1 Performance Management Presentation Provide Library Services Team Members: Ted Crump, Rosalie Stroman, Jennifer Vrettos, and Susan Whitmore (Team Leader)

1

Performance Management Presentation

Provide Library Services

Team Members:

Ted Crump, Rosalie Stroman, Jennifer Vrettos, and Susan Whitmore (Team Leader)

ORS National Institutes of Health

January 21, 2004

2

Table of Contents

Main Presentation

PM Template ………………….…………………………..……….5

Customer Perspective……………………….…………..….…….7

Internal Business Process Perspective……………………………………………..………16

Learning and Growth Perspective…………………………………………….….……22

Financial Perspective…………………………………..…………25

Conclusions and Recommendations……………………………………………..31

3

Table of Contents (cont.)Appendix

Customer PerspectiveC1a: Percent of current print journals in electronic format……………..…38C1b: Percentage of license agreements that cover all NIH……………....39C1c: Percentage of document requests filled in-house…..……………….40C1d: Number of items translated by government staff and contractors…41C2a: Number of web-based instruction modules………………………..…43C2b: Training attendance by type……………………………………………44C2c: Training evaluation scores…………………………………………..…45C3a: Customer Scorecard ratings for translation service and

mediated database search service..………………………………….…..48C3c: Digital reference service evaluation ratings…………………………..54C4: Customer segmentation data……………………………………..……..56

Internal Business Process PerspectiveIB1: Number and type of special projects contracted for…………..…..…63IB2: Number of new IT systems implemented…………………………..…65IB3a: Percent of document requests filled in-house in 3 business days……………………………………………………………………….….69IB3b: Percentage of documents translated by library staff

within 3 business days…………………….…….……………………..…..70IB3c: Percent of tutorial requests responded to within 1

business day………………………………………………….….….71

4

Table of Contents (cont.)

Appendix

Learning and Growth PerspectiveLG1a: Percentage of staff members with IDPs completed by

February 28 each fiscal year……………………………………...........…74LG1b: Percentage of staff completing 80% of activities listed in

IDP.......................................................................................................75LG1c: Percentage of training modules completed on schedule…………76

Financial PerspectiveF1: Change in unit cost of information…………….……………………….79

F2a: Change in unit cost of custom services…………………………..….82 F2b: No. of contracts/IAGs……………………………………………….….82

F3a: Change in unit cost of providing copies of publications…………….82 F3b: No. of document requests filled……………………………………….82

F4a: Change in unit cost of translating services…………………….…….83 F4b: No. of documents translated…………………………………….…….83

F5a: Change in unit cost of providing primary library services……….….83 F5b: No. of units of information provided…………………………….…….83

F6a: Change in unit cost of providing self-service copiers…………...….83 F6b: No. of visits to self-service copy center………………………..…….83

5

Performance Management Plan (PMP)

DS3: Translate documents

DS2: Provide copies of publications

DS1: Provide custom research assistance

Discrete Services

Division Approval/Date: July 30, 2003 Associate Director Approval/Date:

DS5: Provide self service copiers

DS4: Provide primary library services

Provide library services

Service Group

Service Strategy

In support of NIH’s medical and behavioral research mission, the NIH Library provides quick and convenient access to the latest scientific and medical information resources. Providing these resources to the staff contributes to improvements in patient ca

Value Proposition

Team Leader

Excellence: The NIH library is committed to providing excellent information services, products, collections, and people to aid NIH in achieving its mission. Staff demonstrate this commitment by their helpfulness, their respect for the information needs

Strategy Description

Team Members

Susan Whitmore

Ted Crump, Rosalie Stroman, Jennifer Vrettos

Date: 12/15/2003

Operational Excellence

Customer Intimacy

Product Leadership

Growth

Sustain

Harvest

6

Relationship Among Performance Objectives

Inte

rnal

Bus

ines

sLe

arni

ng &

Gro

wth

Cus

tom

er

Financial

C2: Enhance researchersreferencing knowledge and skills

C4: Increase understanding ofcustomer base

IB2: Adopt best practices and infusenew technology

IB3: Maintain or improve turnaround time for filling requests with

accuracy

F1: Maintain or reduce costof information

IB1: Promote value added customservice projects

C3: Increase customer/stakeholdersatisfaction with overall service

LG1: Support continuous, shared stafflearning and improvement

_____ relationship between objectives

most important objectives

C1: Provide integrated transparentaccess to the most relevant

information

7

Customer Perspective

8


Objective MeasureFY 03 Target

FY04 Target

FY05 Target

Initiative Owner

C1: Provide integrated transparent acccess to the most relevant information via the most effective information sources for NIH researchers and staff

C1a. Percent of current print journals in electronic format

> FY02 > FY03 > FY04 Convert all journals to e-format.

