Strengthening service delivery to support information needs of users at Springs Public Library in South Africa

Abstract

South Africa public libraries face significant challenges in delivering quality services to meet the diverse needs of their users. The Springs Public Library is no exception, encountering challenges that hinder the provision of quality library services. Therefore, this study aimed to explore service delivery at the Springs Public Library in Gauteng Province, South Africa. A qualitative research approach was used in this study. A purposive sampling was used to select four librarians, three library assistants, and library manager. The results revealed four main themes and 20 categories: (1) legal frameworks for service delivery (Batho Pele Principles, Protection of Personal Information Act, Constitution of the Republic of South Africa); (2) causes of poor service delivery (lack of infrastructure, corruption, limited budget, and poor internet connectivity; (3) effects of poor service delivery (decreased library usage, user disappointments and frustrations and damaged reputation). The study underscores the need for Springs Public Library to establish and enforce well-defined policies and procedures to enhance service delivery and effectively meet the diverse needs of its users. The library should actively collaborate with local government and stakeholders to secure increased funding and better budget allocations. This study has broader implications for other public libraries in similar contexts, providing insights that can inform future strategies to strengthen public libraries' role in fostering knowledge, access to information, and community empowerment. It is concluded that clear policies and legal frameworks are crucial for guiding service standards and ensuring consistent, high-quality experiences for library users.