ict strategy actions

WHITEHORSE MANNINGHAM LIBRARIES

ICT STRATEGY ACTIONS

2021 – 2025

TABLE OF CONTENTS

Goal 1 - Security & Business Continuity 3

Goal 2 - Innovation & Accessibility 5

Goal 3 - Collaboration & Customer Experience 7

Goal 4 - Value & Asset Management 9

IMPLEMENTATION APPROACH

ANNUAL WORKPLAN

2021 - 2022 11

2022 - 2023 17

2023 - 2024 22

2024 - 2025 27

3 Whitehorse Manningham Libraries - ICT Strategy Actions 2021-2025


Delivering advanced security and seamless business continuity, augmenting network reliability and service quality.

ACTION DESCRIPTION PRIORITY INDICATIVE TIMEFRAME RESPONSIBILITY

1.01 Review and update DR Plan. High Annually ICT Manager

1.02 Implement DR testing schedule inclusive of testing plan templates and timetables.

High 21/22 ICT Manager

1.03 Implement an ICT Governance Committee, with established Terms of Reference, in support of ICT Governance Framework.

High 21/22 CEO & ICT Manager

1.04 Review ICT Governance Framework to ensure continued alignment with ICT Strategy 2021 - 2025.


1.05 Undertake an independent system audit to map system architecture and assess current state, developing a pathway to align with modern technology approaches that support the delivery of key objectives.


1.06 Conduct annual ICT Risk Review, preparing summary report for ICT Governance Committee, and updating WML Risk Register

Medium Annually ICT Manager

1.07 Enable Multifactor Authentication on VPN, Servers and Email. High 21/22 ICT Manager

1.08 Implement 3-2-1-0 backup and replication approach, ensuring a copy of daily backups is stored securely offsite.


1.09 Develop and Rollout a Microsoft 365 Implementation Plan and Timeline, approved by the ICT Governance Committee, that utilises Microsoft 365 Academic Licensing and supports:• uplift of Microsoft Exchange to Cloud• decommissioning of on premises Microsoft Exchange• uplift of Microsoft SharePoint to Cloud• decommission of on premises Microsoft SharePoint• enabling access by external providers to file sharing• enabling user email access via mobile and roaming devices• utilisation of Microsoft Teams• utilisation of Microsoft OneDrive


1.10 Deploy Microsoft 365 Defender in conjunction with Microsoft 365 Implementation Plan, including Cloud App Security, DKIM, and DMARC protection and decommission Cisco Ironport.


1.11 Develop standard operating procedures in support of ICT Security Policy.


GOAL 1 - SECURITY & BUSINESS CONTINUITY

4Whitehorse Manningham Libraries - ICT Strategy Actions 2021-2025


1.12 Develop standard operating procedures in support of ICT Network Operation management and maintenance practices.


1.13 Conduct quarterly User Account Audits, preparing summary report for ICT Governance Board.

High Quarterly ICT Manager

1.14 Implement bi-annual User password cycling controls. Medium Bi-Annual ICT Manager

1.15 Identify risk of total catastrophic failure, with a view to implementing backup options to include cloud, on premises, and /or hybrid, supportive of RTO < 4 Hours in the event of catastrophic equipment failure or site loss.


1.16 Align Security Protocols with Australian Cyber Security Centre’s Essential Eight - Mitigation Level 2.

Medium 22/23 ICT Manager

1.17 Implement a security risk identification process and associated risk register.


1.18 Implement advanced endpoint threat and breach detection tool. Medium 22/23 ICT Manager

1.19 Harden Cisco Umbrella environment, enabling deep packet inspection.


1.20 Review application whitelisting solution and configuration, ensuring it is fit for purpose.


1.21 Deploy RADIUS or DPSK to Staff WiFi, enabling Captive Portal and Multifactor Authentication.


1.22 Implement Remote Desktop Manager solution. Medium 22/23 ICT Manager

1.23 Develop standard operating procedures in support of User Management Policy, documenting and implementing User Onboarding and Offboarding Procedure.

