DEPARTMENT: Library
DEPARTMENT HEAD: Ramiro S. Salazar
COUNCIL DISTRICTS IMPACTED: Citywide
SUBJECT:
Contract for Collection Agency and Patron Communication Services for Library
SUMMARY:
This item approves a contract with Unique Management Services to assist the San Antonio Public Library (SAPL) with the recovery of overdue books and materials and with prompting customer payments on delinquent accounts.
To maximize the availability of the San Antonio Public Library's books and materials collection, the Library uses fines and fees as a way to encourage customers to return checked out items before the items become overdue. In addition, when an account is not in good standing due to items not returned and/or fine/fees owed, the library's business process requires customer notification.
Using a third-party entity to pursue these outstanding patron accounts is a more efficient approach to recover overdue items and collect outstanding fines. The firm recommended is not a traditional collection agency, but rather a firm that specializes in assisting libraries to increase the return rate of outstanding materials, in turn increasing the availability of those resources. Additionally, the firm communicates with customers to encourage payment of fines/fees. The goal of the firm is to maintain patron goodwill while maximizing the number of books and materials returned to the Library and fines/fees paid.
BACKGROUND INFORMATION:
The San Antonio Public Library system consists of a Central Library, 25 branches and one public library/school partnership with the Northeast Independent School District. Two additional branches will be added to the Library system by November 2016. The Library's service population is over 1.8 million. The Library's collection includes over 2 million physical items. Annual circulation is over 7 million items. There are approximately 9,000 patron accounts that become eligible for referral to the collection agency on an annual...
Click here for full text