
Meeting the PLS: Choice in books and Stock replenishment rate Items added through Stock funds not keeping pace materials (PLSs 16, 17, 18) good purchase fall short by 8 with rising population
Meeting the PLS: Staff (PLS 19) Cranfield delivered ICT Increase numbers of Financial situation may make training professional librarians and it impractical to double the ICT trained staff number of professional staff ANNEX TO ITEM 25
Service Areas Strengths Areas for development Opportunities Threats
Social inclusion Saturday, Sunday and Further work on improving Increased Saturday afternoon Cost of implementing; evening opening in various opening hours opening possible staff hostility locations
Mobile Library Service Refocus pattern of visits Promotional work possible Local and political opposition with longer stops to removing stops, however little used
Bookstart: Books for Babies Explore appointment of Apply for the funding of this Need to secure funding for the Bookstart Officer post from the Childcare Grant whole project beyond 2003 and for the post itself
Develop Bookstart outreach Reaching non-users and Need for greater staff input, work in hard to reach areas strengthening the partnership including outside 9 - 5 and areas of deprivation between libraries and EYDCP
Encourage foster carers and Apply for funding for this Funding not obtained. their children to use the project from the Paul Hamlyn Library Service for leisure and Foundation Constraints on staff time educational purposes, linking with the LAC Officer in Early Years and staff in Social Services
Place boxes of children’s Apply to the Innovations Fund Funding not obtained books and information on to resource the project libraries and the Childcare Information Service in health and medical centres for hands-on use by families
Incorporate the Family Target all young offenders Young offenders being moved Reading Project at Woodhill and increase the numbers on without prior warning and Prison into the mainstream able to attend as a result of being unable to complete their service and deliver it on a the course being held more attendance on the course regular basis (bimonthly) regularly
Books and audio-visual stock Further analysis of need Put up ‘welcome’ signs in in other languages appropriate languages ANNEX TO ITEM 25
Service Areas Strengths Areas for development Opportunities Threats
Surestart (in early stages) Appoint part-time Librarian Work with young families in Difficulty in recruiting to part- deprived areas time specialist post
Graphic novels Attract teenagers and those who think traditional books are dull
Newly-established Basic Skills Promote availability Attract non-users or those collection who previously found no stock at the appropriate level
Disability Access Survey Improvements, particularly to Improvements limited by carried out in 2001 heavy front doors at branches insufficient funds
Bletchley Library Bangladeshi Work with SEMLAC and other Link partners to address needs
Revision of borrowing Attract more 16-18s; collect registration socio-economic and disability details
Services for blind and partially All libraries to have Zoomtext sighted people (Zoomtext, as part of People’s Network books on tape)
Services for deaf people (sub- titled videos)
Services for housebound readers
Need to develop services for other groups, such as asylum seekers ANNEX TO ITEM 25
Service Areas Strengths Areas for development Opportunities Threats
Lifelong learners Libraries are gateways to Free ICT with People’s learning Network
Location of ACE and YETI Expansion of ACE and other rooms at Central Library learning opportunities at branch libraries
Learndirect pilot at Central Other libraries may be able to Library support this
Member of Milton Keynes Learning City Libraries Network
Living Archive Community Heritage initiative at Bletchley
Reference, non-fiction CD Homework study support ROM and Internet resources
Customer response Established comments and complaints procedure
Experience of conducting Children’s PLUS survey Consider other targeted adult PLUS surveys surveys to be carried out as part of a survey cycle
Focusing on new services at the expense of traditional ones may alienate older customers
Resource issues: Stock Very efficient stock turnover Inability of Book Fund to figures for books and match demographic growth audiovisual stock Heavily used stock results in rapid wear and tear Often not much choice on shelves as so much stock is on loan ANNEX TO ITEM 25
Service Areas Strengths Areas for development Opportunities Threats
Resource issues: staff Experienced, well-regarded 3 maternity leave absences in staff 2002/3, in addition to sick leave and vacancies
Staff training which has a Continue/complete ECDL and Work shadowing and other budget and an annual plan. NOF training networking possibilities as part of Adult Learners Week through BBi
Resource issues: buildings Reasonable condition; survey Most libraries need Capital programme in place in 2002 highlighted building refurbishing in addition to the for 2002/03 work needed capital works
Possibility of larger site for Westcroft’s lease ends in Westcroft 2003 ANNEX TO ITEM 25
6.2 Best Value reviews
Milton Keynes Council is committed to the Best Value principles of continuous improvement, through consistent planning and monitoring of services and regular reviews in line with government guidelines.
