CCC Citizen Hub Strategy

“The Christchurch City Council Citizen Hub Strategy is intended to:
– Identify how citizens and customers want to interact with Council regarding services, channel choice and community facilities
– Identify why citizen hubs may be best positioned to service and meet customer expectations
– Identify the current state and what changes are required to meet the future state implementation phases
– Provide a basis against which Council can measure success.

We currently operate a very “bricks and mortar” service arrangement, where different Council services have developed stand-alone service locations and approaches (often all in the same neighbourhood).
The review has found that this siloed legacy service model is no longer fit for purpose. Customers increasingly expect joined up services, easy one-stop transactions, and channel choice in how they engage with us.

We are proposing a shift to integrated service delivery arrangements whereby Council physical services are grouped together in convenient locations for citizens to access – a Citizen Hub with no wrong doors. This will be supplemented with an assisted-digital strategy whereby most simple Council service transactions can be automated, or completed on-line.

A set of design principles have been developed to guide improvement opportunities and the future state model. An implementation approach whereby council libraries will form the base for integrated, multi-discipline citizen hubs is proposed.”

https://ccc.govt.nz/the-council/plans-strategies-policies-and-bylaws/strategies/citizen-hub-strategy/


Customer Experience for Integrated Service – Citizen Hub Strategy
(As at 30th October 2015. Endorsed by Council 30th November 2015)
https://ccc.govt.nz/assets/Documents/The-Council/Plans-Strategies-Policies-Bylaws/Strategies/Citizen-Hub-Strategy.pdf

“More and more I think libraries need to become community hubs and reflect the needs of the community.”
“More staff interaction, give people the choice between “automated self check out” and an old fashioned check out desk.”
(Source: yourvoice.ccc.govt.nz/your-library/what-are-your-must-haves-for-new-central-library, Page 11)

“There is a synergy between the information that libraries provide and the service that Citizens Advice Bureau provides to the community.”
(Long Term Plan 2015-2025 – Citizen Submissions/ Feedback, Submission # 12990, Page 11)

“There is a worldwide trend towards establishing community hubs – and Christchurch City Council has already signaled its intent to adopt this concept by the development of our first co-located services in Papanui, Shirley, Fendalton, South Library and now, more comprehensively, at Te Hāpua: Halswell Centre.
Hubbing enables the delivery of service outcomes from a common location, making it easier for the customer, as well as enabling the efficient use of Council resources.
A hub can be far more than a place from which service is delivered.
It can bring community services together, be a gathering place for the community to play, learn, and engage with each other.
The key is integration; this strategy will look at how and where Council services can become the platform for more deeply integrated citizen hubs.”
(Shared vision for hub services, Page 13)

“In February 2013, the Auckland Council Executive Leadership Team approved a human-centred design approach for their new service centre.
Human-Centred Design Approach:
1. Scope – create a service delivery framework that enables Council to deliver an integrated and relevant in-store experience
2. Look & Listen – a refreshing and insightful view of the world through the eyes of the customers
3. Understand – distilling observations into insights
4. Solve – involve the wider organisation and external participants
5. Build – make it happen!
A deliberate and conscious flow was created for citizens to:
– Enter
– Orientate
– Experience their first point of contact
– Interact
– Transact
– Exit & extend”
(Case Study: The Auckland Council In-Store Experience, Page 14)

“Each element of the future omni-channel strategy needs to be enabled by the right tools and capability. For citizen hubs, this means exemplary service standards, well trained staff to support our customer groups in one engagement, supported by a customer relationship management (CRM) system.
Christchurch City Libraries have already incorporated human-centred design principles in their facility design, fit-out, and service model.”
(What does a hub mean for Christchurch City Council?, Page 15)

“Integrated, multi-discipline hubs will be created where it makes sense, and will be the preferred future model:
– Customers can go to one location to meet their requirements
– Lower building maintenance costs
– More efficient use of staff through rostering
In the longer term hubs can become a gathering place for more community services
Facilities are fit for purpose for the community it serves:
– Reduction in costs to council
– Community continues to have pride in their facilities and maximise use
– Locations meet customer demand and are centrally located in our communities
– Higher return on investment in facilities”
(Hub Principles, Page 16)

“Integration of Community Hubs will occur at existing Library facilities:
– In many locations, service desks are already co-located with libraries and therefore optically it does not seem a big change for the community
– The older demographic, likely to be using assisted service channels, are assumed as visiting libraries more frequently than recreation centres, making the assisted service more accessible for these users
Existing recreation building facilities do not have space to house libraries:
– Geographic distance will continue to occur in existing facilities due to facility constraints (i.e. size) and type of utilization (e.g. recreation services and quiet break out spaces do not have natural synergies)
Consistency is valued and enables standardisation:
– By initially establishing all hubs as a library/service desk integration customers will be able to expect and have the same service experience at any community hub
– Cross skilling of these employees will enable them to cover other services as required providing more job variety”
(Hub Assumptions, Page 17)

