AGENDA #8
MEMORANDUM
TO: Mayor and Town Council
FROM: W. Calvin Horton, Town Manager
SUBJECT: Recommended Adoption of a Library Information Technology Plan 2003-2007
DATE: April 28, 2003
The purpose of this memorandum is to recommend that the Library’s Information Technology Plan 2003-2007 (Attachment 1) be adopted as a component of the Library Master Plan.
Resolution A would adopt the Information Technology Plan 2003-2007 as a long-range guide for basic electronic resources and services to be provided by the Chapel Hill Public Library.
Resolution B would direct the Manager to consider Library capital and resources needed to support technology projects identified in the Information Technology Plan 2003-2007 as budget proposals for 2003-04 and future years are developed.
SUMMARY
The Information Technology Plan presents technology recommendations for the Chapel Hill Public Library for 2003-2007. The plan focuses on the future development of the Library’s electronic resources and services. It also addresses development of the technology infrastructure required to provide these resources and services.
To correct current technology deficiencies identified in the Library’s recently completed Services Plan, the plan identifies 19 projects grouped into the following seven project areas:
Automation System Development: Includes an upgrade to the current vendor’s operating system to provide a graphics environment and purchase of computers to replace the Library’s 38 text-based catalog terminals.
Streamlined Service: Includes installation of a radio frequency identification system to improve inventory functions and reduce circulation clerical tasks by 40%.
Electronic Reference Service: Recommends providing remote reference service to patrons via email and a virtual reference co-browser environment.
Patron training / Staff training: Recommends offering computer training for patrons and staff, and developing a collection of self-study CDs.
Public Access Computing: Includes adding 19 public computers and a computer management system, and upgrading software and equipment to correspond with the Town’s computer replacement schedule.
Infrastructure Development: Includes improving the Library’s wiring infrastructure, including use of wireless technology, adding a server to maintain the technology environment, and development of a disaster plan.
Human Resource Considerations: Recommends adding 2 Library Assistant III positions and 1 Library System Manager position.
We believe that adoption of the proposed Information Technology Plan, along with the already adopted Library Services Plan and Library Building Program, would, in combination, establishes a valuable set of guidelines for the long-range development of the Library.
We recommend that the Council adopt the Information Technology Plan as the third and final component of the Library Master Plan for Services, Technology and Facilities.
We also recommend implementing capital projects associated with Automation System Development, Streamlined Service, Public Access Computing and Infrastructure Development in 2003-04 and 2004-05 as recommended by the consultant ($558,450), using Library Gift Funds.
As alternatives to consultant recommendations associated with Electronic Reference, Patron/Staff Training and Human Resource Considerations, we recommend:
These recommendations are reflected in the proposed budget submitted to the Council in a separate document this evening.
BACKGROUND
On June 24, 2002, the Council accepted a Library Service and Technology Act grant and authorized the Manager to hire a technology consultant.
Consultant Richard Wayne was hired in September 2002, and worked with the Library Board, members of the Town’s Technology Committee and library staff to complete the study.
On January 27, 2003, Mr. Wayne presented his recommendations to the Council. The plan was referred to the Manager, Library Board and Technology Committee for review.
The Information Technology Plan is the final component of a three-part Library Master Plan begun in 1997. The first component of the Master Plan is the Five Year Services Plan 2001-2006 and Long Term Facilities Needs Through 2020, adopted by the Council in February 2002. The second component is the Recommended Library Building Program, adopted by the Council on April 14, 2003.
DISCUSSION
The consultant’s recommendations are broken out into the following seven areas:
A. AUTOMATION SYSTEM DEVELOPMENT RECOMMENDATIONS
A.1 Upgrade of the Library’s automation system ($211,400 capital; $5,900 annually): An integrated library system (ILS) provides functions for the public (catalog searches; remote access) and for staff (circulation; cataloging; acquisitions; management reports).
The Technology Plan recommends upgrading the Town’s 12 year-old text-based system with a new package that includes: unlimited simultaneous use of the catalog; a simpler KidsOnline catalog for children; helpful graphics; improved patron search strategies; catalog information in Spanish, Chinese, etc.; and improved software to close the system down in the event of an extended power failure.
Our automation vendor continues to support its older text-based ILS customers. However, they have stopped upgrading the text-based product. Their new system provides the ability to link to electronic information resources that libraries want to provide to the public.
We believe that upgrading the library’s operating system is an essential element of the Library’s technology development. The capital upgrade costs could be paid from Library Gift Funds. Operating expenses would need to be found in the Library’s operating budget.
