NICCL PLUS

1. NICCL PLUS Northern Indiana Computer Consortium for Libraries PLUS Other Geographic Areas and Other Government Entities

2. Vision • Group Agreement for Computer Support Services To cultivate a technology consultant as an expert in services specific to libraries in a manner that is affordable and available to each library regardless of size or budget.

3. Membership • Six small public libraries (1998) • Forty seven in twenty counties (by 2006) • Serving populations from 2,500 to 217,000 • 50 % small public libraries (less than 10,000 population)50% medium and large public libraries • Current contract revised: now open to other government entities (cities, towns, schools, counties, etc.)

4. Common issues • Most libraries received IT support from a company or individual who only had 1 library client • Many libraries were researching solutions to same or similar needs • Often hourly rates were high regardless of level of support

5. Interlocal Agreement(to form Group) • One library designated as Accounts Payable Library • $100 membership dues • Advisory Board - seven representatives • Small/medium libraries • Large libraries • Directors • IT Staff • Geographic area

6. Computer Support Agreement • Defines relationship between the Group and the Service Provider • Terms are designed to - provide flexibility to meet needs of libraries of different size and different levels of development in use of technology • maintain long term relationship with provider RESULT: Builds knowledge base that carries from one member to the next

7. Terms of Agreement • Coverage: • Software installation and upgrade • Programming • Troubleshooting hardware & software conflicts or problems • Peripheral installation (printers, etc) • Software and hardware specification and configuration • Consultation • Network design and configuration • Training

8. Terms of Agreement (cont.) • Four classes of network support • Senior systems engineer • Systems engineer • Systems Technician • Client Services/Project Management • Three rate structures • Standard discount • Monthly Scheduled Service – 4 hours • Monthly Scheduled Service – 8 hours

9. Terms of Agreement (cont.) • Service Delivery • On-site • Remote support • Phone support • Premium service multipliers (pre-approved after hours, weekends and holidays, emergencies)

10. Terms of Agreement (cont.) • Prioritizing support requests • Critical – system does not function • Severe – operation severely degraded • Moderate – operation moderately degraded • Minor – no performance impact • Travel Options • Port-to-port with shared costs when two or more libraries are visited in one day • Flat fee

11. Key Benefits: Group • Affordable • Pay only for hours used • Group purchasing • Flexible • “As needed” or scheduled visits • Sole support or backup support for complex or time-consuming projects • Support for anything from simple repairs to consulting or network installation

12. Key Benefits: Group (cont.) • Provider Experience • Group of well-trained technicians • Common issues: ie grants, filtering, pc management, etc • Learn from each other • Standardization • familiarity increases productivity • Training • individual or group

13. Key Benefits: Provider • Steady income • Regular schedule • Common issues Reduces learning curve Greater efficiency • Opportunity for growth Develop as “expert” in addressing library needs

14. Selection Criteria for Provider • Are there enough technicians to cover geographic area? • How will travel time be calculated? • Are there satellite offices? • What is the CEO’s vision for future technology and how does that translate to libraries? • Is the company proactive or reactive? • What is the level of expertise and do they retain experienced employees? • What kind of organizational structure is in place to deal with complexities of serving multiple library clients?

15. Group Activities • Guest speakers: technology and/or funding issues • Technology Grants • Demos • Training • Software Development • Summer Reading Program • Genealogy • Group Auction • Technology Standards • Mentor Program • Group Purchase Discounts

16. Lessons Learned • Keep administration simple • Networking is a primary benefit • Engage directors and IT staff • Biggest contract challenge: travel costs

17. Lessons Learned • Numbers Count • Provider Perspective • Reduce travel costs by combining site visits • Addresses cyclical nature of technical support • Larger customer base gives opportunity to hire additional support team members • Larger customer base means additional revenue from hardware and software sales, equipment repair, etc. • NICCL Plus Members Perspective • Reduced rates • Group purchasing: more members, more bargaining power • Group projects: more members = lower shared costs

18. Lessons Learned • Historical Perspective • 60% of members use 85% of hours • “High volume” users are those using 5 hours or more per month • “Low volume” users are those using less than 5 hours per month • Group Perspective - we reach win/win when: All members receive reduced rates due to # of hours used by high volume members Low volume libraries add depth to the group with more hours, more technical expertise of IT staff, and by allowing small libraries with limited resources to participate too

19. Presented at ALA Annual Conference - July 11, 2009 For more information, contact: • Lissa Krull, Nappanee Public Library ph (574) 773-7929 ext 211 fax (574) 773-7910 email lkrull@nappanee.lib.in.us • Linda Yoder (547) 354-0315 linda.yoder@mchsi.com