“The future integrated hub model provides for council libraries to act as integrated, multi-discipline hubs, simplifying and streamlining the customer journey.
The future assisted service model delivers a number of financial and non-financial benefits:
– Integrated: One location for multiple transactions
– Tailored: A choice of either assisted or self-service options
– Cost Effective: Savings on travel costs for customers using the digital channel options or traveling to a single integrated hub instead of multiple locations.
There are also options to reduce the Council physical foot-print through decommissioning of existing end-of-life facilities, or siloed facilities in the same community.”
(Meeting Customer Expectations, Page 17)

– Libraries: Shirley (Burwood Ward, 5 Council libraries: Parklands, New Brighton, Aranui, Shirley, Linwood in the Waitai Coastal-Burwood-Linwood Community Board area)
– Service Desks: Shirley (Burwood Ward, 2 Council service centres: Shirley, Linwood in the Waitai Coastal-Burwood-Linwood Community Board area)
– Governance Services: Shirley (Waitai Coastal-Burwood-Linwood Community Board)
There are 3 Christchurch City Council services co located in the Shirley Library and Service Centre building, located in The Palms carpark.*
But there is no suburban sized Library or Service Centre in the entire Innes Ward.
(Location map for Christchurch City Council Libraries, Service Desks and Recreation and Sports Centres, Page 19)

* For more info on the current Shirley Library and Service Centre:
https://www.10shirleyroad.org.nz/south-library-report/
Sustainability and Community Resilience Committee, 01 June 2022
“Joanna Gould spoke in regards to Item 10. South Library Te Kete Wānanga o Wai Mōkihi – Earthquake Repair Options.
Her deputation focused on Shirley Library and the former Shirley Community Centre. She questioned the priority on South Library, when Shirley Library has issues around variety of books available and capacity.
She also queried why the rebuild of the Shirley Community Centre has been delayed until 2030/31, and whether this aligns with the Council’s policies on sustainability and environmental outcomes.”
Her presentation slides:
https://christchurch.infocouncil.biz/Open/2022/06/SACRC_20220601_MIN_7539_AT_ExternalAttachments/SACRC_20220601_MIN_7539_AT_Attachment_36676_1.PDF
Shirley Library and Service Centre building plan/layout
https://christchurch.infocouncil.biz/Open/2022/06/SACRC_20220601_MAT_7539.PDF#PAGE=19

“The founding principle of citizen hubs is to bring together the services council provides across the community in a common location, enabling the customer and community experience to be an integrated one.
Initially this includes libraries, and service desks.
Future builds of new citizen hubs should encompass all council facilities required by the community it serves, integrating recreation and sports, libraries, service desk and community governance services where it makes sense.
This will vary by community, depending on factors such as community demographics, land availability etc. and should be designed in conjunction with the community to ensure the hub is fit for individual community requirements (i.e. some of the new facilities in communities may not require all services).
As a result of the earthquakes there are a number of new community facilities and re-builds already underway.
The implementation plan will align with the Community Facilities Activity Management Plan and Community Facilities Network plan as well as the various facilities rebuild plans for the community facilities, libraries, and service desks.”

Facilities Rebuild Plans: Alignment = X, Most facilities have replaced ‘like for like’.*
Therefore, the integrated hub strategy has not been considered when deciding on the design and co-location of facilities.
(Interdependencies, Page 26)

* When I wrote https://www.10shirleyroad.org.nz/imagine/ in 2018, I saw the potential in this site at 10 Shirley Road, Shirley Community Reserve.
At that time I hadn’t even read the ‘Christchurch City Council Citizen Hub Strategy’.
Since 2018 I have been advocating for a new ‘Citizen/Community Hub’ at 10 Shirley Road & the redevelopment of the Shirley Community Reserve:
https://www.10shirleyroad.org.nz/submissions/

The Shirley Community Centre, has not been ‘replaced’, not even ‘like for like’.
In 2015 when this Strategy was written, why wasn’t a new integrated service delivery Citizen Hub option considered, at 10 Shirley Road, Shirley Community Reserve, site of the former Shirley Community Centre?
21: Shirley Community Centre, Replace. Section 38 (claim insured value).
26: Shirley Library, Cosmetic repairs.
Christchurch City Council Facilities Rebuild Plan – Tranche 1
https://christchurch.infocouncil.biz/Open/2022/06/SACRC_20220601_MAT_7539.PDF#PAGE=25

Local Green Spaces

Residents have plenty of opportunities to connect with & utilise the existing local green spaces, through Christchurch City Council parks/walking trails/fruit trees, school grounds, community gardens, birdsong trails, Dudley Creek/Esplanade Reserve & the Ōtākaro Avon River Corridor.