C1a: RS

9

C1a: Percent of current print journals in electronic format

• Target: Provide 100% of current journals in electronic format

• Eighty-one percent of the journals are now available in electronic format (as compared to 75% in FY02 and 52% in FY01)

1597

1035739

2383

3085

3171

0

500

1000

1500

2000

2500

3000

3500

4000

4500

FY01 FY02 FY03

Fiscal Year

No.

of

Title

s

Print Only Electronic journals

10

Customer Perspective (cont.)

Objective MeasureFY 03

TargetFY04

TargetFY05

TargetInitiative Owner

C3:Increase customer/stakeholder satisfaction with overall service

C3a. Customer Scorecard ratings for mediated database searching

> FY02 > FY03 > FY04 Use scorecard to evaluate provide copies of publications and reference services delivered at the information desk in FY04

C3a: JV

11

C3a: Customer Scorecard ratings for mediated database searching service

• Mediated database searching service was evaluated from mid-October to mid-December of 2003 using paper or electronic survey forms

• Forty surveys were distributed and 14 were returned for a return rate of 35%

• The surveys asked users of the service to rate customer service and search results on a 10 point scale with 1 being unsatisfactory and 10 being outstanding

• Customers were very satisfied with the service

12

C3a: Customer Scorecard ratings for mediated database searching service – Customer Service

9.93 10 10 10 9.93

123456789

10

Understanding ofQuery

Competence Responsiveness Convenience Availability

Criteria

Un

sati

sfac

tory

Ou

tsta

nd

ing

FY03 N = 14

13

C3a: Customer Scorecard ratings for mediated database searching service – Search Results

9.29 9.299.79 9.36

123456789

10

Presentation Relevance Timeliness Quality

Criteria

Uns

atis

fact

ory

O

utst

andi

ng

FY03 N=14

14



TargetFY04

TargetFY05


C4: Increase understanding of customer base

C4. Customer segmentation data C4; RS & TC

15

C4: Customer segmentation data• Customer segmentation data is presented in the Appendix for

four services: • Provide copies of publications• Provide self-service copiers• Translate documents• Provide custom research assistance

• As in past years, customers are spread across all IC’s

• Heavier use of services by larger IC’s and groups most directly engaged in patient care and biomedical research

• The Library serves not only NIH but also FDA/CBER on the Bethesda campus and provides document delivery to several groups including NIST and CDC.

16

Internal Business Perspective

17



TargetFY04

TargetFY05


IB2: Adopt best practices and infuse new technology

IB2: Number of new IT systems implemented.

Plan to implement HHS Consortium AccessPlan to implement SFXPlan to implement RelaisPlan to implement CMS

IB2: SW, SG, JV, RS

18

IB2: Number of new IT systems implemented

• There were four areas of concentration in FY03:• HHS Library Consortium • SFX or Full-Text Plus! • Relais• Content Management Software

• The major areas of concentration for FY04 are:• Continue with the development of the HHS Consortium, Full-

Text Plus!, Relais, and CMS• Implement MetaLib• Enable wireless access in the Library

19

New IT systems implemented in FY03• HHS Library Consortium –In FY03 the Consortium jointly purchased

the Nature journals, Science, and Science Express at a considerable savings to NIH

• Full-Text Plus! – This software, which links various services and resources available from the Library, was implemented for the online journals, the Web of Science and Ovid databases, the new online document request form, and other resources in FY03

• Relais – In FY03, phase II of the Relais system was implemented with the integration of the web-based request form and the Web of Science requests. Through Relais the processing of document requests has been considerably streamlined. A process that used to have eight steps now has only three with a turn around time of 1-3 business days

• Content Management Software has been implemented for the Library’s Intranet and public websites resulting in a diversification of responsibility for the sites. The redesigned public website will be unveiled on February 10, 2004

20

Internal Business Perspective (cont.)


TargetFY04

TargetFY05


IB3: Maintain or improve turn around time for filling requests with accuracy

IB3b: Percentage of documents translated by library staff within 3 business days

> FY02 > FY03 > FY04 IB3b: TC

21

IB3b: Percentage of documents translated by library staff within 3 business days• Target: Translate document requests in 3 business days

• Results: In FY03 an average 55% of documents were translated in 3 business days. In FY04 the translation speed was measured for Library translators and contractors separately. In FY04 Library translators translated 55% of documents in 3 days and contractors translated 26% of documents in 3 days.

