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1 INITIAL EQUALITY IMPACT ASSESSMENT Name of the activity being assessed Introduction of self-service technology into libraries Directorate / Department CLS&YP Service Libraries Assessment lead Kath Sutton Is this a new or existing activity? New Existing Responsible manager / director for the assessment Martin Eden Date EIA started 17/11/2014 Implementation date of the activity 01/04/2015 SECTION 1 - ABOUT YOUR ACTIVITY How was the need for this activity identified? What is the activity looking to achieve? What are the aims and objectives? Services currently provided (if applicable) Please outline recommendations that have been identified for implementation following a review of the activity. Type of activity In order to make the required efficiencies whilst maintaining the existing service offer, it is necessary to look at creative delivery models and the use of technology to assist with more streamlined, effective service delivery. Radio Frequency Identification (RFID) self-service in libraries enables service transformation with greater efficiency and modernisation whilst offering an enhanced customer experience and empowerment. The library management system introduced in June 2014 has an inbuilt interface which will connect with RFID systems on the market. RFID machines and an online computer booking system will be installed in all libraries along with a self-service kiosk for computer bookings, print management and cash payments at Blackburn library. Objectives for the introduction of self- service : Improving service efficiency using new technology Maintaining the existing service offer Implementing new ways of working with local communities, individuals and groups Freeing staff time from transactional operations to customer support Improved customer service and satisfaction Improved stock security at all service points Self-service has only ever been available at Blackburn library and the former self-service (issue only) system had become obsolete and was discontinued when the machines failed to function. The current security systems (2 separate suppliers) are also obsolete and only at 3 of the 5 library sites. Currently the library service manages its stock using barcode technology that is reliant on staff/customer intervention on every single item being issued or returned. This means that a customer wanting to borrow 10 items would need 10 separate interventions on issue and 10 on their return. As such it is time consuming and ties staff to the service desk. Introduction of self-service RFID system and internet booking system across all libraries and self-service kiosk to Blackburn library, which would enable more streamlined staffing, help maintain the service offer, and can facilitate more use of volunteers, increasing their involvement in day to day operations. It would also improve stock security as the system can identify specific titles without the need for staff to ask for bags to be checked, hence reducing the chance of challenging situations arising. Budget changes Change to existing activity Decommissioning Commissioning New activity Other [please state here] Version 2.0 1

2 SECTION 2 - UNDERSTANDING YOUR CUSTOMER Who else will be involved in undertaking the equality analysis and impact assessment? Please identify additional sources of information you have used to complete the EIA, e.g. reports; journals; legislation etc. Adele Karwat Principal librarian: customer services Jean Gabbatt Principal librarian: literacy development, learning and stock Geraldine Wilson - Senior librarian: literacy development Majid Butt Library officer: digital services Rizwana Zaahid Governance and performance manager Census data: Who are you consulting with? How are you consulting with them? (Please insert any information around surveys and consultations undertaken) Other library authorities who use RFID within the Association of Greater Manchester Authorities (AGMA) RFID suppliers where relevant RFID specialist adviser and relevant RFID documents/studies Library customers and the general public public meetings convened at each community library for early January 2015 to discuss future operational models. RFID self-service implementation planned for March/April Who does the activity impact upon? Does the activity impact positively or negatively on any of the protected characteristics as stated within the Equality Act (2010)? Service users Yes No Indirectly Members of staff Yes No Indirectly General public Yes No Indirectly Carers or families Yes No Indirectly Partner organisations Yes No Indirectly Positive impact Negative impact Don t know Age Race Age Race Age Race Disability Religion or belief Disability Religion or belief Disability Religion or belief Gender reassignment Sex Gender reassignment Sex Gender reassignment Sex Marriage & Civil Partnership Sexual orientation Marriage & Civil Partnership Sexual orientation Marriage & Civil Partnership Sexual orientation Pregnancy & maternity Pregnancy & maternity Pregnancy & maternity Version 2.0 2

