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April-May 2016
UnityUK User Group 2016
Annie Charlton
Project Manager & Application Service Team Leader
• DX Update (Jackie Marks)
• British Library Update (Kate Ebdon and Jo Cox)
• UnityUK Update (Annie Charlton)– Optimising UnityUK
– General hints and tips
– Music requesting
– Interops update
– New Members’ Area website
– General updates
• Data Centre Migration
• OCLC Sales Account Manager update (Natalie Ansell)
• UK Support Desk update (Ruth Abbey)
Agenda
DX UPDATE
UnityUK User Group Meeting - Online
DX
Presented by Jackie Marks – Customer Relationship Manager
Tuesday 10th May 2016
Agenda
• DX Overview
• Pricing Structure as from 1st July 2016
• DX Despatch as from 1st July 2015
• Escalation process
• Questions
5
WHO ARE DX...
6
One of the UK’s and ROI’s leading mail, parcels and logistics end
to end network operators
We specialise in the next day delivery of time sensitive, mission
critical, high value and items requiring 2 man delivery for B2B and
B2C Customers
Deliver approximately 170 million items every year from mail to
parcels and 2-Man deliveries
Established in 1975, we are the only logistics operator with our own
end-to-end postal operation
OUR NETWORK
3,200 staff and over 2,500 couriers and
owner/drivers
Operates over 350 nightly trunk routes
Collection and Delivery fleet of over
2,500 vehicles
Distribution centres across the UK,
operating from over 72 locations (with a
further one in the Republic of Ireland)
Distribution hubs in Northampton,
Nuneaton, Warrington and Willenhall,
plus other regional hubs
UK & Ireland coverage daily with
access to International networks
7
INVESTING IN THE FUTURE
8
Investment in propertyInvestment in strategic developments
5 Tonne Prototype vehicles Acquisition of City Link
Assets
• £1.125M investment
• 3,450 cages
• 115 wearable scanners
• Intellectual property including
trademarks
THE SERVICES WE PROVIDE KEY CUSTOMERS
9
DX Courier - Repair service
for jewellery, POS material
and Inter branch pouches
DX Courier and DX Secure -
work uniforms to business
and home addresses
DX Exchange – next day
delivery of sensitive legal
documents and evidence
DX Secure & DX 1-Man
Delivery of bikes and
smaller goods to residential
addresses
DX Secure – delivery of
every passport in the UK to
residential addresses
DX Courier – Delivery of
pharmaceutical products to
pharmacies
DX Secure – internet
shopping to residential
addresses
DX Courier and DX Secure –
Internet shopping to
residential addresses and
provision of goods and POS
to store
THE SERVICES WE PROVIDE KEY CUSTOMERS
10
DX 1-Man - Delivery of
supplies to Customers
stores and residential
addresses
DX 2-Man - Delivery of
goods to residential
addresses
DX International & DX 1-Man -
delivery of beds and furniture
to stores and residential
addresses for retail brands and
daily deal sites
DX 2- Man & DX 1-Man
Delivery of furniture to
residential addresses
DX 2-Man - delivery of large
retail items to residential
addresses in the UK (inc.
islands) addresses
DX 2-Man & DX 1-Man
Delivery of products to
stores and residential
addresses
DX 1-Man - Delivery of stock
to stores and goods (bikes)
to residential addresses
DX Logistics - Warehousing,
pick and pack solutions
providing goods to stores and
residential addresses
SOME OF OUR OTHER KEY CUSTOMERS
11
DX SERVICES
DX Secure – a highly secure B2C tracked next day courier service
DX Courier – B2B tracked next day courier service
DX Exchange – closed member to member next day mail & parcels
network
DX Mail – DSA mail service delivery in 3 days to postcode addresses
DX 1-Man – B2B tracked delivery service for larger and heavier items
from pouches to pallets to businesses
DX International – Air and road freight which is fully tracked for
deliveries around the globe
DX 2-Man – B2C tracked delivery of large items, next day and
nominated day
DX Logistics – Dedicated own fleet management, supply chain
solutions, fulfilment, bespoke value add services12
DX SECURE
13
Secure, tracked delivery to residential addresses with a range of
delivery options from recipient signature to first time delivery in a safe
place for letters, packets & small parcels.
