ERIC Number: EJ714555
Record Type: Journal
Publication Date: 2005-Jul-1
Reference Count: N/A
Denver Reengineers: By Relying More on Vendors and Technology, Jo Sarling Explains How the Denver Public Library Shifted Resources to the Public
Library Journal, v130 n12 pS12 Jul 2005
This article gives details of the developments and changes in the Denver Public Library (DPL). Through a review of advancements in technology, vendor capabilities, staffing levels and talent, as well as outsourcing opportunities, DPL reinvented its workflow and processing. The result? The once giant stacks of books, CDs, videos, and DVDs waiting to be processed are gone. Order and receiving backlogs have disappeared. Turnaround on customer requests for popular material is very near the 48-hour mark, down from the four- to six-week wait. New quality control processes are in place, and virtually every staff member is cross-trained in backroom and public service functions. The circulation desk in the central library is almost completely self-service; circulation there has gone up 14 percent. A new DPL web site was launched that has doubled in usage during the last two years. And customer satisfaction ratings are as high as ever.
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Publication Type: Journal Articles; Reports - Descriptive
Education Level: N/A
Authoring Institution: N/A
Identifiers - Location: Colorado