Capital cost to purchase this package would be $211,400, with payments made over two years. Operations costs for maintenance contracts would begin in 2005-2006 and would cost $5,900 per year. In addition, we would need to make wiring and other infrastructure improvements ($11,750) and add security features outlined in F.1 and F.3 below.
Recommendation: That the Council authorize the purchase of the automation software package and related items identified in the Technology Plan for 2003-2004 and 2004-2005 from Library Gift Funds. Operating costs would be paid from the Library’s operating budget.
A.2 Replace text-based terminals with computers in public and staff areas ($53,000): The Library’s 38 text-based catalog terminals cannot support the graphics features of the Millennium upgrade. To provide patrons with all the features of the proposed Millennium upgrade, the report recommends that these text-based terminals be replaced by computers over a two-year period.
We believe that some Town surplus computers might be retrofitted to serve as catalog terminals and therefore reduce the final cost.
Recommendation: That the Council authorize the purchase of computers to replace the remaining text-based terminals over a two year period, beginning in 2003-2004, using Library Gift Funds.
B. STREAMLINED SERVICE
B.1 Install a radio frequency identification system ($218,000 capital; $13,000 reduction in operating expense): Benefits of implementing a radio frequency identification system include: providing patrons with the option of self-checkout; quicker staff-assisted checkout; automatic check-in that would eliminate 600,000 repetitive motions currently performed by staff annually; and improved inventory control. We believe that a radio frequency identification system could save the Town approximately $13,000 per year in operating costs ($7,000 in new maintenance contract costs, offset by $20,000 in reduced staff costs).
Recommendation: That the radio frequency identification system be implemented in 2004-2005 using Library Gift Funds. We do not believe that staffing would allow us to install the radio frequency identification system in the same year that we replace the Library automation system.
C. ELECTRONIC REFERENCE SERVICES
C.1 Provide reference services that patrons can use from remote sites ($15,000 capital; $12,000 annually): The Technology Plan recommends implementing a combination of e-mail with an interactive instant messenger program so that reference librarians and patrons can correspond to address patron questions. A reference desk e-mail address could be posted on the Library website. The plan recommends upgrading to the more sophisticated interactive instant messenger program by 2004-2005.
There would be no capital cost to implement the e-mail reference service. Upgrading to a virtual reference, co-browsing reference service in 2004-2005 would cost $15,000 to initiate and $12,000 per year to operate.
The Technology Plan does not identify on-going costs for additional reference staff time required to provide remote reference service. Based on current use of the Library, we would expect these services to be very popular and to require additional staff hours to provide.
Recommendation: That staff develop a procedure for handling e-mail reference and identify operating costs required to implement e-mail reference service in 2004-2005.
C.2 Develop and maintain the library’s website to meet current information needs: We agree that the Library should have a website plan to ensure that web development takes place in a structured and coordinated manner.
Recommendations: That Library staff work with Information Technology staff to develop a website plan during 2003-2004. That the Council authorize 12.5 hours of additional staff time to maintain and develop an improved website ($15,700).
C.3 Promote patrons’ awareness of NC Live databases: We agree that patrons should be encouraged and trained to use the NC Live database of newspapers, journals, magazines, encyclopedias, and electronic books provided by the State.
There would be no capital cost or new operating cost to implement this project.
Recommendation: That the Library promote NC Live in 2003-04 by providing a minimum of three NC Live training classes for patrons and by regularly posting website information that highlights features and resources of NC Live.
D. PUBLIC ACCESS COMPUTING
D.1 Add 19 public Internet computers and 2 Internet printers ($36,000 capital): Application of the North Carolina Public Library Directors Association Guidelines would suggest that the Library provide a total of 17 public Internet computers in 2002-2003 and 28 computers by 2006-2007. The Library has 9 Internet-connected computers for public use, 4 computers for patron-assisted searches and 1 networked printer. The consultant recommends adding 11 Internet computers and 1 printer in 2004, and another 8 computers and 1 more printer in 2005 to reach the goal of 28 public Internet computers.
There is frequently a waiting line to use the Internet-connected computers. We expect increased demand for public computers as more basic library information tools become available electronically, especially reference materials. Some in-house demand for public computers will be offset by patrons accessing NC Live and other remote-use databases from home. However, because of the higher cost of remote-use database subscriptions, most electronic resources acquired by the Library in the future may limit use to the library facility.
