Performance measurement i fjernlånet Hvad har vi lært af den nordiske undersøgelse og hvordan anvender vi det i praksis?

1. Performance measurement i fjernlånetHvad har vi lært af den nordiske undersøgelse og hvordan anvender vi det i praksis? Poul Erlandsen Sektionschef, Danmarks Pædagogiske Bibliotek Köpenhamn

2. My background • Sektionsleder Dokumentlevering , Danmarks Pædagogiske Bibliotek, 1996- • Formand, Danmarks Forskningsbiblioteksforenings Interessekreds for Fjernlån, 1997-2001 • Nordiske Videnskabelige Biblioteksforeningers Forbund (NVBF) ansv. for fjernlånsinitiativer, 1990- • Medlem af IFLA’s Standing Committee on Document Delivery and Interlending, 1999- (Secretary 2001-2003, Chair 2003- ) • Medlem af styregruppen for nordisk ILL PM Study

3. My presentation • Summary of findings of the Nordic ILL Performance Measurement Study • Recommendations • Other studies • Implementation • New Danish transportation system for library materials

4. Other studies • Measuring the Performance of Interlibrary Loan Operations in North American Research and College Libraries. (Mary E. Jackson. May 1998, ISBN 0-918006-33-3, 122 pp). • Interlibrary Loan and Document Delivery Benchmarking Study, Australia, 2001 http://www.nla.gov.au/initiatives/nrswg/illdd_rpt.doc • Assessing ILL/DD Services Study, ARL, 2002

5. Survey: aims (by Nordinfo) • improve performance of ILL service • improve the status of ILL as a service form • advance resource sharing • develop work practices • allow charging on an appropriate level • develop a toolbox to continuous evaluation of delivery • develop statistics that answers to questions on meeting the mission, goals and objectives of libraries

6. Steering Group • Pentti Vattulainen, Finland (proj. coord.) • Poul Erlandsen, Denmark • Thorny Hlynsdóttir, Iceland • Hans-Martin Fagerli, Norway • Agneta Lindh, Sweden

7. Participation • turnaround time: 49 • unit costs: 44 • fill rate - lending: 38 • fill rate – borrowing: 36

8. Volume

9. Volume / FTE

10. Staff structure: borrowing

11. Staff structure: lending

12. Unit costs (Euro)

13. Cost structure / borrowing

14. Cost structure / lending

15. Turnaround time / days

16. Turnaround time

17. Fill rate

18. Recommendations • Union catalogue • Important that all records are delivered to the national union catalogue • status of holdings must be easily accessible • user involvement in requesting procedures saves time and money • Staffing • High level staff means higher unit costs • Essential to train staff • Electronic delivery will reduce costs and speed up delivery

19. Recommendations • Users • raise user expectations • Inform your users about the service level, service declaration • Charging users raise your unit costs • Organisation • internal processes: organisation reviewed regularly • own library has high performance as supplier • centralise lending • decentralise borrowing • Choose your suppliers carefully • cooperating libraries / participate in consortia

20. Best practice in Nordic ILL • Working Group is at the moment writing a document with recommendations for libraries wanting to improve their ILL borrowing and lending services

21. Key findings from the Australian study Requesting • Patrons submit requests electronically • Use online, up-to-date union catalogues to locate items • Train staff in search tools, ILL systems, sources • Allow users to track requests electronically • Receive copies electronically • Use cooperative agreements

22. Key findings from the Australian study Supplying • Add and maintain holdings to union catalogues • Train staff well • Automate • Reduce steps in workflows • Use cooperative agreements

23. 1996 ILL/DD Performance Measures Study • High-performing borrowers • maximize their use of technology • monitor performance of lenders • maintain a paperless office • encourage patrons to submit requests electronically • use fast delivery methods • do not charge their patrons

24. 1996 ILL/DD Performance Measures Study • High-performing lenders • Manage lending in a business-like manner • Maximize use of technology • Maintain a paperless office • Use fast delivery methods • Charge, but use OCLC’s IFM or accept credit cards

25. 2002 Assessing ILL/DD Services Study • User-initiated is faster, less expensive, and better (higher fill rates) than mediated ILL/DD • Unit costs have decreased about 20% for borrowing and lending (when adjusted for inflation) • Fill rates are virtually the same • Turnaround time is faster, and the variation between loans and copies is greater

26. Commercial Document Delivery • Users ordering directly from supplier; no ILL staff involvement • Unit cost is $12.73 • $4.77 less than the $17.50 mediated • Borrower fees represent 85% of unit cost • Turnaround time is 2.70 calendar days for copies • Faster than 6.20 days for mediated • Fill rate is 5% higher - 91% vs. 86%

27. Implementation - DanBib

28. Implementation – bibliotek.dk

29. Implementation - staff • Hired more students for lending and copying • Every staff member has a right as well as a duty to receive training, attend conferences etc for two weeks per year

30. Implementation - users