Statewide Delivery

State Library of Ohio and OhioLINK meet regularly with STAT Courier.  If there is new information to share, an update is emailed to the statelibdelivery listserv. Recent updates are listed below.

These meetings are attended by:

State Library

• • Wendy Knapp, State Librarian
  • Jamie Pardee, Fiscal Services Manager
  • Julia Ward, Executive Secretary to the State Librarian

OhioLINK

• • Amy Pawlowski, Executive Director
  • Nichole Frederick, Systems & Data Viz Librarian
  • Theda Schwing, Associate Director of Discovery and Delivery

STAT Courier President

In addition, representatives from the Ohio Department of Administrative Services and Ohio Department of Higher Education have participated in several meetings.

Delivery service update for September 15, 2021 from State Librarian Wendy Knapp and Executive Director Amy Pawlowski

Thank you for your ongoing diligence in completing customer service forms to report service issues. These reports are vital for tracking issues and monitoring progress.

The Ohio Department of Administrative Services (DAS) issued an Exception Letter to STAT Courier on Wednesday, August 25, 2021, which required that STAT Courier provide DAS with a plan to remedy the four service issues contained in the letter:

1. Delivery of items in backlog since July
2. Regular, scheduled services to all locations
3. Full operations at the regional hub facilities
4. Thorough and comprehensive communication

STAT Courier responded to this letter with a 30-day remediation plan, which DAS, along with State Library of Ohio and OhioLINK, accepted. DAS, OhioLINK, and the State Library will continue to closely monitor STAT Courier’s progress in following the agreed upon remediation plan to resolve service issues. We will update you as new developments occur.

In the last several days, we have begun to receive reports that STAT Courier’s efforts to resolve the above issues have resulted in some improvement; some libraries have now begun to receive materials that have been in transit since July. Additionally, in a site visit to STAT Courier’s Columbus facility yesterday (9/14), DAS, OhioLINK, and the State Library of Ohio were able to confirm significant improvement in processing and delivery of the backlog.

As noted in the last update, we have unfortunately found that some backlog items were damaged while in the canvas bags and prior to being placed into the totes for delivery. If your library receives one of these damaged items, please work with the item’s owning library to use the STAT Courier claim form and file a claim for damaged items. Download the .docx file, complete the form, and send it to STAT.

As always, the State Library and OhioLINK depend on the information we receive from your library through the customer service form. Whether you are reporting damaged material, missed service, or other problems with the courier service, please continue to fill out this form so that we can monitor STAT Courier’s progress in bringing this service up to the level that we all expect.

Delivery service update – September 10, 2021

This week, STAT Courier is continuing to work to fully deliver backlogged items. To help with this, the State Library has purchased an additional 1,000 totes, and STAT’s sorters are also working at the State Library as a temporary sorting location. The sorters have been instructed to remove items from canvas bags, carefully place items going to the same location into totes, and use a zip tie to close the totes. This approach ensures an adequate supply of totes will be available to transport items, though we recognize that this may temporarily reduce the supply of canvas bags going to libraries.

We regret that some backlog items were damaged while in the bags and prior to placing them into the totes. Libraries are encouraged to report damaged items using the customer service form . In addition, please use the STAT Courier claim form  to file a claim for lost or damaged items. Download the .docx file, complete the form, and send it to STAT.

In response to recent issues reported via the customer service form, STAT has instructed their drivers to leave items in canvas bags. The drivers have also been instructed to accept empty totes from libraries.

Next week, State Librarian Wendy Knapp and OhioLINK Executive Director Amy Pawlowski will email a statewide delivery update to library directors and the Ohio library community. The update will include information about the Exception Letter sent to STAT Courier by the Ohio Department of Administrative Services (DAS).

