tracking and measuring performance of reference services at the national library board, singapore
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Tracking and Measuring Performance of Reference Services at the National Library Board, Singapore. Jane Wee National Library Board, Singapore. Questions for Managers. How many enquiries did our Librarians and Para-professional staff handled last year? - PowerPoint PPT PresentationTRANSCRIPT
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Tracking and Measuring Performance of Reference Services at the National Library Board, Singapore
Jane WeeNational Library Board, Singapore
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Questions for Managers
• How many enquiries did our Librarians and Para-professional staff handled last year?
• How many of these are enquires were answered within the time frame we promised our customer that we would deliver by?
• Which of our collection were used or recommended when we answered our customers’ enquiries?
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Measuring Performance and Decision Making• “We can't manage what we don't measure”, a maxim in
management theory, is also applicable to the provision of Reference Services in libraries.
• If we do not measure and monitor something, we would not know if it is getting better or worse.
• If we do not measure to see what is getting better and what is not, how do we improve?
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National Library Board Singapore
NLB overseesNational Library Singapore3 Regional Libraries21 community libraries17 government, schools and private institutional librariesA total of 42 libraries in Singapore
National Library Singapore building
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About the System• National Library of Singapore implemented a system to
record and track enquiries received as early as 1st Dec 2009. • Roll out to all service points on 1st Feb 2010.• Web-based system based on cloud computing.• Through this system, the Library is able to track every
enquiry from receipt to closure, through all supported channels (walk-in, email, SMS, telephone).
• Measure the turnaround of the responses to customers and their feedback.
• Known as the Enquiry Management System, provides a seamless system that handles and manages enquiries from customers via all contact points within an organization with many service points.
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About the Process
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Start - Receipt of an enquiry at Service Point
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Creation of a case
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Preparing Responses
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Reply to customers
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SMS Replies with links to full answers
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Dear Patron, thank you for using Reference Point. Please click on the link to retrieve your answer
http://rds.nlb.gov.sg/DisplayCompleted.aspx?PRE...
EMS
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Receipt of customers feedback
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Follow Up/Acknowledgement
• Request for more information?• Suggestion to improve our services/collection?• Is customer not satisfied with the answer? Has it got to do
with the competency of staff?• Acknowledging a compliment.• Related enquiry or new enquiry?
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Case Closure
• Closed by staff handling the enquiry: capturing of statistics such as total number of enquiries handled as a group, total number handled by individual staff, turnaround time, types of enquiries, collection recommended/used, etc.
• Parent/Child Cases• Alerts to staff handling the enquiry and/or supervisors if
cases are not closed.• Email exchanges are still tracked even after a case is closed.
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About the Features
1. Accessibility 2. Increased Productivity3. Increased Accountability4. Customers Relationship Management5. Staff Performance Measurement6. Enquiry Training Database 7. Tracking and Statistical Report
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Accessibility
• Web-based;• Integrated with staff emails.
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Increased productivity
• No need to check multiple mailboxes; • Auto-population of criteria data fields;• All correspondences with customers on the same enquiries
are linked and all past enquiries with customers are searchable;
• Copying and pasting standard replies;• Save searches and findings as drafts;• Collaboration among colleagues with better knowledge to
provide better responses to customers;• Transferring/Re-assigning enquiries among colleagues.
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Increased Accountability
• Tracking capability from receipt to closure;• Service standards alerts (automatic reminders);• Enquiries are tracked to the individual owners.
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Customers Relationship Management
• Each reply is linked to a feedback form, enabling our customers to provide feedback on the services provided;
• Customers can also provide suggestions, an implementation date is also captured should a suggestion has been evaluated as good for implementation;
• Stored correspondences between customers and staff for future reference.
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Staff Performance Measurement
• Number of enquiries handled by staff;• Number of enquiries escalated by junior staff or colleagues;• Number of customers compliments received;• Meeting the turnaround time; • Number of research questions handled;• Service standards alerts (automatic reminders) to
Supervisors for cases not closed.
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Enquiry Training Database
• Questions and Answers databank for new staff or staff not familiar with certain subject areas;
• Similar questions being handled before.
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Tracking and Statistical Report• How many enquiries did our staff handled? • How many of these are enquires were answered within the time frame?• Which of our collection were used or recommended when we
answered our customers’ enquiries?
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Conclusion
• Tapping on technology to track the number and types of reference enquiries received by staff;
• Improved Accessibility, Increased Productivity and Accountability;
• Better Customers Relationship Management;• Informed decision-making processes for Management of
Reference Services.
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Thank You.
Jane WeeNational Library Board, Singapore
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