By Marvin Crisp
Founder and Owner of D-Tech International

As the founder and CEO of D-Tech, I’m always looking at ways we can improve our products and services. This is why I wanted to conduct a customer insights survey – who better to have a say about the future of library technology than librarians themselves?

Firstly, I would like to say a big THANK YOU to our customers who participated. You were more than generous with your time, insights and ideas. We received detailed answers from nearly seventy library professionals around the world. This has helped hugely in providing a picture of the impact of library technology now, and where it needs to be.

I wanted to share our key findings from both public and academic library sectors, so I’ll break it down.

Public libraries, which serve as critical community hubs, are seeing a notable shift towards providing more flexible access to services. It’s no surprise that self-service has improved access and efficiencies, as reported by the 79% respondents who have implemented self-service library technology. However, the survey also revealed a significant demand for 24/7 access to materials. In fact, 63% reported this as the most important feature of library smart lockers, which essentially enable libraries to extend their opening hours.

The benefits of this shift are significant. Smart lockers provide around-the-clock access to books and other library materials, enabling users to pick up and return items whenever it suits them. This is particularly important for those who may not be able to visit during regular hours due to work or family commitments. In fact, 54% of respondents favoured the idea of remote smart locker solutions for even greater accessibility.

Notably, the recent Platinum Distinction we were awarded in the 2025 Modern Library Awards for our SMART Hold lockers was a direct reflection of the feedback from librarians who use the product every day, with many noting how well the lockers have been received by the community. The SMART Hold lockers have also proven to be durable and adaptable, with one judge reporting that the lockers withstood Florida’s extreme humidity without issue. We have shared further successes of our SMART Hold through our case studies: Round Rock Library Case Study, Glenridge Library Case Study, and Hoboken Library Case Study.

The notion of 24/7 access also reflects a broader movement in ensuring libraries are accessible to all, with 76% of respondents prioritising inclusivity and accessibility within their services.

For those who said they would like their self-service machines to be height-adjustable, you’ll be interested to know we recently updated our serveIT TOLKIEN and serveIT S-PIRE range with an adjustable screen height.

The survey also highlights that patrons increasingly expect libraries to offer not just physical books, but a wider range of items from DIY tools to kitchen appliances and camping equipment. This has become known as The Library of Things initiative, which has become part of the consideration when installing self-service technology. In fact, 60% of respondents ranked multiple locker sizes as one of the most important features of a smart locker to hold various items.

Unsurprisingly, the findings also revealed that community engagement is a crucial aspect of public library services. As librarians focus more on creating meaningful interactions with library users, self-service technology has proved to support their efforts. 63% of respondents say their self-service technology has streamlined check-out and return processes. Over half say it has reduced wait times for library users and 31% say it has increased staff time for direct patron interaction.

On the academic side, libraries are increasingly focused on supporting students’ learning experiences through the integration of technology. Of the 43% survey respondents representing academic institutions, over half used self-service technology and 28% identified accessibility as a top reason for its use. Furthermore, self-service is increasingly being used to provide greater access to digital resources and devices.

Many academic libraries are now offering smart lockers with charging capabilities to support their laptop loan services, allowing students to borrow laptops and other devices for fairer access to digital resources.

Smart lockers, offering students around-the-clock collection and returns, have also been used to give access to library resources outside of opening hours, and even from a more accessible location on campus.

Notably, our qualitative survey data highlighted these forms of self-service technology as a means of meeting accessibility regulations as academic libraries work to ensure equitable access for all and help to close the digital divide.

We’ve seen first-hand the difference these smart lockers can make in college and university libraries. Dr. Richard Cross, Head of Discovery and Digital Futures within Libraries and Learning Resources at Nottingham Trent University, shared some terrific insights into how our SMART Charge lockers are supporting their students and library staff.

We are certainly experiencing growing demand for our smart lockers for education, and from the feedback in our survey, there’s no sign of this slowing down. I’m pleased to say we were recently appointed as the number one contractor for Lot 3 – self-service charging lockers and Lot 4 – self-service software under the Advanced Procurement for Universities and Colleges (APUC) framework. It’s a competitive achievement and means members of APUC and affiliated bodies can contract us directly and benefit from a much more efficient route to procure these services

The insights from our survey have reinforced the idea that libraries, both public and academic, are at a pivotal point of transformation. There is a clear shift towards embracing technology to offer more flexible, accessible, and interactive services. The increasing demand for 24/7 access, the need for fairer access to digital resources, and the push to create more community-focused spaces are key themes that will continue to shape the library landscape in the years to come.

At D-Tech, we are committed to supporting libraries as they navigate these changes, ensuring that the technologies we offer are truly meeting the needs of the people they serve. By continuing to listen to feedback, reflect on the challenges libraries face, and collaborate with library professionals, we hope to play a part in shaping the future of libraries for generations to come.

Marvin Crisp
Founder & CEO, D-Tech International