Delivery Services
All Director’s Meeting
Thursday, March 19, 2015
DeForest
Survey
O Conducted from February 16 through March 10
O 144 Responses
O Our goals:
O Maximize total responses
O Quick and user friendly
O Help identify our opportunities
O Provide an avenue for candid responses by utilizing
“anonymity”
Survey
O We did receive some very valuable constructive
feedback.
O This limited us: With the anonymity function, we are
unable to respond to any specific problems.
O However, we are committed to fixing problems that
can and do arise.
O Please contact us:
O 608-266-4695
O [email protected]
Survey
Opportunities:
O Website
O Special Request Service
O Material Handling
O CDs
O Driver Familiarity
Survey (Opportunities)
O The Delivery website could provide more
information regarding service changes
(weather, holiday schedules)
O 64% Agreed or Strongly Agreed
Survey (Opportunities)
O Delivery could provide more services to help
libraries enhance value.
O 46% Agreed or Strongly Agreed
Survey (Opportunities)
O It is clear what SCLS Delivery offers in terms of
Special Requests
O 33% Disagreed or Strongly Disagreed
Survey (Opportunities)
O Delivery's Special Request service is easy to
find
O 19% Disagreed or Strongly Disagreed
Survey (Opportunities)
O Improved Handling of:
O CDs
O DVDs
O Oversized Items
O Magazines
O Paperbacks
O Audio Books and Hardcovers
Desired by:
10%
8.5%
7%
5.5%
3%
<3%
Survey (Opportunities)
O Delivery route personnel are known to us
and/or easily identifiable
O 18% Disagreed or Strongly Disagreed
Survey
Noted Strengths:
O Overall Quality
O Cost Effectiveness
O Time it takes to answer phone
O Obtaining supplies by request (Post-Its, etc)
O Responds to inquiries quickly
O Vehicles are operated in a safe manner
O Drivers are courteous and helpful
O Prioritizes Safety
O Timeliness
O Problem Solving Ability
100%
100%
100%
100%
100%
100%
99%
99%
99%
99%
Survey
Noted Strengths:
O Protects library materials during handling
O Delivery staff acknowledges receiving email
O Vehicles are well-maintained/clean
O Delivery Management staff courteous/helpful
O Assigned Time to a Library
O Moves materials with care inside library
O Effectively Solves Problems Promptly
O Finding the right contact for my problem
O Website is a valuable resource for info I need
98.5%
98.5%
98.5%
98.5%
98.5%
98.5%
98%
95%
93.5%
A special note of thanks.
Survey
O Written notes in the comment sections provided
tremendous depth to why questions were answered
they way they were (including the NA)
O Positive comments will be shared with the staff on
our daily display board:
Volume
O 2014 System Volume:
12,334,000
O Down 3.5%
O Since 2010, the average annual decline for
those 4 years has been 2.0%
O Removing Portage County equated to a 4.8%
volume reduction
O 15 of 64 stops had a greater than 10% reduction
in volume
Volume
O Outside of SCLS:
O 4y UW System schools (not Madison) +7.3%
O Tech Colleges
O All of UW (Madison, 2y, & 4y)
O 2y UW Colleges
O UW Madison Libraries
O Private Colleges
O Library Systems
-0.4%
-2.4%
-4.4%
-7.3%
-9.2%
-9.5%
Can I answer any questions?
Thank You