Case Story: Worcestershire Libraries 

Reimagining Access Across Worcestershire Libraries

Worcestershire Libraries, part of Worcestershire County Council (WCC), operates a network of 21 libraries, including The Hive, a fully integrated public and university library delivered in partnership with University of Worcester, and the only one of its kind in Europe. The service includes large and small community libraries, a mobile library, and two volunteer-run library links.

To expand access, modernize delivery and ensure a sustainable library service, WCC introduced Lyngsoe Self-Operated Library™ (SOL™) technology as part of its Libraries Unlocked initiative. The rollout includes major sites, such as Stourport, Droitwich, Bromsgrove, Evesham, Kidderminster, and Malvern.

SOL™ enables customers to access libraries outside of staffed hours, supported by Lyngsoe Phoenix™ kiosks for borrowing, returning, and renewing items. All WCC sites now use Lyngsoe kiosks, with more than 95% of transactions, including renewals and returns, completed via kiosks or online.

Following a successful implementation in 2022, Libraries Unlocked expanded in 2024, with a third phase underway in 2025. The model supports both self-directed and staffed use, offering flexible access to a wider range of library users.

This approach is central to Worcestershire’s strategy to modernize services, expand digital access, strengthen the role of libraries in community life and sustain the library network.

Empowering Communities Through Integrated Self-Service and Access

By combining secure entry through Lyngsoe Self-Operated Library™ with self-service borrowing via Phoenix™ kiosks, Libraries Unlocked offers a complete experience for independent use. Customers are able to access the building and a wide range of services including public computers, Wi-Fi, printing and access to online resources loans. Libraries Unlocked offers the benefit of increasing the value of libraries as a community asset for partners and customers. 

An enthusiastic response to Libraries Unlocked from community organisations has resulted in a wide range of partner events during Libraries Unlocked hours, including writing groups, language groups, Adult Learning classes, U3A classes, school visits, cyber security courses, NHS baby clinics and vaccination clinics, Age UK Digital Support sessions, police drop-ins and support sessions from Mencap.

The approach supports library engagement by a more representative group of residents, including working people. Customers are able to access services and work from the library at a time that suits them, with students able to study and revise after school, and those who prefer quiet hours can now visit at times that suit them. Libraries offer a warm safe space, now available in the evenings.

Printing services are also available thanks to the integration of PaperCut printing software within the kiosks, allowing users to top up print accounts and print documents without staff assistance.

During staffed opening hours, the same kiosks facilitate self-service, allowing staff to focus more resource on areas such as digital support, health and wellbeing services, adult education, public health outreach and an extensive Learning Outside the Classroom offer for children and young people.

A Phased Approach to Implementation

Worcestershire Libraries introduced Libraries Unlocked in stages, allowing time to assess performance, gather feedback, and build confidence across the service.

• Phase 1 (2022): Initial rollout to early adopter sites, including Stourport and Droitwich Libraries
• Phase 2 (2023): Expansion to seven more locations, including Bromsgrove, Evesham, St Johns, Rubery, Kidderminster, and Pershore
• Phase 3 (2025): Ongoing implementation at Redditch, and Tenbury Wells

This measured approach helped staff and users adapt to the new model and ensured that lessons from each phase could inform the next. Positive early results, strong adoption rates, and reliable support gave the council the confidence to extend the program across the network.

A Flexible Model That Supports Staff and Users

Libraries Unlocked locations are open from 8am to 8pm, Monday to Saturday, with core staffed sessions available throughout the week. This extended access supports a wide range of users, from those who prefer in-person help to those who value the flexibility of visiting outside traditional working hours.

What’s more, by automating routine tasks like checkouts, returns, and renewals, staff are able to focus more on community engagement and delivering in-person services. Crucially, the model also helped the council avoid library closures.

Prioritizing Safety in an Unstaffed Environment

Safety and security were a key focus during the rollout of Libraries Unlocked. Each site is equipped with full CCTV coverage and emergency phones on every floor, directly connected to emergency services and the council’s property management team.

Access is only granted after a face-to-face induction, and users must be aged 15 or older. These safeguards help ensure that the service remains welcoming and secure for all members of the community, even outside staffed hours.

Trusted Partnership and Responsive Support

Worcestershire Libraries describe their experience with Lyngsoe Systems as collaborative and consistently reliable. The council selected SOL™ to support Libraries Unlocked based on our proven track record, the functionality of our kiosks, and the strength of our ongoing support.

They highlight the responsiveness of our experts, along with dependable maintenance service and continuity of support throughout the rollout. Just as important was our open and collaborative approach, as we worked closely with the council to adapt solutions and co-develop new features, such as PaperCut. This hands-on partnership helped build confidence and long-term trust.