bibliotheca Limited

cloudLibrary

A leading eBook and audiobook solution, cloudLibrary is accessible to library users wherever they want to read or listen. Providing a cross-platform user experience, offering intuitive browsing, downloading, reading, and listening and is the only platform that can integrate fully with self-service kiosks inside your library

Features

  • 24/7 remote access via various readers and access platforms.
  • One-time user authentication process and one click checkout
  • Assist and checkout modules with associated features
  • free of charge managed content transfer
  • Synchronisation and bookmarks - syncs content across multiple devices.
  • Comprehensive, exportable, real-time reports
  • Early return option
  • UK based technical and Account Management team
  • Simple browsing, options can be filtered by category and genre
  • Multiple accounts can be accessed via one user App

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
  • Assist and Checkout modules with links to physical library items
  • Library Self-service kiosk integration to promote digital presence
  • Ratings and Reviews increase content discovery
  • Built in Digital Rights Management
  • Utilises existing LMS database
  • Register patrons to library service via App outside physical library

Pricing

£1500 to £2000 per licence per year

  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

4 7 8 3 2 5 0 4 1 6 4 7 8 6 9

Contact

bibliotheca Limited

Ben Sullivan

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 in 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 target that we will contact the customer, supply a call reference number and progress the case for phone calls within 1 hour on business days and for email and portal enquiries within 4 hours and meet the requirements to provide a resolution depending on faulty severity level as detailed.

When a support call is received, the helpdesk will log a call in our Case Management system and allocate a case tracking reference number and a severity classification.

Each case is managed as a series of activities associated with the tasks required to resolve the case. For each activity, automated emails can be sent to two nominated users at the customer site in order to provide clear visibility of progress; examples include confirmation of the call reference, case progress updates, and confirmation of call closure.

Helpdesk staff will perform further diagnostics when required, by telephone or preferably by remote access to the affected system to aim where possible to resolve the case. bibliotheca’s standard remote access tool is TeamViewer, though we can also support technologies preferred by our customers
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 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
On the mobile phone App, the patron needs to download e-Content before reading.
The desktop web browser allows patrons to read e-Content without the need to download the title first.
Service interface
Yes
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
WCAG 2.1 AA or EN 301 549
Accessibility testing
We developed the cloudLibrary app for iOS in consultation with recognised professional bodies to be a highly accessible option for patrons with reading impairments.

Our test and development teams have a track record of delivering a stable web service and follow W3C standards conforming to BS8878 when publishing web code.
IOS accessibility options:

• Voice over
• Screen brightness
• Speak screen
• Zoom
• Font/Text size Adjustment
• Inverted colours and gray scale

A braille keyboard when paired with an Apple device
Speech speed is set as per (https://support.apple.com/en-us/HT202362)
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
EU-US Privacy Shield agreement 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
No
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
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

Pricing

Price
£1500 to £2000 per licence per 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

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