Academic Library Case Study

The Value of the LibPASLibrary Performance Assessment Service Assessment Solution

University of Toronto Libraries

Lari Langford, Head, Access & Information, Robarts Library, University of Toronto

Question

Why was the UofT Libraries searching for a better means to manage the collection, processing and reporting of its ; assessment data?

Langford

“We had been using Excel and given our size, the Excel solution was simply too unwieldy and time consuming. Plus, we have multiple departmental and college libraries where we simply were not able to easily obtain sufficient information for evaluation purposes.”

Question

Why LibPASLibrary Performance Assessment Service?

Langford

“It appeared to be comprehensive and, it was reasonably priced. After a couple of demonstrations, we thought it would satisfy our needs.”

Question

What about Getting Started with LibPASLibrary Performance Assessment Service?

Langford

“LibPASLibrary Performance Assessment Service set-up was not easy. Not because of LibPASLibrary Performance Assessment Service, but rather because we are a large institution and it required considerable time to think about what data we were collecting, from where and by whom, and for what purpose? Were the definitions and instructions clear and easy to interpret by data inputters, etc.?

In fact, because of staffing constraints and time lines, we retained Counting Opinions and their Consulting Service to assist us with our LibPASLibrary Performance Assessment Service set-up.”

Question

When looking back and evaluating your decision, what is the LibPASLibrary Performance Assessment Service value proposition for UofT Libraries?

Langford

“In terms of ongoing direct savings, we estimate that to date LibPASLibrary Performance Assessment Service saves us the equivalent of 1/4 FTE annually. The payback on our first year LibPASLibrary Performance Assessment Service subscription and COCounting Opinions consulting services set-up investment was around 12 months. Subsequently, again based on just our current use of LibPASLibrary Performance Assessment Service, this translates into an ROI of over 200% per year.

Plus, there are indirect ROI benefits that are more difficult to assign specific $ values against. These include:

1. the ability to more efficiently manage the collection of consistent data having a higher degree of integrity.
2. the value of being able to respond to ad hoc questions, typically in minutes as opposed to hours/days.
3. not having to budget for IT staff to develop and maintain an in-house legacy system.
4. benefitting from a LibPASLibrary Performance Assessment Service service that is under continuous “organic” development/improvement.
5. excellent, timely, customer support.”

About Counting Opinions

Facing constant competitive challenges, libraries and library organizations need better tools to understand and manage customer needs and to compete more effectively for scarce resources. In business since 2004, Counting Opinions provides libraries and library organizations with a cost-effective, evidence-based management solutions’ platform for the comprehensive management of their performance and customer satisfaction data. Solutions for custom surveys, open-ended customer feedback, trends, benchmarking, outcomes and peer comparisons are also available.

Note: Interview conducted and case study prepared by Counting Opinions.

Please cite this article as: University of Toronto Libraries; Lari Langford, Head, Access & Information, Robarts Library, University of Toronto