The Council has a Best Value Review guide to ensure there is consistency across the Council’s services when undertaking reviews. The Library Service has not yet been subject to a formal review, but the service expects this to take place in 2003/04 or 2004/05. The Council will be subject to a council wide Comprehensive Performance Appraisal (CPA) in Autumn 2002 and the priorities for reviews will be set when the outcomes of the CPA are known.
There have been no Best Value reviews directly affecting the service in the last two years. However, Sports and Leisure Services were subject to an external CPA assessment in June 2002.
Reviews that take place within the service, for example the review of the Mobile Library Service, use Best Value principles. The Library Service has used the CPA quality assessment framework as part of its service assessment process.
The Council’s Best Value Implementation Plan provides a framework for planning within the Council, and all service and team plans are related to that, as indicated in Chapters 2 and 7 of this Plan. The Council has a new Performance Management and Business Planing Framework for Continuous Improvement to ensure consistency across the Council. Annual Service and Team Plans are prepared for the Library Service and service improvement plans provide longer term mapping of needs. Those are collated with other across the council to ensure coherence.
The actions outlined in Chapter 7 are taken from the Library Service’s Service Plan and Service Information Map. The objectives are also included in all staff appraisal documentation to ensure the links between individual team, service and council plans.
6.3 Service improvements and variations
The Council sees the development of the library service as one of its priorities.
The three year medium-term strategy is linked to the Council’s corporate strategy, Government priorities and the Service’s mission statement, which is to “ensure there are accessible high quality, community-based library services for the whole population of Milton Keynes”. ANNEX TO ITEM 25
The strategic aims to achieve these broad objectives are to:
1. Provide a library service that meets the cultural, learning and information needs of the community and continuously assesses how to meet new needs.
2. Develop services with partners in Milton Keynes Council and beyond
3. Provide appropriate facilities for all customers including those with additional needs.
4. Provide a wide range of written and multi-media resources to meet community needs and support lifelong learning in its broadest sense
5. Maximise the use of information technology
6. Ensure information about the Council and community facilities are available to customers
7. Encourage readers and audiences to use of facilities and resources and to develop their skills and interests through them
8. Monitor and develop the quality of services provided
9. Utilise human, financial and capital resources in an efficient and effective manner
10. Monitor national, regional and local initiatives and develop services that respond to them. ANNEX TO ITEM 25
7 Rolling Action Plans and targets
7.1 Action plan for 2002/03 and 2003/04
Our Action plan for 2002/03 is integrated into the Library Service’s Best Value team plan for 2002/03.
Team Objective 1 – To encourage social inclusion and greater use by all members of the community
This meets Strategic Aims 1, 2, 3, 4 and 7 (see section 6.3)
Service Measurable Outcomes Responsible improvements Officer Listed in order of * explanation of priority initials at end of Actions to be taken Target End Date table Better used and C Improve publicity Increase visitor March 2003 TC/BM/EF & more widely valued and gain higher numbers from others libraries. profile. 5,859 to 6,000 per 1,000 pop C Promote improved As above March 2003 BM & all opening hours. C Promote free use of Notices in all December All IT. libraries and on 2002 website
C Improve internal and New signs, August 2002 TC/BM & others external signage including some in and guiding, looking languages other particularly at other than English, in all libraries language needs. Increased use by C Ensure continuation Funding obtained May 2002 MH young families. of BookStart for 2002/03 C Carry forward library Librarian December MH/TC element of SureStart appointed 2002 C Investigate Supported March 2003 EC/PD homework clubs homework clubs piloted
Increased use of C Promote libraries as Increase activity March 2003 BM/TC & others Library premises by venues for by 10% partners and other community events, organisations. displays etc. C Work with ACE and ACE activity in 3 March 2003 BM/TC & others others on shared libraries use of premises. Better Knowledge of C Investigate non- Produce analysis March 2003 TC/BM & others reasons for non-use users and reasons. by postcode of and gaps in non-borrowers provision. ANNEX TO ITEM 25
Team Objective 2 – Installation of the People’s Network ICT services
This supports Strategic Aims 3 and 5 (see section 6.3)