As a reminder, the State Library of Ohio utilized ARPA funds to provide a 30% discount for libraries participating in the statewide delivery service from July 1, 2021 to June 30, 2022. To put that into perspective, libraries scheduled for 5 deliveries a week are provided 78 scheduled stops, or 15.6 weeks at no cost to them. The State Library is being invoiced for actual stops, not scheduled stops. Funds allotted for statewide delivery courier services that are not invoiced are being used by the State Library to purchase delivery supplies such as totes and bags.

Please continue to use the customer service form to help document, measure, and monitor service issues. It is imperative that libraries continue to submit these forms to report delivery issues.

You may also use the delivery customer service form or email delivery@library.ohio.gov to request bags and totes.

Delivery service update – September 1, 2021

The Ohio Department of Administrative Services (DAS) issued an Exception Letter to STAT Courier on Wednesday, August 25, 2021, which requires that STAT Courier provide DAS (the State) with a plan to remedy service issues contained in the letter.  STAT Courier has until Thursday, September 2, 2021, to provide the State with their plan of remediation.   DAS, along with State Library of Ohio and OhioLINK, will convene to discuss STAT Courier’s remediation plan and determine its response.   DAS, OhioLINK, and the State Library will closely monitor STAT Courier’s progress in following the agreed upon remediation plan to resolve service issues throughout the month of September.

To help process materials for patrons, the State Library is currently providing temporary space for STAT in addition to the use of space at SEO that began several weeks ago. Both are part of our emergency response to help libraries.

What can your library do to help?

Submitting customer service forms is vital for documenting and tracking issues with the delivery service.

We use the customer service forms to document, measure, and monitor service issues. It is imperative that libraries continue to submit these forms to report delivery issues.

Refrain from keeping more totes than you are currently using.

Please don’t stockpile totes.  We understand libraries may be concerned about having enough totes, but we need to keep the containers moving in the system to address backlogged items.

Material Handling

We have asked STAT Courier to increase their level of training for materials handling, including sorting and packing items into totes. Specifically, they have been instructed to not overstuff totes. When totes are closed, the lid should be flat so that when another tote is stacked on top, it does not damage material inside. At your library, please make sure that if you are sending totes with all materials inside going to one destination library, you label both ends of the bin and zip tie it shut. If materials are going to different libraries, please make sure that all bags inside are labeled. A Material Handling & Shipping Guidelines for Statewide Delivery information sheet is available to read, download, and print.

Submit daily counts.

Please use this form to submit your Daily Tote Count (for totes sent and received) to the State Library of Ohio / Statewide Delivery team. This count will help ensure that we are providing the lowest possible shipping cost. We made the change to counting totes because it gives a more accurate picture of volume for deliveries and pick-ups. If a tote is half full, it takes up the same amount of space on a truck as a tote that is full. If you do not have enough totes to ship in or receive deliveries that are not in totes, please estimate about how many totes those items would fit into for your daily count. Thank you for your participation. If you have any problems with this form, fill out the delivery customer service form or send an e-mail to delivery@library.ohio.gov explaining the situation.

Use correct shipping labels on all outgoing materials.

Current labels are available at: https://sds-labels.library.ohio.gov/.

Our next meeting with STAT Courier is Thursday, September 2. We will continue to update the community with any new developments.

Delivery service update as of August 24, 2021

Thank you libraries for your partnership in dealing with the many and ongoing challenges of the statewide delivery service. We understand that communicating these challenges to your patrons has been complicated and difficult, especially because of the high bar for service that our communities have come to know and count on.

We are in regular contact with STAT Courier. Although our problems have repeatedly been reported to the courier, we have not seen significant enough improvement as of our latest meeting. This issue is our highest priority.

Our next meeting is Thursday, August 26. We will continue to update the community with any new developments.

What can your library do to help?

    Submit daily counts.

The daily bag count form has been changed to a daily tote count form but the URL remains the same (https://library.ohio.gov/services-for-libraries/statewide-delivery/daily-delivery-bag-count-form/). Please use this form to submit your Daily Tote Count (for totes sent and received) to the State Library of Ohio / Statewide Delivery team. This count will help ensure that we are providing the lowest possible shipping cost. Thank you for your participation. If you have any problems with this form, fill out the delivery customer service form or send an e-mail to delivery@library.ohio.gov explaining the situation.