End to end security – comprehensive tracking with 100% audit trail
Choice & convenience – choice of delivery solutions and delivery dates, text
and email pre-alerts of delivery & delivery confirmation via the web
Competitive Pricing – depending on service and SLA chosen
Pre Advice communications – Text or Email on day of delivery
Industry sectors
Etail & Retail (delivery of goods e.g.
jewellery, small electronics, clothing)
Public Sector - Central Government
(Identity documents and paper work)
Financial Services (bank cards)
Ticketing (festivals and concerts)
The DX Difference
Security of the service
Couriers take photos of
the delivery address front
door and a GPS stamp
DX COURIER TRACKED
Fast, reliable and cost effective packets and parcel delivery solutions for
business to business next day delivery.
Express Options – various SLA 9am, 12 or Close of business
Convenience – our couriers can collect every afternoon
Significant cost savings – highly competitive pricing
DX Despatch Wizard – online software to automate the despatch and
reporting process
We know your business – close working relationship with courier
Timely &
Reliable
Easy to use
Peace of mind
Great track
record
Value for
Money
Packets &
Parcels up to
32kg
Industry sectorsRetail
Public Sector - Government
Optical
Financial Services
Pharmaceuticals and Health
DOCUMENT EXCHANGE
Document Exchange
• Secure – Every item is collected, sorted and delivered within our secure
network of 23,000 public and private sector organisations
• Reliable – Collection post 5pm & delivering pre 9am next day as standard.
• Fast – Guaranteed to maximise the working day
• Value – A unique market leading service at a competitive price 21% less
than Royal Mail 1st Class stamped
Connects a community of 23,000 businesses with a secure, reliable and
next day, pre-9 am delivery service. This has been the mail service of
choice for solicitors, government and financial organisations for over 35
years. Also used as a site to site mail network for organisations.
DX MAILNationwide mail service to postcode addresses which is ideal for
organisations that don’t have enough mail volume for their own
discounted contract from Royal Mail. Competitively priced solutions for
non-time critical items such as statements, mail-shots or pay slips.
High Volumes with collection direct from mailing houses
3 day delivery
DSA – Down Stream Access (delivered by Royal Mail over the final mile)
Significant Savings
Over 1 million items delivered every day to:
UK Postcode addresses (residential & business)
Companies who have large branch networks
Professional services & Government sectors
Specific mail
presentation
requirements
Suitable for
letterbox
delivery up to
1kg
No
complicated
paperwork
Simple,
highly
competitive
pricing
DX 1-MAN
Specialist distribution of larger and heavier items including lengths
greater than 3 metres and pallets. Nationwide delivery to businesses
with a range of timed delivery options
IDW – (Irregular Dimension & Weight) Larger, longer & heavier items
Express Options – various SLA 9.30am, 12pm or close of business
Ease of Use – One driver will collect your 1-Man, 2-Man and International
items
Significant cost savings – highly competitive pricing
DX Freight Despatch – online software to automate the despatch and
reporting process to provide self serve to Customer Service teams
IDW
Weight between 32kg - 50kg
Max Pallet dimensions
1.2m x 1m x 1.8m high
Length between 3m - 6m
Max 1 Tonnes per item
Delivery Options
Overnight delivery
nationwide
Next day, 12, 9.30,
Saturday 9.30 and
Saturday 12
Leave safe on request
Simple
and
Cost
Effective
DX 2-MAN
DX 2-Man is our nationwide network delivery service used by
retailers, wholesalers, manufacturers and e-commerce for delivery of
larger and heavier consumer products to their Customer’s room of
choice.• Delivery to room of choice – including garage and garden
• Light assembly – putting feet on sofas, legs on tables
• Wet connections – dishwashers and washing machines, installed & connected
• TV installations – with green light testing
• Removal and recycling of electrical items following WEEE regulations
• Packaging recycling – removal of the original packaging option
• Network delivery service – allows us to be flexible and local
Delivery SolutionsNational coverage – UK mainland and offshore islands, including
Northern Ireland and Eire.