• Efforts to improve the turn around time for translating documents are complicated by:

• Translation requests are increasing and the current staff are already working as efficiently as possible

• The more translations that are contracted out, the more time the Library translation staff must spend checking contracted translations thereby reducing the time they have to translate

22

Learning and Growth Perspective

23



TargetFY04

TargetFY05


LG1: Support continuous, shared staff learning and improvement

LG1a: Percentage of staff members with IDPs completed by February 28 each fiscal year

baseline 66% 100% Develop Individual Development Plan for each staff member

LG1: LT

24


• Staff are asked to develop Individual Development Plans (IDPs) in conjunction with their supervisor each year

• IDPs list areas for development and training for each staff member for the coming calendar year

• Target: 33% of staff will have IDPs developed by February 28, 2003

• Results: 39% of staff had IDPs by February 28, 2003

25

Financial Perspective

26


ObjectiveLG1c: Percentage of training modules

completed on schedule.FY 03 Target

FY04 Target

FY05 Target

Initiative Owner

F1: Maintain or reduce cost of information provided to the NIH staff

F1: Change in unit cost of information = FY00 = FY00 = FY00 Monitor use of resources and maintain access to the most heavily used

F1: SG

F2: Minimize unit cost for custom research assistance at a defined level of service (DS1)

F2a: Change in unit cost F2b: No. of contracts/IAG's

>FY02 >FY03 >FY04

Promote custom services F2: SG & SW

F3: Minimize unit cost of providing copies of publications at a defined level of service (DS2)

F3a: Change in unit cost F3b: No. of document requests filled

<FY02 <FY03 <FY04

F3: SG & RS

F4: Minimize unit cost for translating documents at a defined level of service (DS3)

F4a: Change in unit cost F4b: No. of documents translated

>FY02 >FY03 >FY04

Utilize contract staff when appropriate

F4: SG & TC

F5: Minimize unit cost for providing primary library services at a defined level of service (DS4)

F5a: Change in unit cost F5b: No. of units of information provided

>FY02 >FY03 >FY04

F5: SG, RS, SW

F6: Minimize unit cost for providing self service copiers at a defined level of service (DS5)

F6: Change in unit cost F6b: No. of visits to self-service photocopy center

<FY02 <FY03 <FY04

Monitor and adjust number of photocopy machines available to users

F6: SG & RS

27

F1: Change in “Unit Cost of Information” – Number of Units Used• Use of information units has

increased 35% in the past four years

• A unit of information may be a search, a document supplied, a customer trained, an article downloaded, or a visit to our web site

• The electronic resources are heavily used and their use increases each year

6.2

7.37.8

9.6

0

2

4

6

8

10

12

FY00 FY01 FY02 FY03

Fiscal Year

Un

its

in M

illio

ns

28

F1: Change in “Unit Cost of Information” – Unit Costs FY00–FY03• Target: Maintain or reduce the

cost of information provided to NIH staff

• The unit cost of information is calculated by dividing the cost of the information into the number of information units used

• The unit cost of information has remained fairly steady over the past 4 years

• E-resources are more expensive than print resources; however, they are used more heavily thereby keeping the unit cost of information steady

$0.91$1.03

$0.91 $0.93

$0.00

$0.50

$1.00

$1.50

FY00 FY01 FY02 FY03

Fiscal Year

Un

it C

os

t in

Do

llars

29

F2-6a: Change in Unit Cost• The unit cost for provide

copies of publications is lower in FY04. In FY03 276,000 copies of publications were supplied. As more documents are delivered as e-documents, costs are reduced.

• The unit cost for self-service copiers rose in FY04. In FY03 there were 24,000 visits to the self-service copiers. Use of copiers has decreased and hence the unit cost for the service has increased.

$0

$1

$2

$3

$4

$5

$6

FY01 FY02 FY03 FY04

Fiscal YearC

ost

in D

olla

rs

Provide Copies of Publications

Provide Self-Service Copiers

30

F2-6a: Change in Unit Cost (cont.)

• The unit cost for translate documents has risen over the past 4 years. The costs are largely based on salaries and contracting costs. 755 items were translated in FY04.

• The unit cost for provide primary library services has risen over the past 4 years. This service is growing. Costs are primarily based on salaries and purchase of print and e-resources. The cost of print and electronic resources rises 10-20% each year, and the Library is increasing the amount spent on e-resources by 20% each year. There were 9.6 million units of information provided in FY04.

• The unit cost for provide custom research assistance has not changed since last year. Seventeen custom projects were undertaken in FY04.

$0

$100

$200

$300

$400

$500

$600

FY01 FY02 FY03 FY04

Fiscal YearC

ost

in D

olla

rs

Provide Custom ResearchAssistanceTranslate Documents

Provide Primary Library Services

31

Conclusions

32

Accomplishments for FY03• Customers are very satisfied with the Library’s resources and services.

• The website has been redesigned in content management software, a new brand has been developed for the Library, and new print materials have been designed. These materials will be introduced to the NIH staff on February 10, 2004.

• Full-Text Plus! software that will enable users to link easily from databases to journal articles to training and more has been implemented.

• Relais II has been implemented, which has streamlined the process used to fill document requests, and a web-based document request form is available to customers.

• The “Unit Cost of Information” remains steady as we add new electronic resources to the collection.

33

Initiatives for FY04• We are in the process of developing a web-based survey, in conjunction with the NLM, to

assess customer satisfaction with the informationist service.

• We will be conducting either the bi-annual user satisfaction telephone survey or a user needs assessment in FY04, and we will use the scorecard to gauge customer satisfaction with provide copies of publications and reference service provided at the information desk.

• The Parklawn Health Library will become a branch of the NIH Library.

