10.2  |  The library has access to personnel with sufficient IT expertise to maintain the library's network and public technology systems


Libraries need to maintain access to people who can help solve problems with library networks and computers, plan for system improvements, and respond to system emergencies. If the library does not have IT support personnel with sufficient skills to perform most network and computer maintenance and troubleshoot most problems, it needs to have a formal agreement with another organization to provide this level of support. In some cases the library is too small to be able to accommodate an IT professional, so they contract with a local IT firm or consultant to provide these services. In other cases, city or county IT staff supports the library but also has non-library-related job duties. In other cases, the library has its own IT expertise but it is not available continuously at all locations, as for example when the library IT department is located at the central library and goes to branches on an as-needed basis. In any case where IT support is provided by sources outside the library, it is critical that the library have a service level agreement that is clear about response times and other performance-related metrics.


FOR THE ASSESSMENT

Answer Yes if you have formalized IT support from an outside vendor or the city/county IT staff or if you have IT support through library personnel not located in all library locations.

Answer No, but plan to in the next year if you do not currently have access to personnel with IT expertise but plan to arrange access in the next year.

Answer No, would like to but cannot at this time if you are unable to arrange for personnel with sufficient IT expertise to maintain your computers and networks.

Answer No, we have no plans to do so at this time if you do not plan to have personnel available with IT expertise.