Business Analytics and Planning: Digitisation Benchmarking Project NIA ELLIS INFORMATION SERVICES, ABERYSTWYTH UNIVERSITY [email protected] Why take part? Low numbers taking up digitisation Charging for digitisation seen as barrier Long turnaround times raised issues regarding capacity for increasing digitisation Potential for increasing student satisfaction with access to materials on reading lists What do our customers want? more of the books that lecturers advise us to read Core texts! More copies of department required reading E-texts and online resources. Essential course books Digitisation request received. M&S produce job sheet, inc £10 admin charge Request sent to Media and Sales BL send link to CLAstaff which is sent to M&S Request sent to BL M&S adds copyright notice and charges £10 Lending receives BL invoice and lists digitisation work by dept. Job sheet sent to Mat Acq through email Check whether payment directly from dept Yes Lending passes information to Mat Acq No Mat Acq transfers money out of dept fund to overall surplus Check whether payment directly from dept Yes Mat Acq creates dummy invoice for departments No Mat Acq invoices department Mat Acq pays BL by transfersring money out of dept fund to overall surplus Dept pays and money goes to general book fund Digitisation Benchmarking Project 2012-2013 http://wrap.warwick.ac.uk/58472/ Digitisation benchmarking project: initial project outline Identify recording methods used by each institution and establish a suitable method to adopt for benchmarking purposes. Calculate the volume of digitised texts for each institution and identify peaks in service. Record digitisation activity and process from request receipt to delivery to establish turnaround times at given dates throughout the academic year. This will enable institutions to position themselves in relation to comparator libraries. Compare and share information based on turnaround times to ensure a customer-focused service. Data recording spreadsheet Institution number Number of Requests Received Number of Fulfilled Requests Number of Unfulfilled Requests Number of Renewal Requests Number of New Requests Turnaround time Fulfilled requests - Aberystwyth 9 8 7 Fulfilled requests 6 5 Aberystwyth 4 3 2 1 0 September January May Sample weeks July Average Turnaround Times (days) 14 12 10 Days 8 6 4 2 0 September January May Sample weeks July Average Turnaround Times (days) - Aberystwyth 45 40 35 30 Days 25 20 15 10 5 0 September January May Sample weeks July Average turnaround times (days) 45 40 35 30 Days 25 Aberystwyth 20 Benchmarking group 15 10 5 0 September January May Sample weeks July Project impacts Improvement in processes Upskilling new staff to deal with peaks Employing temporary staff to deal with backlog Bringing scanning in-house Investing in new scanning equipment Researching new software solutions Inform SLAs Created community of digitisation service professionals Number of items digitised at AU Items digitised by year 400 350 300 250 200 150 100 50 0 2010-2011 2011-2012 2012-2013 2013-2014 Next? Work with Reading List management system for possible pro-active scanning Continue to implement Packtracker and investigate reporting facility SLAs and KPIs Increase number of digitised texts Conclusion Achieved project objectives Identify suitable recording methods Record digitisation activity across academic year Establish turnaround time as a comparator benchmark Achieved our objectives Provided us with information and data to write business cases for staff/resources Improved our capacity to deal with current and future workload Provided us with benchmarks Acknowledgements Thanks to: 12 other institutions who took part and shared data and experience Warwick University for supporting the project Sharon Tuersley for leading and coordinating and writing the final report (as well as quarterly reports) All involved in digitisation at Aber for their patience and hard work.