Many residents are unaware of what is available in their ‘local backyard’, which is where the Christchurch City Council can help to inform & educate residents.
– Inform: through https://www.ccc.govt.nz/ (Environment, Rec & Sport, Parks & Gardens, Council tabs), https://smartview.ccc.govt.nz/ & Tree Planting Guide etc.
– Educate: through our local Christchurch City Libraries with the help of our local ‘information specialists’ librarians: learning spaces, guest speakers, park rangers, non fiction books, displays, landscape design, garden tours, seed libraries, plant swaps, ‘learning through action’ school programme etc.

This is one of the many reasons why a new ‘community hub’ (library/learning spaces/community centre) at the Shirley Community Reserve is important, to connect locals with the existing green spaces & facilities in their ‘local backyard’.

The Shirley Community Reserve is centrally located at 10 Shirley Road, Richmond, connecting the communities around: Shirley, Dallington, Richmond, Edgeware, St Albans & Mairehau.

The land at 10 Shirley Rd is classified as reserve, vested in the Council by the Crown to be held ‘in trust for local purpose (site for a community centre)’. It also appears the land could not simply sit ‘vacant’ with the reserve status unchanged, as that would also be inconsistent with the reserve purpose.

Since 1915 when the original Shirley Primary School was built, the 10 Shirley Road site has historically been a ‘place of learning’ as a ‘place for cultural, educational and recreational activities’.

Community Education: “Climate Change 101”
Climate change is a big picture issue. How can we break it down into achievable practical day to day tasks/changes to the way we live in Christchurch?
https://www.10shirleyroad.org.nz/community-education/

“What if We Built Our Communities Around Places?
Placemaking inspires people to collectively reimagine and reinvent public spaces as the heart of every community.”
“Every place already has a story to tell — placemaking just brings that story forward.”
https://www.10shirleyroad.org.nz/placemaking/

Landscape Ideas for the Shirley Community Reserve:
Natives Garden, Wellbeing Sensory Garden, Basketball Area & Playground
https://www.10shirleyroad.org.nz/landscape-ideas/

StoryWalk(R): Promoting literacy, reading, health, exercise, and movement in communities and neighbourhoods. Connecting books about trees/birds/climate change to local park trails.
https://letsmovelibraries.org/storywalk/


Earlier this year the Christchurch City Council consulted on the ‘Ōtautahi Christchurch Urban Forest Plan’, which “provides a long-term vision and strategy to maximise the health and sustainability of the city’s urban trees and forests and the benefits we receive from them.”
https://ccc.govt.nz/the-council/haveyoursay/show/572
https://ccc.govt.nz/environment/trees-and-vegetation/urbanforest

My submission: #50581, Page 275-278: https://ccc.govt.nz/assets/Documents/Consultation/2023/02-February/Urban-Forest-Plan-submission-table-for-public-20230601.pdf


1. Christchurch City Council Parks
In Richmond, we have access to the Ōtākaro Avon River Corridor, Avebury Park, Richmond Village Green, Richmond Park, Petrie Park, Dudley Creek Esplanade Reserve & the Shirley Community Reserve.
– Parks: https://smartview.ccc.govt.nz/play/parks#/@172.65369,-43.50847,15
– Location Map: https://smartview.ccc.govt.nz/map/layers/parks#/@172.65369,-43.50847,15
– Accessible Parks: https://www.ccc.govt.nz/parks-and-gardens/accessible-parks
– Sports Parks:
MacFarlane Park (Shirley), https://goo.gl/maps/QhThPt1nuTxAm8UE7
Richmond Park (Richmond), https://goo.gl/maps/13AEMPazxMbRxmhg8
St Albans Park (St Albans), https://goo.gl/maps/98f3mpMW1tPiV1xR8
Westminster Park (Mairehau), https://goo.gl/maps/cc8c5m19k7KD393e8
Walter Park (Mairehau), https://goo.gl/maps/jVh8C8fEskeZKGXz7
– Basketball Courts:
Shirley Community Reserve, Richmond (Half Court), https://goo.gl/maps/912h2UUc99K2dRQG6
Avon Hub, Richmond (Full Indoor Court), https://goo.gl/maps/unZcBWFDRTsBNUFE9
MacFarlane Park, Shirley (Full Outdoor Court), https://goo.gl/maps/SF5CGR7i6fhZiBc47

2. Christchurch City Council Walking Trails
– There is a CCC Walking Trail that starts in the Shirley Shopping Centre, located at the corner of Hills & Shirley Road.
– Through the Dudley Creek Esplanade Reserve: 159 Slater Street, Richmond, path from Slater Street to Shirley Shopping Centre (corner of Hills & Shirley Road).
https://goo.gl/maps/Ji5haPVwJxgBF1167
– Then follows the Dudley Creek through the back of the Shirley Community Reserve, along Julius Terrace, across a footbridge to Stapletons Road.
– The landscaping work that was done, as part of the Dudley Creek Flood Remediation, has created a picturesque ‘inviting and accessible waterway corridor’.
(See ‘Dudley Creek Flood Remediation’ https://www.10shirleyroad.org.nz/historic-landmark/ & https://riseuprichmond.nz/dudley-creek/)
https://smartview.ccc.govt.nz/map/layers/walkingtracks#/@172.65369,-43.50847,15