Web booking tool – embedded into the your online checkout
Customer Service – we call the delivery address your Customer to
arrange the date of delivery (if it hasn’t been selected at the point
of order).
Email or text alerts provided the evening before the delivery day
specifying the 3 hour delivery window.
Winner
‘Technology
Award’
National
Courier
Awards 2013
DX INTERNATIONAL
DX International provides the solution for exporting and importing
consignments of all shapes and sizes, whether it is time critical and
requires specialist handling, or it is bulky and fills a trailer.
• Freight options - European Road or Air Express
• Fully supported - Freight Desk for specialist adviser and bookings
• Flexible – freight collected with our normal collection
• POD – Real time
• Export & Import - Road/Air/Sea Freight
• Compensation - USD10/kg up to $100 per shipment with £25 excess
IDWMaximum weight per item: 1,000kg
Maximum weight per consignment: 2,500kg
Maximum number of items per consignment: 999
Maximum dimensions per item: L (1.2m) W (1m) H
(2m)
Maximum length (m): 6
Maximum volume per consignment 12m3
Global Access
via trusted
partners
DX LOGISTICSComplete range of supply chain solutions serving Customers across
all sectors of the UK. Using our understanding and experience in
logistics to develop innovative solutions that are as individual as our
Customer’s business, whatever the size or complexity.
• Dedicated fleet management across all vehicle types
• 4PL experience, owning and managing relationships
• Mechanical handling delivery, storage and preparation
• Specialist final mile solutions including desk to desk services
• Supplying time-critical spares to a field engineers
• Managing the entire end-to-end supply chain
• Temperature Sensitive Chemical distribution
Supply Chain
The experience to
manage and co-
ordinate multi
channel
operations using
the full range of
DX services
Bespoke
Supply
Chain
Solutions
Dedicated fleet
management
Dealing with the
complex legislation
letting the
Customer focus on
their core business
Fulfillment
Management
One-off projects or
longer term fixed
operations can be
planned and
executed within the
Logistics team
Price Changes
21
Pricing Changes 1st July 2016
• As from the 1st July 2016
• 3% Price Increase
• In July 2015 rates were reduced by 6.5% from 2014 prices
• Current: Untracked = £2.61
• New: Untracked = £2.68
• Current: Tracked with signature = £4.80
• New: £4.94
• Notification to be sent out in June 2016
22
Pricing as from 1st July 2015
DX DESPATCH
Effective 1st July 2015
SERVICE SERVICE LEVEL COMPENSATION COVER PRICE
FUEL
SURCHARGE
Track only Next Day
Enhanced indemnity
required at £0.75 £2.61
£1.30 per litre
starting point
on fuel s/c
tracker
Tracked Signature upto 1kg Next DayEnhanced indemnity
required at £1.00£4.80Tracked Signature upto 10kg Next Day
Tracked Signature 10kg plus Next Day
205 - Tracked Signature Consigned only Next Day
Enhanced indemnity
required at £1.00
£7.14
205 - Tracked Signature Consigned only Pre 12 £10.71
205 - Tracked Signature Consigned only Pre 9 £13.77
205 - Tracked Signature Consigned only Saturday £13.77
The above prices are exclusive of VAT
Minimum monthly invoice surcharge will be applied at the agreed individual rate (please refer to your Account Manger for further details)
23
DX Despatch
DX Despatch Online Booking System
• As from the 1st July 2015 migrated the Inter Library Loan Partners to DXD
• Online tracking
• Up to date details on deliveries/discrepancy reports
• Monthly reports
• Paper reduction
• Hard copy of proof of signature if using Tracked Signature service
24
Escalation Process
• Chasing undelivered items – 1st please contact your local customer care team
• Failed collections – 1st please contact your local customer care team
• Invoice issues – 1st contact [email protected]
• Claims – 1st log the claim with your local customer care team
• www.dx.co.uk – locations to find your local customer care team
• IT issues: [email protected] or 0333 241 5111
• Escalate to your Customer Relationship Manager if the above teams are not resolving your
request
25
Questions
The DX would like to take this opportunity to thank you for your business and will continue to drive
improvements to ensure your customer experience is 100%.
