from ill to online ordering? an improved service for oclc and british library users katie birch –...
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From ILL to online ordering? An improved service for OCLC and British Library users
Katie Birch – OCLC
Samantha Tillett – British Library
www.bl.uk 2www.oclc.org
Introduction
• Overview of OCLC and British Library
• Existing workflows and interface
• Opportunity to collaborate
• Collaborative process
• New workflows
• Benefits for OCLC users
• Lessons learned
www.bl.uk 3www.oclc.org
• A nonprofit, global library cooperative
• The world’s largest library service and research organization
• Provides cataloging, discovery, resource sharing, library management and Web services
About OCLC
WorldCat
Global ILL network
Electronic and print resource handling
Article Exchange & Article Exchange Custom
Interlibrary loan fee management (IFM)
Workflow automation features
Integrated fulfillment options
OCLC ILL: Unique Features
www.bl.uk 5www.oclc.org
OCLC ILL
FY13: 9,867 users
8.5millionrequests
$
2,867IFM users
www.bl.uk 6www.oclc.org
OCLC – BRI Existing workflow not optimised
• Clunky user experience
• IFM payment process manual and slow
• Difficult to chose required delivery mechanism
• No real time availability
• Max cost difficult to implement and currency exchange rate fluctuates
• Invalid ordering options causes failures
www.bl.uk 7www.oclc.org
FY12 FY13 FY140%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
British Library requests in OCLC
Requests received Requests unfilledLoans filled Copies filled
www.bl.uk 8www.oclc.org
British Library Document Supply ServiceHow is the BL responding?
Austerity – budget cuts
Licence constraints – DRM, cross border etc.
Challenges BLDSS response
Customer expectation – quality, speed and technology
One stop shop – print and digital. B2B and B2C
New business models; tiered pricing and RRO partners
Investment e-Commerce platform (with customer)
Subscribe and licence (publisher partnerships)
Work with STM Publisher Ass. and direct agreements
www.bl.uk 9www.oclc.org
New Direction – a fundamental review undertaken in order to reassess the strategic direction and redefine the business model
BL Brand(trust &
compliance)
Technology
Business Model
BL Brand(trust & compliance)
Continuous Improvement
APIMore “e”Mobile
DifferentialPricing andMarketing
Listen tocustomer
Reliabilityand
sustainability
www.bl.uk 10www.oclc.org
Opportunity to partner
• Technology – both OCLC and British Library introducing new platforms/ways of working. Web Services/APIs allow OCLC and BL’s platforms to work together seamlessly
• Business model – BL introduced differential pricing enabling supply of born digital material at a much lower cost
• Driven by customer requirements – understand the frustrations of the current workflow and a desire by both organisations to integrate workflows to meet customer requirements
www.bl.uk 11www.oclc.org
Working collaboratively
• Initial meeting – scope and commitment
• Agree timescales and schedule available technical resource
• Challenges – based in UK (2 sites) and US
• Joint project team with single agreed project plan across both organisations
• Fortnightly meetings – changed to weekly when close to launch
• Specifically designed service/interfaces to produce streamlined and consistent user experience across both services
• Regular checkpoints agreed including co-ordinated end to end testing at both BL and OCLC
New workflow
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www.bl.uk 20www.oclc.org
www.bl.uk 21www.oclc.org
OCLCBLDSS
Customer
Customer
Customer
Customer
Customer
API
Reliable and sustainable
service
Customer
CustomerCustomer
Delighted customers
A confusing picture
Benefits for our mutual customers
Streamlining the way we work together
Up-front transparent
pricing
100% copyright compliance
Seamless integration
Faster service
Informed choices
Order tracking
Real-time availability
More electronic content
Increased efficiency
Improved satisfaction rate
www.bl.uk 22www.oclc.org
Lessons Learned
• User experience is key
• Strong project management is important – teams from 2 sites in the UK, and a single site in the USA
• Formal and informal communication channels, both business and technical teams
• Work closely together – co-ordinate resource and be flexible on timescales
• Project lasted 9 months and launch date slipped by 6 weeks- went live Monday 11th August
www.bl.uk 23www.oclc.org
OCLC – British Library pilot
• Monday 11th August - End August
• 14 American libraries
• Open to everyone in September
• BRI as OCLC lending symbol still available for now