3 Does the activity contribute towards meeting the Equality Act s general Public Sector Equality Duties? Refer to p.2 of the guidance DUTY Eliminate unlawful discrimination, harassment and victimisation and other conduct prohibited by the Act (i.e. the activity removes or minimises disadvantages suffered by people due to their protected characteristic) Advance equality of opportunity between those who share a protected characteristic and those who do not (i.e. the activity takes steps to meet the needs of people from protected groups where these are different from the needs of other people) DOES IT CONTRIBUTE? Yes Yes No No EXPLAIN HOW Speedier service will result in shorter waiting times and fewer queues. Privacy for all users will be protected as transactions are undertaken by the individual user with no staff intervention, and details disappear from screens once a transaction has been completed. Safeguarding/misuse of tickets RFID via the Library Management System (LMS) interface can be programmed to prevent children borrowing unsuitable items or prevent misuse of tickets reported lost or stolen. Self-service will protect opening hours in libraries as fewer staff are needed A variety of language selection on the kiosk interface based on the nationality demographic of people joining the library service at that library. Users can select their appropriate language. Enhanced privacy for anyone with a hearing impairment or communication difficulties as staff interventions are not required. Use of pictorial/audio instructions to demonstrate how to use the self-service machines may also assist people with hearing or visual impairments. Foster good relations between people who share a protected characteristic and those who do not (i.e. the function encourages people from protected groups to participate in public life or in other activities where their participation is disproportionately low) Yes No A variety of language selection on the kiosk interface based on the nationality demographic of people joining the library service at that library. Users can select their appropriate language ASSESSMENT Is a full EIA required? Yes No Please explain how you have reached your conclusion (A lack of negative impacts must be justified with evidence and clear reasons, highlight how the activity negates or mitigates any possible negative impacts) Whilst the introduction of self-service will transform service delivery for all customers, help to maintain existing service offers, enhance customer privacy and improve stock management, it is possible that some customers will need assistance using the technology in the initial period. There may some initial reluctance of customers to use the new technology but staff will encourage engagement by floor walking, supporting customers and assisting with stock searches. A phased reduction in staff levels will accommodate this transition by ensuring that customers are supported in using the machines for a period of time after they go live to ensure customer confidence in their use. *If*If no impact is identified on any of the protected characteristics a full EIA may not be required. Please contact your departmental Corporate Equality & Diversity representative for further information. Version 2.0 3

4 FULL EQUALITY IMPACT ASSESSMENT SECTION 3 ANALYSIS OF IMPACT Does the activity have the potential to: - Have a positive impact (benefit) on any of the groups? - Have a negative impact/exclude/discriminate against any group? - Have a disproportionate impact on any of the groups? Explain how this was identified through evidence/consultation. Any negative impacts that are identified within the analysis need to be captured within the action plan in Section 2 N.B. Marriage & Civil Partnership is only a protected characteristic in terms of work-related activities and NOT service provision Characteristic Positive Negative Don t know Age Disability Reasons for positive and/or negative impact Please include all the evidence you have considered as part of your analysis Positive All customers will benefit from the improved functionality of the self-service machines and the more accurate stock management information that RFID provides Staff will be freed up from issuing and discharging transactions to offer a more supportive service in terms of digital skills, complex information needs and community history guidance Machines will ensure that only material appropriate to borrower category may be loaned i.e. will not allow young children to borrow inappropriate material The kiosk screen can be changed to be more user friendly for younger users Improved privacy for customer transactions Facility to book computers remotely 24/7 Machines will handle cash payments, reducing queuing time and protecting privacy Removal of bulky counters will create more space for wheelchair users, people with pushchairs etc. Negative Older users may not be confident in adapting to using the RFID machines/ self-service kiosk and may require assistance for a transitional period whilst they become accustomed to the technology All customers will benefit from the improved functionality of the self-service machines and the more accurate stock management information that RFID provides All areas of customer interaction with machines are DDA compliant and prompts are provided with pictures pertinent to each machine. The 19 inch touch screen interface is simple and intuitive to use Staff will be able to offer a more supportive service in terms of digital skills, complex information needs and community history guidance Improved privacy for customers with hearing impairments Version Action No /1.2

