Perpetually Beta: Public libraries continuous

transition to meet customer needs – a case study

Geoff StrempelAssociate Director,

Libraries Board of South Australia

Why Perpetually Beta?Perpetual beta is the keeping of software or a system at the beta development for an extended or indefinite period of time. It is often used by developers when they continue to release new features that might not be fully tested. …. many operational systems find this to be a much more rapid and agile approach to development, staging, and deployment. (Wikipedia)

“Users must be treated as co-developers, in a reflection of open source development practices. The open source dictum, "release early and release often" in fact has morphed into an even more radical position, "the perpetual beta," in which the product is developed in the open, with new features slipstreamed in on a monthly, weekly, or even daily basis.

It's no accident that services such as Gmail, Google Maps, Flickr, del.icio.us, and the like may be expected to bear a "Beta" logo for years at a time.” (Tim O’Reilly http://www.oreilly.com/pub/a/web2/archive/what-is-web-20.html?page=4 )

…instrument the new service so that you know how people use the new features….

SA Library Network

• All libraries sharing a single LMS• All customers can access all content• For many libraries their 1st online presence• A full suite of products for all libraries• A centralised System Admin function

Building a consensus / herding cats• Multi sectorial working party• Site visits to see the reality of consortia • Libraries Board commissions a business case– Independent– Rigorous

• Engagement with all in the sector re findings• Participation is voluntary – minimum = 60%• Indicative interest = 90%

Selection process• Open tender• Must have a track record similar to SA• 3 Shortlisted for evaluation• Over 80 staff engaged in evaluation (aim is participation,

engagement & ownership)• Vendor demos (2 days each – multiple strands)• Referee checks – visits – including Auckland• All libraries get the full suite of products

– Consistent customer experience– Small libraries leap ahead

Commitment & Roll out• Contract signed Jan 2012 with 70% committed• Create project management office & methodology• Transitional User Group – configuration • 1st libraries live May 2012• May – June = 8 libraries / 40%+ population• Add 2 small joint use libraries to test the model• Pause & check• “Production line” approach: up to 20 libraries engaged at

any one time

Philosophy• Customer 1st

• Re-examine all historic procedures and rules• Maximize use and access • Maintain local flexibility wherever possible• Efficiency balanced by participation• Mandate only as required• Local branding is important to funders

Local Branding

Local Branding

Project effectiveness• Success measures

– 80 database conversions in 30 months– No dates missed– Project costs below estimate– 100% participation– Independent evaluation of Business Case fulfillment

• Methodology – Project management office – consistency & lead– Liaison with vendor– 4 key roles in each library– Training & Communication including a project blog– Use of contract staff

Governance & decision making• Single contract with vendor, but “back to back”

contracts with each council• User Group uses existing local government model• Either “at the table” or only one step removed• Wide consultation• Working parties to drive change• Central service desk for Sys Admin & link to vendor

For the customer• 4M items all available for loan• Reserve anything – comes to you at no cost• Borrow & return anywhere• Use equipment, internet, WiFi anywhere • eBooks universally available• Some databases restricted to local members only

Finances• 37.5% by Libraries Board 62.5% by Councils• Direct annual costs $700K below previous costs• Additional savings re staffing not counted• Increased courier costs balanced by other savings• 7 + 3 year contract with known cost increases

(below inflation)

SA Public Libraries Now

Where to next• Continuous improvement – database cleanup etc• Exploit the full power of the software• RFID State-wide• Collection evaluation – diversity / specialisztion• eBook discoverability within discovery layer• e-procurement system co-development with SirsiDynix• “Buy it Now” Australian connection