Service Measurable Outcomes Responsible improvements Officer Listed in order of priority Actions to be taken Target End Date Additional PCs in all C Complete planning PCs installed in December TC/BM/SE libraries for customer and installation. all libraries 2002 use free of charge. C Decide on method Accurate and December SE/HB for monitoring use. easily managed 2002 monitoring system adopted C Design publicity. Posters and December TC/BM/SE leaflets printed 2002 and displayed C Promote free use. As above December All 2002 C Official launch New IT service December TC/BM/SE launched 2002
Team Objective 3 – Introduction of BiblioMondo Concerto stock circulation and control system
This supports Strategic Aims 3 and 5 (see section 6.3)
Service Measurable Outcomes Responsible improvements Officer Listed in order of priority Actions to be taken Target End Date Introduction of a C Complete planning BiblioMondo December SE better, more and installation. Concerto 2002 responsive and more installed in all flexible system libraries throughout the public library network. C Training of staff. All operational December SE/GM/DH staff trained and 2002 confident C Implementation. System in December BM/TC/SE/DQ & operation 2002 others ANNEX TO ITEM 25
Team Objective 4 – Improvement of service efficiency
This supports Strategic Aims 6, 8 and 9 (see section 6.3)
Service Measurable Outcomes Responsible improvements Officer Listed in order of priority Actions to be taken Target End Date Greater awareness C Test the service PI figures produced BVPIs- TC/SE/BM of service against the BV and March performance. L&D PIs. 2003; L&D78- monthly C Test the service Analysis of August TC/SE against the Library performance 2002 Standards for the produced ALP. Greater awareness C Monitor more Contract monitoring July 2002 SE/TC/BM/DQ of performance of critically the review of Joint Joint Arrangement operation, and Arrangement with perform spot carried out, and action plan Buckinghamshire checks. implemented County Council to prepare for new contract from 2003. Improved hours at C Survey and adjust Adjusted hours December BM/MT & others smaller branches. hours. agreed and 2002 implemented Better focused and C Review and assess Analysis of current September SE/DH/SH more widely used purpose, stops, use use, cost and gaps 2002 mobile service. and cost. in provision produced C Revise timetable. New timetable September drawn up and 2002 printed C Publicise. Posters and leaflets September printed, and press 2002 coverage obtained ANNEX TO ITEM 25
Team Objective 5 – Reader development and literature promotion
This supports Strategic Aims 6 and 7 (see section 6.3)
Service Measurable Outcomes Responsible improvements Officer Listed in order of priority Actions to be taken Target End Date Greater awareness C Increase events and Increase activity by March 2003 All and use of libraries, activities in libraries 10% particularly by and on other sites. infrequent and non- users. C Investigate reading Set up 2 pilot March 2003 LK/DQ groups. reading groups Greater use by C Print Gay booklist. Booklist printed April 2002 DQ specific groups. C Compile similar for Booklist printed September AM Black History Month. 2002 C Talking Books Event held July 2002 TC event. Increased use by C Continue Bologna Website published August PD teenagers. project (European (www.young-lit.net) 2002 funded project involving young people).
Team Objective 6 – Promotion of the Schools Library Service to encourage schools to buy in the Service
This supports Strategic Aims 2 and 7 (see section 6.3)
Service Measurable Outcomes Responsible improvements Officer Listed in order of priority Actions to be taken Target End Date Efficiently delivered C Continue to assess Working party March 2003 EB/MW service which all the service. established and schools buy into. service reviewed C Promote and deliver Service delivered to March 2003 the service. schools which bought in
Officers responsible: TC = Teresa Carroll, Learning & Skills Librarian (Central Library Services) BM = Barbara Merrifield, Learning & Skills Librarian (Community Libraries) EF = Emma Fieldhouse, Administrative Support Assistant/Secretary MH = Michelle Herriman, Children’s Librarian EC = Emma Carrick, Children’s Librarian PD = Paul Dorney, Assistant Librarian SE = Sally Elson, Senior Librarian (Library Operations & Admin) ANNEX TO ITEM 25
HB = Helen Bowlt, Reference & Information Librarian GM = Garry Mitchell, Senior Librarian DH = Dawn Hammond, Assistant Librarian DQ = Dave Quayle, Senior Librarian MT = Michelle Thomas, Assistant Senior Librarian SH = Sue Hancock, Senior Library Assistant (Lending & Special Services) LK = Louise Kirkland, Assistant Librarian AM = Alan Marshall, Assistant Librarian EB = Elizabeth Brand, Schools Librarian MW = Mark Williamson, Deputy Schools Librarian
In addition to the aforementioned actions, ongoing tasks will include working in consultation with internal and external partners (such as SEMLAC, BBi and others) to ensure the service continues to thrive. In particular, some branch libraries have specific roles and needs. For example, the long-term lease of Westcroft Library needs to be dealt with. Bletchley and Wolverton Libraries have particular roles to support minority ethnic communities.
