Harnessing Technology for Service Delivery:Harnessing Technology for Service Delivery:Best Practices in Academic LibrariesBest Practices in Academic Libraries

Jennifer Joseph, Sharon Premchand-Mohammed and Stella SandySt. Augustine Campus Libraries

Implementing a New ILSImplementing a New ILS

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.

Harnessing Technology for Service Delivery:Harnessing Technology for Service Delivery:Best Practices in Academic LibrariesBest 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

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.

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

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’

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

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

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

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

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

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

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

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

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

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

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

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

Future Research

• SFX

• Metalib

• Verde

• Move towards unified information platform

– library system

– electronic resource management

– institutional repository

– digital resources management

Thank you

• Special thanks to Librarians Allison, Floris, Gerard,

Kathleen

• Special thanks to co-authors - Sharon and Stella.