Recommendation: That the Council authorize addition of 11 public Internet computers and 1 Internet printer in 2003-2004 and tentatively plan for the addition of 8 computers and 1 printer in 2004-2005, using Library Gift Funds.
D.2 Upgrade all software and equipment based upon the Town’s replacement plan ($9,800): The Technology Plan recommends that all Library computers be included in the Town’s three-year replacement cycle. It also recommends replacement of seven public Internet computers next year on the Town’s three-year replacement cycle ($9,800).
We agree with the consultant that libraries should provide a uniform equipment and software environment for patrons to improve performance and enhance patron satisfaction. We believe that uniformity reduces staff time in handling hardware and software compatibility problems. We recommend adding two additional outdated staff computers to the consultant’s replacement recommendations, for a total of nine computers ($13,000).
Recommendations: That the Council authorize replacement of 9 outdated computers, in 2003-2004 using Library Gift Funds ($13,000) and authorize the Manager to add Library computers to the regular replacement schedule.
D.3 Ensure a safe Internet browsing experience for children ($200): The consultant recommends installing a menu and security program that controls access to public computers, including a customizable Internet browser that can control access to external sites.
Recommendation: That the Library purchase filtering software for selected public Internet computers.
D.4 Install a computer management system to efficiently control the flow of patron traffic to public Internet computers ($8,000 capital; $2,400 annually): A computer management system handles assignment of patrons to computers with no or minimal staff interaction.
We believe that adding public Internet computer stations will put an increased demand on staff to manage Internet queue and equipment problems. Installation of the proposed computer management system would largely eliminate the clerical queue management function staff now performs. Staff would be more available to assist patrons.
Recommendation: That the Council authorize installation of a computer management system, as proposed by the consultant, in 2003-2004, using Library Gift Funds. Operating costs would be paid from the Library’s operating budget.
D.5 Conduct an annual review of library electronic products and services as part of the Town of Chapel Hill’s capital improvement program development process: Staff annually reviews library products and trends and submits plans to the Town when appropriate. In addition to the annual review, we recommend that the Technology Plan be updated in five years to reflect future technology products and trends.
Recommendations: That staff investigate wired and wireless Internet connectivity options for the Library in 2003-2004 to supplement or reduce the number of stationary public Internet computers provided by the Library. That the Information Technology Plan be updated in 2007-2008.
E. PATRON TRAINING / STAFF TRAINING
E.1 Provide staff with appropriate technical skills to satisfactorily perform their jobs and to serve the public: The Technology Plan recommends that the Library perform an annual assessment of staff’s technical training needs and develop a plan to address them. It also recommends developing a list of possible volunteer trainers to conduct library classes. No capital or operating costs are identified to implement this project.
The Library provides in-house training and workshop opportunities for staff on topics that are job specific. We agree that identifying additional staff training needs would benefit employees and, ultimately, patrons.
Recommendation: That the Library Director conduct an annual assessment of staff technical training needs and develop a plan to address them.
E.2 Sponsor training opportunities for patrons to improve their information seeking skills: The Technology Plan recommends that the Library teach patrons to access information efficiently and effectively. It also recommends performing an annual assessment of patrons’ technology needs and sponsoring technology classes. The Plan identifies no additional cost to implement this project.
We believe that it would be possible to engage volunteers to teach in-house classes on computer basics and database searching using the Library’s public Internet computers before opening to the general public at 10 a.m. However, we believe that additional staff would be needed to train volunteers and otherwise support this new activity.
Recommendation: That the Library assess patrons’ interest in attending library-sponsored computer classes, and identify a list of possible volunteer trainers for this purpose in 2003-2004.
E.3 Provide self-study training materials to patrons and staff to improve information seeking skills ($6,700 in 2003-2004): We agree that patrons and staff could benefit from access to self-paced training opportunities provided by online technical training sites and technology training CDs.
The consultant recommends $6,700 in 2003-2004 to implement this project. We recommend purchasing $2,000 of materials, and monitoring the use of the materials when considering purchases in subsequent years. Operating costs would be paid from the Library’s operating budget.
Recommendation: That the Library identify a list of useful self-study technical training CDs totaling $2,000 and make them available to patrons and staff in 2003-2004.
F. INFRASTRUCTURE DEVELOPMENT
F.1 Secure the Library’s network to prevent disruptions of service ($2,200): Library staff computers’ security is provided by the Town’s server. Library public Internet computers have a separate Internet connection, because of federal e-rate discounts for library Internet connections. Limited information security is applied to this Internet connection. At present, these computers are at greater risk than those protected by the Town’s security system.
