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G2S Project Code: 2021-NC-88192
State: North Carolina
Fiscal Year: 2021
Grantee
ROCKINGHAM COUNTY PUBLIC LIBRARY

Project Director
Director Name: Rebecca Smith
Director Phone: 336-623-3168
Director Email: rsmith@co.rockingham.nc.us
General Information
Title: Patron Self-Service
State Project Code: NC-21-35
Start Date: 07/01/2021
End Date: 12/30/2022
Abstract: Rockingham County Public Libraries acquired self-service kiosks for checking out library material, RFID tags, coin and bill acceptors that connected to our copy machines, computer management software, copy/payment management software and mobile printing software. Our target audience for the grant was library users of all ages who take advantage of the services provided at our branches. Purchasing and setting up the new equipment and implementing so many new services took longer than we originally predicted. We anticipate that the self-service equipment and software will allow library users to fulfill many of their needs with less reliance on library staff. The additional staff time freed up by the self-service equipment will allow staff to focus more time on library users who need more assistance and provide more time for planning and implementing library programming.

State Goal: Strengthening Capacity
Budget Information
LSTA
MATCH-State
MATCH-Other
Total
$79,678.00
$0.00
$19,553.68
$99,231.68
Intent(s)
Improve library operations.
Library Infrastructure & Capacity
Systems & Technologies
Activities
Activity Details
Title: Patron Self Service
Narrative:

The library purchased an X11 circulation kiosk for each of our four branches so library users would be given the option to circulate or renew items without staff assistance and pay fines themselves via cash or credit card. We also purchased reservation and print management software that was set up on all of the patron computers at our libraries. The software allows our patrons to access and check out time with their library card number, student id number or temporary pass. Coin and bill acceptors were purchased for our three largest libraries and were connected to the library’s copy machine and a desktop computer acting as a print release terminal. The terminal provided our patrons with an option to release print jobs sent from library computers and from mobile devices and pay for them with cash. In addition, eCommerce software was purchased so our library users can be given the opportunity to pay fines online with their credit cards.



Intent: Improve library operations.

Activity: Content
Mode: Acquisition
Format: Physical


Quantity
Number of hardware acquired: 107,007
Number of software acquired: 154
Number of licensed databases acquired: 0
Number of print materials (books & government documents) acquired: 0
Number of electronic materials acquired: 0
Number of audio/visual units (audio discs, talking books, other recordings) acquired: 0


Partner Information
Organization Type of Partner Organization(s):
Libraries: No
Historical Societies or Organizations: No
Museums: No
Archives: No
Cultural Heritage Organization Multi-type: No
Preschools: No
Schools: No
Adult Education: No
Human Service Organizations: No
Other: No


Legal Type of Partner Organization(s):
Federal Government: No
State Government: No
Local Government (excluding school districts): No
School District: No
Non-Profit: No
Private Sector: No
Tribe/Native Hawaiian Organization: No


Beneficiaries
Is the activity directed at the library workforce: No
For a targeted group or for the general population: General


Locale
Is the activity state-wide: No
Specific Locations: Yes
Name: Eden Library
Address: 98 S. Pierce Street
City: Eden
State: NC
Zip: 27288
Name: Madison-Mayodan Library
Address: 611 Burton Street
City: Madison
State: NC
Zip: 27025
Name: Reidsville Library
Address: 204 W. Morehead Street
City: Reidsville
State: NC
Zip: 27320
Name: Stoneville Library 201 E. Main Street
Address: 201 E. Main Street
City: Stoneville
State: NC
Zip: 27048
Project Outcomes
Project Outcomes
List any important outcomes or findings not previously reported:
Unfortunately, due to unforeseen circumstances, the set up of the self-service equipment and software took longer than we originally expected. In our original time-line we thought we would have our hardware and software set up by the end of November 2021. The first obstacle we ran into was getting Envisionware and Paymentus to communicate with each other and our county’s IT department. Rockingham County currently has a contract with Paymentus to process credit card transactions for the Tax department, and Register of Deeds. When the library requested funds to purchase software and hardware that would allow our patrons to pay their fines via self-service kiosks and the library website we were given a green light but told we needed to work with Paymentus. It took months for Paymentus and Envisionware to figure out what they needed to do to work together.
Please briefly describe the importance of these outcomes and findings for future program planning:
We hope that the utilization of the self-service equipment by library patrons will allow library staff more time to plan and implement new programming, especially for our Teen patrons. The front desk will still be staffed with at least one staff member at all times to provide aid if needed. However, the addition of the equipment gives our staff members more time to implement more programs and provide more comprehensive assistance to our library users at times when the library is not as fully staffed. If a line forms at the desk and there aren’t as many library workers available to help because they are executing a library program or providing computer assistance, our patrons now have the option of skipping the wait and checking their items out themselves via our X-11 kiosks, releasing their own print jobs, or making their own copies.
Explain one or two of the most significant lessons learned for others wanting to adopt any facets of this project:
The most significant lesson we learned from this project is that we should have worked more with the IT department at the beginning of the grant process. We knew before writing the grant that the library wanted to integrate more self-service options for our library users. We had a decent idea of how some of that equipment would work and knew which venders were known for selling the equipment and software we wanted to purchase. What we didn’t know we needed to know when shopping around for the best deal for our library was what questions we needed to ask about how the equipment and software would be installed and how long that process would take. We also learned that it is difficult on both library users and staff to introduce several new services at once. It might have been easier if we introduced the project to our libraries in stages instead of all at one time.
Do you anticipate continuing this project after the current reporting period ends:
No
Do you anticipate any change in level of effort in managing this project:
No
Explain:

Do you anticipate changing the types of activities and objectives addressed by the project:
No
Explain:

Was an evaluation conducted for this project:
No
Was a final written evaluation report produced:
No
Can the final written evaluation report be shared publicly on the IMLS website:
No
Was the evaluation conducted by project staff (either SLAA or local library) or by a third-party evaluator:
Third-Party
What data collection tools were used for any report outcomes and outputs:
Did you collect any media for the data:
What types of methods were used to analyze collected data:
Other:
How were participants (or items) selected:
What type of research design did you use to compare the value for any reported output or outcome:
Exemplary: No
Exemplary Narrative
Project Tags: RFID, User Experience