When the sudden COVID-19 outbreak left Oklahomans without physical access to public libraries, Pioneer Library System’s Customer Service Critical Mission Team stepped forward, rooting innovation within its newly-established customer service philosophy of “creating positive experiences for you.” The CMT worked to meet customer expectations of safe summer programs and physical materials, access to digital materials or library cards while facilities were closed and assistance in preparing for virtual schooling.

Guided by its philosophy, this collaborative team relied on front line staff to rapidly identify and respond to customer needs. Since March, the CMT served as a hub for gathering customer feedback, working across departments to create solutions and disseminating new service delivery practices across all 12 libraries. A digital content team emerged to convert in-person programming to an online format and ensure libraries with similar program topics team up and share resources to maximize effectiveness.

Since March, an entirely online library card sign-up system provided 2,305 new customers access to expanded digital resources. Library staff partnered with schools to learn virtual education platforms to assist families, and PLS’ website now features online learning resources by grade for easy navigation. Online community programs reached 60,000 views within five months. PLS staff presented a replicable model for curbside delivery to libraries nationwide in presentations for Envisionware and Orange Boy.