3. Christchurch City Council Fruit Trees
Fruit Trees: https://smartview.ccc.govt.nz/play/trees#/@172.65369,-43.50847,15
Location Map: https://smartview.ccc.govt.nz/map/layers/trees#/@172.65369,-43.50847,15

4. School Grounds
“The Shirley Community Reserve is central to our 14 local education providers, all are within 3km of the 10 Shirley Road site.”
https://www.10shirleyroad.org.nz/local-education-providers/
Collaborate with the Ministry of Education, to add trees to school fields as protection from weather & fruit trees for children/local community to eat.
“Enviroschools is an environmental action based programme where young people are empowered to design and lead sustainability projects in their schools, neighbourhoods and country.”
https://enviroschools.org.nz/regions/canterbury/

5. Community Gardens
– MacFarlane Park Community Garden, Shirley
https://shirleycommunitytrust.org.nz/activity/community-garden/
– Dallington Community Garden
http://www.ccga.org.nz/garden-directory/dallington-community-garden/
– Delta Community Garden, Richmond
http://www.ccga.org.nz/garden-directory/delta-community-support-trust/
– Richmond Community Garden
http://www.ccga.org.nz/garden-directory/richmond/
– Packe Street Park and Community Garden, Edgeware
http://www.ccga.org.nz/garden-directory/packe-street/
– St Albans Community Garden
https://www.facebook.com/groups/sustainable.stalbans.christchurch/

6. Birdsong Trails
– Dudley Creek Trail, Richmond (2018)
“Bring residents out into their local communities to appreciate the existing tree canopy while walking along Dudley Creek & finding information about local birds/sites/Dudley Creek Flood Remediation.”
https://riseuprichmond.nz/dudley-creek/
– Richmond Wayfinding Signage Ideas (2020)
“‘Medium’ Ideas: Bird House & Bird Feeder on a post. Low cost project, great way to involve children & families. These could be painted so they are very visible & attract attention. Easy to identify the next stop on the trail.
This area is already home to many different birds, adding a bird house brings the birds down closer to the people using the trail & adding a bird feeder is an interactive way people can help increase the bird population.
Add info about each NZ bird species to a different bird house/feeder, link to the Department of Conservation website, info about each bird/sound recordings/habitat etc.”
The Green Lab Richmond Community Projects Joanna Gould, Page 1
– “Richmond Community Wayfinding is the first phase of a wayfinding route through Richmond and the Ōtākaro Avon River Corridor. The project began in conversation in late 2019, and was designed and built with community members in 2020.”
“The route was determined by those with keen knowledge of local histories, and a later stage of creating QR codes linking to site information along the way is planned.”
https://thegreenlab.org.nz/richmond_community_wayfinding/
– MacFarlane Park Trail, Shirley (2022)
“As part of a series of initiatives to increase pride in the park, the Birdsong Trails aim to create liveable spaces for the winged members of the Shirley community.
Several urban corridors run through MacFarlane Park connecting schools, housing and two community centres. Children and parents walk along these pathways on the way to school and to the community gardens every day. To make the walk more attractive, The [Shirley Community] Trust had the vision of planting the corridors with native trees and shrubs. This would thereby attract the birds and create opportunities for future education initiatives.
The long term goals of the Birdsong Trails include working with the schools to build bird houses and bird feeder stands, provide education about bird life and improve the ecosystems for native wildlife.
Already looking to extend the Birdsong Trail, the Trust is working with some experts from Lincoln University who could plant five varieties of harakeke. These will provide food for the birds and in time, could be used for teaching weaving and tikanga classes.”
https://shop.topflite.co.nz/blogs/news/good-egg-the-shirley-community-trust

7. Dudley Creek
– “Landscape and natural features: Dudley Creek is a defining feature and important open space for this Character Area. Extensive recent work along the banks of the waterways in Dudley have opened up spaces that contribute to the amenity and value of the area for the community and residents.”
Christchurch City Council Character Area Dudley Design Guide (2019)
https://ccc.govt.nz/assets/Documents/Consents-and-Licences/resource-consents/Forms/Character-Areas/Dudley-Design-Guide-2019.pdf, Page 2
https://dcmurban.com/urban-design-public-spaces/dudleycreek
https://seipp.co.nz/projects/dudley-creek-bridges/
https://seipp.co.nz/projects/dudley-creek-flood-remediation-bypass-outlet/
https://newsline.ccc.govt.nz/news/story/dudley-creek-bypass-nearing-completion
– Dudley Creek Esplanade Reserve: 159 Slater Street, Richmond, path from Slater Street to Shirley Shopping Centre (corner of Hills & Shirley Road).
https://goo.gl/maps/Ji5haPVwJxgBF1167
– “I’m always amazed when I find little pockets of Christchurch that are wee gems like this – I think unless we live or work in an area we never really get to know other parts of the city all that well.”
https://christchurchdailyphoto.com/2018/09/06/dudley-creek-planting-near-hills-road/