• In FY04, MetaLib, software that will enable searching across many e-resources, will be implemented.

• The Web of Science software will be updated to the Web of Knowledge.

• Development of an in-house training curriculum to ensure all staff are knowledgeable about Library services and to retrain staff for new work will continue.

• To maintain the unit cost of information, resources and services will continue to be selected based on their usefulness to NIH staff and cost per use will be a major factor in the selection and retention of electronic resources.

34

AppendixCustomer Perspective

C1a: Percent of current print journals in electronic format……………..…38C1b: Percentage of license agreements that cover all NIH……………....39C1c: Percentage of document requests filled in-house…..……………….40C1d: Number of items translated by government staff and contractors…41C2a: Number of web-based instruction modules………………………..…43C2b: Training attendance by type……………………………………………44C2c: Training evaluation scores…………………………………………..…45C3a: Customer Scorecard ratings for translation service and

mediated database search service..………………………………….…..48C3c: Digital reference service evaluation ratings…………………………..54C4: Customer segmentation data……………………………………..……..56

Internal Business Process PerspectiveIB1: Number and type of special projects contracted for…………..…..…63IB2: Number of new IT systems implemented…………………………..…65IB3a: Percent of document requests filled in-house in 3 business days……………………………………………………………………….….69IB3b: Percentage of documents translated by library staff

within 3 business days…………………….…….……………………..…..70IB3c: Percent of tutorial requests responded to within 1

business day………………………………………………….….….71

35

Appendix (cont.)

Learning and Growth PerspectiveLG1a: Percentage of staff members with IDPs completed by

February 28 each fiscal year……………………………………...........…74LG1b: Percentage of staff completing 80% of activities listed in

IDP.......................................................................................................75LG1c: Percentage of training modules completed on schedule…………76

Financial PerspectiveF1: Change in unit cost of information…………….……………………….79

F2a: Change in unit cost of custom services…………………………..….82 F2b: No. of contracts/IAGs……………………………………………….….82

F3a: Change in unit cost of providing copies of publications…………….82 F3b: No. of document requests filled……………………………………….82

F4a: Change in unit cost of translating services…………………….…….83 F4b: No. of documents translated…………………………………….…….83

F5a: Change in unit cost of providing primary library services……….….83 F5b: No. of units of information provided…………………………….…….83

F6a: Change in unit cost of providing self-service copiers…………...….83 F6b: No. of visits to self-service copy center………………………..…….83

36


37



FY04 Target

FY05 Target

Initiative Owner

C1: Provide integrated transparent acccess to the most relevant information via themost effective information sources for NIH researchers and staff

C1a. Percent of current print journals in electronic formatC1b. Percentage of license agreements that cover all NIHC1c. Percentage of document requests filled in-houseC1d. Number of items translated (by gov and contr)

> FY02

> FY02

> FY02

> FY03

> FY03

> FY03

> FY04

> FY04

> FY04

Convert all journals to e-format.Negotiate all e-license agreements for access by all of NIH.

C1a: RSC1b: RSC1c: RSC1d: TC

38

C1a: Percent of current print journals in electronic format

• Target: Provide 100% of current journals in electronic format

• Eighty-one percent of the journals are now available in electronic format (as compared to 75% in FY02 and 52% in FY01)

1597

1035739

2383

3085

3171

0

500

1000

1500

2000

2500

3000

3500

4000

4500

FY01 FY02 FY03

Fiscal Year

No.

of

Title

s

Print Only Electronic journals

39

C1b: Percentage of license agreements that cover all NIH

• Target: Negotiate all electronic resource license agreements for access by all of NIH

• Currently 62% of e-license agreements give all NIH staff access (as compared to 53% in FY02 and 45% in FY01) 0%

25%

50%

75%

100%

FY01 FY02 FY03

Fiscal Year

Per

cen

t A

gre

emen

ts

Access NIH-w ide Limited Access

40

C1c: Percentage of document requests filled in-house• Target: Maintain percentage

of document requests filled in-house or at NLM to keep costs down and turn around time fast

• Results: Percentage filled in-house in FY03 was 82% and in FY02 was 84%

• The large number of requests that can be filled in-house reflects the careful tailoring of the collection to the needs of the NIH staff

0

20

40

60

80

100

120

FY02 FY03

Fiscal Year

Pe

rce

nta

ge

Filled at otherlibraries

Filled at NLM

Filled in-house

41

C1d: Number of items translated by government staff and contractors• The total number of items

translated in FY03 was 755 items

• The number of words translated has increased 44% over the past 6 years

• To ensure items are translated in a timely manner increasingly, items are given to contractors to translate

499 465 500 513 510 496421

7476

84121

179267

334

0

100

200

300

400

500

600

700

800

900

FY97FY98

FY99FY00

FY01FY02

FY03

Fiscal Year

No

. of

Req

ues

ts

Contractors

Government Staff

42



TargetFY04

TargetFY05


C2: Enhance researchers referencing knowledge and skills to support their contribution to advancing medical research and patient care

C2a. Number of web-based instruction modules C2b: Training attendance by type (classes, tutorials, etc. versus web-based)C2c: Training evaluation scores

> FY02 = FY03 = FY04 Develop web-based instruction modules for all training classes, if feasible

Instruction Team/SW

43

C2a: Number of web-based instruction modules• Target: Develop web-based

instruction modules for all training classes, if feasible

• We have found that realistically only about half of our classes can be made into web-based modules.

