Overview

CSUSM purchased Luxer Lockers in order to circulate physical items during the COVID-19 pandemic, when the Library building was closed to the public. The Luxer lockers were installed on August 14, 2020 and workflows and policies needed to be created as Luxer was new to working to integrate Alma with the system and more and more libraries gained an interest in obtaining lockers to circulate their materials. 

Luxer One Website: https://www.luxerone.com/

Goals

1. Create workflows and policies for the new Luxer Lockers.

2. Make circulation of physical materials available while the Library building is closed.

3. Ensure the health, safety, and wellbeing of those who will interact with the lockers in person.

Specifications

Locker Number & Size

1 - 15-Door Main Locker & 1 - 17-Door Add-on Locker

• 15-Door Main Locker

  • 75.9” Tall x 37.5” Wide x 23.0” Depth

  • 9 small, 4 medium, and 2 large

• 17-Door Add-on Locker

  • 75.9” Tall x 37.5” Wide x 23.0” Depth

  • 10 small, 5 medium, and 2 large

32 lockers (4 large, 9 medium, and 19 small) 

• Large are approx. 15in tall

• Medium are approx. 10in tall

• Small are approx. 5in tall

Locker Location

Off of Craven Circle, outside the Kellogg Library second floor entrance. These lockers are near the Library Returns for the users’ convenience. 

Luxer One Mobile App

Alerts the user when their item(s) is available for pickup

Allows the user to view current and past item pickups

Allows the user to open assigned lockers from their phone

Allows the user to note when they are on vacation (Out of Town Hold)

Allows the user to edit their accessibility settings and elect to have their items delivered only to the ADA-designated lockers between 15-48" off the ground

Safety & Security

The lighting under the entire 2nd floor portico area (especially where entrances are located, like by the lockers) are up to code standards for navigability and safety. There is a light fixture directly above the lockers and lights are installed throughout the portico area.

We opted out of the Luxer camera due to security concerns. No camera is installed on the lockers. Existing portico cameras should be sufficient in the case of any issues.

The locker wrap is made of a durable glossy material designed to be much easier to clean/remove graffiti from than the metal locker surfaces would be.

Lockers are bolted down for California Seismic Regulations.

Milestones

July 28, 2020: Kickoff Session (led by vendor)

August 14, 2020: Installation Day

August 18 - 27, 2020: Training Sessions

October 1, 2020: Launch Day

Policies

Building Manager

Building Manager is the manager interface for the Luxer One system. Go to https://app.luxerone.com/manager/managers/login to log in to the Building Manager. 

For more information, see: https://youtu.be/fcUn3AIYycE & https://youtu.be/VYn2wkmM_VQ 

Locker Expiration/“Shelf Life”

Locker holds will expire after 6 days.

Locker Loan Limit

No Locker Loan Limit at this time.

Customer Support

24/7 direct support for Library employees is provided by a US-based call center

Procedures

Add User in Building Manager

1. Log in to the Building Manager 

2. Navigate to Recipients tab

3. Use “Add New Recipient” form to enter the following: 

   1. First Name, Last Name, Email, and Unit/ID Number

   2. Ensure “Send Welcome Email” is checked

Luxer One is working on Alma integration in order to pull user data as requests are submitted.

User Local Item Request (Employee)

1. Input your Carriers access code on Locker touchscreen

2. Find user by entering their name 

3. Take photo of item(s)

   1. You can take a photo of each item by selecting the plus (+) icon

      1. If <3 books, take a photo(s) of the cover of each book

      2. If >3 books, take a photo(s) of the spines of the books together

   2. All the photos taken appear in the notification sent to the user and in the Building Manager

4. Select locker size for item(s)

   1. Locker door automatically opens for employee to place item(s) inside. 

   2. Is the locker full? Do you need to reopen the locker door? Return to the touchscreen and select the appropriate option 

5. Place item(s) in locker and close the locker door

   1. Exit the Carrier transaction screen from touchscreen

   2. If you are using the touchscreen on the Luxer Locker, it is important to “exit” with the provided exit buttons at the end of the transaction - that said, the screen will time-out within 60 seconds if you forget to exit. 

   3. If you are triaging system issues and need to access the “Admin” screen via the touchscreen (this will be rare and only should be used in case of locker error) the time-out is five minutes, so it is especially important to “exit” this screen so a user does not have access to Admin screen features. 

Once the locker door closes, the user will receive a notification in five minutes that they have an item(s) waiting for them, along with their unique access code. 

