Reimagining Public Services for a Digital World
Southampton, a historic port city on England’s south coast, is home to 11 vibrant public libraries managed by Southampton City Council. These community hubs are critical to the city’s social fabric, with 93% of residents living within a mile of a library. The council’s mission? To continuously enhance library services, reduce the need for home printers, and offer greener, more accessible printing options for everyone.
Faced with outdated technology and growing demands from remote workers, Southampton City Council saw an opportunity to modernise its printing services. The arrival of the COVID-19 pandemic further underscored the need for transformation, as libraries faced restricted access and a surge in demand for remote work solutions. The council sought to elevate its multifunctional printer (MFP) services to meet modern customer demands, with a strong focus on flexibility, efficiency, and environmental sustainability.
A Collaborative Approach to a Modern Solution
In early 2021, Southampton Libraries partnered with KUARIO to modernise their multifunctional printer (MFP) services. This partnership represented a new way of working for the library service. Elizabeth Whale, Information, Skills, and Area Manager, explained: “For years, libraries operated independently when it came to technology decisions. Now, we work hand-in-hand with the Council’s IT department to deliver the best solutions for our community.“
KUARIO’s cloud-based MFP Kiosk software was installed on multifunctional Konica Minolta devices, transforming them into self-service stations that allowed visitors to print, copy, and scan with ease. This partnership was vital to meeting customer needs while aligning with the council’s financial and technical regulations.
The Old Way: Time-Consuming and Frustrating
Before partnering with KUARIO, library visitors had to endure a complicated, time-consuming process to print documents. They were required to be library members and log onto public computers, which caused delays, frequent frustration, and increased demands on staff time.
Elizabeth reflected on this older system, saying, “As a library service, there was a lot of autonomy about how we made purchasing decisions, but the emphasis has shifted to working cooperatively to deliver the best value as part of a corporate solution.”
It became clear that modernisation was necessary to keep up with changing user expectations, especially as more patrons transitioned to remote work and sought greater flexibility and efficiency from library services.
The Breakthrough Solution: Simplifying Printing with KUARIO
The partnership with KUARIO revolutionised printing services across six Southampton libraries. The system overhaul changed how visitors interacted with library resources with the following key features:
- Self-Service Printing: The KUARIO MFP Kiosk software transformed library printers into easy-to-use self-service stations.
- Bring Your Own Device (BYOD): Visitors could now send print jobs from their own devices at home or on the go, collect them at their convenience, and avoid logging into library computers.
- Contactless Payment: Visitors could pay via the KUARIO app or contactless card, eliminating the need for coins.
Elizabeth Whale praised the flexibility of the new system: “It allows far more flexible and efficient services for the end customer regarding when they print, when they come and collect their orders, and how they pay for it. So that has been extremely useful!“
Measurable Success: Results That Speak for Themselves
The results of KUARIO’s implementation were clear and immediate:
- Revenue Uplift: The new system resulted in a 20% increase in revenue from printing services, significantly surpassing expectations.
- Faster Service: The average time required for visitors to complete a printing transaction was reduced from approximately 20 to 5 minutes, saving 10 to 15 minutes per transaction. This improvement freed up staff time and significantly boosted customer satisfaction. Kate, the Area Coordinator at Southampton Central Library, praised the new system: “KUARIO is a pot of gold!” highlighting how much time it saved library staff compared to the previous system.
- Increased Popularity: The new service was embraced by many users, particularly students and online sellers, who appreciated its ease and flexibility. KUARIO’s solution significantly reduced the need for staff assistance, making the process smoother for all customers.
As Elizabeth summarised, “KUARIO’s software has enhanced public service delivery in terms of quantity, speed, and convenience.“
Customer-Centric Technology: Making Payments Seamless
Before KUARIO, Southampton Libraries relied on a coin-based payment system that was out of step with modern customer expectations. Visitors increasingly expected fast, contactless payments and the outdated system was creating friction in their experience.
With KUARIO’s integrated payment options, users could now pay through the app or by tapping their contactless cards, making the payment process seamless and friction-free. Elizabeth commented: “A big advantage for the end customers is that small transactions on a card are seamless now, so they expect to pay by card rather than through any kind of coin system.” This change made the service more accessible and hassle-free, driving higher engagement and satisfaction among visitors.
Efficiency Behind the Scenes: Streamlining Operations
While KUARIO’s solution dramatically improved the customer experience, it also transformed operations behind the scenes. Managing a large volume of micro-transactions across multiple locations had previously been a time-consuming, manual task for library staff. KUARIO’s cloud-based platform streamlined this process, providing real-time reporting and automating payment systems, allowing staff to focus on more strategic work.
Elizabeth highlighted this transformation: “This is a lot of small-value transactions for the back-office systems to account for. Now, absolutely simple! Every two weeks, a payment goes into the council’s bank account.“
The real-time dashboard provided staff with clear oversight of service traffic, operational downtime, and financial data, making administrative tasks more efficient and ensuring smooth payments to stakeholders.
What’s Next for Southampton Libraries?
With the success of the KUARIO self-service printing system, Southampton Libraries are now well-equipped to continue adapting to the evolving needs of their patrons. As public expectations for digital services grow, the libraries’ modern, efficient printing services set a benchmark for future innovations.
Conclusion: A Future-Ready Solution
By partnering with KUARIO, Southampton Libraries transformed their printing services, offering greater flexibility, better customer experience, and increased revenue. This successful collaboration demonstrates the power of technology in creating efficient public services that meet the changing needs of communities.
Ready to Transform Your Services?
Want to learn how KUARIO can modernise your operations and improve customer satisfaction? Contact us today to discover how our solutions can work for you.
