Here in Manchester we've piloted a project called Libraries as Access
Points. This offers supported access to online City Council services and
has been rolled out to three of our libraries. Key elements to the project
are:

   made the buildings fit for purpose with refurbishment
   delivered a perception challenging marketing campaign
   put in place a specially designed interface (browser based) so customers
   can easily identify and reach online City Council services
   delivered a modular training course for staff

specifically in regard to your queries:

1. What level of service/range of access do you offer?

      Library staff support customers in using all Manchester City
Council's online services. We have also provided a freephone at Access
Point libraries so that those enquiries best dealt with on the phone can be
facilitated (calls are limited to outgoing, City Council numbers only)

2. Do you provide different levels of service at different sites?

      Not at the moment - all the pilot libraries went with the same
'strength' of model. However we may in future consider having an Access
Point that offers a wider range of City Council services

3. Do Library staff provide the service or other Council staff?

      Library staff, although we do have benefits advisors, for example,
offering regular sessions at Access Point libraries

4. In either case how has the introduction of the service been received
   by library staff?

      generally very well - we made sure we kept staff well informed during
the early stages of the project and also as mentioned above put in place a
modular training plan which gave staff the support and confidence to take
on the change in role

5. If Library staff, has their pay been increased as a result?

      no, there has been no increase in pay as essentially they are still
very much working as information providers/signposters

6. What has been the level of take-up by the public?

      as an indication, page views of online City Council services rose at
Wythenshawe library (which has been running as an Access Point for the
longest) are as follows

Jan - March 2004 (pre Access Point baseline) - 100
July - Sept 2004 - 2,400
Oct - Dec 2004 - 3,500

regards

Paul Wright
Libraries as Access Points Project
Project Support Officer
Central Library
St. Peter's Square
Manchester
M2 5PD

Tel: 0161 234 1947
Internal: 800 1947

Fax: 0161 234 1963
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http://www.manchester.gov.uk/libraries




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