8. Dudley Character Area
“Vegetation and street amenity: Established vegetation including trees, shrubs, hedging and lawns within front and rear gardens are a feature of Dudley.
Mature street trees especially on Dudley Street and along the waterways contribute significantly to the Character Area by creating micro-climates, shade and an attractive appearance.”
“Generally an intact original subdivision with generous section sizes and a general spaciousness.”
“Balance of house and garden size: A feature of Dudley is the consistent balance between house and garden size…with modest house footprints, generous separation between houses and gardens that contain substantial vegetation.”
Christchurch City Council Character Area Dudley Design Guide (2019)
https://ccc.govt.nz/assets/Documents/Consents-and-Licences/resource-consents/Forms/Character-Areas/Dudley-Design-Guide-2019.pdf, Page 2 & 3

9. Dudley Street Trees
“Dudley Street Oak: The trees are Quercus x heterophylla, aka Bartrams oak, which are rare in both the Christchurch and NZ context. Arguably, they also constitute the single most significant feature in the Dudley Street Character Area.”
https://goo.gl/maps/2hcH5BeRCvAtVh5i9

10. Ōtākaro Avon River Corridor
https://www.ccc.govt.nz/parks-and-gardens/regenerationareas/otakaro-avon-river-corridor/
https://www.ccc.govt.nz/parks-and-gardens/explore-parks/residential-red-zone/

http://riseuprichmond.nz/red-zones-future-ideas-map-by-joanna-gould/
http://riseuprichmond.nz/red-zone-futures-heritage-dr-christine-whybrew-from-heritage-new-zealand/
http://riseuprichmond.nz/draft-oarc-regeneration-plan-tell-our-stories/
http://riseuprichmond.nz/draft-oarc-regeneration-plan-visitor-experience/

Shirley Youth Audits

In 2021, Shirley youth were invited to participate in Youth Audits at 3 locations: Shirley Library, MacFarlane Park Basketball Court & 10 Shirley Road/Shirley Community Reserve.

Below are links to a summary post & original report for each:
Youth Audit Shirley Library [Burwood Ward]
Youth Audit MacFarlane Park [Basketball Court, Shirley]
Youth Audit 10 Shirley Road [Shirley Community Reserve, Richmond]

The audits were conducted by ReVision, organised by Shirley Village Project & funded by the Department of Internal Affairs.


“ReVision have tools to support young people to audit places and spaces that are or will be used by young people to ensure that it is youth friendly, and tools to help planners, managers, architects and designers use Youth Relevant Design to create youth-friendly places and spaces.”
http://www.youthvoicecanterbury.org.nz/revision.html


“A plan for Shirley will document the local community’s vision and priorities.
It is particularly important now to guide how we might use the resources available to us through the Department of Internal Affairs’ Community Led Development Programme over the next five years.”
https://www.shirleyvillage.org/community-plan


Youth Audit Tool
“Funded by Department of Internal Affairs (DIA) for an initial trial, Youth Audits for…Shirley Library, and MacFarlane Park are now complete [2021].”
“Feedback from Council staff and community partners have highlighted the value of input at an early stage of facility design/redesign, and that the Youth audit it is a valuable tool for obtaining youth perspectives on a project (something that has been historically difficult to obtain).”
Attachments: Canterbury Youth Audit Tool – Audit Check Card (Page 18), ReVision Report – Shirley Library (Page 20) & ReVision Report – MacFarlane Park (Page 38)
https://christchurch.infocouncil.biz/Open/2021/12/YTAC_20211201_AGN_5468_AT.PDF


Youth Audit Shirley Library [Burwood Ward]
The Shirley Library performed below average, in the Youth Friendly Spaces Audit, scoring a total of 64.5% and producing a Net Promoter Score of -50.


Youth Audit MacFarlane Park [Basketball Court, Shirley]
The MacFarlane Park Basketball Court performed averagely in the Youth Friendly Spaces Audit, scoring a total of 59.5% and producing a Net Promoter Score of 0.


Youth Audit 10 Shirley Road [Shirley Community Reserve, Richmond]
10 Shirley Road performed averagely in the Youth Friendly Spaces Audit, scoring a total of 42% and received a poor Net Promoter Score of -37.5.


Many of the issues identified in the Youth Audits for Shirley Library & 10 Shirley Road, could be addressed by creating a new central ‘Community Hub’ at the Shirley Community Reserve, that would complement the existing community facilities in MacFarlane Park & surrounding suburbs.

