When libraries closed to the public due to the COVID-19 pandemic and customers were no longer able to apply in-person for a library card, LA County Library needed to quickly pivot and develop a way for new customers to access thousands of digital resources. It became clear that access to these resources — from e-books to databases to classes — would be needed more than ever, particularly for the county’s most vulnerable populations, who rely on libraries to connect to educational resources and economic recovery services.

Staff worked quickly to build a temporary but effective solution for large-scale distribution of digital cards using a form. Then, with a new catalog launching, digital cards were connected directly with the database via custom script, automating card distribution. Physical item pickup was added to the card profile, to allow for use of Sidewalk Service. The library also partnered with United Way to reach the county’s most vulnerable — individuals experiencing homelessness — by issuing cards alongside informational packets.

Between the initial form and new catalog, over 35,000 digital cards have been issued thus far — 7,000 of which were distributed to people experiencing homelessness along with an information and activity kit, a pivotal partnership with United Way that synthesized multiple services into a swift response during the pandemic. Since issuing digital cards, there has been a 300% increase in use of virtual services. Staff remain responsive to customer needs, using feedback to improve the digital card interface and experience.