The Barrie Public Library (BPL) is celebrating a major win! The library has been recognized with the prestigious Minister’s Award for Innovation. The award was received for their Mobile Device Project, a game-changing initiative that has transformed customer service and internal communication.
The award, presented by the Ministry of Tourism, Culture, and Gaming. It highlights innovative approaches that make a real impact in the community and add lasting value to public libraries.
BPL was shortlisted alongside 15 other libraries. On January 30, they were officially recognized during the Ontario Library Association Super Conference in Toronto. CEO Lauren Jessop and Director of Community, Connections, and Content, Laura LaFleshe, proudly accepted the award on behalf of the library.
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A Solution Born from a Challenge
Like many organizations, BPL had to adapt to new challenges after the COVID-19 pandemic. One of the biggest hurdles? Communication.
“For many years, frontline public service staff at the Downtown location used walkie-talkie radios and headsets for communication,” says Laura LaFleshe. “However, with multiple locations and increased outreach events in the community post-pandemic, it became clear that our team needed a more efficient communication tool to serve our customers.”
That’s where the Mobile Device Project came in. In 2023, BPL rolled out mobile devices and headsets for all frontline staff. This allowed them to communicate instantly through Microsoft Teams. Whether they’re in the same building, at a different branch, or out in the community, staff can now connect with ease via text, call, or a digital walkie-talkie.
But the project didn’t stop at communication. With help from the Information Technology team, the devices also use software that lets staff assist customers on the spot. Whether it’s signing up a new library member, checking out materials, or handling account questions, staff can now provide fast, seamless service—without needing to be behind a desk.
Making a Real Impact
The results speak for themselves. With the ability to issue library cards on-site at community events, over 12,000 new members joined BPL in 2023 and 2024.
"Our staff can now assist customers wherever they are, from issuing new library cards to resolving account inquiries." Andrew Rogers, Manager of Information Technology at BPL continues, "This integration has significantly boosted efficiency and customer satisfaction."
For CEO Lauren Jessop, this award is a reflection of BPL’s commitment to innovation. "This recognition reaffirms our commitment to innovation and service excellence. We are honored to be acknowledged for enhancing both staff connectivity and our community's library experience."
As the Barrie Public Library continues to grow and evolve, one thing is clear: this is just the beginning.
