“Eliminating wasteful activities in the service delivery chain will result in improved customer service. Improved customer service will lead to significant.

RFID ImplementationA tale of two cities

“Eliminating wasteful activities in the service delivery chain will result in improved customer service. Improved customer service will lead to significant cost reduction” John Huber

Agenda

Background Information on our citiesGoals of RFIDImplementationComponents of RFID Lessons Learned

Background Info - HamiltonHamilton has a population of approx 530,000Over 530 square miles of urban and rural space

Holds176,746 in 20011,352,674 in 20091,647,960 in 2011

Circulation for 24 branches;4,701,565 in 20075,122,736 in 2008 6,059,335 in 2009 6,346,100 in 20106,906,609 in 2011

Date Project Milestones - Hamilton

2006Prepared RFP and ran pilot at 3 locations

Libramation Awarded Contract$723,000 allocated

2007System Implementation

$620k for tags; $2.78 mill for RFIDReviewed vendor performance

2008 Awarded Sirsi Dynix / ITG contract for RFIDEquipment Rollout

2009 Awarded MK Sorting Materials Handling ContractEquipment Rollout, 3 sorters December

2010 - 2011 Continued Rollout of Sorters, Self Checks, Gates, Staff Pads

2012 LibDispenser for Valley Park

By the numbers… Hamilton35 self checks65 staff pads5 sorters46 gates (pedestals)1,648,000 items tagged since 2007250k – 300k added every year (new and re-

tagged)

Background Info – Kingston FrontenacKingston has a population of approx 150,000Over 730 square miles of urban and rural space

Online renewals in 2001 26,142 in 2010 228,46185% of holds online

Circulation for 16 branches; in 2001 1,108,535 in 2010 1,394,518Self check 706,130Self service 934,591

Date Project Milestones – Kingston Frontenac

2005-6

Staff committee of 12Education and ConsultantTours – TO and Baltimore

2007SelectionPittsburgh PilotTurner Sorter

2008-9 Mini sorter

2010 Inventory wand, SY self checkout/in, DVDs

2012 Replace self Checks

By the numbers… Kingston-Frontenac

13 self checks29 staff pads3 sorters16 gates (pedestals)½ million items tagged40,000 added a year

The Two Kinds of Technology

Sustaining technologies improve performances of established products that are valued by the majority of the customers in mature markets.

Disruptive technology is an innovation that helps create a new market and eventually goes on to disrupt an existing market displacing an earlier technology.

RFID is a Sustaining Technology

Goals of the ProjectTo enable staff to focus on value added customer

service: customer assistance, reader’s advisory, information service and programs

To increase job satisfaction by using expertise and education appropriately

To address work-flow for increased volume of circulation, hold requests and movement of materials between locations

To address ergonomic issues in handling materialsTo meet expectations for self-service options