• Library staff currently are busy updating all modules with new NIH Library branding

2024

32 32

13

19 17

0

10

20

30

40

50

60

FY00 FY01 FY02 FY03

Fiscal Year

Nu

mb

er

of

Cla

ss

es

Web-based

Seminars and Tutorials

44

C2b: Training attendance by type• Customers have clearly

indicated their preference for web-based training which is available 24/7

• Nevertheless, attendance at classes remains steady

• Class attendance numbers are used to determine which classes to offer

1152 904 1219 1122525

4031

8094

0

1,000

2,000

3,000

4,000

5,000

6,000

7,000

8,000

9,000

10,000

FY00 FY01 FY02 FY03

Fiscal Year

No

. Sta

ff

Web-basedTraining

Seminars &Tutorials

45

C2c: Training evaluation scores• Classes are provided to teach NIH staff effective use of

electronic resources and bibliographic management software

• In FY03, 75% of attendees (451/599) completed an evaluation form designed to assess satisfaction with the training classes

• Customers were asked to rate their satisfaction on a 5 point scale with 1 being poor and 5 being excellent

• The classroom was upgraded at the beginning of FY03 and the rating for the classroom rose from 4.2 to 4.6

46

C2c: Training evaluation scores

4.34.4 4.5

4.2 4.2 4.24.4 4.5 4.54.3 4.3

4.6

0.0

1.0

2.0

3.0

4.0

5.0

Prese

ntat

ion

Knowled

ge

Respo

nsive

ness

Hando

ut

Obje

ctive

Class

room

Criteria

Ave

rag

e R

esp

on

se (

5 p

t. s

cale

)FY02 FY03 N=451

47



TargetFY04

TargetFY05


•Following are the results of the survey of customers satisfaction with three services:

•Translation Services

•Mediated database searching

•Digital reference service

•Evaluations were transaction based

•All services received high scores

C3:Increase customer/stakeholder satisfaction with overall service

C3a. Customer Scorecard ratings for translation service and mediated database searchingC3b: Bi-annual telephone survey ratings C3c: Digital reference service evaluation ratings

> FY02

> FY02

> FY02

> FY03

> FY03

> FY03

> FY04

> FY04

> FY04

Use scorecard to evaluate provide copies of publications and reference services delivered at the information desk in FY04

C3a: TC & JV C3b: NAC3c: SW

48

C3a: Customer Scorecard ratings for translation service• Evaluation surveys were distributed to customers who used the

translation service in FY02 and FY03

• Customers were asked to rate satisfaction and importance of the service on a 10 point scale with 1 being unsatisfactory and 10 being outstanding

• Customers were highly satisfied with all aspects of the translation service. In addition, customers felt that timeliness was much more important than cost

Survey distribution FY02 FY03

No. of surveys distributed 88 390

No. of respondents 37 70

Response rate 42% 18%

49

C3a: Customer Scorecard ratings for translation service – Satisfaction Ratings

0

2

4

6

8

10

Handl

ing o

f Pro

blem

s

Com

peten

ce

Con

veni

ence

Res

pons

ivene

ss

*Ava

ilabi

lity

Rel

iabilit

y

Tim

eline

ss

Qua

lity

Cost

Criteria

Un

sati

sfac

tory

Ou

tsta

nd

ing FY02 FY03 N=70

* FY03 availability ratings are significantly higher (p< .05) than FY02 ratings

50

C3a: Customer Scorecard ratings for translation service – Importance Ratings

0

2

4

6

8

10

Handli

ng o

f Pro

blems

Com

petenc

e

Con

venie

nce

Res

pons

ivene

ss

Availa

bility

Reli

abilit

y

Tim

elines

s

Quality

Cost

Criteria

Un

sati

sfac

tory

O

uts

tan

din

g FY02 FY03 N=70

51

C3a: Customer Scorecard ratings for mediated database searching service

• Mediated database searching service was evaluated from mid-October to mid-December of 2003 using paper or electronic survey forms

• Forty surveys were distributed and 14 were returned for a return rate of 35%

• The surveys asked users of the service to rate customer service and search results on a 10 point scale with 1 being unsatisfactory and 10 being outstanding

• Customers were very satisfied with the service

52

C3a: Customer Scorecard ratings for mediated database searching service – Customer Service

9.93 10 10 10 9.93

123456789

10

Understanding ofQuery

Competence Responsiveness Convenience Availability

Criteria

Un

sati

sfac

tory

O

uts

tan

din

g

FY03 N = 14

53

C3a: Customer Scorecard ratings for mediated database searching service – Search Results