Medium 22/23 Corporate Services & ICT Managers

1.24 Implement IT Knowledge base to support IT Documentation. Medium 22/23 ICT Manager

1.25 Investigate backup connections to library branches in the event of MPLS failure.


1.26 Undertake internal and external network penetration testing. Medium 23/24 ICT Manager

1.27 Investigate public DNS hosting options. Low 23/24 ICT Manager

1.28 Deploy Endpoint Management to all devices, supporting access outside of the WML network.


1.29 Utilise a Network and Security SIEM for Log Collection. Medium 23/24 ICT Manager

1.30 Deploy Password Manager. Low 24/25 ICT Manager



2.01 ICT Staff to undertake Microsoft Certification relevant to WML network technologies.

High 21/22 Corporate Services & ICT Managers

2.02 ICT Staff to identify, plan, and undertake, annual, externally delivered, training and professional development in contemporary and emerging technologies.

Medium Annually Corporate Services & ICT Managers

2.03 ICT Staff to undertake manual handling training. Medium Biennially ICT Manager & Coordinator Operations Support

2.04 Maintain and store ICT contract documentation within CM9, reviewing licencing requirements and allocations within the ICT Team.

Medium Ongoing ICT Manager

2.05 ICT Staff to undertake Cisco Certification relevant to WML network technologies.


2.06 Conduct an OHS Audit of ICT area and manual handling requirements.

Medium 23/24 ICT Manager & Coordinator Operations Support

2.07 Plan deployment of, and implement, Windows 11. Medium 23/24 ICT Manager

2.08 Implement voicemail to email functionality. Medium 23/24 ICT Manager

2.09 Review solutions alongside the viability of implementing a Unified Wallet for printing fees, reservations, and fines.

Medium 23/24 Library Operations & ICT Managers

2.10 Review library technology standards for people with disabilities, investigating text to speech, magnifying glass and background colours.


2.11 Review the viability of implementing pod casting technologies within training room facilities with a view to make available for hire by patrons and community groups.

Medium 23/24 ICT Manager & Coordinator Partnerships & Programs


Fostering innovation and leveraging flexible accessibility, cultivating growth and capability.

GOAL 2 - INNOVATION & ACCESSIBILITY



2.12 Review the viability of implementing video conferencing technologies within training room facilities with a view to make available for hire by patrons and community groups.

Medium 23/24 Finance & ICT Managers

2.13 Integrate status presence for Microsoft Exchange and phone system.

Low 24/25 ICT Manager

2.14 Implement remote management solution for accessing devices.


2.15 Explore and engage in Public Wifi education partnership opportunities.

Low 24/25 ICT Manager & Coordinator Partnerships & Programs

2.16 Review the viability, potential engagement, and benefits of using Library Digital Signage.

Medium 24/25 ICT Manager & Coordinator Marketing & Communication

2.17 Investigate viability of a roaming device model to expand patron usage of technology.


2.18 Conduct a review of Current ICT Status and develop an ICT Strategy 2025 - 2029.

Medium 24/25 CEO & ICT Manager



3.01 Review current Helpdesk Management solution with the view to implementing a modernised solution capable of, at minimum:• categorising tickets• automated communication of ticket status with users• tracking progress against Service Level Agreements • generating quantifiable reports


3.02 Implement business supportive ICT Service Level Agreements inclusive of scope, categorisation, and associated ICT response time.


3.03 Schedule and attend fortnightly ICT onsite support visits at each branch.


3.04 Ensure ICT Helpdesk is manned and accessible by phone across WML business hours, with phone diversions in place to support after hours ICT requests.


3.05 Maintain a ‘bookable’ ICT onsite support model for public events at branches.


3.06 ICT Manager to attend Branch Meetings. Medium Quarterly Library Operations & ICT Managers

3.07 Develop standard operating procedures and relevant communication templates in support of Change Management Policy, including Business Escalation pathways.

High 21/22 Library Operations & ICT Managers

3.08 Develop and implement ICT communication plan to facilitate better end user communication.

High 21/22 ICT Manager & Coordinator Marketing & Communication

3.09 Develop a customer satisfaction protocol, including complaints handling procedures.


3.10 Implement customer satisfaction tool capable of capturing real time ICT support ticket feedback.



Driving collaboration and enhancing customer experience, building relationships, and supporting unified, open, communication.