26
BRITISH LIBRARY UPDATE
The British Library Update
Kate Ebdon & Jo Cox
British Library locations
Boston SpaYorkshire
St PancrasLondon
To make accessible
To collect and preserve
Our Purpose
Challenging times…
Library funding made up of.. 79% from Government, 13% commercial and 7% voluntary.
Reduction in funding and declining markets will mean:-
• Fewer staff• Less contemporary content• Lower quality of service.
More commercial revenue needed to bridge the gap.
Government funding has reduced by 30% (real terms) since 2009.Grant-in-Aid will be a flat cash settlement for the next 4 years.
Research behaviours are changing..
British Library StrategyLiving Knowledge – 6 core purposes
Boston Spa (1961 – 1990s)Formerly National Lending Library, then Document Supply Centre
Boston Spa site c1960 – National Lending Library 1975 The Urquhart Building (108km)
• Print storage
• Catalogue and description
• Inter lending loan/photocopy service
• Supporting London Reading Room
Daily deliveries
2010 Additional Storage Building (260km)
2014 Newspaper Storage Building (40km)
Boston Spa (1990s onwards)Rise of digital and alternative research methods
• Declining traditional document supply• Mass digitisation• Back office functions• High density print storage• Digital storage and replication• Alternative access models
British Library- Services & PartnershipsService What it does
Document Supply Provides access to in-copyright
content either purchased or licenced
via surrogate or loan
Imaging
(Digitisation)
Services
High quality, secure and
competitively priced digitisation
services
EThOS Provision of PhD theses online
through partnership with HE
EHESS Provision of course pack content
through partnerships
UKRR Collaborative storage
Remote Services
Partnerships
For individuals and smaller
organisations
Order article by article
Pay as you go card payment
Online and mobile Integrated
The remote service
For larger organisations and
frequent users
Ordering and administrating
through LMS or other Library
Service provider
© Matt Sherberg © Sebastiaan ter Burg
B2B Content and technology partnerships
BL designed an xml based Application Programming Interface (API).
Machine to machine communication.
Ability to build in customer workflows.
Enables it to act as a hub in a growing network of information providers through partnership.
Secure Electronic Delivery via DRM Lite
Plug-in
Imaging Services
EThOSPartnership with UK Higher Education to digitise
and make accessible UK doctoral theses
Enhanced Higher Education Supply Service (EHESS)
• What is EHESS?– Support reading lists/course packs with UKHE
– In Partnership with the CLA
– Works with the CLA Licence
• How does the service work?– Outsourced scanning for items held in your collections
• All scanning
• Capacity management for busy times
• Fits in with workflows
– Copyright Fee Paid scanning for items not in your collections
• Copyright compliant copy for use under CLA licence
Higher Education Scanning Service
Copyright Fee Paid and Outsourcing
No OCR
HESS (Higher Education Scanning Service) EHESS (Enhanced Higher Education Supply Service)
DRM Free
Scanned as standard quality using document supply workflow
Copyright Fee Paid and Outsourcing
DRM Free
Scanned as high quality using preservation-standard workflow
OCR as standard
Pay using BL document supply account
Standard service turnaround 48 hour service
Invoice via CLA
UKRR – UK Research Reserve
Collaborative, distributed journal collection
• Safeguards the future of printed research material
• Maintains access for HE researchers
• Efficient use of space in HE libraries
Phase 1 – Released 10km of shelf space (8 HEIs)
Phase 2 – 29 HEIs, 80k titles/90km offered, 3.5km (3.7%) ingested into BL Document Supply
collection
Phase 3 – Further HEFCE funding, Jan 2016- ; new model being developed to extend to all HEIs.
