Using Technology to Facilitate Curbside Pick Up
Milton Public Library
Innovation Synopsis
MPL was the first Canadian public library to work with Capira Technologies to configure MPL’s Mobile Library App to allow for Curbside Collection available from June 2020. The App was fully integrated with the ILS and allowed patrons to book appointments and receive notifications when the items were ready to pick up.
Challenge/Opportunity
Following a period of closure, in May 2020, public libraries could start providing service through curbside collection as part of the provincial government’s efforts to emerge from the state of emergency, declared in response to COVID-19. MPL’s goal was to offer outstanding customer experience with innovative solutions by keeping the library staff and patrons safe. Staff identified ways to integrate Curbside Collection functionality within the existing Mobile App and ILS technologies.
Key Elements of Innovation
- Curbside App fully integrated with ILS and Mobile App.
- Used Jaspersoft programming to customize the hold-pick template
- Integration with ILS allowed the system to authenticate patrons with their Library barcode/PIN
- Registration page presented patrons with a list of items available for pick up
- Smartphone users were able to use the phone hyperlink to send a text to the library staff on arrival
- Two-way communication using email conversion to text and vice-versa allowed patrons to notify staff of their arrival via SMS
Achieved Outcomes
- Staff refined procedures to optimise service delivery for patrons through multiple lockdown periods (June 2020, January and April 2021)
- Average number of checkouts per day increased by 172% from the launch of the Curbside Collection functionality; Mobile App page views increased by 489%
- >25,000 appointments were booked using the app during the three iterations of Curbside Collection services
- Success of the Curbside Collection service is as a result of the innovative and responsive initiatives put in place by MPL
