in Suffolk as a result of independence, but that’s not the whole story. The culture that we have created is what will create a lasting legacy. That culture is about identifying as a charity rather than a mutual – becoming a mutual feels more like something that is done to an organisation. Having the cul- ture of a charity means that we can take pride in what we deliver for our beneficiaries rather than being focused on what we describe ourselves as and how that defines and differentiates us. From that perspective, when do people ever tire of being part of, or supporting, a hugely impactful charity that delivers for its beneficiaries every day?


How advanced is Suffolk’s digital transformation process and what are the advantages and disadvan- tages of not having to deal with a local authority IT department? Our back-office functions, including IT, are incredibly lean. Because we no longer have physical infrastructure – all our systems are in the cloud – we were able to adapt to the challenges of the pandemic and lockdowns almost instantly.


In terms of digital transformation we feel constrained by the limited scope that LMS provide – a theme echoed across the sector. We are developing our own digital platform that uses artificial in- telligence to help connect people to our services and others in the community that can help improve wellbeing. This is clearly not a like for like replacement for an LMS but may provide us with the best possible route to developing an intelligent CRM that enables us to improve and personalise our customer journey.


Does being a mutual mean you have different human resources issues/ideals and how that affects


Moreton Hall Library, Suffolk.


recruitment and how you cope with the cost of living crisis on your staff and recruits?


We don’t really have issues that are specific to being a mutual but we do place a great deal of emphasis on the wellbeing of our staff and acknowledging their contribu- tion over the past 10 years.


It is more difficult for us to mirror public sector pay increases pound for pound but we still keep up with the living wage in- creases and implement other pay increas- es when we can.


Having said that, we work hard to give back to colleagues in other ways. For example, we have a wellbeing programme, employee assistance programme, staff recognition scheme and a number of other ways we try to engage, inspire and support our wonderful colleagues. Most importantly we want people to feel valued for what they do for others. Pride in delivering the extraordinary everyday has become a bigger and bigger part of our DNA as an organisation over the past 10 years.


Any thoughts on how library ser- vices have changed in the last 10 years – whether that’s providing job or health support to communities or having a green agenda – and how that has been affected by independence? The way people identify with libraries is slowly shifting which is a positive thing. The more traditional, one-dimensional


September 2022


view of libraries is gradually changing, which is vital in terms of ensuring that the library sector gets the recognition and funding it richly deserves. There are now real opportunities to work directly with the NHS and other parts of national government to deliver on a broad set of agendas.


And has independence led to new connections with your community? We have dozens of partnerships with local, regional and national organisations. These range from a local café providing meal packs for people in need during the various lockdowns, to workplace well- being support provided with the East of England Co-op to national commercial partners like Barclays and People Plus. We are constantly evolving our offer to meet local needs and partners bring spe- cialist skills and expertise that enable us to reach more people.


What is the most significant thing you think this 10­year anniversary marks?


It marks an end to our first battle against the odds – delivering more services with less, delivering longer opening hours with less, delivering a library service the people of Suffolk can be proud of with less… and most of all delivering real impact in the community through our resilient, pas- sionate and inspiring colleagues who are always looking to offer more. IP


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