Library Web Services

A comprehensive, web-based library services platform that will serve over 250,000 students, faculty, and staff across 26 campuses.
- Content Management System: a platform for creating, managing, and publishing subject guides, course guides, database lists, and instructional content. Staff across 26 campuses must be able to create professional, accessible web content without requiring technical expertise.
The Solution must:
• Provide template-based guide and page creation with consortium-level and campus-level branding options
• Support reuse of content across guides and campuses, including shared assets, reusable content blocks, and system-wide database lists
• Support use of the content management platform as the primary public-facing website for individual campus libraries, including custom domain mapping, custom navigation structures independent of the guide hierarchy, and custom CSS and JavaScript injection, all configurable per campus without additional per-campus licensing fees
• Provide version history and the ability to restore previous versions of content
• Support draft, review, and published workflow states
• Provide mobile-responsive public-facing output across all content types
• Support an A–Z database list with subject and type filtering, editable at both campus and consortium level
• Support embedding of subject guides, course guides, and database lists directly into Brightspace course shells via LTI 1.3 or higher, with seamless authentication through the LTI launch and support for LTI Deep Linking
• Expose an OAI-PMH endpoint for guide content metadata supporting standard Dublin Core output, compatible with Ex Libris Alma/Primo VE import profile configuration, and configurable to expose metadata at the campus or consortium level
• Provide usage statistics at the guide, page, asset, and database-link level, exportable in standard formats
- Virtual Reference and Communication Services and Solution must:
• Provide real-time chat with queue management, including the ability to transfer chats between operators and campuses
• Support a cooperative or consortium chat model in which chats from one campus queue can be answered by staff at another campus, while preserving per-campus branding and per-campus reporting
• Allow chat widgets to be embedded in guides, library web pages, and Brightspace course shells
• Support canned responses and a shared knowledge base of FAQs, editable at both campus and consortium level
• Provide an email-based ticketing system with queue management, assignment, and status tracking, with tickets creatable automatically from incoming email and from chat transcripts
• Archive all chat transcripts and ticket records, searchable by date, operator, campus, and topic, and retained for a minimum of three (3) years
• Provide usage analytics including chat volume, response times, and ticket resolution rates at both campus and consortium level, exportable in standard formats and sufficient for ACRL reporting
• In the cooperative chat model, display the originating campus branding to the patron throughout the session regardless of which campus's operator responds, support configurable fallback queues for after-hours routing without requiring the patron to re-initiate the chat, and provide operators with visibility into the patron's originating campus and the page or guide from which the chat was launched.
- Scheduling, Booking, and Appointment Services
The Solution must:
• Provide public-facing event calendars with self-service registration, configurable per campus, with calendar exports in iCal format and integration with Google Calendar and Outlook, and automated confirmation and reminder notifications to registrants
• Provide self-service room and equipment reservation with configurable booking rules, approval workflows, and utilization reporting at campus and consortium level
• Provide appointment scheduling for individual librarians and service desks with configurable availability, automated patron communications, and per-librarian and campus-level reporting
• Provide service desk scheduling and shift management for library staff, integrated with the calendar and appointment services above