NLA 35th Annual Report 1994-95
Support Services
Objectives
- To maximise the effectiveness of services delivered to clients through the staff and other resources available.
- To provide our staff with a working environment in which they may develop and make increasing contributions to our objectives.
The Library meets its support services objectives by providing a range of corporate services from the Corporate Services Division, which is organised into three streams: resource management, building and administrative services, and information technology. Other support activities are undertaken by the Executive Support and Policy Coordination Branch, the Cultural and Educational Services Division and within divisional support units.
- Corporate Services Review
- Corporate Services Achievements
- Executive Support and Policy Coordination
- Public Affairs
- Photographic Services
Corporate Services Review
The Library recognises a continuing need to achieve the most cost-effective corporate services which are strongly focused on the needs of program delivery areas. To this end a major review of the provision of corporate services was undertaken in 1994.
The review found that staff were generally satisfied with current services. Services were considered to be relevant and of reasonable quality. However, the review also found that improvement in the quality and effectiveness of many services was possible. In particular, it showed the need for significant improvement in the level of client focus, increased responsiveness to client needs, improvement in the manner in which services were delivered, and more effective communication of the roles and expectations of clients and corporate service providers. Client comment indicated a need to achieve a more effective partnership relationship with program delivery areas, involving closer working relationships based on common objectives. Some potential for achieving better results through further devolution, decentralisation and outsourcing of some corporate support services will be investigated during 1995-96.
As a result of the review of corporate services, the Library accepted a range of recommendations aimed at improving the cost-effectiveness and client focus of corporate support services. These included the development of customer service plans, greater focus on human resource management policy, restructuring of information technology services to reflect the growing demand for office technology applications, and overall savings in the cost of delivering corporate support services. Implementation commenced in early 1995.
Corporate Services Achievements
The Library undertook asbestos removal from the roof space of the building in the mid-1980s. Following this, it was understood that the Library was free of friable asbestos deposits. However, in February 1995 some loose asbestos was discovered within the air-conditioning ductwork. The discovery was and is still being addressed as a major issue affecting building works and occupational health and safety. Action to resolve the problem has been developed in consultation with staff and unions. The major task of cleaning air-conditioning ductwork will be undertaken during 1995-96.
[IMAGE]
The Lake-Air system being used to clean air-conditioning
ductwork in the National Library to ensure that the building is free of
asbestos fibres.
A Human Resource Management Plan was finalised, setting directions in improving staff performance. This plan provides a more coordinated planning process in areas such as staff training and development, staffing practices, remuneration and conditions, and performance management.
The planned replacement of the Audit Act, 1901 will require the Library to comply with the provisions of the proposed Commonwealth Authorities and Companies Act 1995. This Act is intended to replace and enhance Part XI of the Audit Act, which has to date provided the standard financial provisions under which the Library operates. In preparation for the new Act the National Library Council formed an audit committee to oversee financial reporting and audit functions. This Council committee will subsume the functions of the Library's audit committee, which has operated over recent years.
National Library Regulations (Statutory Rules 1994, No. 329) were gazetted on 23 September and tabled in both Houses of Parliament on 10 October 1994. The Regulations govern access to and conduct on Library property, and access to and use of Library material. Guidelines and information sessions were provided for staff required to implement the regulations.
A variety of developments is taking place in the area of information technology services. Significant support was provided for the NDIS project in areas such as contract negotiation and development of technical specifications. A range of business systems is being moved progressively from the mainframe platform to mid-range and PC-based platforms. Development and installation of Internet applications software has supported the Library's increased use of Internet facilities. This activity will continue through 1995-96.
Work continues on the development of an electronic records management plan which provides policy and procedures for the storage, retrieval and archiving of administrative records held in electronic formats.
Major achievements in the area of building services include the preparation of the Protective Security Policy and Procedures Manual and finalisation of a long-term building use strategic plan. Building works completed include replacement of the main electrical switchboard, replacement of the main mechanical switchboard, and repair of the marble facade and parapet wall.
Executive Support and Policy Coordination
The Executive Support and Policy Coordination Branch became fully operational in 1994-95, bringing together in a small unit the support functions of strategic and operational planning, budget planning and management, policy liaison and Council support. Responsibility for coordination of the Library's international activities was added late in the year.
Branch staff provided secretariat services to the weekly meetings of the Library's Corporate Management Group, monthly Senior Staff meetings and the National Library Council. The Branch played a role in coordinating submissions and responses to the government and to Parliament, and kept the Library's professional staff informed of government initiatives in the information and cultural arenas.
During the year the Branch contributed to development of the government's cultural policy statement Creative Nation, which emphasises the importance of taking full advantage of new information and communications technologies to enhance access to national heritage collections and to promote wider public participation in the cultural and intellectual life of the nation. The Branch also supported the preparation of submissions to inquiries such as the Broadband Services Expert Group and the Telecommunications Policy Review, putting forward policy recommendations in relation to the staged development of the emerging networked environment.
The Branch managed the new policy process leading up to the announcement of the government's Budget on 9 May 1995. A sum of $A5.812 million will be provided through the Budget for rectification of the Library's asbestos problem in 1995-96. The Library also secured an increase of $A0.15m per annum in its base funding to cover asset repair and replacement in the Library building, which is now 30 years old.
An operational plan defining the Library's intended actions for 1995-96 was drafted and approved prior to the start of the new financial year. Planning commenced for a major mid-cycle review of the Library's current strategic plan, which covers the period 1993-98.
Public Affairs
Public Affairs staff, located within the Cultural and Educational Services Division, market and promote key Library programs and initiatives. A heavy investment was made in the marketing and promotion of the National Portrait Gallery and of initiatives such as the Library's World Wide Web server and the Internet Cafe. Response to these particular initiatives has been very good with an increase in the number of visitors and users. The Library's program of regular advertising continued with advertisements being placed in the Canberra Times, the Weekend Australian and Australian Book Review. Distributions of media releases continued to accompany significant events in the Library and regular liaison with the media achieved excellent coverage of the Library's programs and activities.
Photographic Services
Photographic Services provides a photographic service to meet requirements for the National Library's collections, and the needs of its public affairs and promotional programs. The Library's photographers attended events of current and potential interest, including Press Club lunches, National Library functions both in Canberra and interstate, and many public activities within the Library. Staff continue to develop their expertise in emerging technologies, including video imaging. Output of photographic products has continued to increase.
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