Electronic Resources Workflow Analysis & Process Improvement Phase II

Transcription

1 Electronic Resources Workflow Analysis & Process Improvement Phase II Rosalyn R. Raeford & Beverly Dowdy Duke University Libraries 2013

2 Workflow Analysis: Problems Identified 1. Effective communication across units is hampered by inefficient and largely non-automated techniques. 2. Existing information about eresources is often inaccessible to workflow participants, or timeconsuming to retrieve. 3. Many existing eresources processes do not follow any standards, and often result in lost data and a high level of duplication across units. 2

3 Problems Identified Continued 4. Quality control measures are largely reactive rather than proactive, and rely heavily on patron-initiated notifications of issues. 5. Current staff practices are no longer sustainable, either financially or temporally. 6. The library risks both its collections management structure and the patron s experience by failing to address these systemic issues. 3

4 Workflow Analysis: Solutions Identified 1. Reduce delays caused by having only one person perform critical tasks. 2. Implement proactive quality control strategies to reduce patron access problems. 3. Implement measures to mainstream and expedite the loading of MARC records. 4

5 Solutions Identified Continued 4. Establish metrics for the completion of all critical elements of the eresources life cycle. 5. Improve data management and transparency of the eresources workflow and processes. 6. Leverage tools and technologies to maximize overall efficiencies. 5

6 Implementation Phase: Solutions Implemented 1. Moved to batch updating knowledgebase for single title ebook purchases. 2. Cross-trained staff to eliminate bottlenecks. 3. Established a policy for acquiring and loading MARC records. 4. Conducted a MARC record load audit. 5. Worked with Serials Solutions to move MARC records loads from 2 weeks to Moved checking knowledgebase to the trial stage of the process. 7. Began requesting all provider information in electronic format. 6

7 Implementation Phase: Solutions Pending 1. EDI ordering to eliminate item-by-item processing 2. Ticketing system for reporting access problems 3. Automatic activations in knowledgebase 4. Improving data management & transparency of eresources workflow and processes 7

8 Leverage Tools & Technologies to Solve Our Biggest Problem 1. The ERM-like team 2. Traditional ERMs not considered because: By and large they are data warehouses without any workflow technology They take on average 2-3 years to implement Our AUL for IT and Technical Services encouraged us to look outside of library vendors to other solutions 8

9 Leverage Tools & Technologies Continued Evaluating our options to improve data management and transparency of eresources workflow & processes: ImageNow Microsoft SharePoint Designer IBM Business Process Manager 9

10 Business Case for BPM 1. Highly automated workflow for processing and activating eresources 2. Standardized and integrated migration of eresource metadata and licensing data from trial to production phases 3. Team-based approach to handling eresources throughout the entire lifecycle 4. Facilitated eresources access and troubleshooting processes 10

11 Business Case (Continued) 5. On-demand visibility into the status of individual e- resources, and into performance metrics on processing and issues. 6. Single point of entry: an online dashboard. 7. Reporting and analysis features that allow quality control of workflow. 8. BPM platform provides a cost-effective path forward towards a more efficient, more effective, and more transparent resource management process. 11

12 Business Case (Continued) 9. Averaging the cost of BPM over four years, a oneyear cost of investing in the platform and its implementation represents 3% of our total resource expenditures budget. 10. Given the platform s potential to reduce major inefficiencies and its promise for improving user experience, Duke University Libraries could ill afford to pass up this opportunity. 12

13 Unique Titles Business Case (Continued) eresources Growth UP 470% 1,000, , , , , , , , , ,000 UP 85% 0 SFX thru May 2010 FY FY FY 2012 to March 2013 ebooks ejournals 13

