SPECIAL MESSAGE – UPDATE OCTOBER 20, 2004

Lately we have received a significant number of reports from depository libraries concerning non-receipt of Weekly Checklist orders. This causes us great concern, not least because we had recently announced on this listserv that problems associated with the introduction of our new technology were largely solved and that operations were getting back to normal.

While the number of libraries that have recently reported problems with Checklist orders is significant, they do not constitute a large percentage of depository libraries. Please note that since July 17, 2004 over 24,000 DSP orders have been shipped from the warehouse and have in fact been received. We believe that we have now identified the major problem associated with fulfillment failures and we are taking steps to remedy the situation as a top priority. Ultimately, the solution to the problem may require some application modifications and re-programming, but in the meantime we will implement “work-arounds” to deal with the delays and non-delivery issues on all orders prior to October 1, 2004.

We could report in detail on the root cause of these problems but that would require an extensive explanation of the functioning of our new systems that likely would be of little use to our clients. Suffice it to say that the problems are apparently linked to the transition of stock to the new warehouse and to the way in which our systems handle back-orders. Steps have been taken to resolve these issues that may require some adjustment to current policies and procedures in the not too distant future. In the interim, we ask libraries to diligently compare items shipped as per packing slip versus items received in shipments and report the list of missing or wrong items from each Checklist order. These reports can be forwarded on a weekly basis to the publications mailbox at: publications@pwgsc.gc.ca under the heading of ‘DSP: Report of shipped items’ on the subject line. Please include the Weekly Checklist number, the packing slip number as well as your depository number.

Example: To: publications@pwgsc.gc.ca
From: Depository number XXX
Subject: DSP REPORT OF SHIPPED ITEMS
(First line of text: Packing Slip number XXX and Weekly Checklist number)

This verification process is an interim measure. Please do not claim these items as we will forward them to you as and when they become available. Since we will be working outside the system business rules by implementing these work-arounds, we do ask for your assistance and cooperation to streamline the process and ensure data integrity. As soon as we have determined an effective strategy to eliminate this problem, we will inform all depository libraries of the outcome in some detail.

We recognize the inconvenience and frustration that the current situation has caused depository libraries. We are also acutely aware that having announced a return to a certain level of normality in our operations, we have failed to deliver this so far as some of our clients are concerned. We know and greatly regret the fact that this has had a negative effect on the goodwill and credibility that the DSP has established with the library community over the years. Librarians, in general, are quite familiar with the introduction of new technology and its attendant problems and we are both grateful and appreciative of the tolerance and understanding demonstrated in the present situation.
To say that this current situation has been much more problematic than anticipated would be to state the obvious. Nevertheless, we bear the responsibility for it and we will continue to make every possible effort to return our operations to quality service levels.

Please keep in mind that you will eventually receive copies of most of the publications you have ordered and we will be posting messages on a regular basis to keep you apprised of the situation.

Publishing and Depository Services / Les Éditions et Services de dépôt
Government Information Services Branch / Direction générale des services d'information du gouvernement
Public Works and Government Services Canada / Travaux publics et Services gouvernementaux Canada
Ottawa, Ontario
K1A 0S5
Telephone / Téléphone : 1-800-635-7943
Facsimile / Télécopieur : 1-800-565-7757