That the Hamilton Public Library Board approves the conclusion of the pilot phase of the Rural Service Model at Freelton and the adoption of this extended access model as an established rural service model. Current service at Freelton will continue unchanged.

That library staff are directed to consider and recommend additional locations for the rural service model as part of future Service Hours planning.

That the Hamilton Public Library Board is committed to sustainably maintaining and enhancing library service in rural branches. The Library Board is committed to ensuring this model is not used to reduce overall staffing at rural branches.

The rural service model is a cost effective way to provide the community with additional access to library service. The rural service model requires that a branch have appropriate infrastructure and equipment eg security gates, a self check unit, a video phone, entry software (open+), cameras, secure staff space. For the Freelton pilot the Board approved funds up to $35,000.00 for implementation. Expenditures for the project were $12,000.00. By partnering with Bibliotheca to bring this technology to Canada we were able to keep costs low.

Freelton staffed hours have increased from 17 to 24 hours per week. Each day the branch is open, staff are on-site for core service hours.  Remote staff support (currently located at Central) provides the balance of staffing.

Steps to mitigate risk included pre-registering library customers. A higher level of accountability was established by having customers agree to the terms and conditions of use.

Approved as a pilot concept in March 2017, the rural service model was intended to address a significant service gap.  The intent was to transform the Return on Investment (ROI) for rural branches, by both improving service to rural communities and preventing future closures or consolidations. Freelton was selected as the pilot location.

In order to manage overall resources, Freelton, like many rural branches was open limited hours, 17 per week, which was insufficient for the community and left valuable collections, computers and space unused for many hours of the day. The extended hours pilot increased Freelton hours to 60 hours per week with service provided by a combination of on-site staff and remote staff. When local staff is not available a video phone is provided to allow Central staff to easily provide support for Freelton customers.

Several steps including extensive communication were taken to ensure the implementation went smoothly. The Freelton branch required updates to its space and equipment.  Staff worked with Bibliotheca to install the open+ system and improve security. Staff also spent several weeks introducing the concept to library customers, answering questions and developing the pre-registration process.  Managers and staff were also introduced to the concept as it was a new service model for HPL. Once everything was in place, the community was urged to pre-register for the new service and use their library card to gain access. The branch is now open to registered customers Monday to Thursday 9-8, Friday 9-5 and Saturday 9-5. Core staff hours are Monday and Wednesday 3:30-8, Tuesday and Thursday 1:30-5, Friday 10-2, Saturday 1-5.

Since the new hours were introduced in October 2017 usage of the branch has been increasing and the new hours are supporting more community needs. Compared to the overall system Freelton usage over the same period has increased by 19%. Gate counts are up 52% and computer usage is up by 40%. Over one third of branch visitors come during the extended hours. Customers visit to pick up their holds, return and borrow, use the computers and wifi and enjoy the children’s area.

During the same period, other than a couple of service interruptions due to a power outage and a community-wide fiber failure, there have been no incidents and very few requests for remote phone support.