Context
The Library offers a digitisation service to make electronic content available for academic reading lists and/or where physical copies of the material are limited. The service was highly dependent on one particular member of staff, with wastage in the process and some individual tasks were unclear. The service was held in high regard and received good feedback from a customer survey. This project looked to build on this.
What changes were implemented?
- defined the point where email requests move into the Fresh Services system
- consolidated all communication via the same channel
- removed the need for manual spreadsheet
- created Standard Operating Procedures for the process
- provided more staff with access to the DCS and provided training