Te Puke Library's Journey to Hosting Local AA Service Desk

In February 2022, the Western Bay of Plenty District Council was approached by the Automobile Association (AA) with a
unique opportunity: to take over the Te Puke AA service, which was at risk of losing its location. The existing provider could no longer accommodate the service, and AA was seeking a new home, ideally within a community-focused space.

That’s when the idea of integrating the AA service into the Te Puke Library and Service Centre was born.

We knew this was a vital service for our community, letting it leave Te Puke wasn’t an option. After careful consideration, consultation with other libraries already hosting AA services, and a commitment to ensuring the service would be cost-neutral to Council, we said yes.

From Idea to Reality in Three Weeks           

The timeline was tight. From signing the agreement to serving our first customer took just three weeks. During that time, we had to:

• Designate and prepare a suitable space

• Recruit and train new staff (as the previous team chose not to transition)

• Coordinate with AA to ensure service continuity

Initially, we operated with limited hours, supported by a roving AA staff member from the Bay of Plenty/Waikato region. By July 4, 2022, our two dedicated AA staff were fully trained, worked part time hours of 25hrs and 22.25hrs per week, and we launched full-time service: Monday to Friday, 9:00 AM to 4:30 PM.

Since then we have had changes in staffing, who needed training and in August 2024 wrote a business case for an supervisor role, which was approved. Now with extra staffing hours we will be adding new services.

Staffing and Structure

We made a strategic decision early on: AA staff would be employed directly by Council, enjoying the same employment benefits as other Council employees. However, they would not be cross trained in general library or council customer service roles. The complexity and depth of both roles made it clear that specialisation was the best path forward.

Adapting and Improving

We’ve continuously refined the service to better meet community needs:

• Space redesign to enhance staff safety and give more space to the team

• Security support to manage queues and assist our Indian community with translation

• Staffing increase, including a full-time supervisor

• Conflict resolution training and clear behavioural expectations for customers

The AA has also stepped up its support, providing monthly updates and guidance, which has made a significant difference in day-to-day operations.

A Cost-Neutral Success

We’re proud to say the service is now cost-neutral, as originally intended. And we’re not stopping there. Due to high demand, we’re preparing to introduce Overseas Driver Licence Conversions. A service that will save the community a 30 to 45 minute trip into the city and the hassle of traffic and parking.

We anticipate this new service will allow us to further expand staffing hours within six months.

Would We Recommend It?

Absolutely, but with honesty. It hasn’t always been smooth sailing. We’ve faced:

• Verbally abusive customers

• Long queues

• Space and noise challenges

But these are far outweighed by the positives: the joy of a teen receiving their first licence, the gratitude of a 90-year-old renewing theirs, and the many community members who now visit the library for the first time.

The feedback from the community and staff has been overwhelmingly positive, and the service has become a valued part of our community hub.

So yes, we’d recommend it, but with the right planning, support, and commitment, integrating AA services into a library space can be a rewarding and impactful decision.