What OIG Evaluated:
The Office of the Inspector General (OIG) initiated a follow-up evaluation on the Library’s “not on shelf” (NOS) rate which refers to when materials requested by users cannot be found by the Library. The evaluation’s objectives were to determine the NOS rate and the timeliness and quality of the library’s retrieval service.
What OIG Found:
- The Not on Shelf rate has remained largely unchanged since 2011.
- Collection items were delivered promptly.
- Utilizing customer service standards is necessary to make the Collection Management Divisions material retrieval service more user centered.
- Documenting responsibilities is necessary to improve the quality of the material retrieval service.
What OIG Recommends:
1. Perform an assessment to determine the desired quality of the Collection Management Division material retrieval service and, accordingly, establish customer service standards.
2. Establish performance measures to begin measuring performance against the customer standards for the Collection Management Division material retrieval service.
3. Develop and implement via documented policies and procedures Collection Management Division staff responsibilities associated with: a) following up on not on shelf items through the Collection Management Division quality
assurance process; b) ensuring reliable delivery of status updates via emails; and c) monitoring the condition of collection items.
