2021-02-09 Services & Organisation Committee Meeting Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                 9 FEBRUARY 2021


4.    Changes in customer needs & expectations - 2006 to 2019

In 2006 when the current vehicle was commissioned:
    Customers living in outlying communities needed to travel longer distances to access
      library services as there was only one library branch located in Noosaville.
    Public transport was limited and telecommunications were poor.
    Smart devices were just becoming available and the demand for access to PC’s and Wi-Fi
      was high.
    Library items in the collection were predominately print-based and access to a large
      collection to browse was vital.
    The Mobile Library was used predominately to browse and borrow library items.

Key changes in customer needs and expectations over the last 15 years include:
   The opening of Cooroy Library in 2010 improving accessibility to library services to the
     hinterland communities.
   Public transport has improved and NBN/faster internet is available in full or partial form in
     all Mobile Library areas.
   Instant access to the internet via a smart device is common practice.
   Multi-media formats are flourishing, with the library collection now including a large
     collection of e-resources.
   The Mobile Library is used to browse and loan library items, seek advice from skilled library
     staff and as a community meeting point.

A Mobile Library User Survey conducted in 2018 indicated that the demand for access to library
collections has remained strong, the demand for access to onboard technology and Wi-Fi has
decreased and there is a demonstrated social element to visiting the Mobile Library.

5.    Identified Challenges with current model

A number of identified challenges with the current model of service were taken into consideration
when reviewing potential replacement options. These include:
    Ongoing difficulty in recruiting and maintaining experienced and qualified operators who
      hold both a Heavy Combination license and a strong background in library customer
      service.
    Inability to easily visit or trial other potential locations, due to the vehicle size and lack of
      versatility.
    Greater legislative requirements and responsibilities to ensure the safety of staff due to the
      reforms to the National Heavy Vehicle Register Chain of Responsibility Laws, adopted in
      2018.
    Changes in community needs and expectations since the implementation of the current
      service in 2006.
    Complexities of operationally maintaining a large vehicle that is nearing its end of life.
    Large capital outlay required to replace with a similar vehicle.
    Rapid change in demands and needs of library services requiring a more adaptable
      approach.

6.    Options for Mobile Library Service replacement

A wide range of replacement options have been explored, including: discontinuing an outreach
library service; replacing the current vehicle with a similar or smaller outreach vehicle; staff-less
library branches, library kiosks/vending machines; home library services; bulk loans of
collections; offering services through existing community facilities or a combination of any or all of
these options.


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