Simplifying online payments for library users with Library Management Cloud

Overview 

Greenwich Leisure Limited (GLL) is a charitable social enterprise with over 25 years’ experience in public services. Known for its customer-first ethos, GLL wanted to improve the online payment experience across its libraries—making it easier for users to settle fees without being restricted by opening hours. 

We spoke with Daniel Andrews, Deputy Head of Libraries at GLL, about how the Library Management Cloud (LMC) ePayments module helped streamline operations and deliver a more intuitive experience for library users. 

Challenge 

GLL already offered online payments—a service few public libraries provide—but the system was unwieldy. Payments were routed through the council, creating administrative overhead and audit complexity. Customers had to manually credit their accounts, and the process lacked flexibility and transparency. 

“Our old system was credit based. Customers used to manually place money on an account, which was available if they had a charge or a fee to pay.”
— Daniel Andrews, Deputy Head of Libraries, GLL 

The team needed a more efficient, user-friendly solution that could integrate with its new library management system and support real-time payments. 

Solution 

When GLL moved to Library Management Cloud, the opportunity to overhaul its payments system became clear. The ePayments module was implemented alongside the LMS rollout in Wandsworth libraries and went live simultaneously. 

“We evaluated the library systems on the market and discovered that the ePayments module within Library Management Cloud was one of the ways it could help us deliver a much-improved customer experience.” 

Key features included: 

• Real-Time account access: Customers can view outstanding charges and reservation fees directly via the online catalogue 

• Immediate payment options: Users can pay fees online at any time—removing dependency on library opening hours 

• Direct fund routing: Payments now go straight to GLL, improving audit trails and financial control 

• Integrated experience: The ePayments module is fully linked to the LMS, creating a seamless user journey 

Implementation 

The rollout was smooth and ahead of schedule. LMC worked closely with GLL to ensure the module was configured to meet operational needs. 

“We work very well with LMC. They are always ready to move things forward and we went live earlier than expected.” 

Support has remained responsive and approachable, with issues resolved quickly and minimal need for ongoing assistance. 

“We don’t need support on a regular basis, but if there is ever an issue, LMC gets things sorted for us quickly.” 

Impact 

Following the success in Wandsworth, the ePayments module was rolled out to the Borough of Greenwich. GLL has already seen: 

• Improved customer experience: Users can pay fees quickly and easily, wherever and whenever needed 

• Operational efficiency: Funds are routed directly to GLL, simplifying reconciliation and reporting 

• Staff satisfaction: The system is straightforward to manage, with minimal support required 

• Scalability: The module is now live across multiple boroughs, with potential for further expansion 

“LMC’s ePayments module makes it easy for customers to pay their overdue charges and library fees online, quickly and simply. It is a much more sensible, straightforward and customer-friendly system.” 

Conclusion 

For GLL, the ePayments module within Library Management Cloud has delivered exactly what was needed: a simpler, smarter way to manage payments that puts the customer first. It’s improved efficiency, enhanced the user experience, and helped GLL stay focused on what matters most—delivering excellent public services.