Self-Service Express Library Service Expansion
Jefferson County Public Library
Innovation Synopsis
One of the first of its kind in the U.S., the Jefferson County Public Library (JCPL) Express Library is an innovative, fully self-service library location. With a registered JCPL library card, patrons can safely and conveniently access library services without needing to directly interact with staff, including an onsite collection, holds pick up, returns, computers, print/copy/scan options, limited programming and remote working. Created to expand access and reduce barriers to library resources in the growing Northwest Arvada community, JCPL has continued to adapt the Express Library in response to its growing popularity by expanding service hours, improving outreach and implementing more innovative technologies.
Challenge/Opportunity
Northwest Arvada is a quickly growing community with new developments continually being added. The goal of the Express Library is to quickly respond to this growth by meeting people where they are and maximizing community access to state-of-the-art technology, while efficiently utilizing library resources and staff in the process. The Express Library was implemented to provide locality and ease of access to an area that had become somewhat isolated from other library locations. After the first year of increasing popularity, patrons responded to a community survey expressing the need for expanded hours at this location to accommodate for a variety of work/school schedules and lifestyles. JCPL swiftly responded to this challenge by expanding services hours in 2024.
Key Elements of Innovation
The Express Library is one of the first of its kind in the nation, introducing state-of-the-art technology, maximizing staffing efficiency and providing flexibility of access to a rapidly growing community. Patrons register online to receive access to this location via their library cards, requiring no direct interaction with staff. While the library requires behind-the-scenes staffing support, the self-service model provides unmatched scheduling and resource flexibility. In addition, the technology employed at this location allows staff to conveniently address any software issues remotely without interrupting card holders' access to the library's physical space. In 2024, open hours were expanded to 5 a.m. to 10 p.m., adding 45 open hours per week. This expansion has provided unparalleled convenience and flexibility for the community as patrons can now access resources well before and after work or school, and even on holidays when all other library locations are closed.
Achieved Outcomes
The original goal for average daily visits was 65-100. In its first year, the library met this goal with 67.3 visits a day, followed by 86.2 visits a day in its second year - a 28% increase. The original goal for average daily checkouts was 100-150. In its first year, the library met this goal with 114.7 checkouts a day, and by its second year, the library exceeded this goal with 159.7 checkouts a day- a 39% increase. Summer challenge registrations more than doubled by year two, increasing from 60 in year one to 140 in year two. Three individual programs have been hosted at this location with attendance ranging from 10-20 patrons, as well as a weekly family story time. Patrons have expressed excitement for the collection and convenience, with many responders stating that they walk or ride their bike to the location. Staff have also provided positive feedback, suggesting that more self-service locations be added in the future.