Melbourne Library Service - a first with EFTPOS payment on Self Loan Stations

The Melbourne Library Service recently made history when the world’s first RFID self-service solution with EFTPOS was implemented in the Melbourne City and East Melbourne Libraries on August 28 2010.

Melbourne Library Service has celebrated a historic milestone, after successfully implementing revolutionary technology to enhance the efficiency of customer transactions.

EFTPOS_RFIDWhile many libraries have installed the RFID technology, this is the first solution that allows customers to pay outstanding fines.  The collaboration between FE Technologies and Melbourne Library Services has succeeded in its attempt to offer a ‘one stop’ self-service solution to library customers.

 The six self-serve kiosks allow customers to borrow multiple items in a single transaction as well as renew previously borrowed items.

 The RFID system’s use in the Melbourne City Library, which averages 3,000 visitors and 3,500 loans each weekday, has produced the strongest response, given the bulk of these transactions were previously conducted by library staff.

 

Since the RFID solution has been implemented, Melbourne Library services have reported that an average of 94% of loans are now self-serviced.  This result was noted to be much more successful than other library services across Australia and overseas.

 But investing in technology was not the main priority for Melbourne Library Services.  A Melbourne Library Services spokesman outlined the primary aim of the system was to enable the provision of a higher level of service to library customers.

 This is ensured by the fact that RFID systems cut the time customers spend waiting in a queue, while effectively enhancing the assistance that can be offered by staff through a deeper level of questioning.

 Along with less waiting time and more efficient service, the implementation of RFID has not excluded Melbourne’s uniquely multicultural population by including a Chinese, Japanese, Korean Indonesian and Vietnamese language option.

 The two libraries are now more mindful of the large number of international students and new migrants using their library service.