Casa Grande Public Library

Information Technology Service Level Agreement


Introduction


Patron access to the all of the significant information resources within the Casa Grande Public Library relies heavily on Information Technologies, such as public access computers. This expanding portfolio of resources includes the library catalog, online databases, web resources and remote library services.


Sustaining patron access to these resources depends on the proactive management of the Library’s Information Technology environment: the selection, deployment, ongoing maintenance, and needed expansion of public access computer systems and software, staff workstations and applications, the library’s networks, servers and administrative software and procedures.


This document, called a Service Level Agreement, strives to assure that, within the boundaries of staffing levels, budget and support service constraints, the Information Technology (IT) Services provided by the Casa Grande Public Library:


1. Address the views of library users on their Information Technology needs;


2. Maintain an appropriate level of patron IT services to meet those needs;


3. Employ a monitoring process to address changing and evolving users’ needs;


4. Deliver appropriate staff focused IT support services to sustain user services;


This Agreement specifically addresses patron and staff access to the Library’s IT infrastructure and documents the expectations of quality service and appropriate corrective action when problems arise. It does not address expectations regarding other Library Services or external Information Technology or Services outside the Library’s mission statement.


This Agreement is reviewed annually both within the Library and with the Library Board. This review process incorporates comments received throughout the year from the library suggestion box, periodic user satisfaction surveys, and through formal and informal contacts with library users.


This agreement was last reviewed in May 2007.



Service name

Electronic Resources and Library Website

(Library Primary)

Basic description

A collection of online databases and other electronic resources.

A web site to provide information about the Library and links to services and other sources of information.

Eligibility

All registered Library users. Limited access for visitors online.

Library responsibility

Work with selected vendors to:


  • Provide and maintain network access to a collection of online databases and other electronic resources

  • Ensure that network access to these resources is available through public access computers and staff workstations

  • Provide basic patron training sessions and documentation for these resources and services as appropriate;

  • Liaise with Library users;


The Library website will provide:

  • Basic information about all library services and collections;

  • Links to the Library catalog, online databases and other electronic resources;

  • News about new Library programs and projects;

  • Links to other sources of information on the Internet


User responsibility

Library users should:


  • Use the electronic resources and Casa Grande Public Library website in accordance with Library policies and guidelines.

  • Take advantage of training opportunities to improve their skills in using electronic resources and the Library webpage.

Service charges

N/A

Service hours

Available via public access computers during library hours.

Available 24 hours a day, 365 days a year, apart from scheduled outages via the Library’s public Internet webpage.

Service targets

Online electronic resources: available 95% of service hours.

Updates made within two weeks of delivery.

The web pages will be updated regularly and all links will be checked at least quarterly.

Service statistics

Reservation system statistics, Web access statistics.



Service name

Library Catalog

(Library Primary)

Basic description

An online public catalog of Library materials available via public access computers, staff workstations and the Library webpage.

Eligibility

All registered Library users. Limited access for visitors online.

Library responsibility

The Library will:


  • Ensure that the catalog provides adequate bibliographic information to identify and locate all items, as well as availability/loan information where applicable.

  • Provide basic Library user training, and printed guidesheets to assist in the use of the catalog, as well as basic assistance with catalog enquiries at the Library Helpdesk;

  • Troubleshoot problems with the Library Card catalog, and correct any common errors

  • Refer unresolved problems to the appropriate Library Technology Staff or submit a support request directly to Library IT Support Servicesthe IT Department Helpdesk system.

  • Provide a web-based version of the catalog to serve remote users


Library Technology Staff will:


  • Troubleshoot problems with the Library Card catalog, and correct any common errors

  • Refer Report unresolved computer hardware, wireless networking and network problems througho the Library IT Support Services staffIT Department Helpdesk system.

  • Refer unresolved problems with the Library card catalog to the responsible vendor.



Library IT Support ServicesThe Information Technology Department will:


  • When necessary, work with the Library Information Technology Services Managerstaff and Library catalog vendor to address unresolved problems.

