bibliotheca Limited

cloudLibrary Content, cloudLibrary Assist and cloudLibrary Checkout

CONTENT: Accessible eBook and audiobook solution with cross-platform experience, intuitive browsing, downloading, reading/listening. Uniquely integrates with self-service library kiosks.

ASSIST: connects patrons to their physical library account by smartphone including digital receipts for their physical items

CHECKOUT: allows patrons to borrow a physical library item using their smartphone.

Features

• ALL: One-time authentication, multiple accounts, virtual library card
• CONTENT: 24/7 access via various readers and access platforms.
• CONTENT - free of charge managed content transfer
• CONTENT - synchronisation and bookmarks across multiple devices.
• CONTENT - comprehensive, exportable, real-time reports
• CONTENT - simple browsing, category/genre filters, early return opt
• ASSIST: digital receipts, loan history, customisable, returns packing list
• CHECKOUT: borrowing physical items with smartphone
• ALL: library twitter integration, direct patron messaging, push notifications
• ALL : UK based technical and Account Management team

Benefits

• Rich UK publisher content catalogue - UK focussed e-content
• Collection development expertise ensuring uptodate e-content advice
• cloudLibrary allows library staff to easily customise and highlight content
• Multi-platform App with integrated eBooks/eAudio in same interfac
• Built in Digital Rights Management
• Full library Self-service kiosk integration to promote digital solution
• Utilises existing LMS database
• Register patrons to library service via App outside physical library
• Assist and Checkout modules provide links to physical library items
• CHECKOUT: mobile device item self-service at libraries for patrons

£0.00 to £0.00 a licence a year

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tenders-uk@bibliotheca.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

326801218864428

Contact

Chris Millican
0161 498 1140
tenders-uk@bibliotheca.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Bibliotheca kiosk software allows patrons to borrow, return or reserve digital content during physical library item transactions. App Assist module includes digital receipts for physical loans, packing lists, account management and virtual library card . App Checkout module also allows check out of physical items using the cloudLibrary app.
• Cloud deployment model: Public cloud
• Service constraints: Cloudlibrary App is not compatible with Windows phones.; Internet Explorer browser access needs to be version 10
• System requirements:
  • LMS connection for patron authentication
  • Alternative authentication mechanisms exist for when loss of LMS connection

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Email tickets are responded to within 4 hours Monday to Friday
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), 7 days a week
• Web chat support: No
• Onsite support: No
• Support levels: Bibliotheca provides free of charge cloudLibrary solution support to our Library customers via a UK based Helpdesk. ; ; Cases reported by telephone are progressed with 1 hour (4 hours for cases reported by email or online portal) . The Helpdesk handles technical issues using a support logging process to ensure requests are tracked in line with SLAs. Our 1st line perform initial telephone diagnostics and if more specialist expertise is required, the case is passed onto cloudLibrary experts. Most enquiries are resolved same day, the resolution period is dependent on the nature of the issue. ; ; cloudLibrary does not require any dependencies on 3rd parties for service delivery, including software provision or system support. All customers receive upgrades automatically
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Bibliotheca has a well-defined launch process which has been deployed successfully worldwide and can be completed, including content transfer, within four weeks.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: The Library Service would obtain the permissions and consent from the owners of the Digital Content authorising Bibliotheca to transfer the Digital Content subject to the requirements of the licensors of such Digital Content.
• End-of-contract process: In the event of cessation of the service, bibliotheca would cooperate with the Library Service to transfer any and all Digital Content to another service provider to permit the customer to continue to provide access for its users to the Digital Content. Any additional costs would be determined by the new supplier.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: On the mobile phone App, the patron needs to have download e-Content before reading. Following the first login, the patron is always taken to the welcome screen and no further logins required.; The desktop web browser allows patrons to read e-Content without the need to download the title. A patron login is required each time to access the platform
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: CloudLibrary has a mobile app interface and a web browser interface. For both interfaces, the user can browse digital content for reading or listening, check out content to their account, return and renew content and see content history.
• Accessibility standards: None or don’t know
• Description of accessibility: The app uses advanced built in usability features of the compatible devices that include font types (6 options available including Open Dyslexic and Large Font for the visually impaired), font sizes and screen contrasts ; ; iOS operating system accessibility features include Voice Over, Speak Screen (reads books to patrons), a paired braille keyboard and Dark Mode on iOS 13. (iOS only) ; ; The Bibliotheca Cirrus reader allows patrons to fully customise their reading preferences such as line height, spacing between words and letters, dark and sepia modes and margin size.; ; For e-Audiobooks, there is an adjustable reading speed option
• Accessibility testing: Bibliotheca use evaluation tools (e.g. Jaws, Wave) to test and verify accessibility based on WCAG guidelines and WebAIM development methods to conform with web accessibility guidelines.
• API: Yes
• What users can and can't do using the API: The technical install team test the firewall IP addresses, ports open and any API integration that is required. ; ; API (Application Programming Interface) will allow the Authorities to integrate cloudLibrary onto their online Public Access Catalogue. Patrons are not directed away from the catalogue to be able to borrow and hold content.; ; Details of the records across the catalogue and cloudLibrary platforms are updated simultaneously to ensure all stock information is correct. Titles will automatically appear in the patron account for reading on their device.; ; The Authorities will be able to embed Featured Shelves into their website to further promote their e-Lending service by choosing topical shelves that will appeal to their patrons.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Buyers can ; - Add scheduled messages displayed across the cloudLibrary platform. - Library Twitter feed can be synced with cloudLibrary; - Add library logo to App and web browser homepages; ; Patrons can ; - Pick and choose the categories they wish to see and avoid those categories they don’t. ; - Star their favourite genres; ; With cloudLibrary Assist patrons can customise their cloudLibrary app using avatars and themes

Scaling

• Independence of resources: We employ a 24/7 operations staff to ensure the health of our service and to proactively ensure the availability of our service to all of our customers.

