[UXPROD-3494] Resolve issues encountered by having one place process material requests for two Service Points Created: 07/Jan/22  Updated: 14/Feb/22

Status: Draft
Project: UX Product
Components: None
Affects versions: None
Fix versions: TBD

Type: New Feature Priority: P2
Reporter: Holly Mistlebauer Assignee: Unassigned
Resolution: Unresolved Votes: 0
Labels: cornell-access-services
Remaining Estimate: Not Specified
Time Spent: Not Specified
Original estimate: Not Specified

Attachments: JPEG File Check-in Process.jpg     Microsoft Word Check-in.docx    
Issue links:
Relates
relates to UXPROD-2429 Delivery Fulfillment Service Point P... Open
relates to UXPROD-2648 Delivery Fulfillment Service Point Ph... Analysis Complete
Development Team: None
PO Rank: 0
Rank: Cornell (Full Sum 2021): R1
Rank: Duke (Full Sum 2021): R3

 Description   

Background
In mid-October 2021, Holly was asked by Cornell University Library to review various issues discovered by CUL Access Services staff while using FOLIO. Holly met with various individuals at Olin and Mann libraries and produced the CORNELL ACCESS SERVICES FOLIO OBSERVATIONS & SUGGESTIONS document, which is available at https://docs.google.com/document/d/1lwnZpkiw7G0c3EyObRRnjuV6XVMcFNK1lWUG952sFgI/edit?usp=sharing.

Overview
The majority of issues experienced by Access Services are related to having one processing point (e.g. Olin Circulation Desk) responsible for processing two service points (e.g. Olin Service Point and Uris Contactless Service Point). This situation is occurring at both Olin Library and Mann Library. This requires that items be pre-sorted (based on categories listed below), then checked in/out the way FOLIO needs them to be in order to generate notices and print slips.
Carts arrive twice per day that contain items that primarily fall into one of these categories:
1) Items that patrons have requested be delivered to the Olin Service Point for them to pick up.
2) Items that patrons have requested be delivered to the Uris Contactless Pickup location for them to pick up.
3) Items from the Olin collection that were returned to a different library and are now “home.”
4) Items pulled from Olin that patrons have requested to be delivered to a different library (not Olin or Uris).

Solution

  • We originally thought that a possible solution would be to leverage "Fulfillment preference" in FOLIO. This field is currently populated with 'Deliver' and 'Hold shelf'. What about adding an option for ‘Contactless Pickup’? We would then be able to remove the contactless pickup service points. Tom and Holly met with Brooks to discuss this approach and decided on a different solution.
  • Use location for ‘Contactless Pickup’? The Circulation POs and Tom Trutt will be discussing this at a meeting on January 11, 2022.

Contact(s)
Tom Trutt
Wendy Wilcox

Notes

  • RA SIG discussed on 1-27-2022 - https://folio-org.atlassian.net/wiki/display/RA/2022-01-27+Resource+Access+Meeting+Notes
    • There is no uniform consensus on approach. Few other schools on call are using contactless pickup. Some are using or planning on doing faculty delivery or general delivery, which is analogous here. Some schools (Duke, Michigan State) use lockers, which are essentially NCIP machines and don't have the same issues as this model.
    • We discussed approaches using primary/secondary service points, and approaches using the fulfillment preference field. We also discussed whether adding additional information to a service point record could potentially be helpful to these scenarios if it was exposed to the discovery layer and available as associated tokens for use in staff slips.
    • To-dos: Thomas and Cornell folks will reach out to Chalmers to find out how they are managing this model (they were not on the call). It's likely Chalmers' request volume is much less than Cornell's so may not be analogous, but we want to gather that information.
    • Cornell staff will review the fulfillment delivery jiras ( UXPROD-2429 Open and UXPROD-2648 Analysis Complete ) to review whether those features could be helpful (as written, or as written plus additional feature X, Y, Z)
    • Erin will review / consider the question about service point tokens and associated APIs and what might be possible to do in terms of exposing information to the discovery layer.
    • Cornell and Circ POs will continue discussion outside of SIG meetings.


 Comments   
Comment by Erin Nettifee [ 11/Jan/22 ]

What is the separate solution that Brooks Travis Thomas Trutt and Holly Mistlebauer discussed?

Comment by Brooks Travis [ 11/Jan/22 ]

Grouping service points, so that if you check an item in at any service point in the group that it’s routing destination is in it’s like you checked it in at the destination.

Comment by Erin Nettifee [ 11/Jan/22 ]

Brooks Travis so you're really talking about the grouping service points as pickup locations, right? On the Request record?

We have that idea of a secondary service point, but in thinking about it I'm not sure that requests ever looks at secondary service point, it just looks at the pickup point chosen.

Another thought might be a service point config option - where you can say "pickup location = yes" but "fulfilled at" choose another service point, and then in Cornell's use case, you'd say that the unattended pickup is a pickup location, but fulfilled at Olin....

It might be worth a tech spike to explore the needed technical approach....

Comment by Brooks Travis [ 11/Jan/22 ]

I’m thinking of something more generic, not just for pickup locations.

Comment by Erin Nettifee [ 11/Jan/22 ]

So I'll ask the basic question, why is the contactless service point a service point at all? Is it just for the pickup location functionality?

Comment by Erin Nettifee [ 11/Jan/22 ]

Grouping service points, so that if you check an item in at any service point in the group that it’s routing destination is in it’s like you checked it in at the destination.

That's kind of what secondary service points are, it's just on the location level where it's configured. If an item's home location is A, and location A has primary service point B and secondary service point C, and I check it in while I'm logged in at service point C, it doesn't put it in route again, it moves it to Available.

Comment by Brooks Travis [ 11/Jan/22 ]

Yeah, but I'm thinking of something that's configured at the service point level.

Comment by Holly Mistlebauer [ 11/Jan/22 ]

The Circulation POs group meet on January 11 to discuss this issue. What Cornell is looking for is something like this...

  • Olin Circ Desk would be the primary service point
  • Contactless Pickup would the a pickup service point (nested within the primary service point (aka a child of primary service point)

MO State has a similar situation that they are addressing outside of FOLIO. It would be good to do this within FOLIO. Also, Chalmers has asked for something like this. Holly will bring this issue to the RA SIG for further discussion. We need to find out who, if anyone, else is impacted and come up with a solution that will work for everyone.

Before the meeting with the RA SIG, Cornell needs to identify various use cases in a google document. The use cases will be presented to the Circulation POs at their January 18 meeting in preparation for the January 24 RA SIG meeting.

Comment by Debra Howell [ 11/Jan/22 ]

Andy Horbal and Thomas Trutt Please see Holly's request above for use cases in a Google document in advance of the January 18th meeting with the Circ POs

Comment by Holly Mistlebauer [ 11/Jan/22 ]

Debra Howell and Andy Horbal: Tom and I will be meeting on Thursday to create the use cases together.

Comment by Holly Mistlebauer [ 14/Jan/22 ]

Attached you will find two documents produced by Thomas Trutt. One is a flowchart showing what happens at the circ desk and the other contains use cases. The Circulation POs will review the documents at their meeting on January 18, in preparation for the prior to the RA SIG meeting on January 18, in preparation for the RA SIG meeting on January 24.

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