GOAL 3 - COLLABORATION & CUSTOMER EXPERIENCE



3.11 Review ICT Helpdesk reporting and support ticket feedback to inform User training and online ICT FAQs.


3.12 Rewrite, and update quarterly, online ICT FAQs. Medium Quarterly ICT Manager

3.13 ICT Staff to host quarterly ‘Lunch and Learn’ training sessions in line with online ICT FAQs.

Low Quarterly ICT Manager

3.14 Develop user training plans for all new hardware and business applications prior to deployment and gain endorsement by the ICT Governance Board.

High Ongoing ICT Manager

3.15 Send quarterly ICT Security newsletters, utilising the WML Staff Newsletter.

Medium Quarterly ICT Manager & Coordinator Operations Support

3.16 Develop and implement ticket dispatch standard operating procedure.


3.17 Implement ticket escalation matrix for use within ICT Team. Medium 22/23 ICT Manager

3.18 Undertake a business application audit, mapping business applications and documenting both business and technical ownership arrangements.


3.19 Develop User Acceptance Testing standard operating procedures, for use with branch IT champions, prior to deployment of new hardware and business applications.


3.20 Investigate feasibility of appointing an appropriately trained ICT champion, per branch.


3.21 Implement user phishing simulation and training capabilities. Medium 24/25 CEO & ICT Manager



4.01 Develop a Software Licensing standard in alignment with job role and business function.


4.02 Establish and maintain a Software Licensing Register. High 21/22 ICT Manager

4.03 Audit quarterly, all Software Licencing, revoking licensing as required.

High Quarterly Corporate Services & ICT Managers

4.04 Audit and reconcile the ICT Asset Register, bi-annually. High Bi-Annually ICT Manager

4.05 Asset tag and record all new ICT hardware on the ICT Asset Register.

High Ongoing ICT Manager

4.06 Schedule Test & Tag of all ICT hardware across all branches and sites.

Medium Annually ICT Manager & Coordinator Operations Support

4.07 Review quarterly, and update, the Vendor Register. Medium Quarterly ICT Manager

4.08 Ensure vendors are supportive of sustainable, environmentally conscious, disposal practices and recycling programs.


4.09 Co-ordinate Toner and Cartridge recycling programs for all branches and sites.


4.10 Develop and implement Technology Standards and Hardware Ratios Policy, aligning to a 5 Year Replacement Schedule.


4.11 Implement and maintain an ICT Service Catalogue. High 22/23 ICT Manager

4.12 Review branch ICT spares requirements with the view to establishing cost benefit of deploying ICT spares kits to larger branches.


4.13 Develop and implement AV & Television Standards and Ratios Policy, working with business to establish appropriate replacement schedules.



Ensuring economic value realisation and asset optimisation.

GOAL 4 - VALUE & ASSET MANAGEMENT



4.14 Review branch Multimedia requirements with the view to establishing cost benefit of deploying Multimedia kits to each branch.


4.15 Conduct Cost Benefit Analysis on MPLS network and review against SDWAN approach, with GB internet at each branch, in conjunction with telephony provider agreement renewals, and in line with recommendations from independent system audit.


4.16 Monitor Public PC bookings, with the view to reallocate and redeploy equipment as required to respond to service demands.

Low 23/24 Library Operations & ICT Managers

4.17 Replace ICT hardware, in alignment with developed Technology Standards and Hardware Ratios Policy.


4.18 Conduct Cost Benefit Analysis on network infrastructure equipment purchases, ensuring value realisation.


4.19 Investigate migration of NTP service to primary domain controller.


4.20 Review ongoing requirement for Coin Boxes. Low 24/25 Library Operations & ICT Managers




ACTION DESCRIPTION PRIORITY INDICATIVE TIMEFRAME RESPONSIBILITY PERFORMANCE

MEASURES

1.01 Review and update DR Plan. High Annually ICT Manager Updates endorsed by ICT Governance Committee.

1.02 Implement DR testing schedule inclusive of testing plan templates and timetables.

High 21/22 ICT Manager Schedule endorsed by ICT Governance Committee.

