1. Meeting Deliverables Update on talk with vendor – 5’ Review call flow process – 20 ‘ – Finalize hours issues and next steps – Work to finalize call flows – Identify issues/questions

2. Phone Processing Assumptions – Only Monday – Friday 8am – 5p – After hours recording that overviews our out of ours services. – Their forms will go into out service desk solution (will go into holds, renewals, other….categories) – HPLD to get daily automated call log information Questions – Confirm coverage and after hours process – Confirm call flows – Confirm WHO will cover workorders (who monitors, etc…Pam authority? Others? Thinking of webinquiry)

3. Locations and Hours (12%) Check mylibrary.us website for information Holiday closure – announced on main page OR calendar DONE

4. (non emergency – 17%) Request for specific staff member Refer to provided staff directory (updated weekly/monthly by HPLD) COLD TRANSFERDONE

5. Renewal Help Requested (20%) Create ticket using form – inform will be completed within x hours. Transfer to dial in telecirc (ok) and let them know they can also renew using mylibrary? Card and Pin available? DONE No Yes

6. HOLD Help Requested (10%) Complete form. Notify they’ll receive email confirmation of hold and if using email, will be notified within x hours of when available. Login via mylibrary and process hold Card and Pin available? DONE NoYes (not sure we should have them do this))

7. General Questions, Complaints, Other, Fines and Fees (approx 35%) Complete form. Notify they’ll receive email confirmation (no email call back response) within 1 business day? DONE