“Eliminating wasteful activities in the service delivery chain will result in improved customer service. Improved customer service will lead to significant cost reduction” John Huber

Agenda Background Information on our cities Goals of RFID Implementation Components of RFID Lessons Learned

Background Info - Hamilton Hamilton has a population of approx 530,000 Over 530 square miles of urban and rural space Holds 176,746 in ,352,674 in ,647,960 in 2011 Circulation for 24 branches; 4,701,565 in ,122,736 in ,059,335 in ,346,100 in ,906,609 in 2011

DateProject Milestones - Hamilton 2006 Prepared RFP and ran pilot at 3 locations Libramation Awarded Contract $723,000 allocated 2007 System Implementation $620k for tags; $2.78 mill for RFID Reviewed vendor performance 2008 Awarded Sirsi Dynix / ITG contract for RFID Equipment Rollout 2009 Awarded MK Sorting Materials Handling Contract Equipment Rollout, 3 sorters December Continued Rollout of Sorters, Self Checks, Gates, Staff Pads 2012LibDispenser for Valley Park

By the numbers… Hamilton 35 self checks 65 staff pads 5 sorters 46 gates (pedestals) 1,648,000 items tagged since k – 300k added every year (new and re- tagged)

Background Info – Kingston Frontenac Kingston has a population of approx 150,000 Over 730 square miles of urban and rural space Online renewals in ,142 in ,461 85% of holds online Circulation for 16 branches; in ,108,535 in ,394,518 Self check 706,130 Self service 934,591

DateProject Milestones – Kingston Frontenac Staff committee of 12 Education and Consultant Tours – TO and Baltimore 2007 Selection Pittsburgh Pilot Turner Sorter Mini sorter 2010 Inventory wand, SY self checkout/in, DVDs 2012 Replace self Checks

By the numbers… Kingston-Frontenac 13 self checks 29 staff pads 3 sorters 16 gates (pedestals) ½ million items tagged 40,000 added a year

The Two Kinds of Technology Sustaining technologies improve performances of established products that are valued by the majority of the customers in mature markets. Disruptive technology is an innovation that helps create a new market and eventually goes on to disrupt an existing market displacing an earlier technology. RFID is a Sustaining Technology

Goals of the Project To enable staff to focus on value added customer service: customer assistance, reader’s advisory, information service and programs To increase job satisfaction by using expertise and education appropriately To address work-flow for increased volume of circulation, hold requests and movement of materials between locations To address ergonomic issues in handling materials To meet expectations for self-service options