Summary report prepared for, reviewed, and understood by ICT Governance Committee.

1.03 Implement an ICT Governance Committee, with established Terms of Reference, in support of ICT Governance Framework.


ICT Governance Committee established with Senior Management Team endorsed Terms of Reference.

1.04 Review ICT Governance Framework to ensure continued alignment with ICT Strategy 2021 - 2025.

High 21/22 CEO ICT Governance Framework updated, and Library Board endorsed.

1.05 Undertake an independent system audit to map system architecture and assess current state, developing a pathway to align with modern technology approaches that support the delivery of key objectives.

High 21/22 ICT Manager RFP process endorsed and overseen by ICT Governance Committee.

Findings reviewed and understood by ICT Governance Committee.

1.06 Conduct annual ICT Risk Review, preparing summary report for ICT Governance Committee, and updating WML Risk Register.

Medium Annually ICT Manager WML Risk Register updated, reviewed, and understood by ICT Governance Committee.

1.07 Enable Multifactor Authentication on VPN, Servers and Email.

High 21/22 ICT Manager Summary report prepared for, reviewed, and understood by ICT Governance Committee.

WML Risk Register updated, reviewed, and understood by ICT Governance Committee.

2021 - 2022ANNUAL WORKPLAN



MEASURES

1.08 Implement 3-2-1-0 backup and replication approach, ensuring a copy of daily backups is stored securely offsite.

High 21/22 ICT Manager Captured within DR Testing schedule, reviewed and understood by ICT Governance Committee. WML Risk Register updated, reviewed, and understood by ICT Governance Committee.

1.09 Develop and Rollout a Microsoft 365 Implementation Plan and Timeline, approved by the ICT Governance Committee, that utilises Microsoft 365 Academic Licensing and supports:• uplift of Microsoft

Exchange to Cloud• decommissioning of

on premises Microsoft Exchange

• uplift of Microsoft SharePoint to Cloud

• decommission of on premises Microsoft SharePoint

• enabling access by external providers to file sharing

• enabling user email access via mobile and roaming devices

• utilisation of Microsoft Teams

• utilisation of Microsoft OneDrive

High 21/22 ICT Manager Implementation Plan and Timeline developed and endorsed by ICT Governance Committee.

Implementation Plan rolled out in accordance with Timeline.

Project Summary reviewed, and accepted by, ICT Governance Committee.


1.10 Deploy Microsoft 365 Defender in conjunction with Microsoft 365 Implementation Plan, including Cloud App Security, DKIM, and DMARC protection and decommission Cisco Ironport.



1.11 Develop standard operating procedures in support of ICT Security Policy.

High 21/22 ICT Manager Standard Operating Procedures documented and stored within CM9, verifiable by ICT Governance Committee.



MEASURES

1.12 Develop standard operating procedures in support of ICT Network Operation management and maintenance practices.

High 21/22 ICT Manager Standard Operating Procedures documented and stored within CM9, verifiable by ICT Governance Committee.




1.14 Implement bi-annual User password cycling controls.

Medium Bi-Annually ICT Manager Annual Update provided to ICT Governance Committee.

2.01 ICT Staff to undertake Microsoft Certification relevant to WML network technologies.


Captured and monitored under employee Personal Development Plans.

2.02 ICT Staff to identify, plan, and undertake, annual, externally delivered, training and professional development in contemporary and emerging technologies.



2.03 ICT Staff to undertake manual handling training.

Medium Biennially ICT Manager & Coordinator Operations Support



Medium Ongoing ICT Manager Documented and stored within CM9, verifiable by ICT Governance Committee.

2.14 Implement remote management solution for accessing devices.


3.01 Review current Helpdesk Management solution with the view to implementing a modernised solution capable of, at minimum:• categorising tickets• automated

communication of ticket status with users

• tracking progress against Service Level Agreements

• generating quantifiable reports




MEASURES

3.02 Implement business supportive ICT Service Level Agreements inclusive of scope, categorisation, and associated ICT response time.

High 21/22 ICT Manager ICT Service Level Agreements endorsed by ICT Governance Committee.

