In 2013-2014, The Ohio State University Health Sciences Library re-imagined our ILL program with three goals:

• Serve patrons more efficiently.
• Reduce dependency on manual workflows.
• Improve turnaround time.

Although ILLiad was available, it was not used to its full capacity. A significant retirement meant no staff were fully trained in ILL administration. What could have been chaotic and disruptive for the department transformed into an opportunity for change.

• Configuring ILLiad to work with DOCLINE.
• How to advocate for your library with each transaction.
• Building a culture of 'yes' in resistant and separatist libraries.