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Performance Management Presentation Provide Library Services. Team Members: Ted Crump, Betty Landesman, Rosalie Stroman, Jennifer Vrettos, and Susan Whitmore (Team Leader) ORS National Institutes of Health January 11, 2005. Table of Contents. Main Presentation
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Performance Management PresentationProvide Library Services Team Members: Ted Crump, Betty Landesman, Rosalie Stroman, Jennifer Vrettos, and Susan Whitmore (Team Leader) ORS National Institutes of Health January 11, 2005
Table of Contents Main Presentation PM Template ……………………………….……………………….5 Customer Perspective……………………….……………………………….7 Internal Business Process Perspective………………………………………………….……17 Learning and Growth Perspective…………………………………………….…………23 Financial Perspective………………………………………………………26 Conclusions and Recommendations………………………………….…………..43
Table of Contents (cont.) Appendix………………………….………………………………. Customer Perspective C1b: Increase the Number of Heavily Used Reference Books Available in Electronic Format………………………………..…………49 C1c: Percentage of Document Requests Filled In-House…………………………………………………………..………….50 C2a: Number of Web-based Bibliographic Instruction Modules………………………………………………………………..….52 C2b: Instruction Attendance by Type…………………………………..53 C2c: Bibliographic Instruction Program Evaluation Scores………………………………………………………………..……54 C4: Customer Segmentation Data……………………………………..57 Internal Business Process Perspective IB1: Number and Type of Special Projects Contracted For…………………………………………………………….………….. 62 IB3b: Median Time it Takes to Translate Document Requests In-House in Business Days….……………………………………….…65
Table of Contents – Appendix (cont.) IB3c: Percent of Tutorial Requests Responded to Within One Business Day………………………………………………………….….67 IB3d: Percent of Database Search Requests Fulfilled in 24 Hours or the Time Negotiated with the Requestor…………………...68 Learning and Growth Perspective LG1c: Survey Current Learning Environment….………………….….70 Financial Perspective F7a: Percent Deviation from Maximum Capacity for Translate Documents……………………………………………………………….72 F7c: Percent Deviation from Plan for Classroom Bibliographic Instruction Program………………………….………………………….74
C1a: Percent of Current Journals in Electronic Format • Target: Provide 100% of current journals in electronic format • Result: Eighty-four percent of the current journals are now available in electronic format • Benefit: Customers access needed information immediately • Limiting factors: • Some journals are not available electronically • Unacceptable license restrictions or cost
C1d: Words Per Hour Translated by In-House Translators • Target: Meet or exceed translation standard of 150 words translated per hour • Target set by State Department and Voice of America translation services • Result: Target translation rate exceeded by 69% in FY04 • Benefit: Number of documents translated is maximized
C3c: Digital Reference Service Evaluation Ratings • Target: 80% or more of customer agree or strongly agree with evaluation criteria. Thirty-four percent of customers completed a survey in FY04. • Result: Customer satisfaction with the digital reference service has increased over the past three years. All evaluation criteria receive a rating of 80% or more except the criterion of whether the service is more convenient than using a phone. In fact, the librarians sometimes find it necessary to call the customer during the transaction to make service delivery more efficient. • Benefit: Provides a way for customers to contact the library via computer in real time, and makes it possible to push web pages to customers, when appropriate, to answer their question.
C3: Customer Scorecard Ratings of User Satisfaction • A user needs assessment is planned for FY05 – NIH staff will be surveyed by telephone to determine the information resources and services most needed in their jobs • A scorecard survey will be used in FY05 to determine customer satisfaction with the Provide Copies of Publications service • No customer scorecard surveys were conducted in FY04
C4: Customer Segmentation Data • Customer segmentation data is presented in the Appendix for four services: • Provide copies of publications • Provide self-service copiers • Translate documents • Provide custom research assistance • As in the past years, customers are spread across all IC’s. There is heavier use of services by larger IC’s and groups most directly engaged in patient care and biomedical research • The Library serves not only NIH but also: • FDA/CBER on the Bethesda campus • NIST and CDC (document delivery services) • Beginning in May 2004, six other HHS agencies including IHS, SAMHSA, HRSA, OS, AOA, and ACF
IB2: Number of New IT Systems or Software Solutions Implemented • Target: Implement two new IT systems or software solutions in FY04 • Result: More than two new systems or solutions were implemented in FY04. Some of the most exciting are: • New NIH Library website was introduced in February. Content management software was implemented to manage the website, and SQL databases created to manage online journals, books, internet sites, and databases. Benefit: additional functionality is provided to customers and the website is more easily managed and updated. • HHS Library Consortium – The Consortium obtained access to additional Nature Publishing Co. clinical and research journals. Benefit: this acquisition saved NIH more than 20% of the cost of these journals and included a price cap through 2007. • The Web of Science, one of the most used of our electronic resources, was upgraded to the Web of Knowledge.
