Chapter 3


We are proud of the service we offer but we continue to strive towards improvement, also in 2019.

Bovenlokale Klantenservice (Regional Customer Service)

Customers from all branches may direct their enquiries to staff at the central customer service office six days per week, during office hours via mail, telephone or WhatsApp. An assistant will answer directly or connect the customer to a specialist. As a number of branches are now open on Saturday, we extended the regional customer service team’s opening hours as of January 2019.

Our service in Egmond

The library work in the Egmonden is organized in a different way. A central branch, the living room library in the Prins Hendrikstichting, has only been able to provide service to the needs of some residents but not all. We have determined their needs, especially those of the aged and library users, with support from ProBiblio and the provincial subsidy for ‘Spreiding en bereik landelijk gebied’. A discussion has also taken place with members of the three village councils, the district director and members of the Social Platform. The differences per center have also become clearer as a result of in-depth interviews. Research studies show that relatively there is a larger language deficit in Egmond. Residents from all centers need a library point with a reading table, a place to meet, a collection area for reserved materials, an activity program and support in learning basic (digital) skills. A closer look at the current meeting places in the three centers will help to determine how this can be achieved in 2020.