Norfolk Library and Information Centre Maximise Library Offering with Self Service Solutions

Norfolk Library and Information Centre run 47 libraries across the county of Norfolk, and self-service solutions are a key part of the service provision.  

Their libraries have a strong focus on digital technology and have been operating with self-service kiosks since the early 2000s. They started to introduce a system of unattended access to libraries in 2016 and this now operates in 44 of the 47 libraries, so more than half of their working hours are self-service. Having reliable, cost-effective, and modern self-service technology and solutions is therefore crucial for in providing a sustainable service to customers.

Having installed self-service technology since the early 2000s, Norfolk Council realised that its libraries and patrons needed simple and intuitive kiosks with improved functionality and a modern appearance. However, with a limited number of resources, the library needed a cost-effective solution that fully integrated with the library and fitted its technical brief.

Paul Harrison, Electronic Library Manager in the Norfolk Council, said “With all local governments in the UK, the procurement process is rigorous and focused on delivering core functionality and value for money. D-Tech made a competitive and well thought out offer that met our needs.”

“Due to the COVID pandemic, the initial installation programme coincided exactly with the start of the national lockdown, so the kiosks had to be installed without being able to properly complete the acceptance testing. We have had good support from the technical team since the contract started and have been able to build up a good relationship with them.”

To complement the design of the library, the focus on self-service technology and the needs of its customers, we provided a mixture of our self-service kiosks, the serveIT Eyre and the serveIT Tolkien.

Both units provide enhanced user ability, improved accessibility, and the maximisation of patron engagement, allowing customers to check out library materials securely and efficiently.