Seamless Order to Delivery: Integrating Processes for a Frustration-free User Experience

Abstract

In Spring 2013, the new Hunt Library at NC State University opened with a single service point called Ask Us. In Fall 2014 we opened a similar single service point at our long-established main library, D.H. Hill.Our challenge was to revamp and streamline other Access Services operations, including the bookBot, bookstacks, course reserves, and Tripsaver (ILL), to suit this new model. With Ask Us as inspiration, we've transformed our traditional back-of-house access services, dubbed order to delivery, to provide exceptional customer service to our students and researchers.This presentation will describe the ways we have streamlined our scanning, stacks pulls, and movement of materials to support timely, seamless, frustration-free services. Our improvement process included collaboration with course reserves, interlibrary loan, bookstacks, building services, branch and consortia libraries. Through this, we were able to identify efficiencies and make improvements to meet users' expectation of accuracy and reliability.