1. British Library document Supply Service

2. 2 Building the future service Live November 2011 £6m project over 2 years Replace ALL of the current technology supporting Document Supply More efficient workflow supported by technology Standardisation, Rationalisation, Optimisation Meaning: More efficient searching of our collections More information about what is available and when Clearer pricing information Enhanced document supply services More documents available for immediate PDF delivery Full colour reproductions of printed materials as standard Increased fulfilment through new partnerships with back up libraries Immediate download, 2 hour, 24 hour & 4 day services New, lighter DRM services requiring no software downloads (in discussion)

3. 3 Business to business (Library System to BL) Existing customers ordering via their Library System don’t have to change anything, but: Significant reduction in number of Reply Codes (25 rather than 100+) ‘Looser’ Automated Request Transmission format human readable emails on-line fixing of request formats Faster responses Improved matching – right job to the right place first time – 40m article records to support matching Better rights management Automated Waiting Lists Electronic routing of jobs

4. 4 New on-line service More efficient searching New online gateway brings different collections together in a single search More granular searching of items, frequently to article level, rather title level Easy to understand information delivered in plain English More information about what is available and when Availability of items shown at search results Estimated delivery dates provided Faster response times - know within seconds whether we can fulfil the item Automated estimations of despatch dates and order confirmation Track progress of orders online and in real time Clearer pricing information All pricing information shown at point of order Increased itemisation of pricing, including details of copyright fees and service charges

5. 5 Google-like on-line keyword search

6. 6 4 stage ordering 1. Confirm selected item

7. 7 2. Check availability and cost and select delivery options

8. 8 3. Choose/confirm where you want the item delivered

9. 9 4. Review and add to your basket

10. 10 Shopping Basket

11. 11 Track your own orders on-line and view details

12. 12 Track your Researcher’s orders on-line and view details (Note: ALL orders – ARTEmail and on-line)

13. 13 Approve your researcher’s orders, view details and change them! (all optional)

14. 14 Business Account Administration - Login

15. 15 Business Account Administration – Select Account

16. 16 Business Account Administration – Top level details

17. 17 Business Account Administration – General Options

18. 18 Business Account Administration – General Options 2

19. 19 Business Account Administration – Order Status Alerts

20. 20 Business Account Administration – Ordering Options

21. 21 Business Account Administration – Add Users

22. 22 Business Account Administration – Add Addresses

23. 23 Business Account Administration – Add Groups