More youth living in the suburbs surrounding Shirley Road: Shirley, Dallington, Richmond, Edgeware, St Albans & Mairehau, could benefit from the positive aspects of the 10 Shirley Road site highlighted in the Youth Audit above.

Youth Audit MacFarlane Park

For the full report, click on this link below:
ReVision Youth Friendly Spaces Audit Report | MacFarlane Park Basketball Court (2021)


1. Executive Summary (Page 3)
On August 3 and August 7, 2021, the MacFarlane Park Basketball Court was audited by young people on its youth-friendliness. Using the Youth Relevant Design Check Card and Youth Friendly Spaces Audit, young people audited the MacFarlane Park Basketball Court on its safety, appeal, accessibility, resourcing, and youth-friendliness.

The MacFarlane Park Basketball Court performed averagely in the Youth Friendly Spaces Audit, scoring a total of 59.5% and producing a Net Promoter Score of 0.

The youth auditors really like how the space sums up the community vibe of Shirley.
The basketball court is centrally connected to other places that local youth access and is surrounded by bus stops that cater for the central bus network.
They enjoy using the space to spend time with friends and play sports. It currently caters for their needs but does need some work to have better practicality.
The main area young people thought could be improved and gave feedback on is the current state of the basketball courts which need cosmetic and practical upgrading for youth to enjoy.
In addition, the general area around the court would benefit from more lighting, more seating around the area, an improved water fountain, and a bin nearby to accommodate the basic needs of an outdoor youth-friendly space that can be enjoyed by everyone.


4.2.1 What do you like about this space? (Page 9)
The most common theme that came through the scorecard regarding what people like about the space is that MacFarlane Park is easily accessible and a great place to hang with friends.
One reason for this is that the park is the closest thing nearby for youth, “It’s the only thing around here so it’s this or nothing” and the young people felt you’ve got to “make the most of what you’ve got.”
The youth auditors highlighted that they enjoy the basketball court as a way to pass time without the use of technology.


4.2.3 What would you change about this space that is easy to do? (Page 9 & 10)
A common change young people want to see is improving the ‘life’ of the basketball court.
The concrete needs leveling because of constant puddles appearing during wet weather which can cause slips and other accidents.
The hoops need replacing which includes the backboards, double rim hoops, and access to the netball hoops to increase the versatility of the space.
The need for a versatile court came from one young person who expressed “I used to come here to practice netball but now I don’t” because of the court only being set up for basketball.
Youth also identified a need for benches as there is an insufficient amount of seating, and the bench that is currently there is inaccessible due to the leaking water fountain creating a “bog” that never dries and attracts wasps during the summer months.
Lighting also came up as there is not enough when it becomes dark. The auditors agreed that it is unsafe at late hours and lighting would significantly improve this.
Signage needs to be added as well as it can be confusing for people to find the space. This could include signs by the gate to the courts or by the corner of the block.


4.2.4 What would you change about this space if you could change
anything?
(Page 10)
Better toilets, rubbish bins, and additions of other youth-friendly activities is a recommendation given out by the young people.
Young people want toilets that are closer to the basketball courts as there is no clear path to the nearest toilet block, especially when it rains.
They all mentioned that the toilets are not well lit, and they feel unsafe with one auditor stating, “I feel like I’m gonna die when I go in there”.
The bins are also something that everyone said needs to be changed. Recently, the bin placed near the playground was removed in favour of a smart bin that is placed by the toilet block.
Young people felt that this was the wrong call as it makes no sense for it to be far away from the social hotspot of the park.
Auditors also suggest adding a half-pipe for skateboarders. They felt that not only would it add another activity for youth to enjoy but would improve the overall vibe of the space to make it even more inviting for all youth of Christchurch and would give Shirley a treasure in the area.


4.3.1 Safety (Page 11)
Overall, the youth auditors feel safe when they access the MacFarlane Park basketball courts.
When asked if they feel welcome in the space, it was unanimous from the auditors that they do feel welcome.
However, when it gets dark the general consensus is that young people do not feel safe.
They have attributed this due to the lack of lighting in this space.
The auditors generally came by foot to the space and adequate lighting would drastically change their future sense of safety.


4.3.2 Appeal (Page 11 & 12)
A space is more appealing when young people are able to be engaged in the space.
During the focus group, youth auditors said that the space met their needs and is appealing.
One of the auditors mentioned that even though the space is simply a park, ifs they went without bringing anything they would still be able to enjoy their time.
The main use of the space is obviously the basketball court, so they are aware they need to bring a basketball or netball to use the courts.
The first improvement would be to resurface the basketball court. In its current state, young people have mentioned the impracticality that it brings.
The court could also be redesigned to add lines to be used for other ball sports to make the space more versatile and appealing to a wider range of youth.
Other recommendations that arose were to replace the basketball hoops with interchangeable hoops that can also be used for netball.
One auditor mentioned how in the past this was possible, but these hoops were removed and can no longer be changed.
Fixing the water fountain and installing benches will also help improve the appeal of the space as the water is currently leaving a puddle that never dries.