Quarterly Update provided to ICT Governance Committee regarding adherence to ICT Service Level Agreements.

3.03 Schedule and attend fortnightly ICT onsite support visits at each branch.


Visits summary relayed to ICT Governance Committee Quarterly.


Medium Ongoing ICT Manager Summary report prepared for, reviewed, and understood by ICT Governance Committee.

3.05 Maintain a ‘bookable’ ICT onsite support model for public events at branches.


Events summary relayed to ICT Governance Committee Quarterly.

3.06 ICT Manager to attend Branch Meetings.

Medium Quarterly Library Operations & ICT Managers


3.07 Develop standard operating procedures and relevant communication templates in support of Change Management Policy, including Business Escalation pathways.

High 21/22 Library Operations & ICT Managers

Standard Operating Procedures documented and stored within CM9, verifiable by ICT Governance Committee.

3.08 Develop and implement ICT communication plan to facilitate better end user communication.

High 21/22 ICT Manager & Coordinator Marketing & Communication

Communication Plan developed and endorsed by ICT Governance Committee.

Implementation Summary reviewed, and accepted, by ICT Governance Committee.

Annual Update provided to ICT Governance Committee.



MEASURES

3.09 Develop a customer satisfaction protocol, including complaints handling procedures.


Customer Satisfaction protocol developed and endorsed by ICT Governance Committee.

Complaints summary prepared for, reviewed, and accepted by, ICT Governance Committee Quarterly.

3.10 Implement customer satisfaction tool capable of capturing real time ICT support ticket feedback.

High 21/22 ICT Manager Customer Satisfaction tool is endorsed by ICT Governance Committee.

Feedback summary prepared for, reviewed, and accepted by, ICT Governance Committee Quarterly.

3.11 Review ICT Helpdesk reporting and support ticket feedback to inform user training and online ICT FAQs.

Medium Ongoing ICT Manager Ticket Summary Report prepared for, reviewed, and accepted by, ICT Governance Committee Quarterly.

3.12 Rewrite, and update quarterly, online ICT FAQs.

Medium Quarterly ICT Manager FAQ’s updated and stored within SharePoint, verifiable by ICT Governance Committee.


Low Quarterly ICT Manager Sessions summary relayed to ICT Governance Committee Quarterly.


High Ongoing ICT Manager Training Plans reviewed and endorsed by ICT Governance Committee.



Quarterly Update provided to ICT Governance Committee.



Standard reviewed and accepted by ICT Governance Committee.



MEASURES

4.02 Establish and maintain a Software Licensing Register.

High 21/22 ICT Manager Register reviewed and accepted by ICT Governance Committee.





4.04 Audit and reconcile the ICT Asset Register, bi-annually.

High Bi-Annually ICT Manager Annual Update provided to ICT Governance Committee.


High Ongoing ICT Manager Annual Update provided to ICT Governance Committee.




4.07 Review quarterly, and update, the Vendor Register.

Medium Quarterly ICT Manager Annual Update provided to ICT Governance Committee.


Medium Ongoing ICT Manager Annual Update provided to ICT Governance Committee.



N/A Prepare and present an ICT Quarterly Progress Report summarising progress towards the ICT Strategy 2021 – 2025 Goals and Actions identifying key outcomes.

Medium Quarterly ICT Manager Quarterly Report reviewed and accepted by ICT Governance Committee.

Quarterly Report prepared for, reviewed, and understood by Library Board.


ACTION DESCRIPTION PRIORITY INDICATIVE TIMEFRAME RESPONSIBILITY PERFORMANCE MEASURES






Summary report prepared for, reviewed and understood by ICT Governance Committee.



1.15 Identify risk of total catastrophic failure, with a view to implementing backup options to include cloud, on premises, and /or hybrid, supportive of RTO < 4 Hours in the event of catastrophic equipment failure or site loss.

High 22/23 ICT Manager Risk Parameters accepted and endorsed by ICT Governance Committee and Audit Committee.

Implementation Summary reviewed, understood, and accepted by ICT Governance Committee and Audit Committee.