14 BPM Workflow for Databases Database Workflow Diagram March 14, 2013 Subject Librarian (SL) START Send Trial Request to BPM Purchase Decision Task List q Review of users feedback & make purchase decision Complete Purchase Decision Task List NO Purchase? YES Acquisitions (ACQ) Trial Task List q Verify information sufficient to proceed (Yes/No) q Complete trial request form q Submit request to Provider q Configure Outlook to route Provider response to BPM q Check Knowledgebase for Database (Yes/No) Complete Trial Tasks List NO YES Stop Check KB NO YES License Negotiation Task List q Request & review copy of license agreement q Negotiate & finalize license agreement q Configure Outlook to route final copy of license agreement to BPM Place Order Task List q Create & Send PO to Provider q Suppress Bib Record q Configure Outlook to Route Provider s response to BPM Complete License Complete Place Negotiation Task Order Task List List Complete Verify Access & Prepare Invoice Task List q Verify Access to Database (Yes/No) q Prepare Invoice for Payment Complete Verify Access & Prepare Invoice Task List Access Failed? YES Pay Invoice Task List q Check invoice for accuracy q Route invoice to University Accounting for Payment q Update invoice paid/sent to R3 NO Complete Pay Invoice Task List Stop Invoice Database in Knowledgebase? Sufficient Info? License Attached Electronic Resources & Serials Management (ERSM) Activation Task List q Activate Database in Knowledgebase q Choose Best Landing Page q Check EZProxy for Domain Name (Yes/No) q Compare Provider & KB URLs (Yes/No) Serials Solutions Response & Provider Access Notification Attached Complete Activation Task List STOP Check EZProxy YES NO Domain Name? YES Provider URL = KB URL? Custom URL Catalog Database Task List needed for this q Catalog Database stage in process Complete Catalog Database Task List Complete Configure EZProxy Task List EZProxy Task List q Add Domain Name to Customize Interface Task EZProxy List q Customize Interface Complete Customize Interface Task List NO Send Alert Attach Serials Solutions Response; Provider Access Notification System q Request addition to Knowledgebase q Configure Outlook to Route Serials Solutions Response to BPM q Review Serials Solution Response q Request Missing Info Based on Info from Trial Request Form q Record reason for decision not to purchase STOP Purchase q Verify Order Information Complete Decision to Purchase Attach License Attach Invoice & Provider Access Nsotification Generate Pay Invoice Task List Attach Invoice Add New Task to Activation Task List Generate Activation Task List q Add Custom URL Hold for Trial Start Date / Notify SL NO Accepting Trials? YES Generate Trial Task List Send Alert Add New Tasks to Trial Task List: Archive Serials Solutions Response Add New Task to Activation Task List Stop Check KB Add New Task To Trial Task List Set up Trial in Django Send Alert Trial End Date Reached Generate Purchase Decision Task List Add New Task to Add New Task to Send Alert Purchase Decision Update Django Purchase Decision Update Django Task List Task List Generate Negotiate License Task List Send Alert Generate Place Order Task List Send Alert Provider Access Notification/Invoice Received Generate Verify Access & Prepare Invoice Task List Send Alert Add New Task to Verify Access & Prepare Invoice Task List Store License In SharePoint Generate Catalog Database Task List Generate EZProxy Task List Generate Customize Interface Task List Send Alert q Contact Vendor to Resolve Access Problem STOP Database Page 1 14

15 BPM Workflow for Databases 15

16 Subject Librarian BPM Workflow for Databases 16

17 BPM BPM Workflow for Databases 17

18 Acquisitions BPM Workflow for Databases 18

19 BPM BPM Workflow for Databases 19

20 BPM BPM Workflow for Databases 20

21 BPM BPM Workflow for Databases 21

22 BPM BPM Workflow for Databases 22

23 Subject Librarian BPM Workflow for Databases 23

24 BPM BPM Workflow for Databases 24

25 Acquisitions BPM Workflow for Databases 25

26 BPM BPM Workflow for Databases 26

27 Acquisitions BPM Workflow for Databases 27

28 BPM BPM Workflow for Databases 28

29 ERSM BPM Workflow for Databases 29

30 Other BPM Applications ejournal single titles ejournal packages ebook single titles ebook packages MARC record loads Cancellations Trouble-Shooting Quality Control 30

31 IBM Business Process Manager 31

32 Thank you! 32