Library Engagement Technology Tools

Request for Proposals
Library Engagement Technology Tools
for
Charlotte Mecklenburg Library
Issued April 29, 2026
Proposals Will Be Received Until
2:00 PM EST May 28, 2026
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Table of Contents
Introduction ............................................................................................................................................................... 3
About ..................................................................................................................................................................... 3
Mission, Vision, Values & More ............................................................................................................................. 3
Scope ......................................................................................................................................................................... 4
Events Calendar ..................................................................................................................................................... 4
Room Reservation .................................................................................................................................................. 5
Appointment Scheduling ....................................................................................................................................... 5
Mobile Application ................................................................................................................................................ 5
Contract Term ........................................................................................................................................................ 6
Notice to Proposers ................................................................................................................................................... 7
Request for Proposal Process .................................................................................................................................... 9
Schedule ................................................................................................................................................................ 9
Proposer Questions and Inquiries ......................................................................................................................... 9
Submission of Responses ...................................................................................................................................... 9
Evaluation Criteria ............................................................................................................................................... 10
Rejection of the Proposal .................................................................................................................................... 12
Proposal Format ...................................................................................................................................................... 13
Section A: Executive Summary ............................................................................................................................ 13
Section B: Summary of Company ........................................................................................................................ 13
Section C: Agency Qualifications and Technical Capabilities ............................................................................... 13
Section D: Professional References ..................................................................................................................... 14
Section E: Cost of Services ................................................................................................................................... 14
Proposal Authorization and Signature ..................................................................................................................... 15
Acknowledgement of Addenda ............................................................................................................................... 16
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Introduction
Charlotte Mecklenburg Library ("Library" or "CML") is seeking proposals from qualified vendors to provide a suite
of technology tools to help with Library engagement. This will include:
- Events Calendar
- Room Reservation System
- Schedule Librarian Appointments
- Mobile App
The Library reserves the right to award any individual module independently to one or more vendors. Each
module must be fully functional and supported as a standalone solution, regardless of whether it is part of a
broader vendor suite.
About
Charlotte Mecklenburg Library is one of America's leading urban public libraries. Located in Mecklenburg County,
the library system serves a diverse community of over one million citizens through 21 branches and on-line
services. Since our founding in 1891, and as an original Carnegie Library in 1903, our role as a provider of lifelong
education and learning in this community has never been more relevant.
CML is beloved by many, with 70% of Mecklenburg County residents stating that they had visited a Library
location in the last 12 months. There were over 2.6 million visitors to the various Library locations in Fiscal Year
2025.
The Library has 482 full and part-time employees, along with an extensive volunteer network that engages more
than 1000 people throughout the year. For FY2026, operating expenditures totaled $55.7 million.
Charlotte Mecklenburg Library is currently developing a new strategic direction for FY26-28, with a major
component being the opening of a new Main Library. The iconic new Main Library will be the flagship of the
system; a free, open, and accessible information hub for all as well as a destination for local, regional, and
national engagement.
Mission, Vision, Values & More
Our mission is to improve lives and build a stronger community. Charlotte Mecklenburg Library envisions itself as
the essential connector of a thriving community of readers, leaders, and learners. We value learning, openness,
respect, inclusion, and leadership. Our brand promise is to be accessible and welcoming to all while celebrating
and supporting the joy of reading and learning, fostering exploration and personal growth, and connecting
individuals to each other, the community, and the world.
We believe wholeheartedly in intellectual freedom. The Library is committed to protecting the First
Amendment's guarantee of free and open access to information and ideas-a principle vital to our democracy
and to each individual's search for knowledge. We seek to provide our diverse community with a comprehensive
collection of materials, services, and programs providing a wide range of knowledge and perspectives.
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Scope
The Library is seeking proposals from qualified vendors to provide an integrated, user-friendly suite of digital
engagement tools that enhance the patron experience across online and mobile platforms. The solutions should
support core engagement functions including:
* A public-facing events and programs calendar
* A room reservation system for public and staff-managed spaces
* Tools for scheduling one-on-one appointments with library staff
* A mobile application to enhance the digital experience
The Library currently utilizes the Polaris ILS for circulation, patron records, and core library operations, as well as
BiblioCommons for discovery and patron engagement. Proposers should clearly describe how their solution
integrates with the existing BiblioCommons platform, and how it will interoperate with Polaris ILS to ensure a
seamless patron and staff experience.
Proposers should describe their approach to implementation, including project management, configuration, data
migration (if applicable), integration with existing systems, and staff training. Ongoing support, system
maintenance, and upgrade processes should also be detailed. The solution should be cloud-based, scalable, and
compliant with applicable data security, privacy, and accessibility standards. The Library is particularly interested
in solutions that minimize fragmentation by providing a unified platform or tightly integrated modules, reduce
administrative burden on staff, and deliver a seamless and engaging experience for patrons across all digital
touchpoints.
