Leveraging technology available in other industries, EPL developed an approach to remove the barrier of identity and residency verification. Now when customers sign up online their information is confirmed using third-party identity verification services. This allows EPL to confirm a potential customer’s identity and residency without requiring them to visit a library location. They receive a digital library card and use of all library resources without ever stepping foot in a library branch.

Using identity verification technology, EPL is able to authenticate the potential customer’s identity and confirm that they are an Edmonton resident. During the experience, potential customers answer a set of multiple choice questions related to their personal financial history. This provides EPL confidence that customers are vetted, that fraudulent use is mitigated and the customer experience is seamless. Customers receive a digital library card to access resources where and when they want to them.

In the first two months of this service and without promotion, 1,337 people signed up for a library card online with greater than 50 percent using their card within the first month. During the same period last year we received 754 online registrants with only 12 percent use. In the summer, we will start promoting online memberships to organizations as an easy and simple way for large groups to receive a library card and use the library.