5 Machines offer users a choice of interface for those with visual impairments Removal of bulky counters will create more space for wheelchair users to move around the library The machines are fully compliant with Disability Discrimination Act (DDA), American Disability Act (ADA), relevant European Union directives (CE) and comply with safety standards for new technology set by global safety science organisation Underwriters Laboratories Machines will handle cash payments, reducing queuing time and protecting privacy Location and spacing around the security gate addressing stock theft and RFID machines will take account of accessibility for wheelchair users. Gender reassignment Marriage & Civil Partnership N/A Pregnancy & Maternity A variety of language selection on the kiosk interface based on local demographics (52 Race different languages available. Census data will be used to identify the 5 most commonly used languages in Blackburn with Darwen and the machines programmed accordingly). Users can 1.1/1.2 select the most appropriate language offered. Religion or Belief Sex Sexual orientation Vulnerable Groups Deprived Communities Carers The benefits of RFID and the facility to book a PC via the internet will be spread across all libraries in the borough, giving uniform access to those who only use the smaller community libraries. Other [please state] Version 2.0 5

6 Introducing RFID technology across the whole service will give users of the smaller community libraries the same benefits as those using the Central library, providing an equitable offer across the borough. It also facilitates volunteers who may help in the running of the service. Does the activity raise any issues for community cohesion? Does the activity contribute positively towards community cohesion? If other services co-locate in library premises there is the potential to develop further as vibrant community hubs, keeping services at a local level, increasing accessibility and encouraging a feeling of belonging. Improved stock management should ensure that stock at each library closely mirrors the needs of that community, fostering enhanced levels of residents satisfaction with their area. RFID will also facilitate verification of new stock ordered, with automatic updates to the library management system, ensuring rapid location of individual titles and speedy deployment to community libraries. Libraries already work with volunteers and will continue to seek out new opportunities to engage with communities to enhance the service offer. Does the activity raise any issues in relation to human rights as set out in the Human Rights Act 1998? Does the activity support / aggravate existing departmental and/or corporate risk? No Is the activity on the departmental risk register? If it is not, should it be? It supports the mitigation of several of the risks related to unnecessary retention of personal information, system efficiency and customer satisfaction listed on the departmental risk register but may aggravate the risks relating to system efficiency and customer satisfaction if the technology fails. A back up system will be put in place. CONCLUSIONS OF THE ANALYSIS Action following completion of the impact assessment It is important that the correct option is chosen depending on the findings of the analysis. The action plan must be completed as required. No major change in the activity Adjust activity Continue with activity Stop and reconsider activity Please explain how you have reached your conclusion Introduction of self- service technology will enable the library service to maintain current service levels with reduced staffing as mundane, operational transactions will be managed by machines, freeing up available staff to offer support for customer needs. Version 2.0 6

7 SECTION 4 ACTION PLAN Action No. 1 What is the negative / adverse impact identified? Customers may need assistance in using the RFID machines and self-service ICAM kiosk in the initial period Actions required to reduce / mitigate / eliminate the negative impact 1.1 Staff to be timetabled to assist customers to use the technology for a transitional period 1.2 Provide clear instructions for users accessing the system from their home Resources required Responsible officer(s) Target completion date Existing resources Adele Karwat May 2015 MONITORING AND REVIEW The responsibility for establishing and maintaining the monitoring arrangements of the EIA action plan lies with the service completing the EIA. These arrangements should be built into the performance management framework. Monitoring arrangements for the completion of EIAs will be undertaken by the Corporate Equality & Diversity Group and the oversight of the action plans will be undertaken by the Management Accountability Framework. e.g. via Service Management Team; Service Leadership Team; Programme Area Meetings If applicable, where will the EIA Action Plan be monitored? Via Library Management Team How often will the EIA Action Plan be reviewed? When will the EIA be reviewed? Who is responsible for carrying out this review? e.g. quarterly as part of the MAF process Will be reviewed quarterly through the Management Accountability Framework process It should be reviewed at least every 3 years to meet legislative requirements 2016 Library Management Team Version 2.0 7

8 SIGN-OFF SIGNATURE OF EIA LEAD OFFICER DATE COMPLETED 22/12/2014 SIGNATURE OF HEAD OF SERVICE / DIRECTOR DATE SIGNED 12/01/2015 This signature signifies the acceptance of the responsibility and ownership of the EIA and the associated Action Plan (if applicable) Version 2.0 8

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