Events Calendar
The proposed events calendar must provide robust functionality for creating, managing, promoting, and
evaluating library programs across multiple locations, audiences, and formats, including in-person, virtual, and
hybrid events. The system should support public browsing and discovery through an intuitive interface with
filtering, search, and personalization capabilities.
The Library will prioritize systems that allow flexible patron registration, including staff-created prerequisite
questions, age-specific registration options for youth programming, waitlists, attendance tracking, no-show
tracking, and automated notifications. Products that provide direct Zoom integration for online programming will
also be prioritized due to increased security needs and ease of system-wide account management.
The Library is seeking a product with robust administrative back-end functionality, including hierarchical approval
workflows, template creation, role-based staff permissions, and efficient tools for managing content across
departments and locations. The system should also improve data accuracy and reduce staff process
redundancies through integrated statistics tracking, customizable reporting fields, attendance reporting, and
other functional data management tools. Optional additions would include integrated survey tools or other
polling features.
The solution should allow for easy embedding within the Library's website and existing tools, such as the existing
discovery layer, Bibliocommons, and our room reservation system.
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Room Reservation
The room reservation component must enable patrons to view availability and reserve library meeting rooms
and study spaces in real time, with configurable rules governing booking duration, eligibility, and usage policies.
The system should provide administrative controls for staff approval workflows, conflict management, reporting,
and enforcement of policies, while presenting a clear and accessible interface for patrons. Integration with
patron authentication systems, including Polaris ILS, is expected to ensure that reservations are appropriately
tied to user accounts and library policies. A room reservation system that is directly connected to the event
management system would be an ideal solution and would eliminate current redundancies and the need for staff
to learn two separate systems. The Library is also seeking a room reservation system that can facilitate online
payments for room reservations to eliminate extra staff time managing payment separately.
Appointment Scheduling
The appointment scheduling functionality should allow patrons to book one-on-one sessions with library staff for
services such as research assistance, technology help, digital literacy support, career assistance, and other
consultation-based services. The Library is seeking a solution that can support both public event registration and
one-on-one appointment scheduling within a single integrated platform or tightly connected suite of products,
reducing the need for staff and patrons to navigate separate systems.
The system should support configurable service types, staff availability, appointment duration, location-based
services, and virtual meeting options, with a preference for systems that offer Zoom integration. The solution
should provide a clear and accessible patron-facing booking experience, including automated confirmations,
reminders, cancellation options, and appointment details.
The system should also provide staff-facing tools for managing schedules, updating availability, viewing upcoming
appointments, tracking completed appointments, recording relevant service information, and generating usage
reports. Reporting should allow the Library to track appointment volume, service type, location, staff
assignment, attendance, cancellations, and other relevant data points.
The Library will prioritize solutions that provide a consistent patron experience across event registration, room
reservation, and appointment scheduling functions, with shared administrative tools, reporting capabilities, user
account integration, and branding where possible.
Mobile Application
The mobile application should serve as a centralized platform that brings together the Library's digital services,
including catalog access via BiblioCommons or an app connection to Polaris, event discovery and registration,
room reservations, and appointment scheduling. The app should support secure patron authentication
leveraging Polaris ILS credentials, and provide features such as digital library cards, push notifications, and
personalized content. The Library seeks a modern, accessible, and high-performing mobile experience that is
consistent with its web presence and enhances overall patron engagement. The Library will prioritize mobile
apps that allow extensive customization.
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Contract Term
Initial Term: One year beginning July 1, 2026 to June 30, 2027
Contract Extension: Four, one-year extensions will be available following the initial term by mutual agreement of
both parties providing there are no changes or minimal changes to pricing/discounts. Pricing/discounts and
shipping terms will remain the same under this option unless otherwise noted by vendor in RFP response for
renewal option years.
The Library reserves the right to execute separate contracts for individual modules and/or award to multiple
vendors.
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Notice to Proposers
The successful Proposer must comply with all provisions of the Americans with Disabilities Act (ADA) and all rules
and regulations promulgated thereunder. By submitting a proposal, the successful Proposer agrees to indemnify
the Library from and against all claims, suits, damages, costs, losses, and expenses in any manner arising out of,
or connected with, the failure of the Company, its subcontractors, agents, successors, assigns, officers, or
employees to comply with the provisions of the ADA or the rules and regulations promulgated thereunder.
All proposals must be firm and not subject to increase, unless specified within the provisions of this Request for
Proposals (RFP) and mutually agreed upon by the Library and the Proposer.