9.29 9.299.79 9.36

123456789

10

Presentation Relevance Timeliness Quality

Criteria

Uns

atis

fact

ory

O

utst

andi

ng

FY03 N=14

54

C3c: Digital reference service evaluation ratings• The Library has offered a digital reference service for the past

two years

• Digital reference combines chat and the ability to push web pages to customers in response to a reference question

• Customers are given the option of filling out an evaluation form at the end of each transaction

• In FY02 37% of customers responded to the survey and in FY03 the response rate was 39%

• Customers found the service easy to use and would use it again. Survey questions will be revised in FY04 to give a more rounded view of the customer’s satisfaction with the service.

55

C3c: Digital reference service evaluation ratings

8378

68 72

60

8493

89

7682 85

92

0

10

20

30

40

50

60

70

80

90

100

Ease of use Moreconvenientthan email

Moreconvenientthan phone

Questionanswered

Saved me time Will use again

Criteria

Pe

rce

nta

ge

re

sp

on

din

g a

gre

e o

r s

tro

ng

ly

ag

ree

FY02 FY03

56



TargetFY04

TargetFY05


C4: Increase understanding of customer base

C4. Customer segmentation data C4; RS & TC

57

C4: Customer segmentation data• Customer segmentation data is presented for four services:

• Provide copies of publications• Provide self-service copiers• Translate documents• Provide custom research assistance

• As in past years, customers are spread across all IC’s

• Heavier use of services by larger IC’s and groups most directly engaged in patient care and biomedical research

• The Library serves not only NIH but also FDA/CBER on the Bethesda campus and provides document delivery to several groups including NIST and CDC.

58

C4: Customer Segmentation for Provide Copies of Publications

0

10000

20000

30000

40000

50000

60000

70000

80000

90000

NCI

NIMH CC

NICHD

NINDS

NIAID

NIDDK

NHLBI

CBERNID

ANIA

NIDCR

NIAAA

NHGRI

NIDCD

NEIOD

NIAMS

NINR

NIGMS

NLMORS

NCCAM

NCRRFI

CCIT

HHMICSR

NIEHS

NIBIB

NCMHD

Customers

Nu

mb

er

of

Re

qu

es

ts F

ille

d

FY02 FY03

59

C4: Customer Segmentation for Provide Self-Service Copiers

0

1000

2000

3000

4000

5000

6000

7000

Customers

Num

ber

of

Vis

its

FY2002 FY2003

60

C4: Customer Segmentation for Translate Documents

0

20

40

60

80

100

120

140

160

180

NCI

NIAID

NICHD

NIDDK

NIMH

NINDS

NHLBI

NHGRI

NIDCR CC

NIDCD

NEINIA

NLM

CBER OD

NIAMS

FICORS

NIEHS

NIDA

CITNIA

A

Customers

Jo

bs

Co

mp

lete

d

FY 2001 FY 2002 FY 2003

61

C4: Customer Segmentation for Provide Custom Research Assistance

0

1

2

3

4

5

Customers

Nu

mb

er

of

Job

s

FY02 FY03

62


63



FY04 Target

FY05 Target

Initiative Owner

IB1: Promote value added custom service projects

IB2. Number and type of special projects contracted for

> FY02 > FY03 > FY04 Hire more informationists and promote informationist service to IC's

IB1: SW

64

IB1: Number and type of special projects contracted for

• Target for FY04 is to hire more informationists and increase the number of informationist assignments to 8

Custom Services FY02 FY03

Collection Related 6 7

Information Related

Bibliography, database, web page 7 5

Informationist assignments 3 5

Totals 16 17

65



TargetFY04

TargetFY05


IB2: Adopt best practices and infuse new technology

IB2: Number of new IT systems implemented.

Plan to implement HHS Consortium AccessPlan to implement SFXPlan to implement RelaisPlan to implement CMS

IB2: SW, SG, JV, RS

66

IB2: Number of new IT systems implemented

• There were four areas of concentration in FY03:• HHS Library Consortium • SFX or Full-Text Plus! • Relais• Content Management Software

• The major areas of concentration for FY04 are:• Continue with the development of the HHS Consortium, Full-

Text Plus!, Relais, and CMS• Implement MetaLib• Enable wireless access in the Library

67

New IT systems implemented in FY03• HHS Library Consortium –In FY03 the Consortium jointly purchased

the Nature journals, Science, and Science Express at a considerable savings to NIH

• Full-Text Plus! – This software, which links various services and resources available from the Library, was implemented for the online journals, the Web of Science and Ovid databases, the new online document request form, and other resources in FY03

• Relais – In FY03, phase II of the Relais system was implemented with the integration of the web-based request form and the Web of Science requests. Through Relais the processing of document requests has been considerably streamlined. A process that used to have eight steps now has only three with a turn around time of 1-3 business days

