The Wichita City Council approved a managed call-center contract for the Wichita Public Library and accepted a two-year, $200,000 commitment from the Wichita Public Library Foundation to help fund future replacement of furnishings and technology.

Library staff told the council they field a high volume of routine phone questions and sought a vendor model that preserves the library's customer service tone while freeing staff to focus on programs and in-branch services. The recommended vendor, Unique Management Center, currently works with the library on material returns and will provide call handling; complex inquiries will be routed to library staff. Implementation is expected to take six to ten weeks and includes a one-time setup charge of $7,500; the contract has a minimum monthly cost and an annual not-to-exceed estimate staff reported as $159,495 for the pilot year.

On separate but related action, the council approved a funding agreement with the Wichita Public Library Foundation. The foundation pledged $200,000 over two years to a new capital project account dedicated to replacement of public furniture, audiovisual and technology equipment at branches. City law reviewed and approved the contract as to form.

Why it matters: Library leaders said the managed call center will let staff concentrate on in-branch literacy programs, outreach and partnership work while maintaining a consistent public service experience. The foundation's pledge is intended to avoid future deferred maintenance and sustain new branch investments.

Council action and oversight: Council Member Glasscock moved approval of the call-center contract and necessary signatures; the motion passed unanimously. Council members asked clarifying questions about staffing levels, implementation timing and referral to 211 for social-service connections; staff said the call-center vendor will be trained on referral workflows and escalate complex cases to library staff or partners.

Ending: With contracts approved, library staff will implement the vendor solution over the next two months and the library and foundation will establish the capital account to manage donated funds and future replacement purchases.