1. The British Library Document Supply Service An on-demand service for a demanding world Kate Ebdon Liaison & Key Account Support Team Manager, Customer Services

2. www.bl.uk 2 British Library Strategy Living Knowledge – 6 core purposes

3. www.bl.uk 3 Document Supply Demand Profile Long track record, peaked in the late 90’s, little investment Customer base includes UK and international markets and public sector and commercial organisations Decline brought on by digital innovation (the internet/Google/pay-per-view) and publisher big deals Change Programme

4. www.bl.uk 4 2008 Change Programme Reduce cost and rebalance Continuous Improvement Commercial operations management Customer First campaign Investment in platform technology Current challenges… Internal acquisition cuts Customer expectations and technology change Competition including alternative (free) digital access Open Access

5. www.bl.uk 5 Document Supply demand profile by age of publication In 1997 80% of demand was for journals up to 10 years old By 2014 80% of demand was for journals up to 25 years old Changing behaviour and budgets cuts pushing BL document supply into the “long tail”

6. www.bl.uk 6 Collect and connect Year on year (c14%) decline Subscribed content reducing due to budget cuts Use of licensed third-party content from publishers’ websites started in December 2014. Supply from these sources is increasing rapidly...

7. www.bl.uk 7 Cost per use – real term

8. www.bl.uk 8 From the archives Automation and the move towards the digital age “ “ http://videoserver.bl.uk/archive/index.php?vfile=65589

9. www.bl.uk 9 53 years old 70s heyday Reliable, trusted service But not ready for the world to go digital The transformation 70s leader to digital as default Investment in new technologies Enabling huge improvements in access and price Continuing the tradition of innovation © Nigel Bewley © Quentin Meulepas © tribehut

10. www.bl.uk 10 B2B Content and technology partnerships BL designed an xml based Application Programming Interface (API). Machine to machine communication. Ability to build in customer workflows. Enables it to act as a hub in a growing network of information providers through partnership.

11. www.bl.uk 11 B2C Consumer experience ondemand@bl.uk

12. www.bl.uk 12 Early Feedback The revamped user interface is definitely an improvement……….the ability to zoom in/out a page display and copy + paste text is an advantage. The response time and page lag doesn’t seem to be any different between BLDSS Online or the new BL On Demand Generally very impressed.

13. www.bl.uk 13 BLDSS British Library On Demand Supporting the Living Knowledge Strategy VISION: To unify British Library online information services to enable greater awareness, understanding, access and use of the British Library’s collections

14. www.bl.uk 14 New delivery method Plug-in

15. www.bl.uk 15

17. www.bl.uk 17 Selecting LCDRM (Plug-in-less) Delivery https://businessaccount.bl.uk/BusinessAccountLogin.aspx

18. www.bl.uk 18 Truly Mobile Service https://businessaccount.bl.uk/BusinessAccountLogin.aspx https://ondemand.bl.uk/onDemand/home

19. www.bl.uk 19 Summary

20. www.bl.uk 20 Kate Ebdon Kate.ebdon@bl.uk