    Use correct shipping labels on all outgoing materials.

• We continue to see old labels being used and it is adding to the backlog of materials. Current labels are available at: https://sds-labels.library.ohio.gov/.
• Please make sure that the labels for Kinsman Free library have the route information on them.  We are receiving totes/bags for them because the route information is missing from the label. These labels were recently updated.
• Verify the labels for the Kingston Branch of the Chillicothe & Ross County Public Library reflect the route code of COL-03-24.

Please continue to use the customer service form to let us know about missed stops and other issues.

Our next meeting is Thursday, August 26. We will continue to update the community with any new developments.

STAT Courier delivery service update as of August 19, 2021

Update meetings with STAT are slowly yielding positive results for some libraries, but the progress is not where we would like it to be at this point in the contract. We have the full support of state government, including the highest levels at the Ohio Department of Administrative Services, in resolving issues and getting the service where it needs to be.  We share your frustration, but we must follow required procedures. It is in the best interest of all for statewide delivery to succeed. That is why we continue our due diligence to monitor stops made and missed and the volume of items delivered and back logged. Complaints and concerns reported via the customer service forms and emails are triaged and solutions sought for all. We are scrutinizing all data available to us and monitoring progress towards solving issues. We regret that more than once we communicated dates for resolutions that were not met. Again, we are doing everything possible to get statewide delivery service functioning as expected.

STAT Courier delivery service update as of 8/19:

Routes updates:

• STAT continues to restructure routes.
• STAT has been actively recruiting drivers and bringing in temporary drivers from other states. There have been several instances where STAT drivers are hired that for a variety of reasons do not work out, and then they are back to recruiting again. This issue is not unique to STAT at this time.
• The remaining back log in Cleveland will be in transit by Monday.
• Processing the back log requires STAT’s staff to look up each label from the previous courier, find the new route and location number, apply a STAT label, and place in a tote for transit.

Supply update:

• STAT received 2,000 totes last Friday and is beginning to distribute them to libraries. They are expecting and additional 680 totes.
• The State Library received 1000 we purchased on Thursday, August 19. STAT will also distribute these totes to libraries.
• If your library receives a delivery with cardboard boxes, you may reuse these boxes to package your outgoing deliveries. Please use any totes that you have first and only use the boxes for any remaining outgoing items.

Please continue to use the customer service form to let us know about missed stops and other issues – we are using the information you provide to help STAT Courier bring the delivery service up to the level that we all expect.

The next meeting with STAT Courier will be on Monday, August 23.

August 13, 2021

The State Library of Ohio and OhioLINK continue to meet with STAT twice a week for status updates on routes, drivers, hubs, supplies, and backlogs. We review data on deliveries and pickups made and missed, and address complaints and concerns reported via the customer service forms, emails, and phone calls we receive. In the first month of the contract, we asked for your patience during the transition and expected that in the second month the system would be on track. As noted in our last few updates, we have increased pressure, while at the same time providing greater logistics support, and worked with higher level state government officials to address issues with the service.

The remediation steps taken since last week’s update are still unsatisfactory.  While we have identified strategies to address several of the underlying issues, we are still not where we need to be. This week, there have been some significantly larger deliveries to some libraries, but STAT needs to get more out of their hubs and to your libraries.  We are working through a process with Ohio Department of Administrative Services (DAS) and OhioLINK for dealing with an unsatisfactory contract performance. This includes working with DAS attorneys to ensure we are following every single step in the process perfectly. While we regret to ask for more patience, it will take more time to solve these issues.

STAT is responsible for every individual working on behalf of STAT under this contract; this includes helpers that are with the drivers. STAT has been reminded of this responsibility, as well as the preference that young children are not assisting with the work. If you observe young children assisting drivers on the routes, please report this and we will communicate it to STAT.

