Case Study

Modernising the library experience and environment

ClientThe London Borough of Hounslow

Services includeLibrariesHeritageArts and CultureParksAllotmentsCemeteries

Term15 years – Libraries10 years – Parks

Start1st July 2008

The Client

In 2008 John Laing Integrated Services (JLIS) were awarded a 15year contract to manage the London Borough of Hounslow’s artsand culture portfolio, which includes 11 libraries. We are responsiblefor the library services and the management and maintenance ofthe library buildings.

In order to ensure the longevity of the library portfolio, a key factorin the council’s decision to outsource the library service to JohnLaing Integrated Services was our extensive facilities managementexperience and project management capabilities.

The Challenge

The library estate in the London Borough of Hounslow rangesfrom a Carnegie library, to late Victorian buildings right throughto 1930s and 60s design. The majority of the library buildingswere in need of asset renewal and remedial works, in particularroofs, structural issues and heating systems needed to beaddressed. There was also an urgent need to tackle a backlog ofmaintenance issues that had built up over a number of years.

Due to the diversity of the library portfolio there was a need toprovide a bespoke solution for each library; responding to its designand build, location, and proximity to other facilities.

With limited resources available, the challenge was to identifyproperty/funding solutions for the longer term.

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Case Study

The Solution

John Laing Integrated Services introduced EQ24/7,its service solution to monitor library performance.EQ24/7 allows JLIS to monitor all sites and services,across the contract,ensuring that all allocated tasksare recorded, monitored and met.

The development of reactive, preventive and proactivemaintenance regimes, fully integrated within EQ24/7ensures that all building related issues and enquiresare dealt with in an efficient manner.

Hand held technologies have been introduced tomake the process and work force more efficient bydelivering quicker response times.

John Laing Integrated Services undertook comp-rehensive condition survey's of all of the boroughslibraries and proposed a phased programme ofcapital works.

To accelerate the library improvement programme,John Laing Integrated Services took a strategicdecision to forego short term fixes and measureson key sites. By combining repair, capital and lifecycle works we have enabled the remodelling andrefurbishment of two key libraries.

Utilising our Project Management abilities andestablished Procurement Strategy, the LondonBorough of Hounslow have benefited from our supplychain agreements to achieve better value for money.

John Laing Integrated Services, the London Boroughof Hounslow and their sport and leisure providerhave worked in partnership to deliver two new libraryand leisure hubs.

Innovation & Results

Previously, a routine FM service was managedusing numerous Excel spreadsheets, a number ofdifferent contractors and disparate systems. Theimplementation of our unique service desk andcontract monitoring system delivers a facilitiesmanagement service that is modern and responsive.Each service request is given and unique ordernumber and rectification period, ensuring that alljobs are effectively managed and closed to anagreed specification.

Over the last two years reactive maintenance hasdecreased by 40% and we are targeted to achievefurther reductions in the coming year.

FM solutions are delivered through practical,skilled and experienced staff, tested and accreditedprocesses and excellent performance managementregimes and systems, allowing library staff toconcentrate on their roles rather than beingconsumed with building related issues. Librarybuildings are managed effectively, and now meettheir statutory obligations.

EQ24/7 service solution has given the LondonBorough of Hounslow its first comprehensive assetregister. Clearly this is a major benefit, and thereis an obvious advantage in the future from an FMand refurbishment perspective.

Our innovative use of facilities management budgetsand savings from life cycle has delivered two fullyrefurbished libraries. Each scheme has benefitedfrom the introduction of new technologies such asself-service RFID, Wifi and Plasma informationscreens, new furnishing and fittings, revised interiorlayouts and enhanced external landscaping, allprocured within the original budget allocated toundertake remedial works.

© 2011 John Laing Integrated Services

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ContactClaire Griffithst: 020 7901 3694m: 07920 021 449f: 020 7901 3520

Visit laing.comJohn Laing Integrated Services, Allington House, 150 Victoria Street, London SW1E 5LB

These refurbishments were achieved with minimal impact onthe library service as alternative service points were providedduring the 12 week refurbishment programme.

The improvements and innovation across the four new librarieshave enhanced the library service provided to the LondonBorough of Hounslow.

All four libraries have benefitted from a full refurbishment,investment into IT, improved entrances and signage. In totalthere are now four new libraries, all utilising latest technologies.

JLIS continue with the council on option appraisals for other keylibrary sites that will identify the most appropriate and cost effectivesolution to bring about a step change in the delivery and efficiencyof their library service.

Case Study Snapshot

The Challenge

Address a back log ofmaintenance issues Introduce innovative way to improve the libraryenvironment and service offer

The Solution

Introduction of bespokeperformance monitoring Building condition surveys toinform prioritiesInnovative use of capitalmaintenance and lifestylemonies to accelerate renewal of library spacesEstablishment of a projectpartnership to deliver integrated facilities

Innovation & Results

Back log of maintenanceaddressed A 40% decrease in reactivemaintenance callsTwo fully refurbished andremodelled librariesIntroduction of new technologies at no additional cost to the councilTwo new libraries integrated withsport and leisure and facilitiesOptions appraisals underway to identify property solutions tothe next tranche of key sites

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