Mobilizing Staff for a Hybrid Work Model
Vaughan Public Libraries
Innovation Synopsis
VPL replaced desktop computers with laptops for all full-time public service staff and most support staff during the pandemic. These laptops are equipped with software applications for staff to access corporate resources, perform job duties, serve customers, and attend group meetings when working from home and from the library.
Challenge/Opportunity
As a result of COVID-19 shutdowns, staff were working from home with a very limited number of laptops available with remote access to corporate resources and software. Additionally, there was the challenge of answering customer phone calls and reaching out to customers during the closure.
Key Elements of Innovation
- New laptops purchased and deployed, and staff desktops re-deployed to replace retiring computers; the cost spent was within budget
- Laptops are configured with remote access VPN for staff to access corporate resources when working remotely
- Soft phone software installed at the laptops for a selected group of staff to answer customer phone calls
- LiveChat implemented on the VPL website as an online information service tool
- Cloud-based Microsoft Office 365, Teams and cloud file storage available for all staff
Achieved Outcomes
The deployment of new hardware and adoption of new software applications empowered library staff to work in a hybrid model while staying connected with their colleagues and customers. The shift also created a culture where staff can work from anywhere, including for outreach activities. Virtual information services provided to customers through these new technologies has been a massive success with over 5000 online chats responded.