Executive summary of Library and one stop shop service consultation report Background Cornwall Council, like other local authorities, has to find substantial budget savings and further Government funding cuts have resulted in a required saving of £1.8 million from the Libraries and One Stop Shop £4m budget. Cornwall Council consulted, between 1 April and 10 June 2015, with stakeholders and the public on their views for how the future Library and One Stop Shop service could be delivered in the face of budget savings equating to approximately 40% over the next two years. The consultation and engagement programme aimed to provide the opportunity for everyone to comment on options and voice their concerns, views and ideas for future delivery of library and one stop shop services. The consultation responses have informed the recommendation for a preferred option for the running of library and one stop shop services. Two service models were outlined for consultees to consider and everyone was also encouraged to propose other models of service delivery identified within the report as model X. Model A: Transfer or ‘devolve’ the operation of libraries to other interested parties e.g. to a Town/Parish Council or community organisation Model B: Alternative whole service model e.g. transfer the operation of libraries to a trust, commercial organisation, or social enterprise, or through outsourcing A business case form was available on the Councils website and in hard copy for those groups and organisations interested in devolved service delivery models (Model A). A soft market test was undertaken and a notice was published on tendersincornwall.co.uk and Contracts Finder for companies or groups interested in the delivery of a whole service model (Model B). Other ideas and suggestions, that did not fall within the two proposed models, were captured through partner and public consultation events. Consultation approach/results The 10 week consultation programme consisted of: • Questionnaire available on the Council’s website and in Libraries/One Stop Shops for any service user/non user to complete; • Printed Questionnaire available upon request by email, telephone or at any library and one stop shop site, at drop in sessions and stakeholders workshops • Drop in sessions for library users and visitors and other members of the public • Workshops with stakeholders such as town and parish councils, local businesses, local organisations, friends of the libraries and staff members • Library and One stop Shop stand at the Royal Cornwall Show • Press releases issued and communications to Town/Parish Council, stakeholders and members of staff • Communications via email sent to all the stakeholders with invitations and consultation updates 2,917 respondents completed the consultation questionnaire during the 10 week period. 1,008 (34%) of these filled in paper questionnaires. The full consultation results and comments, found as Appendices in the PAC report, can be viewed on the Council’s website: www.cornwall.gov.uk. Please see a summary of the results, rounded to nearest percent, in the table and graphic charts below: Number of respondents supporting and opposing model A and model B Support Neutral Oppose Model A 49% 13% 38% Model B 30% 16% 54% Ideas for alternative ways to deliver the service 1,372 responses were received to an open question about any other ideas for alternative ways to deliver the library and one stop shop service. All comments received are included in Appendix 2. The comments were analysed under the following categories: Category Description Number of positive responses Model A Transfer or ‘devolve’ the operation of Positive:175 libraries to other interested parties Negative:111 e.g. to a Town/Parish Council or community organisation Model B Alternative whole service model e.g. Positive:105 transfer the operation of libraries to a Negative:155 trust, commercial organisation, or social enterprise, or through outsourcing New ideas/ Respondents proposing new ideas or 653 suggestions suggestions to achieve the savings Volunteers Whether respondents support Positive:136 (positive)or don’t support (negative) Negative:80 using volunteers to deliver the service Charges Whether we should introduce charges Positive:71 for using the service (positive) or Negative:17 should the service remain free of charge(negative) Please note: because of statutory requirements we can’t charge for book lending but other activities can be charged for Digital Whether respondents support digital Positive:37 solutions and its development such as Negative:17 self-service machines, internet (positive) or oppose to it (negative) Specific sites When respondents mention or/and 74 suggest solutions for the specific sites No changes When respondents would like to 236 maintain the current status quo and don’t want any changes Miscellaneous Any other comments which would not 45 fall into the above categories Invalid Comments which relate to issues 88 beyond service’s influence Examples of Comments from Open Question 3 Model A Model B (positive) (positive) Library service should I believe that run as one operation. option A would Better to be taken over make local by a trust or university. public service Don't want to see any further deterioration in services provided or numbers of staff. Model B (negative) Think it’s crucial to continue provide the library services-a key amenity of any civilised society. I Model A (negative) am worried that transfer to other Bring all one stop shops into bodies may actually be a way of the local libraries so staff can shrugging off any responsibility for work together. Must the continued viability of this maintain a continuous link important service, and will lead to between all libraries. If closures sooner or later (probably broken up to different sooner). agencies around Cornwall it will become disjointed. Volunteers (positive) Charges (positive) If it came to a question To keep the library open - as it's of complete library very important to many people, closure or retention why not charge the small amount through increased use every time we take out books, of volunteers, I would maybe 50p. Most people I have want to support the use spoken to think this would be a of volunteers. good idea and I wouldn't mind paying at all. *legal obligation: book lending must be free to all Charges (negative) Feel it important that the library remains free to the user. New ideas Support a central community Specific sites 'hub' that performs several The present site of the library functions, one- stop, library, in Launceston has a very coffee shop, community space, limited parking space. If it source of local information. could be incorporated or shared with somewhere nearer the centre of the town/multi-storey car park/on flatter ground, perhaps it would be used more by the general public. Volunteers (negative) The use of volunteers is a very bad idea. You will waste time and money in training, speaking from experience of managing volunteers. Life is very difficult No changes for managers targets are rarely You cannot cut library services met because they are not subject any more!! Please please keep to contract and can therefore do them as they are.....our children what they like. Overall the so enjoy coming in and getting service will decline and turnover books and it is vital for their of staff will be high. education. They also all love doing the summer reading challenge. If have to do anything Digital (negative) My only concern is that libraries are not closed - Miscellaneous I'm not sure which option I would they are vital to our society and both the education of support. All I know is that I would support whichever option is most likely the young and the lifestyle of the elderly. i strongly to result in the library continuing to be available to all and run by people who oppose replacing both books and people with are passionate and committed. And who are paid to do their job. computers. Digital (positive) It could be a national service funded and managed by a government department such as education. Also consider an on-line service with a good browser facility and a delivery service such as that offered by supermarkets, possibly provided by the Post Office. Returns could be to drop-off points such as a local Post Office. Overview of responses: • 94% of respondents were members of the library service and have used a service within the past 12 months • 48% of these use or visit a library once a week, and 34% about once a month • 66% of respondents were female, 34% male • 51% of respondents were over 60 whilst 3% were under 30 • 16% of respondents considered themselves to have a disability • 92 % of respondents use the library to borrow a book, 45% browse or read, 40% for general information, 32% carry out research, 29% use a photocopier/printer, 28% use a computer, 28% to use One Stop Shop / Council information, 24% hire a DVD/CD, 24% read a newspaper and 18% to have contact with a person / people • 42% of respondents made a suggestion relating to the way in which the service could be improved • What would respondents improve in the library and One Stop Shop service? All comments are included in Appendix 3. Category Number of responses Opening hours 392 Suggestions 251 Stock 133 Facilities 86 Staff and staffing 66 Events and Activities 58 Remain the same 25 Invalid 40 Workshops with stakeholders Over 100 attendees, including town and parish councils, local businesses and voluntary sector organisations and library and one stop shop staff, attended stakeholder workshops in the following locations: • Penzance Library • Truro Community Library • St Austell – Penwinnick Offices • Camborne – Dolcoath Offices • Liskeard Library • Launceston Library • Falmouth Library • Looe Library and One Stop Shop • Bude Library and One Stop Shop Sessions were arranged so attendees could take part in group exercises.