Case Story: London Borough of Sutton Libraries

Meeting the Needs of the Community Through Digital Solutions

London Borough of Sutton Council has implemented six Lyngsoe Self-Operated Library™ (SOL™) solutions across its library network, including Sutton Central Library, Wallington Library, Cheam Library, Circle Library, Worcester Park Library, and the Library at the Life Centre.

The first SOL™ was introduced as a pilot at Wallington Library in May 2023 as the library service recognized the potential of digital solutions to enhance efficiency, extend accessibility, improve customer experience and reduce costs.

The pilot was a success, highlighting the growing need for libraries to keep pace with modern society, where consumers are increasingly seeking convenient and flexible access to services. As a result, the council decided to expand SOL™ to five additional libraries in April 2024.

This borough-wide implementation forms a key part of the council’s digital transformation strategy, aimed at modernizing public services and ensuring libraries remain a vital and accessible resource for the community.

Extending Library Opening Hours and Enhancing Convenience

With the SOL™ solution in place, all six libraries now operate extended hours: Monday to Saturday from 8am-9pm and Sunday from 9am-6pm. The libraries function with a mix of self-service and staffed operations, ensuring that customers who prefer in-person assistance have access to library employees at designated times.

Positive Impact on Library Services

The implementation of SOL™ has resulted in many benefits for the libraries and their customers.

• 63% increase in library opening hours, significantly improving accessibility for the community.
• Steady rise in footfall, with visitor numbers growing each month.
• Expansion of library hire space usage, generating additional revenue. Previously, out-of-hours requests had to be declined, but with SOL™ spaces are now available for hire outside of staffed hours.
• New customer acquisition as users can self-register at the door, streamlining the onboarding process.

Public and Library Staff Reception

Both staff and the public have embraced the new system enthusiastically. Prior to implementation of the pilot, London Borough of Sutton Council conducted a public consultation, and the majority of respondents supported the introduction of SOL™.

Since its implementation, patrons have highlighted the convenience of accessing library services at their preferred times, such as after work or during quieter evening hours. While most customers find SOL™ easy to use, the council provides additional support by offering on-site demonstrations and even SIM cards with data for those without mobile connectivity.

Library employees have also welcomed the change, as SOL™ allows them to work more structured 9-to-5 hours instead of late evenings. Notably, staff no longer need to work on Sundays, significantly improving their work-life balance.