{"id":26515,"date":"2020-04-24T12:14:58","date_gmt":"2020-04-24T12:14:58","guid":{"rendered":"https:\/\/bibliodev.local\/peterborough-city-council\/"},"modified":"2025-04-28T21:21:08","modified_gmt":"2025-04-28T21:21:08","slug":"customer-story-peterborough-city-council","status":"publish","type":"post","link":"https:\/\/www.bibliotheca.com\/en-gb\/customer-story-peterborough-city-council\/","title":{"rendered":"In Peterborough, Libraries Stay Open and Thrive Despite Budget Cuts"},"content":{"rendered":"\t\t
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\n\t\t\t\t\t\tLibrary Stories<\/a>Blog<\/a>Library Technology<\/a>\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\tIn Peterborough, Libraries Stay Open and Thrive Despite Budget Cuts\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Faced with budget cuts, Peterborough City Council needed a way to not only keep libraries open, but also extend hours to meet community demand.<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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The Council installed open+ access at two library branches to offer customers access to library spaces and collections during unstaffed hours.<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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Open access to the library has been so popular (with as many as 250 people using it per day) that it has now been implemented in four branches, with implementation at all other branches on the way.<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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Peterborough City Council implements open+ access throughout its library network<\/strong>
\nPublished: April 2020<\/p>\n

Peterborough is one of the fastest growing cities in the UK. The City Council\u2019s library network, which is run by the independent trust Vivacity, currently comprises 10 libraries and a mobile service across the city centre and rural areas. This story is about how Peterborough City Council overcame the challenge of budget cuts and avoided library closures with the implementation of open+ access.<\/a><\/p>\n

Peterborough\u2019s Challenge<\/strong><\/p>\n

Peterborough\u2019s residents truly value their local libraries: aside from borrowing items, they also use them as a community meeting place, an environment for learning and education, for computer and internet access, and to participate in group activities such as Knit and Natter, Rhymetime and Storytime. With such a growth of usage, the Council felt it was important to evolve the library service for the future.<\/p>\n

Following significant expenditure cuts, a review of the library service began in 2014, which led to a public consultation to understand how residents use, or would like to use, libraries. We spoke to Lisa Roberts, Strategic Client Manager: Culture and Leisure, about the inevitable need for library transformation.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\u201cThe way our patrons use the library is changing: 90% of book loans are now completed through self-service kiosks, and staff now focus their time supporting people with more specific enquiries,\u201d explained Lisa. \u201cThe public consultation revealed that the most valued aspects of libraries are the ability to borrow books, access to information and location. In addition, when asked \u2018What would make you use your library more?\u2019 75% of respondents stated that access outside of normal opening hours was important.\u201d<\/p>\n

The Council was passionate about finding a library model for the future whereby it would not have to compromise on service access and choice. Lisa recalls, \u201cWe spoke to Bibliotheca about\u00a0open+ access<\/a>\u00a0and thought \u2018This is something new and we\u2019d like to explore it as different way forward.\u2019\u201d After considering the more extreme alternatives, which all would have resulted in leaving local library users at a disadvantage, they were discounted in favour of open+ access. This option allowed all branches to remain open through a combination of staffed and\u00a0extended self-service hours<\/a>, including new Saturday opening hours, whilst still operating within budget constraints.<\/p>\n

Bibliotheca\u2019s Solution<\/b><\/p>\n

With open+ access, libraries can decide the days and hours they open for their communities to supplement access outside of the times when staff and volunteers are present. \u201cThe system is really easy, it\u2019s an extension of our current RFID system. With so many of our patrons already accustomed to using self-service, accessing the library by simply scanning their library card and entering their usual pin number at the external access control panel was easy enough for them to adapt to straight away,\u201d stated Lisa. \u201cUsers can come in, use the building, do what they need to do and then leave, or if they need staff assistance they can visit during staffed hours.\u201d<\/p>\n

In addition to managing opening hours and accessibility, open+ access can be configured to control other elements of the library such as lights, public announcements, PCs, self-service kiosks and a full CCTV surveillance system for a safe environment.<\/p>\n

We asked Lisa about the Council\u2019s decision process and its concerns prior to implementing the solution: \u201cWe saw\u00a0open+ access\u00a0<\/a>in action in Leeds, and we were pleased to see how easy it was to use. We were reassured that the staff and patrons had not encountered any issues, and that the library had not suffered any damage at all.\u201d<\/p>\n

