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2CUL TSI E-Resources Troubleshooting TeamPHASE 1: InvestigationReport
Create an inventory of all policies, practices, tools, and workflows related to e-resource troubleshooting at both institutions;
Identify dependencies and limitations inherent in working with different systems, user populations and e-resource packages and licensing;
Review policies, practices, and workflows related to e-resources troubleshooting at both institutions to identify points of harmony and points of discord;
Establish baseline productivity and staffing at each institution to allow for future assessment of changes and development.
- Productivity - Appear to be very similar levels of troubleshooting volume and nature of incidents
- January-March 2013 - Columbia 244, Cornell 251 (very close month to month totals) - Accuracy of these is limited by different sources of information.
- Staffing - Very similar numbers of individuals and time spend handling troubleshooting work
- Productivity - Appear to be very similar levels of troubleshooting volume and nature of incidents
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