Streamlining interlibrary loan and document delivery workflows: tools, techniques, and outcomes

Purpose - This paper aims to describe a review of interlending and document delivery work processes at the National Library of Australia, the purpose of which was to develop a new integrated approach to interlending and document delivery services and to improve turnaround times for users by reducing administrative functions and improving request management processes. Design/methodology/approach - This paper provides a brief overview of business process modeling notation (BPMN) and its use in the National Library to evaluate workflows, reports on implementation of the project's recommendations, and highlights lessons learned. Findings - Good communication and teamwork were critical to the project's success. Use of the BPMN enabled stakeholders to retain objectivity when evaluating existing workflows. The new workflows and processes resulted in demonstrably greater customer satisfaction. Originality/value - Discussions of Relais ILL customization to streamline workflows and facilitate e-commerce are especially useful. The paper describes library application of both BPMN and Prince 2 project management methodology.