Date: 08 October 2018
During a scheduled board meeting on 04 October 2018 service delivery issues raised by library members were discussed in depth.
These concern the quality of service offered by the SALB as well as the competence of management and the institutional integrity of the organisation. The board has taken cognisance of these complaints which are being addressed as a matter of priority and has informed management that there is scope for improvement in the overall quality of service and that there should be a more intuitive approach towards the needs of the library members. Greater interaction and communication with library members will ensure that their requirements are heeded and addressed.
Management has taken note of this and will over the next few months attend to communication and staff training issues in respect of institutional culture and appropriate response to the needs of the blind user.
The board wishes to state categorically that the claims which have been circulated regarding the financial vulnerability, impropriety and/or mismanagement of the institution have been carefully investigated and found to be entirely without substance.
The board is aware that as any sophisticated organisation operating in a changing and modern society faces challenges which may impede the quality of its service and that such challenges must be identified and appropriately dealt with. The SALB has nearly 7 500 members and is immensely diverse, incorporating a multitude of communities with a wide range of resources and literary requirements and geographically spread across the entire country. Readers are from a number of cultural backgrounds and include the highly active who want intellectually challenging material, to those who require light fiction or celebrity news. Students, professionals, pensioners and people in remote communities must be accommodated and, where possible, served in the language of their choice. The SALB endeavours to provide the best quality of library service for its diverse membership in the context of the country’s social and political transformation
Providing an audio and braille “distance” service has unique challenges, especially in respect of a Post Office which is addressing performance issues. The SALB is actively working to ensure the support of the Post Office in resolving tardy and, indeed, sometimes non existent, delivery.
The following are some of the complaints and the responses of the board and management :
Finally, the board, management and staff of the library wish to reaffirm their commitment to ensuring that a service is delivered according to the mandate of the library. Any constructive and positive suggestions for improvement in the delivery of services are welcome and may be sent to firstname.lastname@example.org or to email@example.com
The teams from Universal Knowledge Software (UKS) and SALB are busy finalising the outstanding modules and the system should be up and running tentatively by end October 2018.
In the meantime the Circulation Staff continue to manually select books based on your reading interests.
We apologise for any inconvenience this may have caused you.