IMPLEMENTATION OF ONLINE PAYMENTS IN ALEPH

Matt Couzens, Library ServicesJoao Neves, IT Solutions

Session outline

1. Why online payments?

2. The options considered

3. The technologies used

4. Implementation

5. Demonstration

6. How successful has it been?

Why online payments?

• Manual transactions inefficient use of staff time– Over 30k active Aleph patrons– Annual fines to the value of approx £150k– 85 staff delivering the frontline service across our 6

libraries– Payments previously only taken at the desk, over the

phone, by posting a cheque, or at the self-service

kiosks• In response to customer feedback• Reductions in risk and cost through less cash handling

and less processing of card data onsite

The options considered

• We wanted real-time payment, not overnight batch• No readymade solutions so we would have to develop

our own• Which interface, Aleph OPAC or Primo?– no strong preference from a business perspective, but

for technical reasons the Aleph OPAC was chosen• Create new payment gateway, or reuse an existing

gateway?– Decided to integrate with existing print management

system, PaperCut

The technologies used

• Rely on standard interfaces– Web Services, x-Server, REST-full ALEPH API, SIP2

• OPAC WEB– User session integration– Aleph templates

• SIP2– Client development

• PAPERCUT – RESTFUL XML-RPC– Client development– Double checking of transactions

• Financial reporting and account conciliation

Implementation

• IT/LS joint cooperation– Driven by LS Customer services– Requirements gathering & joint meetings– Acceptance document

• Development environment– Papercut test server– Library (ALEPH) test server

• UAT– Test done by LS

• Development & Documentation and implementation in

3 months

Implementation - issues

• Issues– Multiple transaction debits (due to impatient users)– Partial payments (difficult and awkward database

transactions)– Fixed amounts in Papercut.

Demonstration…

How successful has it been?

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How successful has it been?

• No serious issues, a few minor

issues after go-live were quickly

fixed

• Very successful collaboration

between IT and Library Services

• Contributed to Library Services’

achievement of the UK

government’s Customer Service

Excellence standard in May

2014

ANY QUESTIONS?

MATT COUZENSSERVICE IMPROVEMENT MANAGERLIBRARY SERVICES020 7848 2792MATT.COUZENS@KCL.AC.UK

JOAO NEVESSENIOR APPLICATION ANALYST - LIBRARY SYSTEMSINFORMATION TECHNOLOGY020 7848 1527JOAO.NEVES@KCL.AC.UK