No special inducements will be considered that are not a part of the original proposal document.
Library Rights and Options
The Library, at its sole discretion, reserves the following rights:
* To supplement, amend, substitute, or otherwise modify this RFP at any time
* To cancel this RFP with or without the substitution of another RFP
* To take any action affecting this RFP, this RFP process, or the Services subject to this RFP that would
be in the best interests of the Library
* To issue additional requests for information or clarification from Offerors or to allow corrections of
errors or omissions
* To require one or more Service Providers to supplement, clarify, or provide additional information in
order for the Library to evaluate the Responses submitted
* To negotiate an agreement with a Service Provider based on the information provided in response to
this RFP.
* To award one or more contract(s).
Public Records
Any material submitted in response to this RFP will become a "public record" once the Proposer's document(s) is
opened and the Proposer is determined to be a participant in the solicitation process and shall be subject to
public disclosure consistent with Chapter 132, North Carolina Statutes. Proposers must claim any applicable
exemptions to disclosure provided by law in their response to this RFP. Proposers must identify materials to be
protected and must state the reasons why such exclusion from public disclosure is necessary and legal. The
Library reserves the right to make all final determination(s) of the applicability of North Carolina General Statutes
132-1.2, Confidential Information.
Trade Secrets/Confidentiality
Proposers must claim any material which qualifies as "trade secret" information under N.C.G.S. 66- 152(3) in
their response to this RFP and must state the reasons why such exclusion from public disclosure is necessary and
legal.
To properly designate material as trade secret under these circumstances, each Proposer must take the following
precautions: (a) any trade secrets submitted by a Proposer should be submitted in a separate, sealed envelope
marked "Trade Secret - Confidential and Proprietary Information - Do Not Disclose Except for the Purpose of
Evaluating this Proposal," and (b) the same trade secret/confidentiality designation should be stamped on each
page of the trade secret materials contained in the envelope.
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Do not designate your entire proposal as a trade secret, and do not designate pricing information as a trade
secret. Doing so may result in your proposal being disqualified.
In submitting a proposal, each Proposer agrees that the Library may reveal any trade secret materials contained
in such response to all Library staff and Library officials involved in the selection process.
Familiarity with Laws and Ordinances
The submission of a proposal on the equipment and services requested herein shall be considered as a
representation that the Proposer is familiar with all federal, state, and local laws, ordinances, rules, and
regulations which affect those engaged or employed in the provision of such services, or equipment used in the
provision of such services, or which in any way affects the conduct of the provision of such services; and no plea
of misunderstanding will be considered on account of ignorance thereof. If the Proposer discovers any provisions
in the RFP documents that are contrary to or inconsistent with any law, ordinance, or regulation, it shall be
reported to the Library in writing without delay.
E-Verify Compliance
Per N.C.G.S. 143-133.3 E-verify compliance. Provider shall comply with the requirements of Article 2 of Chapter
64 of the North Carolina General Statutes (verification of work authorization). Further, if the Provider utilizes a
subcontractor, the Provider shall require the subcontractor to comply with the requirements of Article 2 of
Chapter 64 of the North Carolina General Statutes.
https://www.ncleg.gov/EnactedLegislation/Statutes/PDF/BySection/Chapter_143/GS_143-133.3.pdf
https://www.ncleg.net/EnactedLegislation/Statutes/HTML/ByArticle/Chapter_64/Article_2.html
Iran Divestment Act
Provider hereby certifies that it is not on the North Carolina State Treasurer's list of persons engaging in business
activities in Iran, prepared pursuant to NCGS 147-86.58, nor will Provider utilize on this agreement any
subcontractor on such list. This list, along with additional information about the Iran Divestment Act, is available
on the Treasurer's Office site: https://www.nctreasurer.gov/iran-divestment-act
Divestment from Companies that Boycott Israel
Contractor hereby certifies that it is not on the North Carolina State Treasurer's list of companies engaged in a
boycott of Israel in violation of NCGS 147-86.80 et. seq. and that it will not utilize on this agreement any
subcontractor on said list."
Contract Required
The successful proposer will be required to enter into a written contract with the Library, setting forth the
conditions specified in this RFP, as well as other standard terms and conditions. The successful vendor shall be
solely liable for compliance with all specifications contained herein.
Proposal Duration
All proposals will remain in effect and shall be legally binding for at least one hundred twenty (120) days after the
proposal submission due date.
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Request for Proposal Process
Schedule
Date Event
April 29, 2026 RFP Issue Date
5:00 PM EST Deadline for Submission of Written Questions.
