[SEO-Members] STAT Courier Update

[marshams at library.ohio.gov]

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.

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 ⅔ 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.

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.

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.

Some of the additional services that will be available as part of this contract include:
-Dedicated routes that only deliver to libraries
-Responsive service (e.g. additional routes)
-Driver’s assigned appropriate transportation (e.g. no hatchbacks overflowing with library materials)
-Driver check-in at every location to verify stops made
-Utilization of totes to protect materials in transit
-Additional hubs contracted

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.

Positive steps that your library can take today:
- 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.
- Prepare appropriately professional and empathetic talking points for staff who are dealing with impatient, unhappy patrons.
- Please use the Courier Support Form to let us know if your library has not yet been visited by STAT Courier.
- 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.

Thank you all for your continued patience, and we will provide additional updates to you as we have them.

Jamie Pardee
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