Harnessing Technology for Service Delivery: Best Practices in Academic Libraries

1. Harnessing Technology for Service Delivery:Best Practices in Academic Libraries Implementing a New ILS Jennifer Joseph, Sharon Premchand-Mohammed and Stella Sandy St. Augustine Campus Libraries

2. Overview The paper seeks to describe the implementation of a new integrated library system (ILS) at the Libraries of the three Campuses of The University of the West Indies. It traces the process from the initial planning and procurement stages, to the installation, “switch to production”, and transition to maintenance phases. It critically examines the process, and analyzes the strategies used to achieve the various defined objectives. Sharing the experience gained from the challenges faced and the problem surmounted, this case study is useful for small academic libraries in a developing world context, which face a variety of challenges when implementing new technologies critical to their relevance and survival.

3. Harnessing Technology for Service Delivery:Best Practices in Academic Libraries • Mission • Strategic vision for UWI Libraries • New era in information service delivery • Project Chronology • Implementation Challenges • Strategic Decisions • Lessons Learnt • Recommendations for Best Practices • Future Research

4. UWI Mission The enduring mission of The University of the West Indies is to propel the economic, social, political and cultural development of West Indian society through teaching, research, innovation, advisory and community services and intellectual leadership.

5. UWI Libraries Mission • To support the teaching, learning and research functions of The University of the West Indies • To be the premier repository of unique Caribbean materials

6. Strategic Vision for UWI Libraries • To implement a new integrated library system (ILS) for all three campuses • To improve information service delivery across the three campuses • To improve access across the three campuses • To foster the concept of ‘one university’

7. New Era in Information Service Delivery • Old system – VTLS: • limited capabilities e.g. unable to interface with external systems such as Banner and PeopleSoft • Inability to generate meaningful statistical data e.g. student usage patterns -- version no longer supported by the vendor

8. New Era in Information Service Deliverycontinued • New to accommodate the requirements of institutions of all types system – ALEPH 500: • Can be tailored to accommodate the requirements of institutions of all types and sizes • Easy to use with user-friendly workflows and intuitive graphical interfaces to increase staff and patron efficiency • Scalable system that enables libraries to add modules as required to suit their environment • Open technology that is based on industry standards • Fully integrated ILS which gives access to all its functions from a single interface

9. Project Chronology • 2001 University Grants Committee approval • 2001–2002 Needs assessment on three campuses (driven by Library Systems staff) • 2003 Preparation of Request for Proposal (RFP) • Feb. 2004 RFP issued to vendors • Mar. 2004 BID proposals received from vendors • Apr. 2004 Evaluation process began • Sep./Oct. 2004 Short-listed vendors gave demonstrations on each campus • Feb. 2005 Evaluation process completed – Ex Libris recommended • Apr. 2005 Ex Libris selected • Apr. 2005 Negotiations with Ex Libris began • Nov. 2005 Contract signed with Ex Libris • Dec. 2005 Project Kick-Off teleconference

10. Project Chronologycontinued • Feb. 2006 STA Servers received • Mar./Oct. 2006 ALEPH 500 training begins • Mar./Dec. 2006 Data conversion begins • May 2006 Operations Analysis conducted • Jun. 2006 ELUNA 2006 • Jun. 2006 Contract modification – replace the implementation of ALEPH Reporting Centre (ARC) with the implementation of SFX and Metalib • Sep. 2006 Earthquake hits Trinidad and Tobago – Main Library severely damaged • Oct./Nov. 2006 Rollout of Staff training • Dec. 2006 Production Load • Jan. 2007 Switch to Production • Mar. 2007 Switch to Support Overall Project – 6 years Implementation – 13 months

11. Implementation Challenges • Vendor’s lack of knowledge of UWI environment – first implementation by the vendor in the Caribbean • Finalisation of technical environment took too long (4 months for STA) - impacted on project timeline • Lack of time in the project schedule for vendor to analyse and understand UWI existing workflows

12. Implementation Challengescontinued • Too many documents used to analyse UWI environment which were not customized to UWI’s requirements • Training delivery by vendor; • method and timing • too much content in too short a time • Lack of time in the project schedule for training • Inappropriate scheduling of training sessions

13. Implementation Challengescontinued • Functional teams leadership • Cultural issues • Lack of buy-in by some members of staff which started way back in the evaluation process • Lack of time for testing before STP (switch to production) • Natural disasters – earthquake, flooding • Network and electrical problems • Complex documentation • STA and CAV are different libraries but were seen by the vendor as very similar

14. Strategic Best Practices • Extended project plan • 9 months to 12 months • ELUNA (Ex Libris Users of North America) conference attendance • attendance at 2006 conference during implementation was crucial in obtaining a major contract modification • critical for getting strategic vision of vendor which would inform UWI future strategy

15. Lessons Learnt • Change management • Should be integral part of implementation including pre and post periods • More aggressive negotiation • “the customer is always right” • If the product is a customizable one then why should the customer fit the product’s requirements? • Don’t try to do things in a short period – more time gives a less margin for errors • Core Implementation Teams should be: • Multidisciplinary • Dedicated staff

16. Lessons Learntcontinued • Functional Teams should be more participatory – ‘buy-in’ mechanisms should be in place before project implementation begins • User conference attendance – provides valuable information in making strategic decisions • More onsite visits (extended periods) by vendor – would assist in better understanding of the system by the client and the environment by the vendor

17. Recommendations for Best Practices • Cold periods should be used for project review at several stages of the project • Enforce agreements made with vendor – VTLS Classic experience would have been invaluable to the project • Longer project period – 18 months

18. Recommendations for Best Practicescontinued • Ensure that vendor completely understands the concept of ‘one university’ that has different environments structurally, socially and culturally • Ensure that training and configuration activities are scheduled concurrently or in tandem

19. Future Research • SFX • Metalib • Verde • Move towards unified information platform • library system • electronic resource management • institutional repository • digital resources management

20. Thank you • Special thanks to Librarians Allison, Floris, Gerard, Kathleen • Special thanks to co-authors - Sharon and Stella.