From ILL to online ordering? An improved service for OCLC and British Library users Katie Birch – OCLC Samantha Tillett – British Library

2 Introduction Overview of OCLC and British Library Existing workflows and interface Opportunity to collaborate Collaborative process New workflows Benefits for OCLC users Lessons learned

3 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

WorldCatGlobal ILL networkElectronic and print resource handlingArticle Exchange & Article Exchange CustomInterlibrary loan fee management (IFM)Workflow automation featuresIntegrated fulfillment options OCLC ILL: Unique Features

5 OCLC ILL FY13: 9,867 users 8.5 million requests $ 2,867 IFM users

6 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

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8 British Library Document Supply Service How 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

9 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 API More “e” Mobile Differential Pricing and Marketing Listen to customer Reliability and sustainability

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

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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OCLC BLDSS Customer API Reliable and sustainable service Customer 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

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 11 th August

OCLC – British Library pilot Monday 11 th August - End August 14 American libraries Open to everyone in September BRI as OCLC lending symbol still available for now

Thank you - any questions?