In September 2007, a large libary customer with a service area population of approximately 750,000 launched a highly successful web-based fine payment service utilizing EnvisionWare eCommerce Services. The library's stated goal of the project was to provide customers a more convenient and discrete method to pay for accrued fines using credit cards, via the library's web site. In just three months, the library said, "it is hard to argue with the early success of the service."
Summary of Services
Highlighted below are several milestones that the service reached:
• The service passed the $1000.00 fine collection mark the first week of service.
• The service passed the $20,000.00 fine collection mark 4 weeks after “go live.”
• The service passed the $50,000.00 fine collection mark 11 weeks after “go live.”
• The average amount collected each week was approximately $4,000.00. In the final month of the analysis period, the amount per week rose to approximately $6,250.00 per week. The rise was attributed to increased library promotion of the service as well as the initiatives to encourage borrowers to settle fines with the library.
• Over the period, there were 5,374 successful fine payment transactions via the web, an average of 488 transactions per week. Over the last 4 weeks of the reporting period, the average weekly transactions rose to 611 transactions per week.
• The average payment per transaction was approximately $9.83 since the inception of the service.
• The largest single transaction was $135.90.
Growth of service
Promotion and borrower awareness of the service continued to grow consistently from launch. Promotional efforts included prominent promotion on the front page of the library's website, staff interaction with borrowers, promotion to local news outlets, and promotion via printed handouts.
Additionally, with the initiatives to encourage borrowers to settle fines with the library, the service has seen an increase in revenue collected and number of transactions over the last four (4) weeks of the analsys period as demonstrated by the chart at the right.
Summary and forecasts
Based on this data, it is clear to see the impact the service. The data suggests the need to expand fine payment services to the library's self service circulation stations.
In looking at the data, several forecasts were made:
• The library expects to collect as much as $200,000.00 in 2008 from the service (based on a conservative estimate of $4,000.00 collected per week.) This number is expected to rise as eCommerce Services is integrated into self check out stations.
• Borrowers are expected to value the service as the number of transactions is estimated to be in excess of 25,000 transactions in 2008 (based on a conservative estimate of 500 transactions per week.) This number is also projected to rise with integration into self check out stations.
Given the cost of EnvisionWare eCommerce Services, the library concluded that the software, "will pay for itself many times over."
For more information, please contact an EnvisionWare regional office.