UKRR – What does it look like? Imperial College
Looking ahead: UK Print Hub
Working Together
Forum for Inter-lending and Information Delivery (FIL)
CONARLS
UKSG
Regional Library Groups
Higher Education (JISC, HEFCE)
NHS
LMS providers
OPTIMISING UNITYUK
• Site Specific actions & alerts
• User alerting
• Branch Requesting
• End User Requesting
• Automated Rotas
Optimising UnityUK
Site Specific actions & alerts
User alerting
Branch Requesting• Lancashire
Unlimited licenses. Requests placed by branches and authorised and
managed by HQ. Branches have reduced level permissions. Online
borrower requesting also in place
• Barnet
10 licenses and 3 different levels of usage:
1. Admin User (standard)
2. Mid-level (place & action, not authorise requests)
3. Low-level (search & check status of request, not action or place
requests)
Therefore branches are placing requests that are authorised by HQ.
• Hampshire
Unlimited licenses. Requests placed by branches and authorised and
managed by HQ (no different admin levels)
End User Requesting
• Lancashire offer their borrowers an online ILL request form from their
library web pages.
• Formatted email is sent to UnityUK (other methods available)
• Request are processed as ‘To be authorised’
• UnityUK builds a rota based on preferred suppliers list
• Lancashire OPAC is checked and Collection Team are alerted to local
copies
Automated Rotas• For more information see the following Quick Guides:
11. Requesting items found in a search and building a rota
automatically
16. Authorising idle requests
• Send your list of preferred suppliers and receive free training on the new
workflows
GENERAL HINTS AND TIPS
• ‘Admin Home Action’ options
• Searching for rota locations
• Suspending your location
• Email signatures on messages sent to the UnityUK-L
mailing list
General hints and tips
‘Admin Home Action’ options
• When first logged in you will be in the BibSearch area of UnityUK,
however it is possible to change which page is displayed after login.
• This can be done by clicking on the ‘Location’ button on the left
hand menu bar. Click on ‘Edit own’ and change the ‘Admin Home
Action’ drop down box to an alternative display page
e.g. Request Work Queue.
• When you log out of UnityUK and then log back in you will be taken
to the display page previously selected in the ‘Admin Home Action’
drop down box.
‘Admin Home Action’ options
Searching for rota Locations
• To add locations which UnityUK has not identified
to the rota, you can enter the name, or part of
name, or BL code of a location in the box provided,
and click the Search button
• Use % to truncate your search e.g. ‘%Manchester’
• Or use first four letters in location name e.g. ‘Durh’
for Durham
• For the British Library use ‘BLDSC’
Suspending your location
• See Quick Guide 32. Suspending your location as a
lender
• Suspended - No Requesting: No Lender requests
will be sent to your library. In addition, your library
will be unable to make borrower requests.
• Suspended - Requesting OK: No Lender requests
will be sent to your library, but your library can still
make borrower requests.
Email signatures on messages sent to the UnityUK-L
mailing list
• We have had some UnityUK-L mailing list users having issues
responding to messages because there isn’t enough or accurate
contact information included in the request.
• If you can add your full signature or your full contact details to all mailing
list emails then this may assist your colleagues in responding quickly in
your favour.
• If you have any queries, please contact the Support Desk support-
MUSIC REQUESTING
Music, Play Set and Language Requests
• This area provides UnityUK members with an opportunity to view, link to and
download information on the following materials: Scores, Play Sets, Music
Items, Performing Arts Collections, Language Collections and Best Practice
Guides.
• Add opening times or staff availability for
• Demo of the UUK ILL Request Form for Music requesting
INTEROPS UPDATE
• We are currently working with LibrariesWest (Somerset)
on NCIP circulation interoperability with their joint Sirsi
Dynix Symphony system.
• Somerset will be processing requests on behalf of:– Bath & North East Somerset Library Service
– Bristol City Council Library Service
– South Gloucestershire Library Service
– North Somerset Library Service
– Dorset County Library
– Poole
• 27th June ‘Go Live’ date; configuration & testing to be
completed by mid June. Note: one-time fee applies.
