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Taking off the edges

Implementing a streamlined client identity management experience at State Library of Queensland to improve online engagement, simplify registration, and ensure compliance with legislative requirements.

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Taking off the edges

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  1. Taking off the edges Implementing a streamlined client identity management experience at State Library of Queensland Clare Thorpe

  2. StateLibraryofQueensland SLQ is committed to enriching the lives of all Queenslanders, creatively engaging people with information, knowledge and community. Image credits: SLQ Corporate Image Library

  3. Our service offer • 65,000+ library card members (circulation & e-resource access) • 10,000 QPL members (e-resource access only) • 47,000+ active constituents in Customer Relationship Management system • 12+ forms on our website that ask people for their personal information Image credits: SLQ Corporate Image Library Image credits: Beth Paul

  4. Voyager – Library management system Primo – Discovery layer EBMS – The Edge E-resource authentication (ezproxy)

  5. Event Perfect – room bookings management RefTracker – Ask us and Tell Us

  6. Raisers Edge – Customer Relationship Management and Fundraising

  7. Theroughedges Multiple registrations needed to fully engage with all SLQ’s services Accuracy of data suspect as no easy way for clients to update their details High rate of duplication as information systems exist as silos Labour intensive for staff Delayed access to collections and services for clients registering online

  8. Anidentitymanagementapproach Identity management - all the processes and systems that allow the creation, retrieval, update, verification and destruction of identities, including rights/authority granted. (JISC, 2012, p.10) • Registration (who are you?) • Authentication (how do I know it is you?) • Authorization (what are you allowed to do?) (Smith & McKeen, 2011, p.170) One person = One identity

  9. Thechallenge How can we improve the SLQ membership registration experience so that online engagement is: • easier and more secure for members, • less time-consuming for staff and • compliant with legislative requirements?

  10. Projectstages • Stage 1 - Investigate technical options. Develop an agreed set of identity management business rules. • Stage 2 - Design online interfaces for both “front of house” membership access and “back of house” account management module with priority systems. • Stage 3 - Communicate and promote. Integrate more systems into the new membership framework.

  11. Identity Management Principles

  12. Technical considerations Microsoft Active Directory Services selected as “central source of truth” based on these criteria:

  13. Access now • Choose your own username and password and get access immediately • Simpler service offer – one registration method for everyone • Empower members to manage their own accounts (contact details, passwords) • Empower staff to help • No more library cards (except for onsite services – borrowing and printing/copying)

  14. Maintaining our duty of care • How to provide easy online registration that also meets our duty of care for onsite services to children?

  15. Privacy • We needed to address changes to Queensland’s privacy legislation. • Plus we were moving to a cloud-hosted content management system based off-shore.

  16. From this…

  17. To this… One form – easy to complete Immediate access to services Log in to update/renew/change password Using open data to look up Queensland addresses

  18. Next steps • New membership model goes live Friday February 13th • Future plans: integrating venue management system and customer relationship management system into the model to provide a holistic SLQ membership experience

  19. Find out more Clare Thorpe Project Officer State Library of Queensland Clare.Thorpe@slq.qld.gov.au

  20. Full bleed vertical image and caption like this. 20 pt arial Image bleed off left hand side, with caption at right

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