Councillors have approved proposals that will integrate customer service and library functions in Kirklees.
Kirklees Libraries buildings
Kirklees Libraries currently operates from 24 locations across the borough in buildings that are stand-alone libraries or buildings where they are co-located with other services such as Children’s Centres or a Post Office. Some libraries are in buildings that are owned by other organisations, often because of a community asset transfer.
Customer Service Centres
The council also operates two Customer Service Centres in Huddersfield and Dewsbury. Both have seen reductions in face to face enquires since the centres were formed in 2013 as part of the council’s ongoing digital channel shift programme and have not returned to pre pandemic levels.
What will change?
Today (20 Feb) councillors approved plans that would integrate customer service functions with libraries offering a more holistic service for residents. It means people will still be able to access customer service support at a place near them i.e. their local library, rather than travelling to one of the Customer Service Centres.
What support will be available?
Digital and telephony support including access to IT and Wi-Fi will still be available to ensure residents can access the support they need including those people who are not digitally literate. The plans ensure support for elderly and vulnerable residents will still get help to complete forms for example and use a Warm Space to come together with friends for a cuppa.
Access to Services
The plans align with the council’s Access to Services strategy and the change was already started last year when Huddersfield Library team moved into the Customer Service Centre. This is a temporary measure pending the building of the new library and offers an integrated service to people needing support, information, and access to library services. The Dewsbury Customer Services team has temporarily moved into Dewsbury Library due to maintenance works at the Walsh Building.
Community Managed Libraries
Councillors also approved for talks with partners to commence regarding the feasibility of transferring some libraries into a community managed model or arrangement. The outcome of the feasibility discussions would return to cabinet for a final decision to proceed with a Community Managed Library approach.
Councillor Paul Davies, Deputy Leader and Cabinet Member for Corporate said:
“We have an ambitious Access to Services strategy that centres on removing barriers and enabling people to get support when and where they need it. We also have a fantastic library service in Kirklees that goes above and beyond to support our communities but there is only so much that can be done with limited resources.
“We have already seen success in Huddersfield and Dewsbury with the co-location of both services. By introducing a customer service function to libraries and allowing some libraries to become community managed, we can offer residents a greater role and say in how their library is run and this can only add to the strength of the local community.”