Recommendation: That the Council authorize the purchase of security hardware and software identified in the Technology Plan for 2003-2004, using Library Gift Funds.
F.2 Improve the Library’s wiring infrastructure to modernize electronic products and services ($11,750): The Technology Plan recommends upgrading cable, adding network switches and consideration of wireless networking in the future. The Library’s current wiring will not support new computing devices that require network and Internet access.
Recommendation: That the Council authorize the infrastructure improvements identified in the Technology Plan for 2003-2004, using Library Gift Funds.
F.3 Provide appropriate equipment to systems personnel to effectively maintain the Library’s technology environment ($5,100 capital; $280 annually): The Technology Plan recommends purchase of a Windows 2000 server to support projects identified in “Public Access Computing” (D.1-D.4 above). In addition to storing essential data and files, it would facilitate quick repair of malfunctioning or corrupt computer configurations, reducing system down time and use of staff time.
Recommendation: That the Council authorize the purchase of a Windows 2000 server in 2003-2004 to maintain the Library’s technology environment, using Library Gift Funds.
F.4 Develop a technology disaster plan to ensure the recovery of essential computerized library products and services in the event of a disaster: The Library does not have a disaster plan. We agree that such a plan needs to be developed to keep essential automated services running in the event of a disaster. There would be no new cost to develop a plan.
Staff recommendation: That Library staff work with the Information Technology Department to develop an information technology disaster plan in 2003-2004.
G. HUMAN RESOURCE CONSIDERATIONS
G.1 Provide adequate systems staff to develop and support the Library’s emerging products and services ($117,000 in 2003-2004): The Technology Plan recommends adding two Library Assistant III positions ($65,000) to assist patrons using the computer lab and additional public Internet stations. It also recommends hiring one in-house System Manager ($53,000) to coordinate technology activities identified in the plan, develop the library website and maintain the equipment and software dedicated to the expanded service.
We agree that implementing technology projects outlined in the plan will require additional staff time, especially for in-house hardware support to maintain the expanded computer lab. However, we do not believe that three positions will be needed to implement the first year of a four-year plan. Given the current financial environment, we do not recommend adding three full-time positions at this time.
Instead we recommend adding one 12.5 hour per week Librarian II position ($15,700) next year to support web page maintenance and development during the first year of implementation of the Technology Plan.
Recommendation: That the Council add one 12.5 hour per week Librarian II position in 2003-2004 to support web page maintenance and development ($15,700 annually).
SUMMARY OF CAPITAL COSTS
Below is a comparison chart of the capital project costs recommended by the consultant and staff in 2003-04 and 2004-05.
|
Project # |
Capital Cost Recommendations:
|
2003-2004 |
2004-2005 |
Total Consultant Recommendation
|
Total Staff Recommendation
|
|
A.1 |
Automation upgrade |
85,400 |
126,000 |
211,400 |
211,400 |
|
A.2 |
Replace text-based computers |
18,000 |
35,000 |
53,000 |
53,000 |
|
B.1 |
Radio frequency identification system |
|
218,000 |
218,000 |
218,000 |
|
C.1. |
Remote reference services |
|
15,000 |
15,000 |
0 Would defer start-up to a later date |
|
C.2 |
Website development |
|
|
0 |
0 |
|
C.3 |
Promote patron awareness of NC Live |
|
|
0 |
0 |
|
D.1 |
Add 19 public Internet computers and 2 printers |
24,500 |
11,500 |
36,000 |
36,000 |
|
D.2 |
Upgrade 7 existing public Internet computer software and place it on the Town replacement cycle. |
9,800 |
|
9,800 |
13.000 Would include 9 computers |
|
D.3 |
Children’s Internet safety |
|
|
0 |
0 |
|
D.4 |
Computer management system |
8,000 |
|
8,000 |
8,000 |
|
D.5 |
Annual review of products and testing |
|
|
0 |
0 |
|
E.1 |
Staff training |
|
|
0 |
0 |
|
E.2 |
Training classes |
|
|
0 |
0 |
|
E.3 |
Provide self-study guides |
|
|
0 |
0 |
|
F.1 |
Network security |
2,200 |
|
2,200 |
2,200 |
|
F.2 |
Infrastructure improvements |
11,750 |
|
11,750 |
11,750 |
|
F.3 |
Purchase server |
5,100 |
|
5,100 |
5,100 |
|
F.4 |
Disaster plan development |
|
|
0 |
0 |
|
G.1 |
Staffing |
|
|
0 |
0 |
|
|
TOTAL |
164,750 |
405,500 |
570,250 |
558,450 |
We recommend using Library Gift Funds to cover capital costs. The Library Gift Fund balance was $555,000 on March 31, 2003. The Gift Fund has an average annual gift revenue of $79,000 (Foundation: $35,000; Friends: $20,000; Lipman Endowment: $8,000; miscellaneous gifts: $15,000). It has annual expenditures of approximately $45,000 for books and other library materials.