Naturally, such an innovative way of managing libraries did not come without reservations. Stakeholders\u2019 main concern was the issue of safety and the \u2018what if?\u2019 worst case scenarios that inevitably come to mind when contemplating public access in an unsupervised building. However, the reassurance of comprehensive risk assessments; consulting with the Safety Advisory Board; and the peace of mind that comes from the solution being a proven success in other libraries across the country and overseas helped to alleviate some of those concerns. The Council\u2019s Health and Safety Team approved\u00a0open+ access<\/a>, but a decision was made to not allow access to children under 16 unless accompanied by an adult during unstaffed hours.<\/p>\n

\u201cCustomers have found it really easy. They are grateful that we have managed to keep our libraries open and for longer, and people are using them!\u201d
\nLisa Roberts, Strategic Client Manager: Culture and Leisure at Peterborough City Council<\/p>\n

The Council decided to pilot the solution in its busiest branch, Central Library, and in one of the smaller branches, Dogsthorpe. All of the City\u2019s Councillors and library users were encouraged to try it out, invited to opt in for open+ access, and were given an induction that covered information about the emergency procedures when using the facilities independently.<\/p>\n

Results<\/b><\/p>\n

Lisa was delighted to summarise the solution as, \u201cgiving library users everything they asked for,\u201d and explained, \u201copen+ access<\/a>\u00a0has been really well received by our cabinet members, with cross-party support. The solution has allowed us to make the required saving, keep all of our libraries open, future-proof our service for the next 5-10 years, and extend opening hours by almost 50% across all sites.\u201d<\/p>\n

\u201cWith so many of our patrons already accustomed to using self-service, accessing the library by simply scanning their library card and entering their usual pin number at the external access control panel was easy enough for them to adapt to straight away.\u201d<\/p>\n

Since the initial implementation, over 1,000 members have opted in, with a peak usage of 250 open+ access users at Central Library in one day. Lisa was pleased to report no major issues: \u201cThe only slight problem we have encountered is accidental tailgating. Central Library is very popular and there are often queues of people waiting to get in. With open+ access members having earlier access, patrons who had not yet opted in assumed that the library was open and wanted to follow them in. We noticed this during the early stages of the pilot, and used it as an opportunity to encourage more members to sign up.\u201d<\/p>\n

To date, open+ access is operational in four of the city\u2019s library sites, with the remaining installations due to be completed this summer. Lisa was thrilled to report positive feedback: \u201cCustomers have found it really easy! They are grateful that we have managed to keep our libraries open and for longer, and people are using them. The library is more alive now than it ever was before, with groups independently using the space. They are not restricted, and they appreciate the choice that the new system offers.\u201d The library service now looks forward to widening community use to create multi-user sites.<\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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\u201cCustomers have found it really easy. They are grateful that we have managed to keep our libraries open and for longer, and people are using them!\"<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t

\n\t\t\t\t\t\t\t\tLisa Roberts<\/span>Strategic Client Manager, Peterborough City Council<\/span><\/cite>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t
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\u201cWith so many of our patrons already accustomed to using self-service, accessing the library by simply scanning their library card and entering their usual pin number at the external access control panel was easy enough for them to adapt to straight away.\"<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t

\n\t\t\t\t\t\t\t\tLisa Roberts<\/span>Strategic Client Manager, Peterborough City Council<\/span><\/cite>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t
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Saving libraries and extending hours with open+ access. Read more.<\/p>\n","protected":false},"author":27,"featured_media":24187,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[310,198,331],"tags":[],"class_list":["post-26515","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-library-stories","category-blog","category-library-technology"],"_links":{"self":[{"href":"https:\/\/www.bibliotheca.com\/en-gb\/wp-json\/wp\/v2\/posts\/26515","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.bibliotheca.com\/en-gb\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.bibliotheca.com\/en-gb\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.bibliotheca.com\/en-gb\/wp-json\/wp\/v2\/users\/27"}],"replies":[{"embeddable":true,"href":"https:\/\/www.bibliotheca.com\/en-gb\/wp-json\/wp\/v2\/comments?post=26515"}],"version-history":[{"count":0,"href":"https:\/\/www.bibliotheca.com\/en-gb\/wp-json\/wp\/v2\/posts\/26515\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.bibliotheca.com\/en-gb\/wp-json\/wp\/v2\/media\/24187"}],"wp:attachment":[{"href":"https:\/\/www.bibliotheca.com\/en-gb\/wp-json\/wp\/v2\/media?parent=26515"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.bibliotheca.com\/en-gb\/wp-json\/wp\/v2\/categories?post=26515"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.bibliotheca.com\/en-gb\/wp-json\/wp\/v2\/tags?post=26515"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}