• Content Management Software has been implemented for the Library’s Intranet and public websites resulting in a diversification of responsibility for the sites. The redesigned public website will be unveiled on February 10, 2004

68



TargetFY04

TargetFY05


IB3: Maintain or improve turn around time for filling requests with accuracy

IB3a: Percent of document requests filled in-house in 3 business daysIB3b: Percentage of documents translated by library staff within 3 business daysIB3c: Percent of tutorial requests responded to within I business day

> FY02

> FY02

> FY02

> FY03

> FY03

> FY03

> FY04

> FY04

> FY04

IB3a: RSIB3b: TCIB3c: SW

69

IB3a: Percent of document requests filled in–house in 3 business days

• Target: Fill 96% of requests in 3 business days

• Results: Average fill rate for FY03 was 98% and for FY03 was 97%

70

IB3b: Percentage of documents translated by library staff within 3 business days• Target: Translate document requests in 3 business days

• Results: In FY03 an average 55% of documents were translated in 3 business days. In FY04 the translation speed was measured for Library translators and contractors separately. In FY04 Library translators translated 55% of documents in 3 days and contractors translated 26% of documents in 3 days.

• Efforts to improve the turn around time for translating documents are complicated by:

• Translation requests are increasing and the current staff are already working as efficiently as possible

• The more translations that are contracted out, the more time the Library translation staff must spend checking contracted translations thereby reducing the time they have to translate

71

IB3c: Percent of tutorial requests responded to within 1 business day

100% 100%

0%

20%

40%

60%

80%

100%

FY02 FY03

Fiscal Year

Pe

rce

nt

72


73



TargetFY04

TargetFY05


LG1: Support continuous, shared staff learning and improvement

LG1a: Percentage of staff members with IDPs completed by February 28 each fiscal yearLG1b: Percentage of staff completing 80% of activities listed in IDPLG1c: Percentage of training modules completed on schedule

baseline

baseline

66%

80%

100%

80%

Develop Individual Development Plan for each staff member Develop in-house training plan

LG1: LT, TC, CCC

74


• Staff are asked to develop Individual Development Plans (IDPs) in conjunction with their supervisor each year

• IDPs list areas for development and training for each staff member for the coming calendar year

• Target: 33% of staff will have IDPs developed by February 28, 2003

• Results: 39% of staff had IDPs by February 28, 2003

75

LG1b: Percentage of staff completing 80% of activities listed in IDP

• Target: Eighty percent of staff will have completed 80% of IDP objectives by Dec. 30

• Result: 88% of staff with plans in place in February completed 80% of their objectives

76

LG1c: Percentage of training modules completed on schedule

• Training Project Team established in FY03

• Projects for FY04 are:• Survey Library staff to assess the state of learning

in the NIH Library• Conduct needs assessment• Develop training plan

77


78


ObjectiveLG1c: Percentage of training modules

completed on schedule.FY 03 Target

FY04 Target

FY05 Target

Initiative Owner

F1: Maintain or reduce cost of information provided to the NIH staff

F1: Change in unit cost of information = FY00 = FY00 = FY00 Monitor use of resources and maintain access to the most heavily used

F1: SG

F2: Minimize unit cost for custom research assistance at a defined level of service (DS1)

F2a: Change in unit cost F2b: No. of contracts/IAG's

>FY02 >FY03 >FY04

Promote custom services F2: SG & SW

F3: Minimize unit cost of providing copies of publications at a defined level of service (DS2)

F3a: Change in unit cost F3b: No. of document requests filled

<FY02 <FY03 <FY04

F3: SG & RS

F4: Minimize unit cost for translating documents at a defined level of service (DS3)

F4a: Change in unit cost F4b: No. of documents translated

>FY02 >FY03 >FY04

Utilize contract staff when appropriate

F4: SG & TC

F5: Minimize unit cost for providing primary library services at a defined level of service (DS4)

F5a: Change in unit cost F5b: No. of units of information provided

>FY02 >FY03 >FY04

F5: SG, RS, SW

F6: Minimize unit cost for providing self service copiers at a defined level of service (DS5)

F6: Change in unit cost F6b: No. of visits to self-service photocopy center

<FY02 <FY03 <FY04

Monitor and adjust number of photocopy machines available to users

F6: SG & RS

79

F1: Change in “Unit Cost of Information” – Number of Units Used• Use of information units has

increased 35% in the past four years

• A unit of information may be a search, a document supplied, a customer trained, an article downloaded, or a visit to our web site

• The electronic resources are heavily used and their use increases each year

6.2

7.37.8

9.6

0

2

4

6

8

10

12

FY00 FY01 FY02 FY03

Fiscal Year

Un

its

in M

illio

ns

80

F1: Change in “Unit Cost of Information” – Unit Cost FY00–FY03• Target: Maintain or reduce the

cost of information provided to NIH staff

• The unit cost of information is calculated by dividing the cost of the information into the number of information units used

