bath & north east somerset

before charging
We wanted to ensure that the whole customer experience could be maintained and improved.  The Peoples Network meant our libraries were very busy. We did a lot of research into the  process; visiting other authorities that were charging and carrying out research. We also looked at Internet cafes and what their  charges were. We found that once we had explained the reasoning behind it the majority understood and agreed.

the decision
We looked at several modules, and netloan charging was head and shoulders above the rest, especially as we already had netloan and were aware of the opportunity for integration. 

There was a long lead in time of around a year, during which time we received training from lorensbergs and the public were prepared for charging to begin.

‘charging is a very good module and the lorensbergs team are great. The system is easy to use and extremely flexible’

the benefits

• There are automatic refunds if the system goes down which has allayed the fears that staff had about charging for PC use
• Team leaders were trained and information cascaded down to staff in half an hour
• We are able to offer free time for various time periods e.g. for 15 mins, an hour, etc.
• Our working environment is more efficient and staff are able to concentrate on other projects and responsibilities. 

It’s so easy to use and the statistics have assisted in the monitoring and review of the process of charging.
   
‘The decision to charge has been successful and we now have more responsible borrowers, the atmosphere is calmer and there are no queues of people.’

‘lorensbergs are excellent; always willing to help and listen. Answers come back very quickly
offering support for the whole process not just the solution.’