Specifications include, but are not limited to: The City of Wichita is seeking proposals from firm(s) for handling inbound communications on the library’s behalf. All interactions are to be handled by a dedicated team of highly trained representatives, comprised of librarians and library specialists for the Wichita Public Library. One of the goals of obtaining this specialized service is to have a focus on seamless integration with the library’s existing procedures and workflows. SUMMARY REQUESTED SCOPE OF SERVICES Seeking a vendor offering fully managed customer communication and service solution for handling incoming phone calls and web chats, tailored specifically to the operational needs and requirements of public libraries. We are seeking a vendor who has proven experience with both handling inbound communication on the library’s behalf and our current Innovative Polaris ILS system. Scope of service and operating procedures should be able to be tailored to the needs and goals of the Wichita Public Library with a focus on seamless integration with the library’s existing procedures and workflows. The Wichita Public Library receives approximately 70,000 phone calls and 400 chats annually. • General FAQ’s and directional questions related to all library branch location: hours of operation, holiday closures, driving directions, local landmarks, parking options, location of book drops and drive-thru windows, general knowledge of branch floor plans, etc. • Customer account/circulation questions and transactions, including explanation of circulation policies and procedures and fine/fee structures and negotiation of fines/fees according to documented guidelines and parameters • Knowledge of Library Policies according to documented guidelines and parameters • Ready-reference assistance such as use of ILS to place holds for customers, catalog and internet search and reader advisory • Electronic/downloadable media assistance and support for all major e-media platforms, including OverDrive, Kanopy, Libby, Linked-in Learning, Newsbank and more
