Expanding Access through Enhanced Library Cards
Austin Public Library
Innovation Synopsis
The Austin Public Library (APL) has taken methodical steps to expand library access to underrepresented communities. Examples of such communities include, but are not limited to, the unhoused, displaced, people with undocumented status, and the elderly. APL piloted the launch of Enhanced Library Cards, which provide community members an alternative form of photo identification while also providing all of the traditional library services. The Enhanced Library Card is accepted at partnering city departments, such as the Austin Police Department, Austin Energy and Austin Public Health. Additional community organizations have also agreed to accept the Enhanced Library Card as a stepping stone for individuals who may otherwise be unable to prove their identity for social and community services. Furthermore, APL has strategically worked with the Library Commission and the City Council, to approve a resolution expanding access to non-annexed portions of the city.
Challenge/Opportunity
As the library prepared to launch the Enhanced Library Card rollout, we faced challenges in the form of gaining other city departments' and community organizations’ agreements to accept the card as an alternate form of identification so that community members could receive their respective services. Additional potential concerns included streamlining our library card application process so that the Enhanced Cards would not be stigmatized. Despite not having dedicated funding or additional staff to launch the rollout, APL was able to offer this opportunity for the community. Next steps include onboarding support from the Travis County Sheriff’s office and expanding the eligibility for the Enhanced Library Card to teens, age 15 years and older.
Key Elements of Innovation
In order to ensure a smooth rollout of the Enhanced Library Cards, APL’s Customer Service and IT teams collaborated and coordinated the necessary equipment and staff training needed for the launch. APL also chose to begin the initiative as a pilot and strategically chose 3 neighborhood branch locations whose communities would most greatly benefit from the service. As the pilot was set to begin, all staff at the 3 pilot locations were trained in person and provided support documentation for issuing the cards on site. Pilot branches were also invited to check-in meetings to discuss successes and challenges so that adjustments could be made as needed.
Achieved Outcomes
Within the first year of offering Enhanced Library Cards to the community, APL issued 4,000 Enhanced cards across the system. The success and popularity of the cards also opened the door for conversations with City Council members regarding the then current restrictions of what defined a Full-Purpose Austin residence. The Library was able to share the value of the resources and programming offered for the community and within the first year of launching Enhanced Library Cards, the City Council approved an ordinance that expanded library access to more eligible residential areas across the city. Furthermore, APL has also been asked to share about the initiative with other public library systems across the country, present a webinar with the Texas Library Association and participate in the Diversity Fair poster session at the American Library Association's annual conference.
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