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Enhancing Smart Service Delivery for Off-Campus Students: A Practical Approach at USQ

This document explores the implementation of a Smart Service model for off-campus clients at the University of Southern Queensland (USQ). It highlights the environmental factors influencing remote learning, client demographics, and the effectiveness of the DocEx document delivery system. We analyze user feedback, staff resource management, and challenges faced during system integration. Key benefits include improved accessibility to library materials, faster turnaround times, and user-friendly interfaces. Future plans aim to expand system functionalities to enhance service delivery for clients.

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Enhancing Smart Service Delivery for Off-Campus Students: A Practical Approach at USQ

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  1. Clothes may disguise a fool, but his voice will give him away: The challenge of smart service delivery for off-campus clients Deidre Lowe, A/Associate Librarian (Information Access) Sandra Jeffries, Manager Client Services September 2004

  2. Overview • Smart service model - components - application to USQ • DocEx implementation

  3. Smart Service? • Environment – understanding of features • Clients – understanding & meeting of needs • Resourcing – effective & sustainable in terms of staff/processes/systems

  4. Environment - Remote Learning & Teaching • Increasing reliance on technology – content, access, delivery, interaction • Increasing competition • Client demands for more flexible approaches • Hybrid delivery

  5. Clients USQ Profile - 80% (20,000) off-campus students Off-campus segment: • 30% (6,000) off-shore • 75% over 25 years of age • > 50% rural/geographically isolated

  6. Client Surveys 2004 • Library Services – focus groups & telephone interviews • Rodski 2003 • USQ’s e-Systems – focus groups & telephone interviews 2002 • Library Website – focus groups • Rodski

  7. Wish List • Clear web pages • Simple interfaces to databases • Everything in one place • eBooks for all texts & recommended readings • Fast response times • Human help • Quotes not just references

  8. Resourcing • Staff – Off-Campus Services Section • Processes – Work process reviews • Systems - DocEx

  9. DocEx • VDX software • Formerly known as “LIDDAS” • Launched as “DocEx” at USQ • USQ focussed on document delivery to off campus students – not ILL initially • Expansion will include ILL and federated searching

  10. Key Benefits of DocEx • Authentication is tied to USQ LDAP system • User database is easily populated and updated from PeopleSoft • It searches across USQ catalogue for easy placement of pre-populated requests • Active links to catalogued electronic resources are displayed • Students can track progress of their requests • Scanned documents can be delivered online

  11. Demonstration

  12. Preliminary Outcomes • Accessibility of library materials is dramatically improved for off-campus users • Turnaround time shortened • Look and feel of the system sits comfortably with other Library systems • Good uptake despite a “soft launch” approach

  13. Resourcing Issues • Significant learning curve for staff • Challenges such as: • differences between staff and student screens • system terminology • workflow changes • system problems • Highlights • automatic email notifications • scanning • user feedback

  14. User Feedback • New system “wonderful” • Eliminates many steps • Saves time • Working beautifully • Linking with catalogue “is beaut” • “Absolutely brilliant” • Scanned document received “immediately” • “User-friendly and saves much typing”

  15. What We’ve Learned • The Good: • Sometimes a “leap of faith” pays dividends • Staff comfort levels evolve • The Bad: • No system is perfect • Dependent interoperability between systems can make life very interesting • The UGLY: • Thorough project planning and testing is paramount in reducing everyone’s stress levels

  16. Future Plans • Rollout of ILL functionality (S1, 2005) • Expansion to include sub-set of significant electronic resources via federated search • Willing to explore all options that will enable us to work smarter and provide smarter systems with the ultimate goal of providing Smart Service for our Clients

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