For more information, see: https://youtu.be/beWZ9XrXAHY or https://youtu.be/7GEwWlRAN2g or https://youtu.be/isUzD3i6-kY 

User CSU+/ILL Item Request (Employee) 

1. CDA processes CSU+/ILL item(s) and checks out any ILL item(s) to the user

   1. When the item(s) is checked out to the user, they will receive a notification that an item has been checked out to them (The ILL locker delivery letter will be sent when circ staff check out ILL items in ILLiad webcirc.)

2. Place items on a designated truck adjacent to 3rd floor checkout for User Services staff to place in locker

3. User Services staff will acquire the item(s) and follow instructions for “User Local Item Request (Employee).” 

   1. Check CSU+ & ILL items out to the user

User Item Pickup (User)

The user receives a notification (text or email) that they have an item(s) waiting for them, along with their unique access code and QR code. The user can also download the Luxer One App and may receive a notification through the app. 

Pickup with Access Code

1. Go to the Luxer One lockers and type your access code on the screen

2. The assigned locker door will open automatically 

3. Collect item(s) and close the door

4. Select “Exit” on the screen. 

   1. The screen will time out after 5 minutes of inactivity

Pickup with QR Code

1. Go to the Luxer One lockers and scan your QR code

2. The assigned locker door will open automatically 

3. Collect item(s) and close the door

4. Select “Exit” on the screen. 

   1. The screen will time out after 5 minutes of inactivity

Pickup with Luxer One App

1. Go to the Luxer One lockers and select the option to open the locker door within the Luxer One App

2. The assigned locker door will open automatically 

3. Collect item(s) and close the door

4. Select “Exit” on the screen. 

   1. The screen will time out after 5 minutes of inactivity

For more information, see: https://youtu.be/IyLXolPttxY 

User Item Dropoff (User)

Users have the option of dropping items off in the lockers. This can be used for faculty to dropoff their personal copies, for the return of equipment and other fragile items, etc. 

1. Enter the access code on the touchscreen

2. Follow the instructions on the screen

3. A locker door will automatically open

4. Place item(s) inside the locker

5. Close the locker door

More testing needs to be done to ensure the steps for this process are accurate.

Creating a Luxer One Account (User)

Users can create a Luxer One account from either the Luxer One website or the Luxer One app. Their account information can be used to login on both the website and the app. 

Because we are having the users’ information pulled into the Luxer One system or are adding their information into the system manually, users should not need to create an account, but rather an account would be created for them and they would be assigned a temporary password. They can log into their account to change this password.

For more information, see: https://youtu.be/LK2k35bxnZM & https://youtu.be/R55fvZ9LYmA 

Handling Expired Item(s)

When the employee goes to add an item(s) to the lockers, you will receive a notification that an item(s) has the “Return to Sender” status and you will be asked if you would like to remove the item(s). Select yes, the lockers will automatically open, and proceed to do the following: 

1. Remove the item(s) from the locker

   1. Mark as Picked Up from Building Manager > Lockers

2. Check the item(s) in to Alma Library as a return

3. Return the item(s) to the stacks

   1. If the item is a CSU+/ILL item, place the item on the RS shelf

Pick from Shelf Workflow

1. Log in to Alma 

2. Switch to Library - LL CircDesk

3. Navigate to Fulfillment > Pick from Shelf

4. Filter by Request/Process Type > Patron Physical Item Request

5. Select the items you are pulling from the shelf (you can Select All)

6. Click Print Slip

7. Click Quick Print

8. Print slips 

9. Pull book(s) from stacks 

10. Check out item(s) to user(s) 

    1. Ensure location is Library - LL CircDesk

11. User will receive Alma notification that an item has been checked out to them

12. Put book(s) in lockers (see “User Item Request (Employee)”)

If item not found on shelf:

• Select action Convert to Resource Sharing

Open

Convert Request to Mail To Home

If a user first requests locker pickup but later decides on mail to home, email libcirc@csusm.edu with the request/requester information and place the item on the shelf that RS staff is using to drop off items. RS staff will push the due date if needed.

1. US staff will direct user to ILL Book Request Form

2. Remove item(s) from Building Manager

3. Add the Convert to Mail to Home slip with requester name & Place item(s) on a cart adjacent to the cart/shelf that RS staff is using to drop off and pick up items 

4. RS staff will pick up the item(s) and push the due date if needed

Holding a Package

You may receive a notification from the system or from the Luxer customer service department when a user asks for a package to be held. This often happens when a user is on vacation and can’t pick up their package right away.  