May 15, 2026 Service Providers are permitted to submit to the Library written questions, but only
for purposes of clarifying this RFP. All submissions shall be submitted as outlined
herein.
May 20, 2026 Response to Written Questions via Addendum
2:00 PM EST Responses are due on this date and time.
May 28, 2026
June 2026 Library review and firm selection (interviews if needed)
June 2026 Anticipated contract award
Proposer Questions and Inquiries
Proposer Questions and Inquiries relative to this RFP must be submitted electronically by 5:00 PM, May 15, 2026,
to Michael Boger, Deputy Finance Director, at mboger@cmlibrary.org. The Library will provide written responses
to all inquiries received by this date, and responses will be made available to all known recipients of this RFP and
posted by May 20, 2026. Any oral responses made by any representative of the Library may not be relied upon.
Any supplements or amendments to this RFP will be in writing and furnished to potential bidders.
Proposers are expressly forbidden from contacting any other Library employee or Charlotte Mecklenburg
Library official regarding this Request for Proposals. Any such outside contact may result in disqualification
from the request for proposal process.
Submission of Responses
Five (5) paper copies in a sealed envelope/package and one (1) electronic copy of the proposal by way of a USB
drive, including all required forms (such as Proposal Authorization and Acknowledgement of Addenda forms),
must be submitted to the attention of Michael Boger, Charlotte Mecklenburg Library, Library Administration
Center, 510 Stitt Road, Charlotte, NC 28213 by 2:00pm EST on May 28, 2026. Emailed and faxed submissions will
not be accepted. All risk of late arrival due to unanticipated delay - whether delivered by hand, US Postal
Service, courier, or other delivery service is entirely on the submitting Proposer. It is the sole responsibility of the
Proposer to have the proposal physically in the Library's office by the specified time and date. The time of
delivery will be marked on each proposal when received, and any proposal received after the proposal
submission deadline will be rejected.
The Library reserves the right to reject any or all proposals. The Library reserves the right to reproduce proposals
for internal use in the evaluation process.
The Library will not be obligated for the expenses of any provider arising out of preparation and/or submittal of
responses to this RFP. Any and all proposals to this RFP are to be prepared at the cost and expense of the
respondents, with the express understanding that there may be no claims whatsoever for the reimbursement of
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any costs, damages, or expenses relating to this procurement from the Library or any other party for any reason
(including the cancellation of this RFP).
Proposals must be made in the official name of the individual, firm, or corporation under which the business is
conducted (showing official business address) and must be signed in ink by a person duly authorized to legally
bind the business entity submitting the proposal.
All proposals should be complete and carefully worded and must convey all of the information requested by the
Library. If errors or exceptions are found in the proposal, or if the proposal fails to conform to the requirements
of the RFP, the Library will be the sole judge as to whether that variance is significant enough to reject the
proposal. Proposals should be prepared simply and economically. All data, materials, and documentation shall be
available in a clear, concise form.
Evaluation Criteria
All bids that are submitted in accordance with this RFP and which meet the requirements as outlined herein will
be considered to be responsive bids. Notwithstanding anything to the contrary herein, any and all bids may be
rejected, and the Library may negotiate with any or all bidders. Proposals will be evaluated using a best-value
approach. Each proposal will be reviewed and scored by an evaluation committee using the criteria below. While
cost is a significant factor, the Library will award the contract to the proposer whose overall solution best meets
the needs of Charlotte Mecklenburg Library in terms of functionality, usability, service quality, and long-term
value.
A short-list of firms may be invited to Stage 2 of the evaluation process, the Interview/Demonstration.
Interview/demonstrations are an important aspect of the evaluation process that offers the Library an
opportunity to see how the proposer's solution meets the critical components of the RFP. A committee will
evaluate the responses and select the top proposal. The Library may elect to make a final selection without
holding an interview/demonstration.
* Experience and Qualifications - 25%
This criterion will evaluate the proposer's demonstrated experience providing integrated library
engagement and discovery technologies, including but not limited to events management systems, room
reservation platforms, patron scheduling tools, and mobile applications. Evaluation will consider the
proposer's history of successful implementations in public library environments, particularly with
organizations of similar size and complexity to Charlotte Mecklenburg Library.
Special emphasis will be placed on the qualifications and stability of the implementation and support
team assigned to the Library, including technical expertise, project management experience, and
ongoing customer support capacity. The Library will also consider references, client retention, and
demonstrated ability to deliver continuous improvement and long-term platform support.
* Functional Capability and System Integration - 35%
This criterion evaluates the overall functionality, usability, and reliability of the proposed solution(s),
including how well each component supports library operations and patron engagement. Systems will be
assessed on ease of use, configurability, accessibility compliance, workflow efficiency, and administrative
control.
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