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The City Of Sydney, Sydney, New South Wales, Australia: Public Access IT

Company: The City Of Sydney
Company Description: An international city, Sydney is seen as the gateway to Australia. The City of Sydney is one of the largest councils in New South Wales, with employees numbering more than 2,200 and servicing over 246000 residents. The Council has a strong focus on sustainability, cultural activities and continues to always keep our community at the heart of everything we do.
Nomination Category: Product & Service Categories - Business Technology Solutions
Nomination Sub Category: Infrastructure as a Service
2024 Stevie Winner Nomination Title: Public Access IT
  1. Which will you submit for your nomination in this category, a video of up to five (5) minutes in length about the the nominated new or new-version product or service, OR written answers to the questions for this category? (Choose one):
    Written answers to the questions
  2. If you are submitting a video of up to five (5) minutes in length, provide the URL of the nominated video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video.

     

  3. If you are providing written answers for your submission, you must provide an answer to this first question: If this is a brand-new product, state the date on which it was released. If this is a new version of an existing product, state the date on which the update was released:

    The Public Access IT (PAIT) initiative provides our community members access to IT equipment and services to narrow the digital gap and ensure that everyone in the community has equitable access to technology.

    Since 2017 the City of Sydney has provided a Public Access IT service at it’s Libraries, Community Centres and Child Care Centres, providing free or low-cost access to computers, internet and printing services.

    In 2022 the existing PAIT offering was in its 6th year and the existing infrastructure was approaching end of life. Additionally, the technology available in the market had expanded and improved e.g. modern computers and software, improved internet speeds, advanced printing and accessibility capabilities.

    The City embarked on an ambitious program to improve the digital divide and enhance the customer experience. The project team was tasked with reviewing the existing PAIT service to identify pain points and identify opportunities to improve the service and provide a modern technology upgrade. To do this the project team conducted the following:

    • Reviewed community feedback regarding the existing PAIT service collected by council help and support teams.
       
    • The project team conducted several user experience sessions, inviting the library, makerspace, community centres and childcare team members to design a bespoke approach that would cover a variety of use cases for our community.

    Following the review of the existing service, the City went to tender with a detailed set of requirements to provide an improved and modern PAIT service to the community.  We then selected a provider that could implement a fully managed service to meet the needs of community members and the City’s business units.

    The new PAIT service was implemented across all 25 City sites between January 2023 and January 2024.

  4. If you are providing written answers for your submission, you must provide an answer to this second question: Describe the features, functions, and benefits of the nominated product or service (up to 350 words):

    Total 339 words used.

    The City of Sydney provided upgraded modern digital tools at its Libraries, Makerspace, Community Centre’s and Childcare facilities to improve the customer experience and meet the communities needs well into the future. These include:

    1. Computer Types - We have expanded the service from 286 end of life desktop Computers to a fleet of 312 modern computers of various types including laptops and tablets to suit the individual needs of users.

    2. Modern Equipment - We have implemented the following new devices across 25 locations:

    • 178 Desktop computers
       
    • 89 Laptops
       
    • 25 Tablets
       
    • 20 iPads
       
    • 24 Printers
       
    • 18 Payment Kiosks

    3. Customised Builds - provided computer to suit the different needs of users at each site type. For example we provided:

    • Childrens educational software at Childcare and Libraries
       
    • Makerspace toolkit for Makerspace
       
    • Adobe Creative Cloud on specific computer builds at Libraries and Community Centres.

    4. Network - Provided a high-speed fixed network across each site. Also provided a new Wi-Fi network across 25 PAIT sites. Wi-Fi allows mobile computer users flexibility to use the devices anywhere within the site location.

    5. Modern Printing Features - Provided modern printing capabilities including:

    • Web Print -  allows users to send print jobs from an online web portal
       
    • Scanning to email – Users can now scan directly from a printer to their email address.

    6. More Payment Options – A number of new payment options have been added to the solution that allow users at Libraries and Community Centres to pay for printing in new ways:

    • Payment via QR code using your smartphone
       
    • Payment via an online web portal

    7. Security – PAIT laptops and tablets have an in-built mobile device tracking and geo-fencing technology to prevent theft of these mobile devices.

    8. Makerspace - Our new PAIT solution introduces laptops and iPads for our Darling Square Makerspace.

    9. Accessibility Tools – Provide the following accessibility hardware and software to increase accessibility of the PAIT solution:

    • NVDA Screen Reader and Magnifier software for the vision impaired
       
    • Accessibility Keyboard and Mouse available at all sites
  5. If you are providing written answers for your submission, you must provide an answer to this third question: Outline the market performance, critical reception, and customer satisfaction with the product or service to date. State monetary or unit sales figures to date, if possible, and how they compare to expectations or past performance. Provide links to laudatory product or service reviews. Include some customer testimonials, if applicable (up to 350 words):

    Total 340 words used.

    Our new PAIT solution is a vast improvement on our old offering and has been designed to meet the following key objectives of the City:

    • Ensure that our communities have the skills, tools and access to technology to engage and participate in a digital life.
       
    • Provide a more equitable access to mainstream services through better systems and processes.
       
    • Provide a range of accessible hardware and software to increase the accessibility of the City's public access computers.
       
    • Foster stronger community connections and help to create a future where everyone can access technology to stay connected and empowered.

    Community Feedback (sample)

    • “Two days ago went into the Green Square Library at Zetland as my wife and I were renting temporary accommodation and had no printer so I went to the Library for help. I was welcomed with good technical access to computers and transferring personal documents so I could print them in hard copies. “
       
    • “The barcode scanner on PCs are the best thing ever! Thank you for putting these in. Saves HEAPS of time and just makes sense”.
       
    • “Laptops are also useful when the computers are all occupied, flexibility is good to be able to use it anywhere in the library”.
       
    • “The new modern computers and upgraded network combine to provide a much faster service”.
       
    • “Scan to email option is great, no longer need to carry around a USB and its very convenient.

    Staff Feedback (sample)

    • “PCs are high quality, are aesthetically pleasing and of appropriate size”.
       
    • “Adobe suite is a great addition that enables community members to access costly subscription based software. Documents and files created with this are increasingly used by government agencies and organisation, which make it difficult for patrons to add, edit and access forms which they can now successfully do with the upgraded PAIT computers”
       
    • “Have received positive feedback from the community when using laptops - great machines enables members to connect easily and have access to the latest technology”.
       
    • “Accessibility hardware and software has made the service more inclusive for community members with accessibility needs“.

     

  6. You have the option to answer this final question: Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):

     

Attachments/Videos/Links:
Public Access IT
MOV [REDACTED FOR PUBLICATION]