When a user asks how long it takes to get a book or article via ILL, or we mention it during an instruction session, we usually say, "plan on two weeks."
Well Melanie just gave me the report for the last academic year and she has shaved a considerable amount of time off those two weeks. On average, for articles, it takes less than 10 days from the user placing the request to them being notified that the item is available for them to view or print, and less than seven days for books. Overall, on average it takes nine days. That includes weekends and holidays.
Even better, she managed to do this while ILL borrowing increased from 1731 in 2007-08 to 3150 in 2008-09. Even better, she has a couple of things in the works (ILL Direct for books and RapidILL for articles) that should shave even more time off those numbers.
Congratulations Melanie, you get a pickle!