When this happens, you have several choices:

1. Remove the item(s) from the locker and store it until the user returns

2. Leave the item(s) in the locker until the user returns

3. Immediately return the item(s) to the stacks

4. Leave the item(s) in the locker until they expire and then return them to the stacks (preferred) 

Locker Maintenance

Audit

It is good practice to make sure all items in the lockers match the content in the Building Manager, especially when the lockers are first installed. This can also be done on an ad-hoc basis. This practice will ensure: 

• You have enough free lockers

• Users get their items

• Items are delivered to the correct users

• Available lockers are actually marked as “available” 

The process for locker maintenance is as follows: 

1. Go to the Building Manager interface and click on the “Lockers” tab.

2. Print the screen.

   1. You can also download and print the PDF or CSV Audit Worksheet. 

3. Go to the locker and log in with your management account and click on “Open All Lockers”  (see “How to open lockers from the screen”).

4. Close every locker that does not have an item in it.

5. Starting with the first item on your print out, make sure that each item actually is in the remaining open lockers and is for the right person.

   1. If the item matches the name on your paper, close the locker.

   2. If the item is actually for a different user, write their name down on a piece of paper, close the locker, and reassign the item later.

6. Repeat this for every item on the list.

7. If there are still items on the list that should be in a locker but were not, enter the access code on the screen to remove those items from the system.

8. If there are items in a locker that are not on the list:

   1. Remove the item from the locker.

   2. Close the locker.

   3. Deliver the item like it is a new request.

For more information, see: https://youtu.be/zfIQRdSQmo8 (Full Audit) & https://youtu.be/jW0g9WyB4n0 (Quick Audit) 

Cleaning/Sanitization

Custodial staff will clean the lockers daily with a milder soap solution (as opposed to the 710 solution, which could damage both the wrap and the lockers’ finished surfaces). They'll also be sanitizing the lockers once weekly with an electrostatic spray (1x weekly is standard for high-touch surfaces on campus using this product). 

For Library employees, alcohol prep pads and/or alcohol-based cleaning wipes will be the best method of sanitizing locker surfaces and the dedicated iPad between uses as needed, and glove wearing is a helpful additional precaution. There is a new hand sanitizer dispenser located by the vending machines (across the 2nd floor entrance portico). There is also a hand sanitizer dispenser by the entrance. 

The inside of the locker slots should be sanitized each time an employee adds an item(s) to the lockers. 

Luxer Locker Cleaning Guide: https://app.luxerone.com/manager/manager_resources/view/29

How to Open Lockers from the Screen

You can open every locker using the screen by following these steps:

1. Touch the screen

2. Enter the iPad Manager Password. 

3. Click on “Open All Lockers” or select a locker and open them one at a time with the “Open Locker” link on each individual locker page. 

4. Make sure to sign out at the end of your session! 

When the screen is used to pick up an item, make sure to clear that item out of the system by entering the code on the screen or by going into Building Manager and changing the status of the item to “Picked Up”.

Open Lockers Manually

Utilize the combo lock pin at the top of each locker tower to manually access the release handle that manually releases all lockers. Enter the pin, turn the dial to the left, and remove the access panel by gently pulling off the panel. Reach in and pull the red latch handle up on the top of the lock. That will release all of doors in that tower. 

When the combo lock release is used to pick up item(s), make sure to clear item(s) out of the system by entering the code on the screen or by going into the Building Manager and changing the item status to “Picked Up”.

Appendix

Q&A (Internal) 

Why Luxer? 

Luxer lockers are cheaper than D-Tech and they have the touch screen capability, which D-Tech doesn't have. Luxer delivers and installs.

How is the wrap being designed? 

Our Communications Specialist is working with the Office of Communications to design a "wrap" for the locker's exterior. The wrap is being subcontracted by Luxer through a 3rd party vendor they use. 

Can we circulate multiple items at once in a single slot? 

Yes.

Does the system track statistics? 

Yes, page 9 of the quote documents Luxer’s robust analytics features.

Are there notifications to staff/patrons if an item hasn't been picked up within X number of days? 

Yes, we can specify the timing and frequency of reminders.

Will other departments be using the lockers to circulate materials?

There is pretty minimal interest at this time. If others would like to use these lockers, their item records will need to be added into Alma and they will need to determine how items will be returned.

Will the software have the ability to catch records that have blocks with no auto override? 

At this time, the US Team would need to check the items out to users either before or after the student picks up the item(s); thus, User Services team members would catch this.

How many iPads do we have for these lockers?

Luxer is providing one. If needed, we can get another iPad.

Will all users be able to access these lockers or only active CSU folks?

During COVID-19, it is best that the Luxer system be used by only CSUSM students, faculty, staff, and possibly San Diego State - this will help maintain campus' goal of minimizing in-person presence on campus.

What if all the lockers are full?