Continue to use the customer service form to document any issues or concerns. Improvements to this form are coming soon.

STAT Courier delivery service update as of 8/12:

Route and hub updates:

• Akron routes 20 and 21 has been split into three different routes and should be running as of 8/12.
• Cambridge Route 6 is being evaluated and will be split.
• STAT continues to restructure routes to increase efficiency.
• The backlog in the Cleveland hub is expected to be cleared by the end of this week. This will allow space for the items in Columbus ready to be shipped to Cleveland.
• 50 pallets of backlog have gone out of the Columbus hub this week.

Supply update:

• STAT ordered 700 totes that are being sent to the Columbus hub for distribution. They were supposed to arrive 8/12, but the distributor has a driver shortage, so the estimated delivery date is now 8/17. More totes are on back order and will be shipped in September.
• If your library receives a delivery with cardboard boxes, you may reuse these boxes to package your outgoing deliveries. Please use any totes that you have first and only use the boxes for any remaining outgoing items.

Please continue to let us know about missed stops and other issues – we are using the information you provide to help STAT Courier bring the delivery service up to the level that we all expect.

The next meeting with STAT Courier will be on Monday, August 16.

August 10, 2021

STAT proposed a plan for addressing the backlog in the Columbus hub, and the number of outgoing totes from the Columbus hub is scheduled to account for at least half of all outgoing materials for the next two weeks.  This is being tracked by the State Library of Ohio, OhioLINK and DAS. In order to move items as quickly as possible, STAT may temporarily deliver items without using the totes. For example, you may see items delivered in carboard boxes.

Route and hub updates:

• STAT continues adjustments to routes to increase efficiency.
• The SEO Service Center is now receiving and turning around materials for some southeast Ohio locations.

Supply update:

• STAT ordered 700 totes that are being sent to the Columbus hub for distribution. They are due to arrive from the vendor on Thursday.
• If your library receives a delivery with cardboard boxes, you may use these boxes to package your outgoing deliveries. Please use any totes that you have first and use the boxes for any remaining outgoing items.
• If you are low on any supplies, please complete the customer service form, or email the delivery listserv or delivery@library.ohio.gov.

Please keep letting us know about missed stops and other issues – we are using the information you provide to help STAT Courier bring the delivery service up to the level that we all expect.

As always, report delivery issues here: https://library.ohio.gov/services-for-libraries/statewide-delivery/statewide-delivery-customer-service/.

The next meeting with STAT Courier will be on Thursday, August 12.

Read archive of prior updates

 State Library of Ohio’s delivery system is part of a statewide lending network  connecting Ohio’s public and academic libraries. The contract for the courier is managed by the Ohio Department of Administrative Services (DAS) and is required to periodically go through a competitive bid process. 

 As a result of the most recent competitive bid process, our courier changed to STAT Courier on July 1, 2021. We expected there to be an increase with the new contract and negotiated a reasonable rate, an increase of 7% over last year’s rate. The cost per stop is $34.13 for delivery services from July 1, 2021 through June 30, 2023.   

Because the delivery system is vital for consortia sharing library materials, the State Library of Ohio is using a portion of the funds allotted by the Institute of Museum and Library Services (IMLS) through the American Rescue Plan Act (ARPA). ARPA funding is being used to offset 30% of the cost of this vital service for libraries participating in Statewide Delivery from July 1, 2021 through June 30, 2022. To help libraries plan, invoices will reflect this support by having both the full cost and the reduced amount.  

Please use the Statewide Delivery Customer Service form to let us know if your library has an issue with delivery services.

Delivery Resources for Participants

DAILY TOTE COUNT FORM

Use this form to submit your Daily Tote Count (totes sent and received) to the State Library / Statewide Delivery team.

