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Strategic Procurement

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Presentation by Riverina Regional Library at Library Innovations, SLNSW, 28 November 2008

Presentation by Riverina Regional Library at Library Innovations, SLNSW, 28 November 2008

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Strategic Procurement Strategic Procurement Presentation Transcript

  • www.rrl.nsw.gov.au
  • The Move to Strategic Procurement - Outsourcing Collection Services NSW Library Innovations State Library of NSW Friday 28 th November 2008 www.rrl.nsw.gov.au www.rrl.nsw.gov.au
    • Where are we?
    • RRL provides services to 9 LGAs:
      • Coolamon
      • Cootamundra
      • Greater Hume
      • Gundagai
      • Junee
      • Lockhart
      • Temora
      • Tumut
      • Wagga Wagga
    www.rrl.nsw.gov.au
    • What Are We?
    • Riverina Regional Library Profile
    • Largest regional library in NSW (in terms of participating member Councils)
    • 13 stationary Libraries
    • 1 Mobile Library serving 24 communities
    • 105,848 residents across region
    • 25,000 sq km area
    • Active membership of 35,500
    • Annual issues of 540,000
    www.rrl.nsw.gov.au
    • The Riverina Region:
    • Wagga Wagga has largest population of approx. 59,000 – high rate of recent population growth
    • Vibrant regional city – university, army, air force, variety of industries
    • Wagga Wagga represents 55% of RRL
    • A number of smaller towns ranging from 200 – 12,000 population
    • High dependence on agriculture and associated industries
    • Drought affected
    • Mostly static or declining populations
    www.rrl.nsw.gov.au
    • Our libraries:
    • Generally well supported by member Councils
    • Are real community focal points – sometimes the only public facility remaining in a town
    • Are multi-service providers in some cases (CTC, RTC, Post Office/Newsagency, co-located with schools)
    • Are facing increased community demand for collections, services and programs
    • Need to find a better balance between “process” tasks and customer service tasks
    www.rrl.nsw.gov.au
  • www.rrl.nsw.gov.au
  • www.rrl.nsw.gov.au
    • Our staff:
    • RRL has a regional team of just 11.15 FTE staff:
      • Regional Support Division
        • Director
        • Administrative Assistant
        • Regional Services Officer
        • Collection Services Officer
        • Collection Services Assistant
        • IT Co-ordinator
        • IT Assistant
      • Regional Outreach Division
        • Programs & Promotions Coordinator
        • Service Development Officer
        • Children & Youth Services Librarian
        • Information Services Officer
        • Mobile Library Operator
    www.rrl.nsw.gov.au
    • Our staff:
    • RRL has not had any increase in staffing level since 1995 – a period of 15 years
    • During this time:
      • 2 additional member Councils have joined RRL bringing with them 3 branch libraries and 4 mobile library service points
      • Our resources expenditure doubled over a 5-year period
      • All of our libraries have become busier
      • There is growing client demand for additional services and programs
      • The pressure on RRL staff for collection services, support services and program delivery became unsustainable
      • We had to find new ways of looking at how we did things…… we wanted to manage the change rather than the change managing us
    www.rrl.nsw.gov.au
    • Our “Collections to Clients” strategy:
    • Redirecting the energy of the organisation from the traditional collections focus to a client focus
    • Developing an “enabled” organisational structure
    • Aligning the culture of the organisation
    • Understanding client segments and what they want from our libraries
    • Branding, promoting and marketing the organisation
    www.rrl.nsw.gov.au
    • “ Collections to Clients” – how did we respond?
    • Established an enabling organisational structure
        • service focussed rather than task focussed
        • new roles reflect new direction
    • Established a “plan, do and review” philosophy of continuous improvement (supported by plan/review mechanisms)
    • Rebadged the organisation region-wide
    • Focussed on technology capacity
        • Mobile Library Telecentre
        • Riverina Live Project
        • New RRL website
        • RFID implementation
    • Assessed “gold nugget” opportunities for improvement
        • Collection Services identified for review
    www.rrl.nsw.gov.au
    • Collections & Resources Division Review 2007
    • Brief included:
      • Review of current policies, processes and staffing
      • Assess future capacity of current arrangements
      • Detailed evaluation of RRL collection
      • Assess capacity of LMS to support data
      • Extensive stakeholder consultation
      • Research and identify best practice for collection services in Australian libraries
      • Recommend a preferred model for RRL
      • Make recommendations on organisational structure
    www.rrl.nsw.gov.au
    • Collections & Resources Division Review 2007
    • Outcomes of the Review:
      • Transition to a strategic procurement model
        • outsourcing of selection, cataloguing and processing
      • Appointment of three LGP approved suppliers
      • Extreme scrutiny of data sets (collection, loans, demographic, borrower)
      • Development of quality documentation based on quality assured data
        • Collection Development Policy
        • Branch Profiles for all 14 libraries
        • Collection Specifications
        • Non-fiction Analysis for each branch
      • Inclusive change management strategies to ensure staff
      • engagement with this significant organisational shift
    www.rrl.nsw.gov.au
    • Collections & Resources Division Review 2007
    • Outcomes of the Review:
      • Redeployment of staff resources into 4 new client focussed roles:
        • Service Development Officer
        • Regional Services Officer
        • Collection Services Officer
        • Programs and Promotions Coordinator (not yet appointed)
    www.rrl.nsw.gov.au
    • Collections & Resources Division Review 2007
    • Specific Improvement Opportunities:
    • Improve collection procurement process
    • Reduce collection procurement cost per item (in 2004-05, it cost us $270,389 to get $342,163 worth of collection items onto the shelves)
    • Integrate RFID implementation
    • Increase program and service provision to branch libraries
    • Look at areas of unmet demand
    www.rrl.nsw.gov.au
    • Collections & Resources Division Review 2007
    • How are we measuring the outcomes?
    • Internal KPIs
      • Loans
      • Turnover by collection type
      • Comparison between expenditure on & turnover of collection types
      • Cost per item of getting stock onto the shelves
      • Customer feedback (internal customers – branch Libraries)
    • External KPIs
      • Average price per item
      • Average price of processing per item
      • Shelf ready cost per item
      • Cataloguing quality and performance
      • Customer survey 2009 – comparison with customer survey 2008
    www.rrl.nsw.gov.au
    • Collections to Clients Strategy
    • What it means for RRL:
      • Recognition that the role of libraries is changing
      • Acknowledging the importance of collection services, and developing “best-fit” models to provide them
      • Taking time to assess client demands and organisational capacity to meet them
      • Ongoing development of an “enabled organisation” through:
        • robust planning mechanisms
        • relevant performance indicators
        • change management and staff engagement strategies
        • continuous improvement focus
      • Maintaining a relevant library service
    www.rrl.nsw.gov.au
    • Collections to Clients Strategy
    • What have we learnt?
      • There is a big difference between providing great customer service and being a customer focussed organisation
      • There is a lot of power in statistics – get the most out of your LMS reporting capabilities
      • Change needs to be managed carefully, with all staff input and concerns acknowledged, considered and incorporated
      • Extensive quality documentation based on reliable data are critical
      • Liaise continuously with your suppliers
        • Ensure that your needs are clear
        • Work collaboratively on problems
        • Be realistic about expectations – especially in Year 1
    www.rrl.nsw.gov.au
    • Collections to Clients Strategy
    • What’s next?
      • Review of RRL Strategic Plan (expires in 2009)
      • Development of our Online Engagement Strategy
        • Web 2.0 capability
        • expansion of online information content and access
        • optimising our website capability
        • engaging and training staff and clients
        • meeting our clients online
      • Further collaboration with our neighbouring partner regional library service Upper Murray Regional Library
      • Review of collaborative opportunities with PLC SW Zone libraries
        • all share the same LMS (Libero)
        • expansion of Strategic Procurement program
        • Zone-wide Web 2.0 upskilling
    www.rrl.nsw.gov.au