• The unit cost of information has remained fairly steady over the past 4 years

• E-resources are more expensive than print resources; however, they are used more heavily thereby keeping the unit cost of information steady

$0.91$1.03

$0.91 $0.93

$0.00

$0.50

$1.00

$1.50

FY00 FY01 FY02 FY03

Fiscal Year

Un

it C

os

t in

Do

llars

81

F1: Calculations for the “Unit Cost of Information”

Units of Information FY00 FY01 FY02 FY03Information requests 44,656 40,558 40,558 30,000Searches performed 3,017 892 849 1,200NIH staff trained 1,335 1,454 5,441 9,300Books circulated/renewed 45,294 40,233 43,966 43,000Documents supplied from collection 327,405 289,863 255,194 324,000Home Page visits 646,550 842,856 1,055,001 1,116,000Web of Science searches 4,495,507 5,036,855 5,137,149 5,368,000Psychological Abstracts searches 9,277 10,020 12,097 12,000Biological Abstracts searches 4,867 5,930 2,637 2,000Ovid Medline searches 8,905 11,772 25,468 30,000Other Ovid database searches n/a n/a 4,201 4,105Articles downloaded from Amer Soc for Microbiology journals n/a n/a 319,614 274,000Articles downloaded from Cell Press journals n/a n/a 105,678 137,000Articles downloaded from JBC 166,476 188,544 225,580 264,000Articles downloaded from Nature Journals n/a n/a 405,658 502,000Articles downloaded from PNAS 94,725 125,380 149,544 185,000Articles downloaded from Science 129,971 152,302 207,012 212,000Articles downloaded from Elsevier/Academic Press 219,743 529,894 604,401 879,000Articles downloaded from misc e-journals n/a n/a n/a 250,000TOTALS 6,197,728 7,276,553 8,600,048 9,642,605

Primary Services Budget FY00* FY01** FY02 FY035,644,550 7,466,190 7,831,358 $8,953,706

Unit cost of information FY00* FY01 FY02 FY030.91$ 1.03$ 0.91$ $0.93

* FY00 budget did not include rent and overhead

** In FY01 NIHLB assumed added e-resources costs for Baltimore , Frederick and RML sites, plus paid rent and overhead

82

F2-6a: Change in Unit Cost• The unit cost for provide

copies of publications is lower in FY04. In FY03 276,000 copies of publications were supplied. As more documents are delivered as e-documents, costs are reduced.

• The unit cost for self-service copiers rose in FY04. In FY03 there were 24,000 visits to the self-service copiers. Use of copiers has decreased and hence the unit cost for the service has increased.

$0

$1

$2

$3

$4

$5

$6

FY01 FY02 FY03 FY04

Fiscal YearC

ost

in D

olla

rs

Provide Copies of Publications

Provide Self-Service Copiers

83

F2-6a: Change in Unit Cost (cont.)

• The unit cost for translate documents has risen over the past 4 years. The costs are largely based on salaries and contracting costs. 755 items were translated in FY04.

• The unit cost for provide primary library services has risen over the past 4 years. This service is growing. Costs are primarily based on salaries and purchase of print and e-resources. The cost of print and electronic resources rises 10-20% each year, and the Library is increasing the amount spent on e-resources by 20% each year. There were 9.6 million units of information provided in FY04.

• The unit cost for provide custom research assistance has not changed since last year. Seventeen custom projects were undertaken in FY04.

$0

$100

$200

$300

$400

$500

$600

FY01 FY02 FY03 FY04

Fiscal YearC

ost

in D

olla

rs

Provide Custom ResearchAssistanceTranslate Documents

Provide Primary Library Services

84

Conclusions

85

Accomplishments for FY03• Customers are very satisfied with the Library’s resources and services.

• The website has been redesigned in content management software, a new brand has been developed for the Library, and new print materials have been designed. These materials will be introduced to the NIH staff on February 10, 2004.

• Full-Text Plus! software that will enable users to link easily from databases to journal articles to training and more has been implemented.

• Relais II has been implemented, which has streamlined the process used to fill document requests, and a web-based document request form is available to customers.

• The “Unit Cost of Information” remains steady as we add new electronic resources to the collection.

86

Initiatives for FY04• We are in the process of developing a web-based survey, in conjunction with the NLM, to

assess customer satisfaction with the informationist service.

• We will be conducting either the bi-annual user satisfaction telephone survey or a user needs assessment in FY04, and we will use the scorecard to gauge customer satisfaction with provide copies of publications and reference service provided at the information desk.

• The Parklawn Health Library will become a branch of the NIH Library.

• In FY04, MetaLib, software that will enable searching across many e-resources, will be implemented.

• The Web of Science software will be updated to the Web of Knowledge.

• Development of an in-house training curriculum to ensure all staff are knowledgeable about Library services and to retrain staff for new work will continue.

• To maintain the unit cost of information, resources and services will continue to be selected based on their usefulness to NIH staff and cost per use will be a major factor in the selection and retention of electronic resources.

87

The End