Consultants' Report on Massachusetts Library Delivery Services
NMRLS library delivery services have changed a great deal over the past few years. Libraries experienced major growth upon implementation of patron-placed holds in MVLC and NOBLE. Delivery volume among NMRLS member libraries has increased by about 450 percent over the past ten years. In 1998 libraries shipped about 400,000 items. Last year that number was over 2.3 million. NMRLS contract and internal staffing costs for the service have risen correspondingly from about $90,000 to over $500,000 per year. Local library staffs have also taken on larger workloads to pull, process, circulate, and reshelve these materials. Estimates for in-library labor costs are about $2.00 for the loan and return of an item or about $2.3 million per year in this region. See related story on delivery services - http://www.nmrls.org/news/decjan09/delivery.shtml.
As you know, delivery services have had some ups and downs over the past few years. The growing volume also puts demands on contracting transportation companies. The regions began looking at methods of improving efficiency and holding down delivery costs. One recent step was to contract with two consultants to study library delivery services and make recommendations to improve services and allow handling of even higher volumes in the future.
The consultants worked with the regions and others (automated networks, libraries, MBLC, and delivery companies) for several months. Representatives from all of the regions, automated networks, and MBLC met to review the consultants' findings. The decisions discussed at that meeting follow.
To begin the study, the Consultants (Lori Ayre of The Galecia Group and Melissa Stockton of Quipu Group) visited libraries and sort facilities in each region and met with representatives of each of the automated networks. Each delivery and sort operation was evaluated and data from regions, networks and individual libraries reviewed.
The consultants took a system view of Massachusetts' library delivery services and provided specific recommendations for establishing an efficient sorting and delivery operation for the entire state that will improve delivery service, save money, and reduce staff workload in individual libraries.
Recommendations
Establish an Automated, Central Sort Operation
The consultants recommended establishing an automated, central sort operation in Woburn. The recommended system would be equipped with an automated storage and retrieval system to reduce staffing requirements and ensure optimized staging of incoming and outgoing delivery totes. The sorting machinery shall separate holds from returns from media, and provide tote check-in capability at the libraries. In anticipation of ongoing delivery volume increases, the sorter shall be designed to sort all Massachusetts library material within 10 hours so that operation time can be increased as needed while still meeting the demand of overnight delivery. WMRLS shall continue to provide in-house courier service while other regions would continue to use contract couriers for library delivery and for service to WMRLS headquarters.
The envisioned system positions Massachusetts to provide 99.9% sorting accuracy, guarantee next day turnaround for libraries receiving daily delivery, expand resource sharing and delivery services to new libraries, handle greater volume with ease, reduce library staff workload, and save $2.5 million over a 10-year period. As follow-up a working group will be established to further investigate such a sort operation will be established to determine all relevant costs, benefits, and implementation issues.
Reduce Time, Space, and Workload at Libraries with Standardization of Labeling and Packaging Requirements
Other recommendations focus on reducing the time, space, and workload required at each library while improving services to library users: automation of routine tasks, standardization of labeling and packaging procedures, forging cooperative and supportive relationships between regional delivery services and networks, and selecting appropriate tools and service providers for each task.
As follow-up a working group will be established to assist libraries with ergonomic issues, include showcase of good practices, workshops, and best practices. Working group should look at Lean (see What is Lean? at http://www.lean.org/WhatsLean/) and determine how to incorporate these principles. In addition, the NMRLS Delivery Committee is forming a subcommittee to look at ergonomics and efficiency within this region. If you are interested in participating, please let us know.
As follow-up, a working group will be established to develop offline standard delivery code system and labeling and there will be a recommendation on the placement of and recommended location for external library barcodes on items in delivery.
