Customer satisfaction in consortium environment

ICOLCRome 12.-14.10.2006Kristiina Hormia-Poutanen

Who is the customer?

• The Ministry of Education?– central funding for FinELib staffing, content,

technology– funding for universities, polytechnics and public

libraries• The organisations forming the consortium?• Researchers, teachers, students, citizens?

• Defined in the strategy 2004-2006– LIBRARIES are the customers of FinELib service unit

(National library)

The process and agreements between FinELib service unit & libraries & end users

FinELib- service unit

LicensingNELLI-portal

LibrariesCustomising the services for users

UsersResearch teaching studying

Service agreements• Licensing• National portal Nelli

Memorandum of Understanding

FinELib-service unit

LicensingELLI-portal

LibrariesCustomising the services for users

- Importance of services- Satisfaction on services- Development of economic planning and reporting

Strategy 2004-2006

The process between FinELib service unit & libraries

FinELib-Consortium

Publishers

Vice-chancellorscouncil

Internationalcollaboration

ResearchersStudentsProfessors

Members: Universities, polytechnics, research institutes and public libraries

100+ organisations

The National Library of Finland

FinELib service unit

Ministry of EducationFinanciers

Other interest groups

Softwaresuppliers

Improving access to information• Licensing of electronic resources• Nelli – portal services

Strategy 2007-2015

• Prepared together with the libraries – library directors

• Approved by the steering committee – Ministry– Rectors of universities – Rectors of polytechnics– Libraries– End users

• Will be sent for comments– The Ministry– Rectors– Libraries

The changing environment

• Structural changes– University and polytechnic

network– Research institute network– Structure of municipal

services• Publishing industry

– New pricing models– OA

The changing environment

• Technology– New services – new

needs; young generation– Interactive services– Digitalisation – need for

long term preservation solutions

• Networking and partnership– National work division

(super computing – libraries)

– International partnership

The process between libraries & end users

LibrariesCustomising the services for users

UsersResearch teaching studying

Improving access to informationMeeting the user needsInnovative implementation of technologyVisibility Competence

Strategy 2007-2015

How?

• Knowledge of the changes in the working environment

• User needs – end users• Cost efficiency in the society

– Libraries – Researcher

• High quality service unit• Communication• Experiments and pilots• Expertise at libraries

Outcome

FinELib Licensing

NELLI-portal development

LibrariesCustomising the

services

UsersResearch teaching studying

Impact on research? Impact on teaching? Impact on learning ?

Library trends. Library Resource Sharing Networks Vol 54, no 3, 2006

• Consortia in Europe: Describing the Various solutions through Four Country Cases– Kristiina Hormia-Poutanen– Claudine Xenidou-Dervos– Rima Kupryte– Kari Stange– Alexander Kuznetsov– Hazel Woodward

• Thank you for collaboration!

Developing the processes and work division in a consortium environment

ICOLCRome 12.-14.10.2006Kristiina Hormia-Poutanen