1. Expediting Document Delivery from Remote Storage
Elizabeth Richardson & mike Collura
Kent State University Libraries

2. Elizabeth Richardson Mike Collura Interim Assistant Dean, Systems
Manager, Doc Del/ILL & Institutional Repository
Mike Collura
Interim Assistant Dean, Systems

3. Expediting Document Delivery from Remote Storage
Kent State University Libraries houses roughly one-third of our collection at a third-party commercial off-site storage facility. Presenters will review a workflow developed to fulfill Document Delivery requests for items at this facility that reduces both time to fulfillment and cost. Prior to this workflow, items were retrieved at the facility then sent to campus for processing. This practice created significant lag in delivery and increased overall costs. Leveraging ILLiad and Odyssey and taking advantage of available services at the facility, we addressed these issues by partnering with the vendor for scanning and delivery. Obstacles overcome will also be discussed. 

4. Background

5. Institution & Library Profile
Kent State University
University Libraries
Holdings
ARL
Locations
History of off-site storage
ILS set-up
Requesting from remote/off-site storage
-Institution info
Doctoral Research Public university in Northeast Ohio with >29k students
-University Libraries
3.3 million volumes
Main library on Kent Campus
4 Branches (Performing Arts, Map, Fashion, Architecture)
7 Regionals plus College of Podiatric Medicine
2 Off-site storage locations
Northeast Ohio Depository
AssureVault
-In 2011 moved roughly 500,000 monographs to AssureVault
-In 2012 move roughly 100,00 periodicals to AssureVault
-Our Millennium/KentLINK setup (AssureVault and the retrieval/delivery plan with KentLINK paging slips)
two locations for AssureVault (books & periodicals)
patrons request through OPAC
each morning, out ILS outputs a text delimited file that is sent to ASV with the title and barcode of items
those items are retrieved then delivered to campus by 1pm
--Mention that the terms remote and off-site are used synonymously in presentation

6. ILL Department Profile
Fill requests for patrons, including Community Borrowers, at all KSU campuses and materials held at all locations.
Fill approximately 20-24k Borrowing/Document Delivery/Lending requests/year
Lending is about 70% non-returnables (articles)
We use ILLiad

7. ILL Department Profile (continued)
Lending decline—total filled and fill rate
Document Delivery increase – free Article e-delivery
Late 2014 rerouted incoming Borrowing article requests to DocDel queue
Mention possible reasons for Lending decline:
license agreements not allowing ILL
mat’l temp in dark storage during moves and maybe we fell out of favor as lender
mat’l at other locations (including storage) and retrieval time/turnaround (dropping fill rate as evidence)
Document Delivery increase:
Free Article e-delivery plus offsite materials
Free Article e-delivery (Doc Del) service for all and increase in DocDel as reason for reroute.

8. Original Workflow

9. Document Delivery when Off-site
ILL staff reviewed request
Searched OPAC
Requested material from off-site storage
Received material locally
Fulfilled request
Returned material to off-site storage
Note that this workflow applied to both returnables and non-returnables.
Searched OPAC = Requested just like a patron
-Multiple steps and hands touching material locally (last 3 bullets).
This is still basic workflow for returnables … new system for article requests…

10. New Workflow

11. Document Delivery from Off-site
ILL staff review request
Search OPAC in staff mode
Locate barcode and enter into custom field
Assign to custom queue
Note that this workflow applies only to non-returnables (i.e. articles/scans). Books to be loaned still follow old procedure.

12. Fulfillment from Off-Site
AssureVault staff exports queue
Ingest into Total Recall system
Retrieve material

13. Fulfillment from Off-Site (continued)
Print cover page
Scan request
Fulfill
Refile material
NOTE: If unable to fulfill, assign to another custom queue.

14. Obstacles

15. Overcoming Pain Points
ILLiad client
Installation & updates
Hosted access and firewalls
Technical issues with Microsoft Word
Staff perceptions
MS Word issues include customized printables stored on network drive not accessible to off-site facility and the way ILLiad passes info for a merge.
Staff perceptions – Liz’s initial thoughts vs. now: Concern was it would be burdensome for ILL staff –wouldn’t ease workload and would cost us.

16. Outcomes

17. Before & After Comparison
Old Workflow
Time to fulfillment
2 to 4 business days
Cost of fulfillment
Retrieve & refile
Round trip shipping
Local staff time
New Workflow
Time to fulfillment
1 to 2 business days
Cost of fulfillment
Retrieve & refile
Scan per page
Example: 10 page journal article
OLD
Retrieve =
Refile =
Trip =
Surcharge =
Local staff = ? (at least 3 staff members handle the material – unpack, scan, repack )
NEW
Scan/page =

18. Results Half the time to fulfill
On average, 40% cost savings per request
Process is working well
Recently expanded to Lending
Meticulously thought through and tested process before going live.

19. Elizabeth Richardson Mike Collura Kent state university libraries