4.3.3 Accessibility (Page 12)
Young people commented that the space is easily accessible to the general public due to its central location in the neighbourhood and it acts as a hub for the community.
The location is close to other spaces that young people go to such as The Palms Mall, Shirley Library, shops, and their homes.
The space is surrounded with a number of bus stops that connect to the main lines like the Orbiter.
The main comment for improvement is that the space needs more clear signage to help non-locals find their way.
The recommendation of resurfacing the concrete arose again due to the concrete by the entrance of the space being prone to puddles that inhibits access.
They also raised the issue of a lack of safe spaces to leave their bikes and scooters.


4.3.4 Well-Resourced (Page 13)
The youth auditors said that the space lacks some basic resources such as bins, benches, and a proper path to the toilets.
The most direct path is going through the grass, and this is an issue during wet weather with mud building up that can cause slipping.
Even during daylight hours, the toilets are dark, and youth feel unsafe to use them.
They are in bad condition due to their uncleanliness and general atmosphere.
Youth feel that the space is close to shops where they can access food and they do not mind the walk to these shops.


4.3.5 Youth-Friendly (Page 13 & 14)
The youth auditors talked about how MacFarlane Park and the basketball courts have a real Shirley vibe, “we are a low income kinda area and so it’s not posh”.
Shirley is basic but has a very community-oriented and connected vibe.
Youth and other residents will always bump into people they know.
Changes that the youth auditors identified were to introduce a skate ramp, like a half-pipe where youth and other residents can use their skateboards and scooters to complement the basketball court and playground.
For artists, auditors suggested a mural wall similar to the giant spray cans at the Youth Space on the corner of Lichfield and Manchester Street where youth can showcase their talents and give them a canvas where they would be allowed to do so.


5. Recommendations (Page 14-16)
5.1 Revamp the Basketball Court
In its current state, the court is prone to puddles and is not being used to its full potential due to the fading lines and inability to swap between the basketball hoops and netball hoops.
5.2 Add Lighting to the Space
The space drastically needs lightning to improve its overall safety and accessibility to all hours of the day, not just for youth, but all users of the space.
5.3 Increase Signage
The space may be familiar to Shirley youth, but youth from other areas will struggle to find the space.
5.4 Improve the Amenities of the Space
Changes could look like: Adding more benches, Fixing the water fountain, Improving the bathroom (e.g., cleaning, lightning, dedicated pathway), Adding a bin closer to the space & Adding bike and scooter stands/
5.5 Introduce New Activities
Changes could look like: Adding a skate park, Adding a half-pipe & Adding an art wall and area for graffiti art.

Youth Audit Shirley Library

For the full report, click on this link below:
ReVision Youth Friendly Spaces Audit Report | Shirley Library (2021)


1. Executive Summary (Page 3)
This report is based on data gathered on the 7th of July 2021 and 10th July 2021 at Shirley Library. Using the Youth Relevant Design Check Card and Youth Friendly Spaces Audit, young people audited the Shirley Library on its safety, appeal, accessibility, resourcing, and youth-friendliness.

The Shirley Library performed below average, in the Youth Friendly Spaces Audit, scoring a total of 64.5% and producing a Net Promoter Score of -50.

The youth auditors really liked how the space was calm and somewhere they could come and relax in. The young people also liked how friendly the staff were.
The areas young people thought could be improved and gave feedback on was the vibrancy and appeal of the space, the youth corner itself, how they felt generally in the space, and the resourcing.

The youth space was a key area the young people identified as needing change. Specifically, they wanted to see this space moved to a different area of the library. They felt like the youth space was an afterthought lacking youth input. Some other suggestions were implementing comfier chairs and beanbags.
They wanted to see more artwork, colour, culture and vibrancy around the library.
Young people wanted to feel included in decision making on clubs and activities for them and suggested providing different avenues for them to continue to do this. With this, they also wished to see a greater circulation of young adult books and the Shirley Library to be better resourced with activities and clubs for them.


4.2.3 What would you change about this space that is easy to do? (Page 11)
Almost all of the youth auditors thought that the Shirley Library, which they feel is currently a blank canvas, would be more youth-friendly if there was more artwork on the walls and around the place.
One auditor even suggested artwork on the outside of the building, which you would be able to see as you approach the Shirley Library.
They felt that this would be an easy change to make and suggested engaging with local youth to collaborate with famous artists to create new pieces for the Library.
Another young person acknowledged that relaxing music could make the environment more ambient.
Some other simple changes suggested were, free water, more charging ports, an Xbox in the youth space and a little garden.


