« Back to Organizational Change
Cuyahoga County Public Library, OHGo to Website
All 28 branches of Cuyahoga County Public Library are Passport Acceptance Facilities. The revenue generated by the passport services helped the Library to restore Sundays hours at all of its branches.Innovation Leader:
Robert Rua, Assistant Marketing Director, firstname.lastname@example.org
Expanded travel regulations have increased demand for United States passports. As of June 2009, a valid passport is required for all foreign travel to and from Canada and Mexico. In 2009, the Library experienced funding reductions at the state and local levels, forcing the system to close all but seven of its branches on Sundays. The Library sought a way to offer customers a convenient service and generate needed revenue as state and local funding declined.
Cuyahoga County Public Library began offering passport services in seven of its 28 branches in April 2010. Demand for these services led the Library to expand passport acceptance to all branches in September 2010. The Library now offers passport processing and photo services seven days a week at all 28 branches. For convenience, customers do not need an appointment for passport and photo services. They can apply for a passport during the following hours: Monday through Thursday, 9:00 a.m. – 8:00 p.m.; Friday and Saturday, 9:00 a.m. – 4:30 p.m.; and Sunday, 1:00 – 4:00 p.m.
The Library provides a convenient one-stop passport and travel center. The Library produces print materials explaining the passport application process and clearly stating all fees and documents required to submit an application. The Library also has a passport section on its website, with FAQs and links to relevant information and resources.
Two passport photos are required as part of the passport application, and each branch has the necessary equipment to offer passport photo services, another convenience for customers and another revenue stream for the Library. These passport photo services meet the requirements of the Department of State regarding acceptable passport photos. Staff members undergo training before accepting passports and taking photos.
As Passport Acceptance Facilities for the Department of State, Cuyahoga County Public Library branches earn the standard passport execution fee of $25 per passport. The Library also receives $10 per passport photo transaction. This new revenue stream helped the Library restore Sunday hours throughout the entire system in September 2010. In 2011, Cuyahoga County Public Library generated $376,255 in revenue by processing more than 11,900 passport applications ($299,875) and more than 7,600 passport photos ($76,380).