September 8, 2025
Challenge
Solution
Result
Sunderland Libraries has long been dedicated to delivering exceptional services to its community. The libraries are a trusted place for discovery, connection, and learning, but like many public libraries, they faced a number of challenges.
Encouraging customers to embrace self-service, improving operational efficiency, and freeing staff from repetitive manual tasks were top priorities. Staff were often tied up with routine checkouts, limiting the time available to focus on engagement, programming, and community support.
Recognising the need for change, Sunderland Libraries partnered with Bibliotheca to reimagine the library experience. Through the introduction of innovative RFID and library technology solutions, the libraries were able to modernise services, boost adoption of self-service, and create a seamless, enjoyable journey for every visitor.
A Story of Transformation
Smarter self-service for every customer
Before introducing Bibliotheca technology, most library transactions relied heavily on staff-assisted checkouts. This created longer queues, slower service, and limited opportunities for staff to focus on value-added activities. The transition to self-service needed to be simple, intuitive, and customer-friendly.
Bibliotheca provided a full RFID migration, tagging more than 100,000 books across three Sunderland library sites. This formed the foundation for a smarter service journey. With RFID in place, Sunderland Libraries introduced selfCheck kiosks to enable quick and independent borrowing, smartShelf borrow units for seamless returns and browsing, and new security gates to protect valuable collections.
The addition of the DLA inventoryWand transformed stock management, allowing staff to scan entire shelves in minutes. Meanwhile, the uniFi+ content platform added an entirely new layer of customer engagement. Through interactive screens, visitors could take part in polls and quizzes, access curated content, and provide real-time feedback, helping staff connect with their community in dynamic new ways.
Together, these innovations created an effortless self-service environment where customers felt empowered to borrow and return books independently, while staff could dedicate their time to building relationships and delivering enriching programs.
“Speaking personally, it couldn’t have gone better. It’s transformed the buildings, staff time, and customer satisfaction.”
—Craig Smith, Library Operations Manager for Sunderland Library Services
The main entrance of Sunderland’s Washington Library, now transformed with Bibliotheca technology to deliver a modern, self-service experience.
Results that speak for themselves
The impact of the Bibliotheca solutions was both immediate and measurable. Within just one year, self-service checkouts increased from 300 per month to more than 3,000—a tenfold growth that highlights the community’s confidence in the new system.
Inventory management, which once consumed hours of staff time, can now be completed in as little as one hour. Customers benefit from faster transactions and intuitive borrowing, while staff are free to focus on higher-value activities, such as developing events, supporting learners, and connecting with visitors one-on-one.
Craig Smith, Library Operations Manager for Sunderland Library Services, reflected on the success:
“We really wanted to do this self-service journey, and bringing in RFID has completely opened the doors for that. Speaking personally, it couldn’t have gone better. It’s transformed the buildings, staff time, and customer satisfaction.”
Transforming the visitor experience
The smartShelf borrow, positioned at the entrance of Washington Library, has quickly become a customer favourite. Visitors can return books instantly and then move directly into browsing, creating a smooth and satisfying experience from the moment they walk through the door.
Craig explains: “The smartShelf is really well used. As soon as you walk in, you return your books, then move straight on to browsing. It’s quick and intuitive.”
Initial concerns that self-service might replace staff have quickly been dispelled. Instead, the technology has enhanced staff roles, enabling them to spend more time engaging visitors, leading activities, and building a stronger sense of community.
The uniFi+ interactive screens have also created a powerful way to capture feedback. By running polls and quizzes, Sunderland Libraries can directly ask visitors what they’d like to see, respond in real time, and curate relevant content that keeps the library experience fresh and engaging.
Setting a new standard for library services
By combining Bibliotheca RFID, selfCheck kiosks, smartShelf borrow, security gates, and uniFi+, Washington Library has been transformed into a modern, efficient, and visitor-focused space. Footfall is now monitored accurately, borrowing and returns are faster than ever, and staff have more time to dedicate to meaningful engagement with their community.
Sunderland Libraries’ journey showcases the true potential of library technology. With Bibliotheca solutions, libraries can streamline operations, boost customer satisfaction, and empower staff to deliver more impactful experiences. This transformation demonstrates that when innovation meets dedication, libraries can set a new benchmark for modern, community-focused services.
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