One of the Nation’s Largest Circulating Libraries Replaces Lackluster Service Catalog with Kinetic Data Service Request Management Software

Submission and fulfillment times decrease dramatically; accuracy and employee satisfaction zoom to new heights

ST. PAUL, Minn. (May 5, 2015) — Kinetic Data, the enterprise request management (ERM) and business process workflow company, today announced that New York’s Queens Library replaced its service catalog with Kinetic Request and Kinetic Task from Kinetic Data.

Queens Library is one of the largest circulating libraries in the nation, with nearly 1,000 employees serving 2.3 million customers each year from 62 locations. Such an extensive system of libraries strained its service catalog, and fixing it required extensive and costly customization.

"User discontent was pretty strong," said Devi Seerattan, service request systems manager for Queens Library. "The system was simply crumbling under the strain of trying to support them. We faced a serious cost for customization and, even then, would have been settling for a cumbersome process. After looking at Kinetic Data, the decision to make the move was easy."

Measurable Results
The results of implementing Kinetic Data’s enterprise request management (ERM) approach to service requests are impressive: 1) Submission times dropped to less than one minute from several hours; 2) Accuracy increased to 95 percent from 75 percent; 3) Delivery to the correct support group went from 80 percent to 99 percent; 4) Fulfillment time decreased from four-to-five days to less than one day; and 5) Employee satisfaction grew to 95 percent from 80 percent.

Results Drive Expanded Deployment
Word of the results from the initial implementation spread quickly through the library, and other departments signed up to get on board with the new system. "Originally it was our IT department that used Kinetic Data," said Seerattan. "Now it’s implemented in many other departments, including facilities management, logistics, security and maintenance."

"Kinetic Data’s ERM software enables Queens Library to automate and streamline service management processes across its entire system with ease," said Kelly Heikkila, Kinetic Data's director of products. "They are another example of how ERM transforms the customer experience by improving efficiency and responsiveness while also reducing costs."

More on Kinetic Data ERM Products
Kinetic Request is a service request management application that enables organizations to build intuitive web-based portals where employees can report issues, submit requests for any type of shared service, and check on the status of pending items at any time, from any device. Business process owners across the enterprise — in IT, HR, facilities, finance, or other departments — can quickly and easily create their own "service items" to display on the portal.

Coupled with Kinetic Task, Kinetic Request enables organizations to implement an ERM strategy. Taking an incremental approach to ERM using Kinetic Data tools, companies can begin to see benefits in 30-60 days. For other types of process workflow automation, benefits can be realized almost immediately.

Kinetic Task lets companies bypass long and complex projects to replace decentralized business process automation and inadequate service delivery projects. An advanced automation engine with an open architecture, it enables full integration of workflow processes between virtually any enterprise data sources without making major infrastructure changes.

Platform-agnostic, Kinetic Task communicates using common protocols with virtually any enterprise application, such as ERP, human resources, ERM, and ITSM platforms. It provides a non-proprietary approach for centralized business process automation and service delivery management.

About Queens Library
The Queens Library serves 2.3 million people from 62 locations plus seven Adult Learning Centers and two Family Literacy Centers. It circulates among the highest numbers of books and other library materials in the country. In fiscal year 2014, 15.8 million items were circulated, and staff answered 4.4 million reference inquiries. Queens Library is an autonomous library system, guided by a 19-member Board of Trustees. Public funding enables Queens Library to be a good library; private donations to the Queens Library Foundation from our dedicated and generous community of funders make Queens Library exceptional.

About Kinetic Data(
Kinetic Data has helped hundreds of Fortune 500 and government customers—including General Mills, Avon, Intel, 3M and the U.S. Department of Transportation — implement integrated workflow systems, including enterprise request management (ERM) systems with centralized portals. Kinetic Data has been recognized with numerous awards for its superior products and support. The company serves customers from its headquarters in St. Paul, Minn., offices in Sydney, Australia, and through a network of reseller partners. For more information, visit