Agenda Item No
The Vale of Glamorgan Council
Community Liaison Committee 21st July 2010
Report of the Chief Executive
Customer Service Development at Libraries
Purpose of the Report
To provide information on "What services are available in libraries
as a result of the closure of the Vale of Glamorgan cashiers
offices in the major towns" as requested by Penarth Town
To note the contents of the report
Reason for the Recommendation
For the information of Committee.
The development of customer services in libraries and closure of
cashiers offices are separate matters.
Closure of the cashiers offices was undertaken as part of a review
of the service within the Finance Directorate.
The development of services at libraries was undertaken as part of
the Council's OneVale Programme, the aim of which is to improve
access to Council services and deliver efficiency
Relevant Issues and Options
A review of services accessed "face to face" showed a high level of
provision in some areas of the Vale of Glamorgan contrasting with
low levels of service provision in others.
Consideration of how to extend opportunities to access services
"face to face" for those customers who wished to do so resulted in
a proposal to extend services available at local libraries.
A pilot at Cowbridge Library between June and December 2009 proved
successful and a project was initiated in partnership with the
Library Service to extend the provision of customer services in all
Currently information about all Council services is available in
libraries together with the following:
Purchase of Commercial Waste bags
Purchase of Garden Waste bags
Purchase of Recycling bags
Collection of Kitchen Waste bags
Collection of Dog Fouling Bags
Ordering and collection of Household Recycling Centre Permits
Collection of Recycling Calendars
Collection of Telecare Application packs
Collection of Job Application packs
It is anticipated that the services available at libraries will
develop to reflect customer demand.
10. The schedule for
provision of these services at libraries has been as follows:
Cowbridge Library - June 2009 (as pilot)
Llantwit Major Library - February 2010
Penarth Library - February 2010
Dinas Powys Library - June 2010
St Athan Library - June 2010
Wenvoe Library - June 2010
Barry, Sully and Rhoose Libraries - to be completed by November
Resource Implications (Financial and Employment)
Legal Implications (to Include Human Rights Implications)
Crime and Disorder Implications
Equal Opportunities Implications (to include Welsh Language
14. The project delivers
additional services across 9 library sites, improving ease and
convenience of access to a wider section of the population wishing
to access Council services "face to face".
15. Corporate Plan 2010 -
2014. Action CL2 "Develop libraries in the Vale as public
contact points (2012)".
Policy Framework and Budget
16. Not applicable.
Consultation (including Ward Member Consultation)
17. None for this
Relevant Scrutiny Committee
Glamorgan Council Channel Strategy
None for this report
Tony Curliss, Operational Manager - Customer