Priorities for the Prison Library Service are identified in Section 3.4.
The Action Plan for 2003/04 will carry forward many of the ongoing tasks, and new elements will emerge during 2002/03 which will underpin new tasks and initiatives to carry forward the Service.
Through annual staff appraisals each officer responsible for actions, or for supporting actions, has actions identified and agreed in their personal objectives for the year. There are quarterly updates of Service and Team Plans to ensure that progress is monitored as a service. Staff have regular meetings with line managers to ensure this is followed through at an individual level.
The following team objectives have been identified for 2003/04, and will be started then and continued in 2004/05.
Team objective Strategic aims, as BV and local PIs Public Library stated in 6.3, addressed Standards addressed addressed Increase library provision 1, 2, 10 BVPI 117 1, 3, 11 (larger library on West Flank, and new library on East Flank and possibly in rural area) Address other Public Library 1, 4, 5, 8, 9 3i, 6i, 16, 17, 19i, 19ii Standards (access, visits, stock additions and quality, electronic workstations, staff) Expand/target resources, in 1, 3, 4, 10 BVPI 117, L & D 78 11 consultation/partnership with the ethnic minority population and specific estates, to ensure social inclusion Address developments in 1, 7 BVPI 117 16 CMK; including HE ANNEX TO ITEM 25
Team objective Strategic aims, as BV and local PIs Public Library stated in 6.3, addressed Standards addressed addressed Bolster mobile library use and 1, 3, 4, 6 BVPI 115, 117 11 services for housebound people to meet community needs (additional van/staffing) Maintain current buildings and 1, 9 BVPI 117 upgrade for DDA Upgrade and continually 1, 5 6i, 19i, 19ii increase ICT, and staff training on ICT Address staff, structure, 1, 9 BVPI 115 19i, 19ii retention and development needs
The current estimate of additional revenue costs of meeting these objectives is outlined below.
Team Objective Actions to meet objective Additional costs £000 cumulative 03/04 04/05 03/04 04/05 Increase library provision Make detailed plans Set up and move in 10 110 for East Flank, and to new libraries on rural library East Flank and rural library Finalise 10 10 arrangements and move into larger more permanent Westcroft Library Address other public Increase stock per Stock new libraries 50 70 library standards 1,000 population generally Expand/target resources in Ensure stock meets Continue 10 20 consultation with groups needs of minority consultations and populations respond accordingly
Undertake further Continue reader targeted reader development development activity Address CMK Make detailed plans Begin to implement 10 20 developments for library service plans, liaising with needs other council departments
Undertake research Use consultants to 10 20 into HE and urban identify best practice. public library arrangements Bolster mobile library and Complete research Finalise plans for 5 10 related services into how added service to mobile/service for meet the needs of housebound users people who cannot can be met use the static libraries
Research best Lease and start using 5 100 practice second mobile library ANNEX TO ITEM 25
Team Objective Actions to meet objective Additional costs £000 cumulative 03/04 04/05 03/04 04/05 ICT developments Implement free Roll forward 03/04 Internet access in full actions 50 100 Promote service
Maintain equipment Address staffing issues Identify needs Roll forward 03/04 0 0 actions Deliver training plan
The estimate for capital costs is
Capital Implications # 2003/04 2004/05 £000 £000 New library Westcroft 1,000
New library East Flank 1,000
New library in rural area 200
Maintenance and upgrade of ICT and buildings 200 200
Total Capital Implications 1,200 1,400
# These figures are indicative and exclude CMK building development costs
NB Figures are not cumulative
7.2 Action plan – 2004/05
The Action Plan for 2004/05 will build on developments in 2002/03and 2003/04, and will be based on the team objectives outlined in section 7.1 above. Additional costs for 2003/04 and 2004/05 are also indicated in Section 7.1.