Delivery customer service form

Please click on the Delivery Customer Service Form link above to report Statewide Delivery issues, including errors in the manifest list

The Statewide Delivery Report is updated as new locations are added, deleted or changed.

Shipping Labels

Label Usage Guidelines

• For proper print formatting, set your browser margin settings to 0.25 inches. Additionally, the zoom level on your browser must be set to 0 (you can usually hit Ctrl+0 to reset the zoom).
• Shipping labels must be affixed to the side of all shipping containers. Shipping labels affixed to the top of a shipping container can be hidden when other containers are placed in a stack.
• Old shipping labels – You must remove all old labels attached to any shipping container. This will prevent the materials from being shipped to an erroneous location.
• Hub – It is very important that the hub is on the label. It belongs in the right upper corner.
• Do not fold the shipping labels. The entire label must be clearly visible at all times.

Manifest List

Other Resources

• A Material Handling & Shipping Guidelines for Statewide Delivery information sheet is available to read, download, and print.
• Use the STAT Courier Claim Form to file a claim for lost or damaged items.
• OhioLINK labELS

The OhioLINK consortium provides delivery services via the same shipping company supporting Statewide Delivery.  For those libraries who may need to ship an item to an OhioLINK library, click on the OHIOLINK LABELS button.

post a message to email listserv

To post a message to all the list members, send email to statelibdelivery@lists.library.ohio.gov.

Signup for email listserv

statelibdelivery is a required email listserv for Statewide Delivery Service participants.

Typical use includes but is not limited to the following:

• Requesting shipping supplies and materials (i.e., bags, shipping containers, etc.)
• Announcing update information for manifest list⁄labels
• Receiving communiqués from the State Library of Ohio regarding delivery.

Request Delivery Supplies

• Requesting shipping supplies and materials (i.e., bags, shipping containers, etc.) is done by posting a message to the statelibdelivery email listserv.
• For current participating members already subscribed to the list please submit your request to the list as instructed below.
• If your library has joined the Statewide Delivery system please have the individual(s) responsible for day-to-day delivery at your library subscribe to the statelibdelivery list. Once someone has subscribed to the statelibdelivery list, submit the request for supplies to the list.

Holiday Schedule

There will be no STAT Courier Service  on the the following holidays:

• New Year’s Day
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving
• Christmas

Closings

Libraries planning to close on a given day other than a holiday listed above, such as Staff Development Day, must report these closings to the statewide delivery system within ten days of the closing. Use the Delivery Customer Service form to submit this information.

SEO

Contracts and Purchase Orders

Contracts and purchase orders for Statewide Delivery Services are with the State Library of Ohio. Purchase order information is below: State Library of Ohio State of Ohio FTI# 31–1334820 274 East First Avenue, Suite 100 Columbus, Ohio 43201 Phone: (614) 644–6879 Fax: (614) 387–0601

Please submit the form information located below at least 7-10 business days prior to expected start of service. Once you have notified us that you would like to begin delivery, we will send you a contract including the pro-rated amount (see current pricing). You will receive a contract from the State Library of Ohio. Do not mail us checks until your we have invoiced your institution. We will invoice you after we have received signed contracts from you and The Statewide Delivery Vendor.

Please submit the form information at least 7-10 business days prior to expected start of service. Once you have notified us that you would like to begin delivery, the State Library will send you a contract including the pro-rated amount (see current pricing). Please return the signed contract to the State Library. The State Library will invoice you after they have received signed contracts from you and the Statewide Delivery Vendor. Do not mail checks to the State Library until your institution has been invoiced by the State Library.

Please submit the form information located below at least 7–10 business days prior to expected start of service. Once you have notified us that you would like to begin delivery, the State Library will send you a contract including the pro-rated amount (see current pricing). You will receive a contract from the State Library of Ohio. Do not mail checks to the State Library until your institution has been invoiced by the State Library. The State Library will invoice you after they have received signed contracts from you and the Statewide Delivery Vendor.