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RFID Implementation A tale of two cities

RFID Implementation A tale of two cities. “Eliminating wasteful activities in the service delivery chain will result in improved customer service. Improved customer service will lead to significant cost reduction” John Huber . Agenda. Background Information on our cities Goals of RFID

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RFID Implementation A tale of two cities

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  1. RFID ImplementationA tale of two cities “Eliminating wasteful activities in the service delivery chain will result in improved customer service. Improved customer service will lead to significant cost reduction” John Huber

  2. Agenda • Background Information on our cities • Goals of RFID • Implementation • Components of RFID • Lessons Learned

  3. Background Info - Hamilton • Hamilton has a population of approx 530,000 • Over 530 square miles of urban and rural space • Holds • 176,746 in 2001 • 1,352,674 in 2009 • 1,647,960 in 2011 • Circulation for 24 branches; • 4,701,565 in 2007 • 5,122,736 in 2008 • 6,059,335 in 2009 • 6,346,100 in 2010 • 6,906,609 in 2011

  4. By the numbers… Hamilton • 35 self checks • 65 staff pads • 5 sorters • 46 gates (pedestals) • 1,648,000 items tagged since 2007 • 250k – 300k added every year (new and re-tagged)

  5. Background Info – Kingston Frontenac • Kingston has a population of approx 150,000 • Over 730 square miles of urban and rural space • Online renewals • in 2001 26,142 • in 2010 228,461 • 85% of holds online • Circulation for 16 branches; • in 2001 1,108,535 • in 2010 1,394,518 • Self check 706,130 • Self service 934,591

  6. By the numbers… Kingston-Frontenac • 13 self checks • 29 staff pads • 3 sorters • 16 gates (pedestals) • ½ million items tagged • 40,000 added a year

  7. The Two Kinds of Technology • Sustaining technologiesimprove performances of established products that are valued by the majority of the customers in mature markets. • Disruptive technology is an innovation that helps create a new market and eventually goes on to disrupt an existing market displacing an earlier technology. RFID is a Sustaining Technology

  8. Goals of the Project • To enable staff to focus on value added customer service: customer assistance, reader’s advisory, information service and programs • To increase job satisfaction by using expertise and education appropriately • To address work-flow for increased volume of circulation, hold requests and movement of materials between locations • To address ergonomic issues in handling materials • To meet expectations for self-service options

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