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<p class="MsoNormal"><b>From:</b> SEO-Members <seo-members-bounces@lists.oplin.org>
<b>On Behalf Of </b>marshams@library.ohio.gov<br>
<b>Sent:</b> Friday, July 9, 2021 5:00 PM<br>
<b>To:</b> seo-members@lists.oplin.org<br>
<b>Subject:</b> [SEO-Members] STAT Courier Update<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Century Gothic",sans-serif">We know that every Ohio library sees customer service as a core value and prides themself on providing excellent service to their patrons. While a number of the challenges
in our courier transition have been out of the control of the State Library, OhioLINK, and STAT Courier, we recognize that all of the challenges have been out of your control, too. We are working continuously to resolve these issues. We would like to thank
the individuals who have reached out to the State Library & OhioLINK staff with kind words. <o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Century Gothic",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Century Gothic",sans-serif">As the 6th day of our new contract comes to a close, the State Library of Ohio and OhioLINK are continuing to work with STAT to visit 100% of all locations. STAT, like
every other employer in this economic climate, is struggling to hire new employees. This is not an issue unique to us, and the labor shortage is a factor for many industries. The global materials shortage has also impacted STAT. We told you on Wednesday that
they had only received </span><span style="font-size:10.0pt;font-family:"Arial",sans-serif">¨ø</span><span style="font-size:10.0pt;font-family:"Century Gothic",sans-serif"> of the totes they¡¯d ordered. They received the last 1,500 totes this morning, two weeks
after they were expected. Tote distribution should resume on Monday. As of today, STAT has visited 80% of the locations at least one time. <o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Century Gothic",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Century Gothic",sans-serif">We would like to address the RFP process for statewide delivery specifically. As in the past, we worked with the Ohio Department of Administrative Services (DAS). As
a statewide contract, the RFP process is one that we must regularly go through, and it is vital that the process be fair to all companies submitting proposals. The evaluation process for the proposals was included in the RFP document itself, and for this contract
bids were evaluated across a variety of points that incorporated both their plan for service and the cost. <o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Century Gothic",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Century Gothic",sans-serif">While no contracted service turnover is ever completely smooth, we remain confident that the increase in service you will see over the next month will lead to a positive
end result. The last time the statewide delivery vendor changed, there were also issues and obstacles. <o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Century Gothic",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Century Gothic",sans-serif">Some of the additional services that will be available as part of this contract include:<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in"><span style="font-size:10.0pt;font-family:"Century Gothic",sans-serif">-Dedicated routes that only deliver to libraries<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in"><span style="font-size:10.0pt;font-family:"Century Gothic",sans-serif">-Responsive service (e.g. additional routes)<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in"><span style="font-size:10.0pt;font-family:"Century Gothic",sans-serif">-Driver¡¯s assigned appropriate transportation (e.g. no hatchbacks overflowing with library materials)<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in"><span style="font-size:10.0pt;font-family:"Century Gothic",sans-serif">-Driver check-in at every location to verify stops made<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in"><span style="font-size:10.0pt;font-family:"Century Gothic",sans-serif">-Utilization of totes to protect materials in transit<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in"><span style="font-size:10.0pt;font-family:"Century Gothic",sans-serif">-Additional hubs contracted<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Century Gothic",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Century Gothic",sans-serif">Though we have faced a number of obstacles that began in June, we are pleased to be partnering with a professional library delivery service company and anticipate exceptional
service levels to be the standard going forward. <o:p></o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Century Gothic",sans-serif"><o:p> </o:p></span></b></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Century Gothic",sans-serif">Positive steps that your library can take today:</span></b><span style="font-size:10.0pt;font-family:"Century Gothic",sans-serif"><o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in"><span style="font-size:10.0pt;font-family:"Century Gothic",sans-serif">- Manage expectations by letting your patrons know that we are working through a courier transition and that they should expect delays in the
statewide delivery of library materials. Consider using your library¡¯s social media, website, newsletters, or email lists to distribute clear and concise messages.<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in"><span style="font-size:10.0pt;font-family:"Century Gothic",sans-serif">- Prepare appropriately professional and empathetic talking points for staff who are dealing with impatient, unhappy patrons.<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in"><span style="font-size:10.0pt;font-family:"Century Gothic",sans-serif">- Please use the Courier Support Form to let us know if your library has not yet been visited by STAT Courier. <o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in"><span style="font-size:10.0pt;font-family:"Century Gothic",sans-serif">- Be sure you are using the most up-to-date labels. All materials using the old Priority Dispatch labels are being shipped to the State Library
of Ohio, and this will cause further delays in your deliveries.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Century Gothic",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Century Gothic",sans-serif">Thank you all for your continued patience, and we will provide additional updates to you as we have them. <o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Century Gothic",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Century Gothic",sans-serif">Jamie Pardee<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Century Gothic",sans-serif">###<o:p></o:p></span></p>
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<p class="MsoNormal"><img width="96" height="96" style="width:1.0in;height:1.0in" id="Picture_x0020_1" src="cid:image002.jpg@01D774E3.CB849160"><span style="font-size:10.0pt;font-family:"Century Gothic",sans-serif;color:#002060"><o:p></o:p></span></p>
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