Queens Library is one of the largest circulating libraries in the United States — approximately 1,000 full-time employees across 62 locations. Like many large organizations, their IT department was buried in email-driven service requests.
Requests got lost. Fulfillment took days. Nobody had visibility into what was in progress, what was stuck, or what had been completed. The process was entirely manual, and it was failing.
The Problem: Email and Paper Forms at Scale
Before implementing the Kinetic Platform, Queens Library relied on email and paper forms for IT service requests. The results were predictable:
- Requests disappeared into inboxes and were never fulfilled
- Completion times stretched to four or five days for routine items
- User account request accuracy was only 75% — one in four had errors
- Approval cycles took up to four days
- IT had no systematic way to track workload or measure performance
An initial self-service solution proved user-unfriendly and required costly customization to maintain. It solved the wrong problem: it digitized forms without orchestrating the workflows behind them.
The Solution: Workflow Orchestration Across Departments
Queens Library selected the Kinetic Platform to automate service request workflows across their organization. The key difference: the platform did not just replace paper forms with digital ones. It orchestrated the entire fulfillment process — routing, approvals, task assignment, and status tracking — across existing systems.
Implementation took two months. The response was immediate.
As Devi Seerattan, service request systems manager, described it: “Almost immediately, we received extremely positive responses. People loved the idea, thought the interface was very easy to use” and could track work orders effectively.
The Results
The measurable outcomes were substantial:
| Metric | Before | After |
|---|---|---|
| Request submission time | 1 day | 1 minute |
| Completion timeframe | 4-5 days | 1 day |
| User account accuracy | 75% | 98% |
| Approval time | 4 days | 3 hours |
| Employee IT satisfaction | 80% | 95% |
| Labor cost savings | — | $240,000 over 3 years |
These numbers reflect what happens when you move from manual coordination to deterministic workflow execution. Every request follows the same path. Every approval routes to the right person. Every step is tracked.
Expanding Beyond IT
The success with IT operations prompted other departments to adopt the platform. The facilities and maintenance group achieved:
- 60% faster request submissions
- 40% reduction in fulfillment times
Plans included expanding to HR and other internal service groups — a pattern that is common when organizations implement cross-system workflow orchestration. Once one department sees the results, others want the same.
Why This Pattern Matters
Queens Library is not a technology company. They are a public institution serving one of the most diverse communities in the country. Their IT challenges — fragmented processes, manual handoffs, no visibility — are the same challenges facing government agencies, healthcare systems, and enterprises everywhere.
The solution was not replacing their existing systems. It was adding an orchestration layer on top of them that gave every department a consistent, automated way to handle service requests.
Learn how the Kinetic Platform transforms service management across departments.
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