{"id":31356,"date":"2020-09-09T11:19:19","date_gmt":"2020-09-09T01:19:19","guid":{"rendered":"\/au\/en\/blog\/casey-cardinia-libraries-creating-endless-possibilities\/"},"modified":"2020-10-06T14:36:40","modified_gmt":"2020-10-06T04:36:40","slug":"casey-cardinia-libraries-creating-endless-possibilities","status":"publish","type":"post","link":"\/au\/en\/blog\/casey-cardinia-libraries-creating-endless-possibilities\/","title":{"rendered":"Casey Cardinia Libraries – Creating Endless Possibilities"},"content":{"rendered":"

Australia\u2019s public libraries are far more than just a place to go to read and borrow books. A shining example of what libraries can offer their community is Casey Cardinia Libraries<\/a> (CCL) in Melbourne\u2019s South East. CCL is one of Victoria\u2019s largest public library services with eight locations and a mobile library that travels around the Cardinia Shire local government area.<\/p>\n

CCL\u2019s flagship location is Bunjil Place Library<\/a>, a stunning three-level, multiple award-winning library that sets a new benchmark for public libraries in Australia. \u201cIt\u2019s not just a library, it\u2019s a shared living room,\u201d explains Daniel Lewis, CCL\u2019s General Manager, Digital Operations. Through its library services and facilities, CCL provides its 135,000 active members (who make more than 1.4 million visits annually) with access to free WiFi, computers, low-cost printing services, meeting spaces, literacy and education programs, and activities and events for both adults and children \u2013 in addition to books, CDs, DVDs, audiobooks, magazines and digital resources.<\/p>\n

CCL had been operating with a traditional hub and spoke telephony system, with physical hardware on site. The whole system failed if the main branch went down. \u201cWe had high operating and maintenance costs, very little transparency on what was happening across the system, we had to use another piece of technology for traffic shaping, and we had no remote access to fix or update anything,\u201d said Lewis.<\/p>\n

The library had deployed Microsoft Office 365 and Teams and was using this technology extensively throughout the organisation. With users on these cloud-based applications, CCL staff had a lot more flexibility to access what they needed wherever they were or whatever they were doing – however, their phones did not move with them. \u201cWe\u2019d either have to transfer calls to that person\u2019s mobile or take a message,\u201d said Lewis.<\/p>\n

RingCentral\u2019s ability to integrate with multiple applications, including Microsoft Teams, and \u2018follow the user\u2019 was a distinct advantage when CCL evaluated some alternate cloud communications systems to replace their out-of-contract telephony environment. \u201cWe didn\u2019t want our staff to suffer from an \u2018app-ocalypse\u2019 and have to learn another new system. Now, they can continue to use Microsoft Teams as the front end for all calls,\u201d said Lewis.<\/p>\n

RingCentral and CCL also developed the concept of the \u2018public phone booth\u2019, which will give library members access to a private, comfortable space with a computer and RingCentral softphone if kids need to call their parents to pick them up or members need to spend some time dealing with government services like Centrelink or the Department of Human Services.<\/p>\n

The rollout of the phone booths had to be put on hold during COVID-19, which also dramatically changed CCL\u2019s overall operations. Fortunately, the RingCentral deployment had just been completed over January and February 2020, which allowed for a very smooth transition for the library\u2019s staff to work from home, with limited staff in each of CCL\u2019s physical facilities.<\/p>\n

To make sure the community still had access to a range of services including CCL\u2019s digital library, deliveries of books and DVDs, and the opportunity to borrow a PC, laptop or tablet, CCL moved quickly to institute a centralised 1800 number and online ordering system. To support this change, CCL now has between 30-40 staff operating as a call centre, with around 70 staff trained up to use the RingCentral system. RingCentral Live Reports<\/a> is giving CCL real-time dashboards on all inbound and outbound calls received through the call centre.<\/p>\n

The new system went live at the end of March, and CCL had over 1700 inbound calls in April, which has since climbed and stabilised to more than 3500 in June, with an average of 300 daily requests being received via the website.<\/p>\n

Lewis and his team have also developed an innovative, Netflix-style ordering and delivery service, where members have the option to request a \u201cBinge Bag\u201d, CCL staff pick a collection of items on their behalf, based on the customers borrowing interests and prepare their \u201cBinge Bag\u201d for delivery. The service is completely free thanks to community sponsors and a generous agreement with Australia Post, with CCL delivering (since late March) at least 12,000 \u2018binge bags\u2019 of books weighing in at more than 40,000kg.<\/p>\n

To help visualise how heavy that is, Lewis says that it is \u201cmore than 1580 wombats.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"

Australia\u2019s public libraries are far more than just a place to go to read and borrow books. A shining example of what libraries can offer their community is Casey Cardinia Libraries (CCL) in Melbourne\u2019s South East. CCL is one of Victoria\u2019s largest public library services with eight locations and a mobile library that travels around …<\/p>\n","protected":false},"author":21,"featured_media":31399,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6],"tags":[],"class_list":["post-31356","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ringcentral-news"],"acf":[],"yoast_head":"\nCasey Cardinia Libraries - Creating Endless Possibilities | RingCentral Australian Blog<\/title>\n<meta name=\"description\" content=\"ustralia\u2019s public libraries are far more than just a place to go to read and borrow books. 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