Analytics

• Service usage metrics: Yes
• Metrics types: Depending on user administration rights, staff can access reporting tools 24/7 using CAT ; The wide range of reports allow in depth evaluation collection performance, patron utilisation and purchasing and budget information. ; Collection data: ; • Circulation Comparison; • Purchase History; • Content Expiration; • Library Current Stock; ; Utilisation Statistics; • Holds Ratio; • Patron Utilisation; • Suggestions List; • Top Circulating; • Top Purchased; ; Consortia Reporting; • Consortia Patron Activity; • Consortia Content Activity; • Consortia Group Patron Activity; • Consortia Group Content Activity; ; Sales Reporting; • Library Sales Summary; ; Generated Report Files; • Library Reports; • MARC Request; • collectionHQ
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: Other locations
• User control over data storage and processing locations: No
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: .
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Reports can be downloaded to excel or .csv formats
• Data export formats:
  • CSV
  • Other
• Other data export formats: Excel
• Data import formats: Other
• Other data import formats: None as no data upload

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: Level of Availability = 99.5%
• Approach to resilience: Redundant components, regular backups and active system monitoring
• Outage reporting: We release upgrades/updates to our backend systems periodically that require a service outage. Our dedicated software development team follow an agile software development methodology. ; ; bibliotheca send emails in advance (within a minimum of 24 working hours) to cloudLibrary customers regarding scheduled and unscheduled upgrades and maintenance.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Once the library staff have accessed the Content Acquisition Tool (CAT) Home Screen they can navigate through the functionality offered.; ; bibliotheca have implemented six levels of administrative access ; • Library Management ; • Buyer ; • Shelf Management ; • Patron Communicator ; • Download Station User ; • Shopper
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: No audit information available
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Industry best practice
• Information security policies and processes: Internal based policies

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Bibliotheca has a change control review process as well as a commercial Software Configuration Management and Operations ticketing workflow system to govern all changes to our service
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Bibliotheca actively scans its service assets for vulnerabilities on a regular basis. Depending on the rated severity of a potential vulnerability bibliotheca responds accordingly and follows its change control process to eliminate or quarantine the vulnerability.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Bibliotheca actively scans its service assets for compromises on a regular basis. bibliotheca responds accordingly and follows its change control process to eliminate or quarantine the potential compromise.
• Incident management type: Supplier-defined controls
• Incident management approach: In the event of an operational security incident that impacts our customers/users accounts or information, bibliotheca will notify the impacted users and provide them a report of the impact and any additional steps to follow.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  Bibliotheca’s environmental responsibility goes beyond legal and regulatory requirements, our Environment & Sustainability Policy forms part of our ISO 9001:2015 Business Management System. Bibliotheca is committed to reducing its environmental impact and, where achievable, to minimise energy consumption and carbon emissions
• Covid-19 recovery:

  Covid-19 recovery

  Since April 2020, Bibliotheca has supported its customers to achieve outcomes such as protecting vulnerable patrons and improved digital access, including global webinars e.g. how to improve digital offerings and reopen libraries safely. ; Additionally, for Bibliotheca cloudLibrary customers, it ; • Curated discounted content shelves with Covid-19 relevant titles, supporting patron’s wellbeing. ; • Provided cloudLibrary collection development and training webinars to help librarians manage the demand surge for digital content.; ; Bibliotheca adheres to social distancing guidelines and covid-19 restrictions as required
• Tackling economic inequality:

  Tackling economic inequality

  Bibliotheca is an ethical supplier, paying all staff in excess of this rate and it does not utilise zero hour’s contracts. Our code of conduct addresses Anti-bribery, Modern Slavery and Human Trafficking.
• Equal opportunity:

  Equal opportunity

  Bibliotheca is committed to its Equal Opportunities Policy and we oppose any discrimination, whether based on race or ethnic or national origins, sex, religion, marital status, disability, age or sexual orientation. Our policy is designed to ensure all employees are aware of the company’s commitment to equal opportunities and the requirements placed upon them to ensure compliance.
• Wellbeing:

  Wellbeing

  The Bibliotheca cloudLibrary solution can contribute to wellbeing ; • Supporting children’s reading with support of the Reading Agency’s Summer Reading Challenge – annually curating a shelf of relevant content. In 2021, in conjunction with The Reading Agency and a Harper Collins UK promotion, Bibliotheca was able to upload multiple free unlimited access copies of the Summer Reading Challenge titles to its customers. ; • We can help curate bookshelves of titles that promote wellbeing. In 2021, we supported The Reading Agency program funded by the Department for Digital, Culture, Media and Sport to help combat loneliness and improve mental health during the lockdown in the UK. Bibliotheca managed and simplified the process for our customers by purchasing the relevant digital titles on behalf of participating libraries, creating featured shelves to allow this specific content to be promoted

Pricing

• Price: £0.00 to £0.00 a licence a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: We can provide a link to a buyer to demonstrate both the user experience and how simple our stock management solution, CAT, is to use; ; The demo account would have shopper permissions but does not have the ability to buy titles.

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tenders-uk@bibliotheca.com. Tell them what format you need. It will help if you say what assistive technology you use.