1. NIA ELLIS INFORMATION SERVICES, ABERYSTWYTH UNIVERSITY nrj@aber.ac.uk Business Analytics and Planning: Digitisation Benchmarking Project

2. Why take part? Low numbers taking up digitisation Charging for digitisation seen as barrier Long turnaround times raised issues regarding capacity for increasing digitisation Potential for increasing student satisfaction with access to materials on reading lists

3. What do our customers want? more of the books that lecturers advise us to read Core texts! Essential course books E-texts and online resources. More copies of department required reading

5. Digitisation Benchmarking Project 2012-2013 http://wrap.warwick.ac.uk/58472/

6. Digitisation benchmarking project: initial project outline Identify recording methods used by each institution and establish a suitable method to adopt for benchmarking purposes. Calculate the volume of digitised texts for each institution and identify peaks in service. Record digitisation activity and process from request receipt to delivery to establish turnaround times at given dates throughout the academic year. This will enable institutions to position themselves in relation to comparator libraries. Compare and share information based on turnaround times to ensure a customer-focused service.

7. Data recording spreadsheet Institution number Number of Requests Received Number of Fulfilled Requests Number of Unfulfilled Requests Number of Renewal Requests Number of New Requests Turnaround time

17. Project impacts Improvement in processes Upskilling new staff to deal with peaks Employing temporary staff to deal with backlog Bringing scanning in-house Investing in new scanning equipment Researching new software solutions Inform SLAs Created community of digitisation service professionals

18. Number of items digitised at AU

19. Next? Work with Reading List management system for possible pro-active scanning Continue to implement Packtracker and investigate reporting facility SLAs and KPIs Increase number of digitised texts

20. Conclusion Achieved project objectives  Identify suitable recording methods  Record digitisation activity across academic year  Establish turnaround time as a comparator benchmark Achieved our objectives  Provided us with information and data to write business cases for staff/resources  Improved our capacity to deal with current and future workload  Provided us with benchmarks

21. Acknowledgements Thanks to: 12 other institutions who took part and shared data and experience Warwick University for supporting the project Sharon Tuersley for leading and coordinating and writing the final report (as well as quarterly reports) All involved in digitisation at Aber for their patience and hard work.