A city council required comprehensive and professional management of its network of 23 municipal libraries, with the aim of transforming these spaces into dynamic centers for learning and citizen participation.
The main challenges included:
- Complex operational coordination of an extensive network with different population profiles in each area
- Professionalization of library services with comprehensive management of specialized human resources
- Proactive cultural mediation tailored to the socioeconomic characteristics of each neighborhood
- Advanced digitization with a presence on social media, blogs, and digital platforms
- Technological integration with systems such as AbsysNet
- Specialized cataloging management with dedicated technical teams
A comprehensive BPO model specializing in library services was implemented, combining complete outsourcing of operations with a focus on cultural mediation.
The service includes:
- Comprehensive HR management: Recruitment, ongoing training, induction program, and substitution system with availability clauses to ensure service continuity.
- Specialized library mediation: Services tailored to each area according to demographic characteristics, with teams of technicians and assistants specialized in different user profiles.
- Comprehensive management of the document collection: selection of collections, cataloging, management of physical and digital collections.
- Comprehensive digital presence: Social media management, blogs for different libraries, and content strategy with specific KPIs.
We comprehensively manage 23 municipal libraries through a BPO model specializing in library services, where cultural mediation and qualified personnel management transform libraries into spaces for social innovation, digital inclusion, and active citizen participation.
- Territorial adaptation with personalized services according to the characteristics of each area
- Professionalization of the team with a minimum of 20 hours of training per person per year
- Innovation in cultural mediation with participatory programs and digital literacy
- Continuous assessment through quarterly and annual reports with quantitative and qualitative indicators