User responsibility

Users of the Library catalog should:

  • Familiarise themselves with the use of the catalog through self study, printed guidesheets, and/or by attending an appropriate basic Library user training session;

  • Use the Library catalog onsite and via the Casa Grande Public Library website in accordance with Library policies and guidelines.

Service charges

N/A

Service hours

Available via public access computers during library hours.

Library catalog available 24 hours a day, 365 days a year, apart from scheduled outages, via the Library’s public Internet webpage.

Service targets

  • New books and materials to be electronically catalogued as they are added to the shelves

  • Catalog available 95% of service hours.

Service statistics

Items cataloged.



Service name

Public Access Computers

(Both IT and Library)

Basic description

Public access computers, available throughout the library, connect users to the Library catalog, reservation system, desktop applications and other electronic resources.

Eligibility

All registered Library users.

Library responsibility

The Library will:


  • Direct library users in reserving public access computers via the Reservation System

  • Provide basic Library user training and printed guidesheets to assist in the use of the public access computers

  • Troubleshoot problems with public access computers, printers or applications and correct any common errors.

  • Refer unresolved problems to appropriate the Library Technology Staff or directly througho Library IT Support Servicesthe IT Department Helpdesk system.

  • Document and deliver suggestions in regards improving/expanding Information technology and services, library staff and/or end user training to the Library Information Technology Service ManagerLibrary management staff.


Library Technology Staff will:


  • Troubleshoot problems with public access computers, and correct any common errors

  • Refer Report unresolved computer hardware, wireless networking and network problems to through the Library IT Support Services staff.IT Department Helpdesk system.

  • Refer unresolved problems with the Library card catalog or reservation system applications to the responsible vendor.

  • Place all library public access computers on a regular replacement schedule.

  • Make available four spare library public access computers so that computers with unresolvable issues can be replaced within one business day.

  • Address unresolved problems with public access computers by replacing the existing computer and referring reporting the problem computer throughto the IT Department Helpdesk system.IT.


Library IT Support ServicesThe Information Technology Department will:


  • Respond to Helpdesk requests concerning unresolved problems with public access computers and correct as necessary.

User responsibility

Users of the Library public access computers should:


  • Familiarise themselves with the use of the public access computers through self study, printed guidesheets, and/or by attending an appropriate basic Library user training session;

  • Use the Library public access computers in accordance with Library policies and guidelines.

Service charges

N/A

Service hours

Available during normal library hours.

Service targets

Available 95% of service hours

Service statistics

Reservation system statistics, Web access statistics.



Service name

Staff Workstations

(Library/IT)

Basic description

Staff workstations, available in staff work areas and at the help desk, provide staff access to the Library catalog, reservation system, desktop applications and other electronic resources. This document will be incorporated with IT’s existing response time for general city workstation issues.

Eligibility

No direct public access; Staff access.

Library responsibility

The Library will:


  • Provide staff workstations and applications necessary to support the Library’s public service mandate

  • Troubleshoot problems with staff workstations, printers or applications and correct any common errors.

  • Refer unresolved problems to the appropriate Library Technology Staff or directly through the IT department Helpdesk system.o Library IT Support Services


Library Technology Staff will:


  • Troubleshoot problems with staff workstations, and correct any common errors

  • Refer Report unresolved computer hardware, wireless networking and network problems througho the Library IT Support Services staff.IT Department Helpdesk system.

  • Refer unresolved problems with the Library card catalog or reservation system applications to the responsible vendor.


Library IT Support Services The Information Technology Department will:


  • Respond to Helpdesk requests for help with unresolved problems with staff workstations, within one business day.

  • Suggest, specify and deploy standardized hardware upgrades for staff workstations as funding allows

User responsibility

  • Refer problems to the appropriate Library IT Services managerstaff for resolution

Service charges

N/A

Service hours

Available 24 hours a day, 365 days a year, apart from scheduled outages.

Service targets

Available 95% of service hours

Service statistics

Network logs, Web access statistics.



