Request Management System Three Years On

Abstract

This article presents an update on NSLHD Libraries' journey with implementing the Reftracker customer management system amidst the challenges of the Covid-19 pandemic. Originally adopted just before the pandemic, Reftracker was integrated to streamline client requests and workflow, encompassing various forms such as literature searches, article and book requests, reference inquiries, and training consultations. Three years on, Reftracker has become an indispensable tool within NSLHD Libraries, deeply ingrained in both client interactions and internal operations. This article explores how Reftracker has facilitated evidence-based decision-making and enhanced teamwork within the library, reflecting on its evolution and impact post-Covid.