LibrariesWest, Poole & Dorset
NEW MEMBERS’ AREA WEBSITE
UnityUK Members’ Area
• The new Members’ Area website was launched on 30th March 2016
• The link to the current Members’ Area (using the people icon in the bottom
left-hand side of the UnityUK website) will take you to the new site
• When you click on the Members’ Area link you will then be prompted to login.
This is because to access the new Members’ Area site you will need a
username and password NOTE: this is not the same password that you use
to login to the UnityUK system
• Your new username and password details has been sent to you via email. If
you do not receive a new username and password, please contact support-
[email protected] and we will get one set up for you
• If you have any feedback or questions about the new Members’ Area website,
please let me know [email protected]
GENERAL UPDATES
• Sales queries – [email protected]
• Support - [email protected]
• UnityUK-L mailing list
• contact us for any changes
• purpose and use discussion?
• Members’ Area – from www.unity-uk.com
• For FAQs and training materials, guides, and updates
• Are you region’s details up-to-date?
• Public website
• https://www.oclc.org/en-UK/unityuk.html
Keeping in touch
• New starters
• Resource Managers, ILL staff, etc.
• Change to invoicing contacts (Subs, IFM)
• Members’ Area, mailing lists, etc.
• Please contact the UK Help Desk:
The helpdesk is open from 9.00am – 5.30pm, Monday to Friday except UK public
holidays
• Tel: 0114 267 7502 or 0845 267 7502 local rate
• Email: [email protected]
Contact info – up-to-date?
• Via WebEx
• 1 hour introductory / refresher session
• 30 minutes subject specific sessions
• Next sessions will be scheduled for late summer/early autumn
• Further information will be released via the mailing list and the Members’
Area website
Training opportunities
• Please contact the UK Support Desk [email protected] if you have any
suggestions for ‘Tip of the Week’
• Best practice tips
• New features
• Workarounds
• Review the Archive on the Members’ Area to pick up hints and tips!
Tip Of The Week (TOTW)
• Keeping your data up-to-date benefits you and the libraries who
borrow from you & enhance the user discovery experience in
FABLibraries
• Instructions on how to supply your data are available from the
Members’ Area website
• Contact [email protected] or visit Members’ website
Data contributions
DATA CENTRE MIGRATION
The UnityUK System will be moved from its current location (UK data centre) to a
new data centre in Amsterdam.
• Test System Migration 25/02/16 COMPLETE• Beta testing 18/04/16 – 06/05/16
• In-house testing 11/04/16 – 06/05/16
• Live System Migration 11/05/16 – 12/05/16
NOTE: This will involve downtime of the system – we will aim to take the system
offline from 3pm on 11th May to export the database and transfer it to the new
data centre overnight. The system will be brought back online at some point on
the morning of 12th May. We will keep you informed throughout the day.
Data Centre Migration
SALES ACCOUNT MANAGER
UPDATE
City Gate
8 St Mary’s Gate
Sheffield
S1 4LW
Internal Account Manager
[email protected] 0114 2677500
Natalie Ansell
• 152 library services subscribed to
UnityUK
• 90 libraries subscribed to a 3 year
deal
• 8 libraries currently trialling UnityUK
UK SUPPORT DESK UPDATE
Your OCLC UK
support team
5867 support
calls raised in
the last year.
We get calls on
around 20-30
different
products.
UnityUK is one
of our six
biggest areas for
support calls.
EZProxy30%
OLIB29%
UnityUK16%
QuestionPoint11%
WorldShare Collection Manager
11%
VDX3%
On target closure
1 Critical - Target 2 days 100%
2 High Priority - Target 7 days 100%
3 Medium - Target 20 days 90%
Average time to close calls
1 Critical - Target 2 days 3.75 hours
2 High Priority - Target 7 days 1.25 days
3 Medium - Target 20 days 9.79 days
4 Low - 6 months 71 days
How are we doing?
Feedback tells us
that the UK Support
Desk is:
• Informative
• Speedy
• Professional
• Understanding
• Patient
Questions?
Thank you for your
attention!Annie Charlton
Project Manager & Application Service Team Leader