Service name

Library Resource Reservation System

(Library Primary)

Basic description

Online Library application used by Library patrons to reserve public access computers, using their patron barcode numbers. To better manage user demand, one hour time limits are imposed on these sessions.

Eligibility

All registered Library users.

Library responsibility


The Library will:


  • Manage the Library Resource Reservation System in providing equal access to public access computers in the Casa Grande Public Library

  • Provide basic Library user training, and printed guidesheets to assist in the use of the reservation system

  • Troubleshoot problems with the Library Resource Reservation System and correct any common errors

  • Refer Report unresolved problems to the appropriate Library Technology Staff or directly through the IT Department Helpdesk systemto Library IT Support Services

  • Provide a web-based version of the catalog to serve remote users


Library Technology Staff will:


  • Troubleshoot problems with the Library Resource Reservation System, and correct any common errors

  • Refer Report unresolved computer hardware, wireless networking and network problems to through the Library IT Support Services staff.IT Department Helpdesk system.

  • Refer unresolved problems with the Library Resource Reservation system software to the responsible vendor.


Library IT SupportThe Information Technology Department Services will:


  • When necessary, work with the Library Information Technology Services Manager and the Library Resource Reservation System vendor to address unresolved problems.

User responsibility

  • Refer problems with the Library Resource Reservation system to Library staff

Service charges

N/A

Service hours

Available during normal library hours.

Service targets

Available 95% of service hours

Service statistics

Reservation system statistics, Web access statistics.



Service name

Library Network, Servers and Wireless Networking

(Library/IT)

Basic description

The infrastructure of hardware, cabling and software that enables all Library networked computing activity.

Eligibility

No direct public access; Staff access.

Library responsibility


The Library will:


  • Direct library users in reserving public access computers via the Reservation System

  • Provide basic Library user training, and printed guidesheets to assist in the use of the public access computers

  • Troubleshoot problems with public access computers, printers or applications and correct any common errors.

  • Refer unresolved problems to the appropriate Library Technology Staff or directly to Library IT Support Servicesthrough the IT Department Helpdesk system.

  • Inform the IT Department of all planned implementations of new technology.


Library Technology Staff will:


  • Troubleshoot problems with public access computers, and correct any common errors

  • Refer Report unresolved computer hardware, wireless networking and network problems to through the Library IT Support Services staff.IT Department Helpdesk system.

  • Report after-hours critical downtime issues using the Information Technology after-hours phone number.

  • Make keys available to all areas housing information technology.

  • Refer unresolved problems with the Library catalog or Resource Reservation System applications to the responsible vendor.


Library IT Support Services The Information Technology Department will:


  • When necessary, work with the Library Information Technology Services Manager and the responsible vendor to address unresolved problems.

  • Maintain and routinely update troubleshooting instructions available to all IT staff.

User responsibility

  • Refer problems with the Library catalog or Resource Reservation System to Library staff

Service charges

N/A

Service hours

Available 24 hours a day, 365 days a year, apart from scheduled outages.

Service targets

Available 95% of service hours

Service statistics

Network usage and Server Logs; Vendor, Application statistics.



Service name

Wireless Networking

Basic description

Wireless networking services available to users with computers with wireless hardware.

Eligibility

All suitably equipped registered Library users.

Library responsibility

The Library will:


  • Provide wireless network access to electronic Library resources to users suitably equipped with wireless laptops.

  • Provide basic configuration support and printed guidesheets to assist users in connecting to the wireless network.


Library IT Support ServicesThe Information Technology Department will:


  • Work with Library staff to provide wireless network access to electronic Library resources to users suitably equipped with wireless laptops.

  • Address wireless network outages within one business day

User responsibility

Users of the Library wireless network should:

  • Familiarize themselves with the adjustment of wireless connectivity settings for their hardware, if intending to use a laptop in the library.

  • Use the wireless network at the Casa Grande Public Library in accordance with Library policies and guidelines.

Service charges

N/A

Service hours

Available during normal library hours

Service targets

Available 95% of service hours

Service statistics

Network usage and Server Logs;