Originality/value - This paper presents a systematic analysis of ILL service of the RBI Library for a six year period (2003-2008). The delivery time was shorter for fee based requests. Delivery time has decreased in the period of the survey, and in 2008, it was less than 6 working days for copy requests and approximately 10 days for loan requests. Most ILL requests were copy requests and the analysis of the gathered data showed a trend of acquiring more documents free of charge. Findings – This survey showed a high percentage of fulfilled ILL requests (94.6%), but there was also a surprisingly high percentage of cancelled ILL requests, because RBI Library owned the requested documents (21.8%). The analyzed data on received ILL requests were gathered via an in-house developed application for ILL called SEND, via which RBI researchers submit their ILL requests to the RBI Library. Design/methodology/approach – Various indices were measured including: the percentage of fulfilled ILL requests, the difference between copy and loan requests, the difference between requests fulfilled free of charge and fee based and also to calculate the document delivery time. Purpose- The purpose of this survey is to evaluate the efficiency and effectiveness of interlibrary loan (ILL) at the RBI Library in Croatia. 74 Keywords: observatory, public policy, evaluation, public libraries, transparency, accountability
Its purpose is to allow that the information and communication technologies favor accountability and transparency, as fundamental elements for the democratization and evaluation of public policies.
This paper gathers research on the information society (Escutia, 2004) and the analysis of the government actions with respect to public libraries (Manzanera, 2004). It is proposed to create an observatory of the public libraries policy, technologically supported by an interactive web page. This research includes the consideration of citizens attitudes and the necessary multidisciplinary participation of experts, guided by a method (Mendez, 2000) in order to evaluate the government actions. The research focuses on the public libraries public policy, and can be used in any library sector or public area. This is a research aimed at the evaluation of public policies, through the use of a methodology based on different qualitative and quantitative tools, including the participation of society and government elements through the cyberspace.
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