The impact of cloud software’s agile development on staff roles and delivery of client services: A case study of the University of Auckland Libraries & Learning Services

<p>Research problem: In 2014, the University of Auckland replaced its legacy Voyager library management system installed in 1998 with the Ex Libris Alma system, which has been developed around Software as a Service (SaaS) architecture. The objective of this research was to investigate the impact of cloud software’s agile development on staff roles and client services delivery in a tertiary library environment, using University of Auckland Libraries and Learning Services as a case study.  Methodology: Framed by organisational change management in the context of technological innovation, a detailed exploration of the University of Auckland’s shift to the cloud software was carried out, from an employee perspective. As a means of collecting rich data from a variety of sources and multiple perspectives from within the organisation, an online survey about Alma Fulfillment, the functional area of Ex Libris Alma used to deliver client services, was distributed to frontline staff six months after Alma’s implementation.  Results: The research found that, notwithstanding the perceived strengths of the new cloud software to deliver enhanced client services from the staff-user perspective, there was a strong preference for ongoing dissemination of information and instruction for frontline staff, particularly on the enhancements and new features regularly deployed by the service provider.  Implications: This research enables further understanding of factors affecting engagement for employees in new systems and potential barriers to effective and efficient service during significant cultural, functional, and technical change.</p>