British Library plans to transform customer service in collaboration with Capgemini

| Press release
Online customers to benefit from fast, efficient, easy-to-use ordering services.

The British Library has selected Capgemini UK plc as its principal technology partner in a plan to transform the range and quality of its services to its thousands of online customers and library users, including students in further and higher education for whom those services are a vital resource. Capgemini will work in collaboration with the British Library to design and implement a new Integrated Request Management and Delivery System (IRMDS) to ensure that services to the public via the Library’s website match or exceed those achieved by the world’s leading commercial online businesses.

The decision to work with Capgemini follows a rigorous selection process involving formal tenders from a number of other leading national and international IT companies.

The British Library is one of the world’s greatest libraries, with over 150 million items and around a million new items added each year. The Capgemini project aims to dramatically improve access to these resources for students, scholars, researchers and the general public by making the searching, ordering and delivery processes simpler, easier, faster and more efficient. The project is key to the British Library’s aims to expand its user base among researchers from the UK higher education sector, the commercial world and individuals from around the world.

Caroline Brazier, Associate Director of the British Library, said: ‘We were impressed by Capgemini’s genuine commitment to client collaboration, and by the quality of their people, proposals and track record. We are looking forward to working closely with them on this key project and to achieving our planned transformation in the service we deliver to our customers.’

Work on the project starts with an initial proof-of-concept phase based on the deployment of the Adobe LiveCycle Enterprise Suite that has also been implemented successfully by Capgemini UK in major government departments and leading finance sector organisations. The project team will be based at the British Library’s Boston Spa centre and at a Capgemini development centre in Woking.

Cheryl Nankoo, Account Director at Capgemini UK plc for the British Library, said: ‘It is a great privilege to be entrusted with a project that is of vital importance to knowledge-seekers in the UK and across the world. Our team is excited and enthused by the challenge of this key assignment.’

About Capgemini
Capgemini, one of the world’s foremost providers of consulting, technology and outsourcing services, enables its clients to transform and perform through technologies. Capgemini provides its clients with insights and capabilities that boost their freedom to achieve superior results through a unique way of working, the Collaborative Business Experience. The Group relies on its global delivery model called Rightshore®, which aims to get the right balance of the best talent from multiple locations, working as one team to create and deliver the optimum solution for clients. Present in more than 30 countries, Capgemini reported 2008 global revenues of EUR 8.7 billion and employs 90,000 people worldwide.
More information is available at

Rightshore® is a trademark belonging to Capgemini.

The British Library is the national library of the United Kingdom and one of the world’s greatest research libraries. It provides world class information services to the academic, business, research and scientific communities and offers unparalleled access to the world’s largest and most comprehensive research collection. The Library’s collection has developed over 250 years and exceeds 150 million separate items representing every age of written civilisation. It includes: books, journals, manuscripts, maps, stamps, music, patents, newspapers and sound recordings in all written and spoken languages

Press contact:

Tom Barton
Capgemini UK plc
Tel.:+44 (0)870 238 2491