Meeting the needs of staff working in a fast-moving policy environment, meant ensuring a 24-7 service with a personal touch.
With more and more staff working flexibly, the Greater London Authority recognised the need for a culture change in how they sourced and used research and intelligence.
The physical library space in City Hall was rarely used and there was little data on what resources were actually useful or needed. With budgets under scrutiny, they had to ensure they were getting the best value from their library services.
There were diverse needs within the organisation. Staff feedback suggested they often had to get up-to-speed on complex policy topics at short notice. Other staff however, could work on a project for months and needed specialist research support.