I must admit the first thing that attracted us to the DCS was the promise of an automated annual return! Although completing this return is necessary only once a year, we found it a time-consuming task when completed manually, and looked forward to getting rid of it.
We hoped the DCS would simplify our workflow and remove the need for duplication of work. Previously we had multiple windows open on screen just to get a request underway. The DCS has certainly reduced the number of windows we need open, although we still need an internal review to streamline our workflow further.
The fact that we could use other institutions' scans also attracted us as this would mean less work for us. It was a stroke of genius to realise institutions all over the country might be scanning the same chapter/article many times and that we could lessen the duplication of work and share instead.
Having previewed the demo release of the DCS we decided to come on board in the early stages of its development. We got our sandbox environment set up in April 2016 and went live in October 2016. The CLA have done a fantastic job of creating a community feel to the project and I have felt like part of the team, rather than just a customer.
Of course, the fact that we don't have to pay anything extra for the DCS is a big bonus.
While dealing with the CLA, whether it was setting up our sandbox area, going live or resolving any ongoing problems, I have found their customer service to be excellent. So much so, that I felt compelled to email them and congratulate them on a job well done. I feel strongly that we should give praise when deserved, rather than just complaining about services.
Every query I have made has been responded to in a timely, professional and friendly manner. The CLA have given the impression that they actively listen to customer feedback and implement changes based on what their customers want/need. As a result I feel like we have an input to the evolution of the DCS and are part of a wider community with similar aims.
I have had a very positive experience of the communication that the CLA send out to their users. The newsletter they produce is one of the best I have ever read (the fact that I want to read it is proof of that!) It is clear, concise, timely and relevant.
I am a regular attendee at DCS webinars, they are very well organised, engaging and I always learn something new. In my experience webinars can be quite dry but the mixture of polls, demonstrations and Q&A, alongside the traditional PowerPoint slides seems to work really well. It also helps that the presenters are personable. I like the fact that we can see which improvements have come from customer feedback and which developments are coming up. I am impressed with the speed of development of the DCS, as it has come a long way since its launch and doesn't show signs of standing still.
Yet another point which has impressed me is the communication around downtime of the DCS. I don't want to imply that this happens very often but, on the odd occasion it has, I have received an email to let me know there is a problem and one later to say what the problem was and how they solved it. So different from my experience with other suppliers.
About the Author
My name is Ruth O'Connor and I am Systems Co-ordinator at Edge Hill University in the North West of England where I have worked for 15 years. My team and I run digitisation for the University. I also deal with cataloguing stock, eBooks, the library catalogue and e-resources. I spend most of my day sat at a PC working on technical stuff but they do let me out onto the student facing helpdesk for 4 hours a week on a Thursday night.
In my personal life I am a rock chick, I watch a lot of films (mainly horror), read a lot of books (I'm addicted to my Kindle), and dote on my two guinea pigs (Ginny and Luna ... spot where their names come from!). I recently did 'Brave the Shave' in aid of MacMillan, hence the haircut!