4.2.4 What would you change about this space if you could change anything? (Page 11)
A common theme was that young people would really love to see some more activities for youth.
Young people don’t want to have a space that is at the back corner of the library.
A young person suggested that they would change the layout to be more obvious where the youth space was and would make it larger.
Another auditor really wanted to have a space that was at the heart of the library and was slightly removed at the same time.
Young people were also perplexed as to why the PlayStation was right next to the children’s books and felt that the PlayStation along with the accompanying bean bags should be moved into the young adult area.
Another common recommendation that young people felt would make the place livelier would be to add more plants and greenery.
Not only would this create a ‘better vibe’ as one auditor said, but the young people felt that it would make the Shirley Library feel even more homely.


4.3.1 Safety (Page 12)
When asked whether the Shirley Library felt like a safe place, one young person said, “it can be a safe place if you need to get away from stuff and read a book.”
Young people generally felt safe arriving at the Shirley Library as many were familiar with the route to get there; it was only when they had to leave when it was dark that they felt unsafe.
One young person expressed that they felt safe as a whole because they had a car and a license and had done army training so didn’t really have a problem with safety.
However, everyone else who left either by public transport or foot/bike expressed feeling unsafe.
A couple of young people highlighted how dark the mall and library car park were and this increased how unsafe they felt leaving the Library.
On a positive note though, the young people highlighted that the librarians were always very friendly and that they felt comfortable to approach them if they ever felt unsafe and/or needed to express concern.


4.3.2 Appeal (Page 12)
During the focus groups, the young people expressed that they liked coming to the library as it was close to places that they were familiar with and usually went to such as the Palms Mall, school and home.
Another thing that the young people expressed was that it was a great place to come and experience some peace and downtime.
One young person said that they liked to come to the Shirley Library as they didn’t have many friends to hang out with on the weekend and it was close to their house.
Although some young people expressed positive things about the appeal of the Library, some auditors felt that the youth area was uninviting and made them feel closed off from others in the Library.


4.3.3 Accessibility (Page 13)
The young people expressed that getting to and from the library by public transport was relatively easy.
However, they felt that the Library could be better sign posted.
For those that biked, the consensus was that there weren’t enough bike stands (only one) and the bike stands that were present were not modern bike stands that ensure your bike is safer.
The young people felt that there could be more toilets available for users in the library and also some gender neutral options that weren’t the disabled toilets.
They would recommend providing more toilets and more inclusive options like at Tūranga Library.


4.3.4 Well-Resourced (Page 14)
Young people expressed that they felt that there was good information about other services, however, felt that information about the ‘youth clubs’ could be better advertised and more easily accessible.
The young people said that the staff were friendly, nice and that they are “not scary and won’t bite.”
Young people liked that there were computers available and that there was a PlayStation that anyone could use.
Some of the young people suggested that there could be more activities for young people, such as, colouring, crafts, sing star, board games, and more events.
A simple suggestion was to make a registration form, so if you wanted to create a club or join one you could register to be involved.
The suggestion of more chairs and comfy places to sit such as more bean bags etc. was also raised again within this discussion around resourcing.
This highlights a strong consensus that the Shirley Library should have more places for both young people and all library users to sit.
In terms of books, young people were in agreement that there needed to be more new books circulating in from other libraries and more books for them as young adults.


4.3.5 Youth-Friendly (Page 14 & 15)
Young people found that the Shirley Library did not feel youth friendly or youthful.
One young person said that “it feels like an adult space and the youth space feels like an afterthought.”
Whereas another young person explained that after school it sometimes felt youthful with all the students from schools however it didn’t on the weekend as there were far fewer young people.
When asked if the space reflected their culture many of the young people said that it doesn’t feel multicultural and that they would love to see more Te Ao Māori and Te Reo Māori around the space.


5. Recommendations (Page 16 & 17)
5.1 Rethink the location of the current youth space
The average net promoter score is low and suggested that young people would not recommend the space to others.
5.2 Increase resourcing (clubs, books, activities)
We would recommend that the library considers increasing the resources that they currently offer.
The rangatahi would like to see an increase in the circulation of young adult books.
The recommendation, therefore, is that the Shirley Library increase the number of Young Adults books available or provide clearer information on how to request books.
Rangatahi also wanted to see a more diverse range of clubs available and to be included in the running of these clubs.
It is also recommended that there are opportunities for young people to easily make new suggestions of clubs they would like to see offered or run themselves.
5.3 Make the space more vibrant
Young people want to feel connected and valued in the Shirley Library.
They currently feel that the library is lacking colour and vibrancy.
Plants and greenery would also brighten up the space and make it more homely and comfortable which is an easy implementation.
5.4 Include young people in processes and decisions
A key thing that was raised was young people felt like they didn’t know how to have their say on the youth space, activities and the library in general.
5.5 Increase safety
We recommend considering how to provide better lighting options in the carpark and surrounding areas of the library so that young people and users feel safe leaving and entering the library.
Another recommendation would be providing new bike stands and better signage on the carpark and road facing fronts of the Library.