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Case Study

In conversation with Kennemerwaard Library

Redactie Xafax Redactie Xafax
"The line of communication is very short and that is very pleasant. It is of course not without reason that we have been working well together for 15 years.”

Xafax has undergone a lot of innovation and development within the library industry over the years. We will discuss this with Jeannette Bijlsma, IT advisor at Kennemerwaard Library in the center of Alkmaar.

How long have you been a Xafax customer?

“We have been Xafax customers since 2007, so for over 15 years. Before that, people paid fines for returning books late to the circulation desk. That took a lot of time, just counting the money. That is why we started with a solution from Xafax in the form of a payment terminal, the PayStation. This way, fines could be paid much more efficiently with coins and notes.”

How has the service developed since then?

“There is actually a constant development. A lot has happened in 15 years in terms of developments in the field of payments, printing and ICT.

We previously used a (different) software party for the public PCs. There was sometimes some bickering between that party and Xafax about who exactly should do what. Ultimately, Xafax came up with a payment solution and a 'shell' for the public PCs. This allows our customers to consult certain sites for free, view the catalog and use the internet, in combination with office. In fact, it is paid use of our workplaces. We then started taking that away.

"After using Paystations for a number of years, we have been working cashless since 2016. We use PIN stations and a Kiosk. We now also offer Print from Your Own Device (PYOD). That runs smoothly. The reactions from visitors are very positive. "

Why has Xafax's services expanded so much at Kennemerwaard Library?

“Kennemerwaard Library is a merged organization. As Alkmaar Library, we joined forces with Xafax, but later merged with other libraries, including those in Castricum, Heerhugowaard, Bergen and Langedijk. There were all different payment and printing systems in use there. We didn't think that worked. Not for our visitors and not for our employees who worked in multiple locations and therefore had to know multiple systems.

As one organization, we therefore also wanted to use one payment system, printing solution and public shield. Then we chose Xafax. They have been the point of contact for us ever since and their software runs at all Kennemerwaard Library branches.”

Why did you choose Xafax?

“That was due to a mix of different arguments. We had a number of quality requirements that had to be met. Xafax met that requirement. In the end, the location of Xafax in particular was decisive. Because Xafax is located in Alkmaar, the lines are short and they can be here quickly if problems arise. That is a big advantage compared to other suppliers.”

What does Xafax bring to the library and visitors?

“Xafax's services ensure that we can offer our visitors a degree of self-reliance. Thanks to Xafax, visitors have access to the internet, Office and various free files such as Muziekweb and Practice driver's license theory exam. They can also print files, both from a PC in the library and via laptops, telephones or other devices they bring with them, and pay fines and contributions contactless. This self-reliance means that hours become available for Kennemerwaard Library that we can use elsewhere.”

How would you describe the relationship with Xafax?

“It is stable and positive. I really see our collaboration as a relationship. And every relationship has its peaks and valleys, but overall I am certainly positive.”

What are those peaks and valleys?

“I have been involved in libraries and IT for some time now. With every party there are sometimes ambiguities or different expectations. Then you talk about it and move on. That is no different with Xafax. For example, I think that communication about updates could be better. I would like to know in advance what an update entails, why it is necessary and what the implications will be for visitors. That is a point that can be improved.

On the other hand, there are a number of positive points from Xafax. For example, I work very quickly and efficiently with Norman, the Xafax engineer. That line is very short and that works very pleasantly. It is of course not without reason that we have been working together happily for 15 years.”

How do you see the collaboration in the future?

“I think we will continue in the same vein. I do expect that we will have fewer public workplaces, because people are increasingly bringing their own equipment. As a result, there is less need for, for example, a catalog PC and more need for placing public PCs together. Also to be able to provide groups with explanations regarding the use of, for example, government websites.

I really see mobile printing as an added value that we will increasingly use. In the future we may one day be able to work with a workplace reservation system. Xafax also offers that.”

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