Newcastle City Library have expanded their services to become a community hub. In addition to a full suite of library services, they host other community services like Citizens Advice, a Skills Hub, and UK Visa & Immigration Services.
“I am looking forward to seeing the kinds of changes we will make as a result of the data.”
Andrew Scrogham, Service Delivery Specialist at Newcastle City Library
With a long list of new services to deliver, the management team wanted to ensure this huge transition was as successful as possible. To ensure a successful transition from library to community hub, they needed to collate feedback from the community about the new services. Ideally they needed a way to track this feedback against key satisfaction performance indicators.
They also needed to gather evidence that funding was being well spent and was benefiting the local community, in line with the council’s targets.
After researching available solutions, they chose Ombea for the ease-of-use and powerful data management capabilities. They started by placing an Ombea ExpressPod in the library.
Newcastle City Library and Community Hub have already seen the powerful insights possible with the Ombea ExpressPod and they are now ready to unleash even more of the features to ensure they continue to deliver service improvements.
Library managers continue to review visitor satisfaction levels. The trends revealed by Ombea Insights allow managers to assess where they needed to improve services. Any issues such as staff availability or wait times are quickly identified and fixed before they become a problem.