7.3 Local performance targets
The Council’s Best Value and local targets are listed in the Council’s Best Value Performance Plan 2002/03. They are: ANNEX TO ITEM 25
Library Services
PI Code Indicator Description Actual Unitary Estimate Target Target 5yr 00/01 Councils 01/02 01/02 02/03 Target Average 06/07 00/01 BVPI 115 The cost per visit to public £1.23 £3.20 £1.80 £1.91 £1.73 £1.73 libraries (for 01/02 changed to See note physical visit) below BVPI 117 The number of physical visits 6.16 5.1 See note 6.11 See below – per head of population to public below Amended indicator libraries for 01/02 BVPI 117 The number of physical visits Amended indicator for 5858.9 Not set 6014 5683 (01/02) per 1,000 head of population to 01/02 See note public libraries below BVPI 118 The % of library users who were satisfied with the outcome of the See Not following: 00/01 required Fairly/very satisfied – who found 67.9 61% figure book/s looking for (+/- 3.5) and note Base: below 688 Fairly/very satisfied – with way Not 87% reservation made surveyed Fairly/very satisfied – with found 78.7% 75% information they wanted (+/- 3.3) Base: 588 L&D78 The number of books & other 9.60 7.2 8.5 9.75 8.4 7.9 items issued by the council’s libraries per head of population
Note:
BVPI 118 - Survey carried out October 2000. DTLR require next survey to be carried out in 2003/04. BVPI 117 - Dividing by a thousand would give an average visit of 5.85 per person to be able to compare to previous years definition. L&D 78 - Part of the LPSA Cost Effectiveness Target 12, which is still subject to approval by the government. BVPI 115 - The hope is that visitor numbers should increase next year due to extended opening hours and the introduction of more PCs for public use. However, the introduction of car parking charges and the use of the Internet at home resulting in people getting access to information in other ways means that visitor numbers could remain static. ANNEX TO ITEM 25
Cultural services generally
PI Code Indicator Description Actual Unitary Estimate Target Target 5yr 00/01 Councils 01/02 01/02 02/03 Target Average 06/07 00/01 BVPI 119 % of residents by targeted group satisfied with the council’s following activities: Libraries: Overall, very and fairly 88% 70% satisfied (+/- 2.1) Base: 813 Users, very and fairly satisfied 95% 85% (+/- 1.7) Base: 629 Non users, very and fairly 70% 46% satisfied (+/- 5.5) Base: 184 Overall, neither satisfied or 11% dissatisfied Base: 102 Overall, fairly dissatisfied or 1% very dissatisfied Base:11
The targets related to service development for the year are identified in the Action Plan for 2002/03 in Section 7.1.
Final comments
Milton Keynes Council believes that the plans outlined in this final chapter will ensure that the service will use its resources, outlined in Chapter 3, to
S address the local needs related to the socio-economic context outlined in Chapter 1 S address national, local and council priorities identified in Chapter 2 S work towards meeting the Public Library Standards identified in Chapter 4 by building on strengths and previous working identified in Chapter 5 and 6. ANNEX TO ITEM 25
Appendix 1 DCMS Public Libraries Planning Profile, May 2002: Milton Keynes Council
SEPARATE DOCUMENT ANNEX TO ITEM 25
Appendix 2 List of Acronyms
ACE Adult Continuing Education ASLIB Association for Information Management BBi Beds and Bucks Information BVPI Best Value Performance Indicator CILIP Chartered Institute of Library &Information Professionals CIPFA Chartered Institute CMK Central Milton Keynes COIN Community Online Information Network CPA Comprehensive Performance Appraisal DCMS Department of Culture, Media and Sport DDA Disability Discrimination Act DETR Department for Environment, Transport and the Regions DfES Department for Education and Skills DMU De Montfort University ECDL European Computer Driving Licence EYDCP Early Years Development & Childcare HESA Higher Education Statistics Agency IAG Information, Advice and Guidance ICT Information and Communication Technology INCCA Information Centre for Community Action IT Information Technology L & D Learning & Development Directorate (Milton Keynes Council) LASER London & the South East Region LIME Learning Initiative for the Minority Ethnic communities LPSA Local Public Service Agreement LSC Learning and Skills Council MK Milton Keynes MK & NB Milton Keynes & North Bucks MKCVO Milton Keynes Council Voluntary Organisation MKEP Milton Keynes Economic Partnership MOB Milton Keynes, Oxfordshire and Buckinghamshire NOF New Opportunities Fund NTL National Learning Targets NVQ National Vocational Qualification OU Open University PC Personal Computer PLS Public Library Standard PLUS Public Libraries User Satisfaction SEMLAC South East Museum, Library & Archive SME Small and Medium Enterprise SRB Single Regeneration Budget WRVS Women’s Royal Voluntary Service YETI Youth Education Technology Initiative