1.16 Align Security Protocols with Australian Cyber Security Centre’s Essential Eight - Mitigation Level 2.

Medium 22/23 ICT Manager Alignment measures accepted and endorsed by ICT Governance Committee and Audit Committee.

Implementation Summary reviewed, understood, and accepted by ICT Governance Committee and Audit Committee.





1.17 Implementation Summary reviewed, understood, and accepted by ICT Governance Committee and Audit Committee.

High 21/22 ICT Manager Security Risk Identification Process reviewed, understood, and accepted by ICT Governance Committee and Audit Committee.

Security Risk Register Quarterly Update provided to ICT Governance Committee.

1.18 Implement advanced endpoint threat and breach detection tool.

Medium 22/23 ICT Manager Summary report prepared for, reviewed, and understood by ICT Governance Committee.


1.19 Harden Cisco Umbrella environment, enabling deep packet inspection.



1.20 Review application whitelisting solution and configuration, ensuring it is fit for purpose.


1.21 Deploy RADIUS or DPSK to Staff WiFi, enabling Captive Portal and Multifactor Authentication.



1.22 Implement Remote Desktop Manager solution.




1.23 Develop standard operating procedures in support of User Management Policy, documenting and implement User Onboarding and Offboarding Procedure.


Standard Operating Procedures documented and stored within CM9, verifiable by ICT Governance Committee.

1.24 Implement IT Knowledge base to support IT Documentation.


2.02 ICT Staff to identify, plan, and undertake annual externally delivered training and professional development in contemporary and emerging technologies.





2.05 ICT staff to undertake Cisco Certification relevant to WML network technologies.













Low Quarterly ICT Manager Quarterly Update provided to ICT Governance Committee.





3.15 Send quarterly ICT security newsletters, utilising the WML Staff Newsletter.



3.16 Develop and implement ticket dispatch standard operating procedure.

Medium 22/23 ICT Manager Documented and stored within CM9, verifiable by ICT Governance Committee.

3.17 Implement ticket escalation matrix for use within ICT Team.

Medium 22/23 ICT Manager Escalation Matrix reviewed, and understood by ICT Governance Committee.

3.18 Undertake a business application audit, mapping business applications and documenting both business and technical ownership arrangements.


Application Map accepted and endorsed by ICT Governance Committee and Senior Management Team.

3.19 Develop User Acceptance Testing standard operating procedures, for use with branch IT champions, prior to deployment of new hardware and business applications.


Standard Operation Procedure endorsed by ICT Governance Committee.

Testing Plans reviewed and endorsed by ICT Governance Committee.



















4.10 Develop and implement Technology Standards and Hardware Ratios Policy, aligning to a 5 Year Replacement Schedule.


Standards and Ratios accepted and endorsed by ICT Governance Committee and Senior Management Team.

4.11 Implement and maintain an ICT Service Catalogue.

High 22/23 ICT Manager ICT Service Catalogue updated and stored within SharePoint, verifiable by ICT Governance Committee.

4.12 Review branch ICT spares requirements with the view to establishing cost benefit of deploying ICT spares kits to larger branches.

Medium 22/23 ICT Manager Summary of Findings, Cost Benefit Analysis, and Recommendation Report prepared for, and endorsed by ICT Governance Committee.

4.13 Develop and implement AV & Television Standards and Ratios Policy, working with business to establish appropriate replacement schedules.


Standards and Ratios accepted and endorsed by ICT Governance Committee and Senior Management Team.

4.14 Review branch Multimedia requirements with the view to establishing cost benefit of deploying Multimedia kits to each branch.


Summary of Findings, Cost Benefit Analysis, and Recommendation Report prepared for, and endorsed by ICT Governance Committee.

4.15 Review and consolidate Hyper V and VM machine infrastructure numbers to reduce footprint.

Medium 22/23 ICT Manager Annual Update provided to ICT Governance Committee.






MEASURES









1.25 Investigate backup connections to library branches in the event of MPLS failure.


1.26 Undertake internal and external network penetration testing.

Medium 23/24 ICT Manager RFP process endorsed and overseen by ICT Governance Committee.

Findings reviewed and understood by ICT Governance Committee.





