Abstract
As the academic library landscape evolves to meet new challenges, many libraries are rethinking their public services models. In 2009, the University of California, Santa Cruz (UCSC) Library began contemplating major changes to public services as a part of planning for a new service desk in a renovated library. With a history of embracing change, Access Services was a model for examining other services within the library. This article, authored by the then two Heads of Access Services at UCSC, provides a practical examination of the collaborative process implemented for rethinking public services and integrating service desks, as well as the benefits and challenges uncovered during the process.