New IT Systems or Software Solutions Implemented in FY04 (cont.) • MetaLib fully implemented. This software package enables customers to conduct searches of our website, and to search across several resources at one time. Benefit: Customers save time searching for information. • Wireless Access for Reading Room - The NIH Library became the first public space at NIH to have a fully implemented CIT wireless installation. Benefit: NIH Staff can now link to the NIH network with their laptops while in the Library. • Laptops for Customers- Six Dell Latitude D800 laptop with Windows XP, 512 MB of memory, wireless connectivity, WordPerfect Office, and Microsoft Office are available for use in the Library. The laptops login to the NIH domain providing full internet connectivity for customers. Benefit: Customers have access to laptop computers that will link to the NIH network. • Online Catalog – The online catalog was upgraded to Innovative’s Millennium Silver software release. Benefits: Enhancements that benefited acquisitions, cataloging, and circulation functions in the Library. In addition, a new web interface for the catalog was introduced.
IB3a: Percentage of Document Requests Filled In-House in Three Business Days • Target: Fill 95% or more of document requests in three business days. • Results: Average fill rate for FY04 was 89%. Staffing issues decreased the document turn around time in FY04.
LG1a&b: Percentage of Library Staff with Individual Develop Plans and with 80% of Activities Completed • Annually Library staff develop Individual Development Plans (IDP’s) which list areas for development and training for the current year • Target: 66% of staff will have IDP’s developed by 2/28/04 • Result: 63% of staff had IDP’s by 2/28/04 • Target: 80% of staff will have completed 80% of their IDP objectives by 12/30/04 • Result: 81% of staff completed 80% of their objectives • Benefit: The Library continues to develop as a Learning Organization and encourages learning and growth by all Library staff
F1: Change in ‘Unit Cost of Information’ – a Unique Financial Measure • Target: Maintain the cost of information provided to NIH staff at $1.00 per unit of information. • The unit cost of information is calculated by dividing the cost of the information into the number of information units used. • A unit of information may be a search, a document supplied, a customer instructed, an article downloaded, or a visit to the website.
F1: Change in ‘Unit Cost of Information’ – Number of Units Used • Use of information units has increased 58% in the past five years. • The electronic resources are very heavily used and their use increases each year. This increase drives up the number of information units used.
F1: Change in ‘Unit Cost of Information’ – Unit Costs FY00-FY04 • The unit cost of information is calculated by dividing the cost of the information into the number of information units used. • Results: The unit cost of information has remained fairly steady over the past five years. • Electronic resources are more expensive than print resources; however, they are used more heavily thereby keeping the unit cost of information steady.
F2: Change in Unit Cost and Number of Contracts or IAG’s for ‘Custom Research Assistance’ • Custom research assistance provides services that are outside the range of basic library services, but which are needed by our customers. They are services which are information related and utilize the skills of professional librarians. • The unit cost for provide custom research assistance has remained constant for three years. • Twenty custom projects were undertaken in FY04. • Unit costs are not directly related to the number of projects completed in a year.
F2: Unit Cost and Number of Custom Service Projects Completed in FY01 – FY05
F3: Change in Unit Cost and Number of Document Requests Filled for ‘Provide Copies of Publications’ • Provide copies of publications provides books, journal articles, and other materials requested by customers. • The unit cost has remained constant over the past five years. • This is the Library’s most heavily used service. Over 228,000 publications were provided in FY04. • As more documents are available directly to customers in electronic format, fewer request are received by the Library.
F3: Unit Cost and Number of Documents Supplied for ‘Provide Copies of Publications’ for FY01–FY05
F4: Change in Unit Cost and Number of Documents Translated for ‘Translate Documents’ • The unit cost for translate documents has risen 39% over the past five years. Costs are primarily based on salaries and contracting costs. • There were 738 items translated in FY04 – a 7% increase from FY01. • More and more translations must be contracted out as the current translations staff are working at maximum capacity. Contracted translations are reviewed by in-house translations staff to ensure the accuracy of the translation, thereby reducing the amount of time translators have to translate. • The addition of a Spanish language translator is under consideration.
