Building SAPL’s Information Technology Roadmap
San Antonio Public Library, Texas
Innovation Synopsis
To uphold its presence as a vital community asset, the San Antonio Public Library created a comprehensive, forward-looking strategic vision that reimagines the customer experience. By adopting industry-best practices and investing in a diverse platform of customer-centered technology, SAPL is redefining community-based services and outcomes.
Challenge/Opportunity
San Antonio is home to a diverse populace that represents disparate needs and expectations in regard to public library services. Utilizing traditional inputs, data-collection techniques and customer-centered design tactics like proto-personas and journey maps, SAPL identified specifics regarding the individual customer experience as well as the needs of the community as a whole. This was critical in achieving a plan unique to the community and specifically developed to maintain SAPL’s relevance and hyper-local focus.
Key Elements of Innovation
The IT Roadmap process included:
- Survey of customers and staff
- Interviews of library, city and tech Leaders
- Proto-personas development and journey map creation
- Focus groups
- IT assessments
After analyzing the resulting data, the library identified trends and digital moments that captured the human element related to interacting with the library — primarily its staff and resources. This insight directed the development of a comprehensive technology vision, a future state assessment and the IT Roadmap.
Achieved Outcomes
Anticipated outcomes:
- Enhanced/personalized experience for customers
- Increased public awareness of services/contributions
- Improved customer service
In year three of this strategic vision, SAPL replaced critical infrastructure such as its Integrated Library System to support long-range sustainability and enhance customer-focused initiatives. The Roadmap, focused on enhancements to reduce barriers to access, has been instrumental in SAPL adapting to COVID-19 challenges and limitations.