Lessons Learned -Facilities

sillysepiaElectronics - Devices

Nov 27, 2013 (3 years and 10 months ago)

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Lessons Learned
-
Facilities


Renovations provide opportunity to implement RFID
(and vice versa)


Sorters need a lot of space, customers need space to
place items, equipment and materials interfere with
readers


Compare costs of Kiosk
vs

Table Top Self Checks
-

Table top cheaper and more flexible


Build your own


Desk top
rather than
under
-
mounted staff
pads


Removed receipt printers from sorters



Lessons Learned
-

Customers


The Public is initially concerned about staff losing
jobs


need to have standard public service
messages ready


Public need reason to go to self check


reduce staff
on desk


RFID has helped enable staff spend more time on
higher value customer interactions


Other changes: hold process, floating collections
have also helped


Increase in circulation without increasing staff


back up stats are helpful for messaging



Lessons Learned
-

Customers


Most
customers respond very positively to RFID


More privacy; quicker check
-
in


In control of transaction


Greeter
very helpful to introduce new technology


First impressions are key


ensure success


Capitalize on the Wow factor


Staff assistance will vary and that’s ok


do it for
them, do it with them, hover just ‘in case’



Lessons Learned
-

Operations


Running the pilot project created the knowledge
base for a successful system implementation


It’s a project


run it like one


Efficiency improvements require a system
implementation


Have a backup plan for when sorter is down


Running two parallel systems is difficult for a long
time


Upgrade on a closed Friday and opening with new
on Saturday was stressful for staff





Lessons Learned
-

Training


Cross & small group training works well


Basic technical knowledge for staff so they can
troubleshoot effectively and coach customers


Need a lab to practice typical situations, test for
SIP upgrades


Schedule shifts in RFID branches for staff who are
about to use new technology


Impact of RFID (and Other Changes)

10,000
12,000
14,000
16,000
18,000
20,000
22,000
24,000
2000
2002
2004
2006
2008
2010
2012
HPL Circs per FTE 2001
-
2011

Circs per FTE
Next steps for Hamilton


Improved statistical reporting through Xpresscheck
management console and Exit Watch software


Complete the rollout of the last self checks and gates


Complete installations at remaining locations


New Builds


Lynden, Waterdown


Renovations

Terryberry, Kenilworth & others


Inventory wand


Library Dispenser for alternative service delivery


Move from project implementation to operational
mode


Improve documentation and support processes



Next steps for Kingston
-
Frontenac



Finish retagging project


Replace Self checkouts


Add inventory


Book dispenser


Lockers



Questions?

Karen Anderson

Director, Public Service Branches

Hamilton Public Library

kjanders@hpl.ca


Mary Sakaluk

Manager, Digital Technology Infrastructure

Hamilton Public Library

msakaluk@hpl.ca


Lester Webb

Manager, Systems and Technical Services

Kingston
-
Frontenac Public Library

lwebb@kfpl.ca