F4: Unit Cost and Number of Translations Completed in FY01–FY05
F5: Change in Unit cost and Number of Units of Information Provided for Primary Library Services • Primary library services includes the electronic and print collections, reference services, and bibliographic instruction. • The unit cost for provide primary library services has risen 44% over the past four years. Costs are primarily based on salaries and the cost of electronic and print resources. The cost of electronic and print resources rises 10-20% each year. • This service is growing. Almost 10 million units of information were used last year – an increase of 76% in five years. This increase clearly indicates the customer’s preference for electronic access to information resources.
F5: Unit Cost and Number of Units of Information Provided in FY01–FY05
F6: Change in Unit Cost and Number of Visits to Self-Service Photocopy Center • The unit cost of self-service copiers rose 32% in FY04. • In FY04 there were 13,174 visits to the self-service copiers – a decrease of 68% over four years. • Use of copiers has decreased as more and more publications are available electronically and, hence, the unit cost for the service has increased. • The Library is investigating the use of keycards for the self-service copiers to reduce the unit cost of the service.
F6: Unit Cost and Number of Visits to Self-Service Copiers in FY01-FY05
F7b: Percent Deviation From Maximum Capacity for Provide Copies of Publications • Target: 90% asset utilization • Result: 85% asset utilization. The deviation from maximum capacity was due to staff absences particularly during the latter part of the year • Included are government and contract staff hours
F7b: Asset Utilization: Percent Deviation from Maximum Capacity for Provide Copies of Publications for FY04
Major Accomplishments for FY04 • The website redesign and new brand was successfully launched in February 2004. The website provides increased functionality, and the use of content management software has streamlined management and maintenance. • The Health Services Research Library (formerly the Parklawn Library) became a branch of the NIH Library and a new HSRL website was launched in the beginning of FY05. • Customers can checkout and use laptops to access the NIH network while in the Library. • The “unit cost of information” remains steady as we add new electronic resources to the collection – some at reduced cost due to cooperative purchases made by the HHS Library Consortium. • The use of Provide Copies of Publications service has continued to decrease as customers access the electronic resources directly and retrieve needed publications.
Initiatives for FY05 • A user needs survey will be conducted with the customers of the Health Services Research Library and a plan for communicating with these new customers will be developed and implemented. Informationist services will be offered to HSRL customers. • More electronic reference books will be purchased in conjunction with the HHS Library Consortium. • A user needs survey will be conducted with NIH staff. • The A-76 Library Technician study will be completed. • The number of informationist assignments with NIH IC’s will be increased.
Appendix Contents Customer Perspective C1b: Increase the Number of Heavily Used Reference Books Available in Electronic Format………………………………..…………49 C1c: Percentage of Document Requests Filled In-House..………….50 C2a: Number of Web-based Bibliographic Instruction Modules………………………………………………………………..….52 C2b: Instruction Attendance by Type…………………………………..53 C2c: Bibliographic Instruction Program Evaluation Scores...…..……54 C4: Customer Segmentation Data……………………………….……..57 Internal Business Process Perspective IB1: Number and Type of Special Projects Contracted For………... 62 IB3b: Median Time it Takes to Translate Document Requests In-House in Business Days….………………………………………..…65
Appendix Contents (cont.) IB3c: Percent of Tutorial Requests Responded to Within One Business Day………………………………………………………….….67 IB3d: Percent of Database Search Requests Fulfilled in 24 Hours or the Time Negotiated with the Requestor…………………...68 Learning and Growth Perspective LG1c: Survey Current Learning Environment….………………….….70 Financial Perspective F7a: Percent Deviation from Maximum Capacity for Translate Documents……………………………………………………………….72 F7c: Percent Deviation from Plan for Classroom Bibliographic Instruction Program………………………….………………………….74
C1b: Increase the Number of Heavily Used Reference Books Available in Electronic Format • Target: Increase the number of electronic books in the collection by 5% each year for the next five years. • Baseline Data: There are currently 136 electronic books in the collection • Plans for FY05: Purchase electronic books in conjunction with the HHS Library Consortium. A group purchase will likely reduce the cost of the e-books for all Consortium members.
C1c: Percentage of Document Requests Filled In-House • Target: Fill 80% or more of document requests from in-house collection • Result: 83% of document requests filled in-house. An additional 14% are filled from the NLM collection. • Benefit: The large number of requests that can be filled in-house ensures that costs are kept at a minimum and turn around time is fast. It reflects the careful tailoring of the collection to the needs of the NIH staff.
