Asia-Pacific Library and Information Conference 2018, 30 July - 2 August 2018 Gold Coast: Roar Leap Dare
This conference paper discusses several cross-departmental projects under the National Library Board (Singapore)'s Operations Remake journey. Each case study details the problem statement, solution and enabler(s), impact indicators, and value created for users, staff pool and the organization. The included projects drive towards encouraging customer independence in areas such as transactional services and collection navigation, and resource optimization within the organization. These projects examine the manner library users interact with the library environment and technologies, and improving the daily operational duties of the staff pool.
Highlighted projects include:
- Fully automated, immediate and independent membership registration process for new users therein bringing greater convenience and less barriers to entry
- Crowd sensing technology to manage crowd and seat searching behaviour in larger library premises
- Mobile devices to enable staff pool to rove the library spaces and yet remain contactable
- Collection shelving optimization to improve customer experience in collection retrieval and increase collection turnover rate
The case studies will show the need for innovation and process remake in pursuit of improvement that are impactful and scalable, and how technology can be leveraged to assist the delivery of library services and improve staff productivity. The projects will provide perspectives on how to achieve optimization and inspire libraries to embark on a journey to remake their operations.