We understand that the Friends of the Chapel Hill Public Library and the Chapel Hill Public Library Foundation also have indicated an interest in contributing funds for projects identified in the Library Master Plan.
Based on the implementation schedule identified above and assuming only normal activity in the gift funds without additional gifting by the Friends and Foundation organizations, we believe that adequate funds would be available to pay for all the one-time capital technology projects identified by staff.
Operating Costs:
We estimate that operating costs to implement all staff recommendations for capital projects and staffing would total $18,350 in 2003-2004 and $21,000 in 2004-2005. This includes $15,700 for personnel and $3,350-$5,300 for maintenance and self-study guide materials.
Our estimates are significantly lower than the consultant’s estimates, because we limit staffing costs to addition of one 12.5 hour per week Librarian II position ($15,700) instead of the consultant’s proposed three full-time positions ($117,000).
We recommend adding the 12.5 hour per week Librarian II position in 2003-2004 and reallocating the remaining operating costs of $3,350-$5,300 within the existing Library budget.
These recommendations are reflected in the proposed budget submitted to the Council in a separate document this evening.
RECOMMENDATIONS
The Library Board recommends adoption of the Information Technology Plan and use of Library Gift Funds for capital costs associated with its implementation.
We believe that adoption of the proposed Information Technology Plan along with the proposed Library Building Program and the already adopted Library Services Plan would, in combination, establish a valuable set of guidelines for the long-range development of the Library.
We recommend Resolution A that would adopt the Information Technology Plan 2003-2007 as a long-range guide for basic electronic resources and services to be provided by the Chapel Hill Public Library.
Resolution B would direct the Manager to consider Library resources needed to support technology projects identified in the Information Technology Plan 2003-2007 as budget proposals for 2003-04 and future years are developed.
ATTACHMENTS
1. January 27, 2003 Memorandum to Council, Library Information Technology Plan (p. 13).
RESOLUTION A
A RESOLUTION adoptING the Information Technology Plan 2003-2007 as THE FINAL COMPONENT OF THE LIBRARY MASTER PLAN FOR SERVICES, TECHNOLOGY AND FACILITIES (2003-04-28/r-10a)
WHEREAS, the Council charged the Library Board to develop a Library Master Plan that identified long-term development of library services, technology and space; and
WHEREAS, the Five Year Services Plan: 2001-2006 and Long Term Facilities Needs Through 2020; 2006 adopted by the Council identifies long-term library service needs; and
WHEREAS, the Library Building Program adopted by the Council identifies library space needs through 2025; and
WHEREAS, the Chapel Hill Public Library study, the Information Technology Plan 2003-2007, identifies reasonable services and an implementation schedule to improve technology services, based on a review of community needs; and
WHEREAS, this completes the development of the Library Master Plan;
NOW, THEREFORE, BE IT RESOLVED by the Council of the Town of Chapel Hill that the Council hereby adopts the attached Information Technology Plan as the final component of the Library Master Plan.
This the 28th day of April, 2003.
RESOLUTION B
A RESOLUTION DIRECTING THE MANAGER TO CONSIDER RESOURCES NEEDED TO SUPPORT PROJECTS IDENTIFIED IN THE INFORMATION TECHNOLOGY PLAN 2003-2007 AS BUDGET PROPOSALS FOR 2003-04 AND FUTURE YEARS ARE DEVELOPED (2003-04-28/r-10b)
WHEREAS, the Chapel Hill Public Library study, the Information Technology Plan 2003-2007, identifies capital technology projects, a capital projects implementation schedule through 2005 and operational costs through 2007; and
WHEREAS, capital and operational expenditures will be required to provide the services identified;
NOW, THEREFORE, BE IT RESOLVED by the Council of the Town of Chapel Hill that the Council directs the Manager to consider resources needed to support projects identified in the Information Technology Plan as budget proposals for 2003-04 and future years are developed.
This the 28th day of April, 2003.