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Business analysis and service design of library services

Estonian libraries (~830 in total) currently rely on three different library systems (ILS) and three different user services portals. All these systems differ by their user experience, service provision, and their functionalities that support the day-to-day work of libraries. The aim is to replace by the year 2026 three user services portals with a single portal and improve the ability of libraries to offer digital services

Project description

In 2022 first part of the project: business analysis and service design was carried out. Project focused on library services which ILS should include and how users should be able to interact with library via new user portal. The aim is to replace by the year 2026 three user services portals with a single portal and improve the ability of libraries to offer digital services. To provide optimised services, the concept of a single integrated library system (SILS) was developed, consisting of three separate components: a user service portal for readers, a central database of bibliographic records and a library system software for librarians. These key components are linked with several supporting systems and solutions that are necessary for the provision of library services.
The project was carried out by the National Library of Estonia in cooperation with Ernst & Young Baltics and Rethink. The work was based on close cooperation with libraries who were involved through workshops, interviews, and discussions throughout the project. The project steering group, comprised of representatives of ministries, libraries and the Association of Estonian Cities and Municipalities, was included in the exchange of ideas on modelling the future library system. The business analysis and service design project of library services was financed by the European Regional Development Fund.

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