We inform users that we have a turnaround time of 3-5 business days. As such, we could hold items until the next time a locker slot is available (when an item is picked up or expires). If this does not happen within 5 business days, we could offer to mail the item to the user. Also, we could consider shortening the 6-day locker hold or order additional lockers.

Technically we can put items for multiple users in one locker slot, but that would not be ideal because we will be checking items out to users in advance and don’t want someone to take another users’ item.

FAQs (Public)

✔ = Added to LibAnswers

✔ What are CSUSM Library Lockers?

CSUSM Library Lockers are a self-service locker system that allows users to pick up items they have placed on hold. These lockers provide users with a contactless pickup option that is available 24/7!

✔ Where are the CSUSM Library Lockers Located and when can I use them?

CSUSM Library Lockers are located in Craven Circle, outside of the second floor of the Kellogg Library. CSUSM Library Lockers are available 24/7.

✔ Who can use the CSUSM Library Lockers?

Due to the COVID-19 pandemic, picking up materials from the CSUSM Library Lockers is only available to CSUSM students, faculty, and staff. 

✔ What materials can I pick up from the CSUSM Library Lockers? 

You can pick up CSUSM Library books.

We can eventually add “CSU+, and ILL books; CSUSM media; and select CSUSM Library equipment.”

✔ How do I place a request to pick up at the CSUSM Library Lockers? 

1. Navigate to OneSearch on the Library’s Homepage. 

2. Locate the item you would like to request in the catalog

3. Sign in you have not done so already

4. Select Pick up from Library Locker

5. Submit the request form

✔ How long are my items held? What happens if I do not pick up my items in time?

Once an item is placed in a locker, it is available for pickup for 6 days. Items not picked up from the lockers within 6 days of the user receiving the locker pickup notification, the hold will expire and the item will be removed from the locker and placed back in the stacks to be made available to other users. 

✔ How do I collect my items from the CSUSM Library Lockers?

Once you’ve been notified that your items are ready for pickup from the CSUSM Library Lockers, you can follow these steps to collect your items:

1. Go to the Luxer One lockers and scan your QR code, enter your access code, or open the locker from the Luxer One app

2. The assigned locker door will open automatically 

3. Collect your item(s) and close the door

4. Select “Exit” on the screen. 

   1. The screen will time out after 5 minutes of inactivity

✔ How do I see what I have picked up from the CSUSM Library Lockers in the past?

With a Luxer One account, which you can access from the Luxer One website or app, the “Orders” tab will show you a list of any previous picked up items as well as any current items ready for pickup. 

✔ How do I create a Luxer One account? Why do I need a Luxer One account? 

All CSUSM students, faculty, and staff will have a Luxer One account created for them. You will receive an email upon the creation of this account with login information, including a temporary password. Use this information to log in to your account from the Luxer One website and/or app and change your password. The email, username, and password associated with your account can be changed at any time. You also have the option of entering a cell phone number, which will allow you to receive text message alerts in addition to the email alerts. You can also enter a secondary email. The secondary email will receive the same email alerts as the primary email. 

You can also edit your preferences from your account, indicating your accessibility needs (if you need your items in a locker below 4 feet). 

To learn more about your Luxer One account, watch this video: https://youtu.be/LK2k35bxnZM 

✔ How do I know when an item is ready for me to pick up from the CSUSM Library Lockers? 

You will receive an email approximately five minutes after the item is placed in the CSUSM Library Lockers letting you know your item is ready to be picked up. If you have signed into your Luxer One account and entered a cell phone number, you will also receive a text message alert. 

✔ Can I return my materials to the CSUSM Library Lockers?

No, please return your materials to the Library Returns off of Craven Circle. 

✔ I only want some of the items in the locker. Can I leave the items I do not want in the locker?

All items held in your locker will be checked out to you before they are placed in the locker. Thus, if you no longer need an item, it is best that you place them in our Library Returns in Craven Circle to return it. 

✔ How can I access my items in the Library Lockers if I have limited accessibility?

Sign into your Luxer One account from the Luxer website or app and adjust your settings to your needs. You may also add a note when you are placing a hold on an item to alert staff of your needs and we will make the necessary accommodations.

✔ Are you going to sanitize my items and the lockers before I pick my items up? 

When Library materials are returned, we quarantine them for 72 hours before checking them in and returning them to the shelf. CSUSM Library Locker compartments are sanitized before adding new items. Library staff handling these materials and interacting with the CSUSM Library Lockers are following safe handling procedures and wearing appropriate PPE. 

✔ What if all the lockers are full?

We will hold requested items until the next time a locker slot is available. If this does not happen within 5 business days, we will offer to mail the item to you.