MEASURES

1.27 Investigate public DNS hosting options.

Low 23/24 ICT Manager Summary of Findings, Cost Benefit Analysis, and Recommendation Report prepared for, and endorsed by ICT Governance Committee.

1.28 Deploy Endpoint Management to all devices, supporting access outside of the WML network.


1.29 Utilise a Network and Security SIEM for Log Collection.



2.02 ICT staff to identify, plan, and undertake, annual, externally delivered, training and professional development in contemporary and emerging technologies.



2.03 ICT staff to undertake manual handling training.

Medium Biennially ICT Manager & Coordinator Operations Support




2.06 Conduct an OHS Audit of ICT area and manual handling requirements.

Medium 23/24 ICT Manager & Coordinator Operations Support

Summary report prepared for, reviewed, and understood by OHS Committee.



MEASURES

2.07 Plan deployment of, and implement, Windows 11.

Medium 23/24 ICT Manager Implementation Plan and Timeline developed and endorsed by ICT Governance Committee.


Project Summary reviewed, and accepted, by ICT Governance Committee.

2.08 Implement voicemail to email functionality.


2.09 Review solutions alongside the viability of implementing a Unified Wallet for printing fees, reservations, and fines.



2.10 Review library technology standards for people with disabilities, investigating text to speech, magnifying glass and background colours.



2.11 Review the viability of implementing pod casting technologies within training room facilities with a view to make available for hire by patrons and community groups.



2.12 Review the viability of implementing video conferencing technologies within training room facilities with a view to make available for hire by patrons and community groups.

Medium 23/24 Finance & ICT Managers




MEASURES

















3.20 Investigate feasibility of appointing an appropriately trained ICT champion, per branch.










MEASURES












4.16 Conduct Cost Benefit Analysis on MPLS network and review against SDWAN approach, with GB internet at each branch, in conjunction with telephony provider agreement renewals, and in line with recommendations from independent system audit.

High 23/24 CEO & ICT Manager Summary of Findings, Cost Benefit Analysis, and Recommendation Report prepared for, and endorsed by, ICT Governance Committee.

Recommendation Report prepared for, and endorsed by, Library Board.

4.17 Monitor Public PC bookings, with the view to reallocate and redeploy equipment as required to respond to service demands.








MEASURES









1.30 Deploy Password Manager. Low 24/25 ICT Manager Implementation Plan and Timeline developed and endorsed by ICT Governance Committee



2.02 ICT Staff to identify, plan, and undertake annual externally delivered training and professional development in contemporary and emerging technologies.





2.13 Integrate status presence for Microsoft Exchange and phone system.

Low 24/25 ICT Manager Confirmation provided to ICT Governance Committee.




MEASURES

2.15 Explore and engage in Public Wifi education partnership opportunities.

Low 24/25 ICT Manager & Coordinator Partnerships & Programs

Summary of Findings and Recommendation Report prepared for, and endorsed by, ICT Governance Committee.

2.16 Review the viability, potential engagement, and benefits of using Library Digital Signage.

Medium 24/25 ICT Manager & Coordinator Marketing & Communication


2.17 Investigate viability of a roaming device model to expand patron usage of technology.



2.18 Conduct a review of Current ICT Status and develop an ICT Strategy 2025 - 2029.


ICT Strategy 2025 – 2029 accepted by ICT Governance Committee.














MEASURES






3.21 Implement user phishing simulation and training capabilities.


Summary of Simulation Findings prepared for, and endorsed by, ICT Governance Committee.



















MEASURES

4.18 Replace ICT hardware, in alignment with developed Technology Standards and Hardware Ratios Policy.

Medium 24/25 ICT Manager Implementation Plan and Timeline developed and endorsed by ICT Governance Committee.



4.19 Conduct Cost Benefit Analysis on network infrastructure equipment purchases, ensuring value realisation.



4.20 Investigate migration of NTP service to primary domain controller.


4.21 Review ongoing requirement for Coin Boxes.





Quarterly Report prepared for, reviewed, and understood by Library Board

WHITEHORSE MANNINGHAM LIBRARIES

ICT STRATEGY ACTIONS

2021 – 2025

ict strategy actions

Documents