HPL addressed these challenges:

• Covid-19 protocol requirements and impact on operations, programming, and building layout
• Need to create an environment for all customers to coexist, feel welcomed and safe
• Ease staff/customer concerns regarding reopening safely during pandemic
• Complete without additional/new staff or funding sources
• Time constraint of 6 months to reimagine/reopen
• Shift staff mindset to think differently about better serving customers
• Reintroduce/draw community back to downtown library

Key elements include:

• In-house architectural/construction/technological expertise contributed to saving considerable cost and time
• Interdisciplinary project planning teams established across multiple divisions
• Redesigned, flexible indoor/outdoor spaces to support various programs/activities for diverse audiences year-round
• Rebranded/revamped service models with training adapted to meet evolving customer needs, such as International Services and HPL HELPS for newcomers and people experiencing homelessness

Key achievements:

• Reimagined customer engagement/service delivery, policies/procedures/roles with EDI lens
• Redesigned 27,233 sq. ft; In-house expertise saved $500K in costs
• Diverse stakeholder engagement of community and city partners
• Recognition as “destination location” yields invite as site for Houston “Be the Change” Art Walk Mural global initiative
• “Reimagined to Better Serve You” marketing campaign yields FOX 26 media takeover
• Customer surveys state increased satisfaction; 200+ first event attendees