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HomeMy WebLinkAboutCOR-19-028 - Digital Kitchener Public Access Technology Service StandardREPORT TO: Finance and Corporate Services Committee DATE OF MEETING: June 17, 2019 SUBMITTED BY: Dan Murray, Director Technology Innovation and Services, 519-741- 2200 x7825 PREPARED BY: Sarah-Beth Bianchi, Manager Digital Transformation and Strategy, 519- 741-2200 x7035 WARD (S) INVOLVED: All DATE OF REPORT:May 30, 2019 REPORT NO.: COR-19-028 SUBJECT: Digital KitchenerPublic Access Technology Service Standard ___________________________________________________________________________ RECOMMENDATION: THAT the Public Access Technology Service Standard described in report COR-19-028 and the attached document Digital Kitchener Public Access Technology Service Standard be adopted as the measurement framework for the City of Kitchener’s digital inclusion programs; and further, THAT staff be directed to define a dedicated PATS budgetfor considerationduring the 2020 budget cycle to centralizethe investmentassociated with the PATS program. BACKGROUND: The inability to access digital technology creates barriers to social, civic, and professional engagement and development. As the City offers more services online, we risk worseningthis digital divide for our residents. The City of Kitchener offers the Public Access Technology Service (PATS) to bridge this gap and foster Digital Inclusion within our community. Evolution of the PATS The current public technology offering originated under the banner of UrbanCAP, an initiative of the Social Planning Council of Kitchener-Waterloo and funded through Industry Canada's Urban Community Access Program in the early 2000s.The initiative established a set of public access computers and printers at Community Centres and Public Libraries throughout Kitchener and Waterloo. The program was later rebranded ConnectKW and continued on even though the federal funding for the program began to diminish. When that program ended in 2014, the City of Kitchener continued supportof the related hardware at our Community Centres. In 2017, the City added free public wifi to ten additional public spaceswith funding from the Canada 150 grants, providing connectivity for residents at 29 city-owned facilities in total. *** This information is available in accessible formats upon request. *** Please call 519-741-2345 or TTY 1-866-969-9994for assistance. 2 - 1 Purpose of the PATS Standard The purpose of this Standard is to ensure the PATS adheres to three key principles: Applicable – Providing relevant, accessible technology that serves key use cases for our community Available – Offering sufficient technology capacity at reasonable hours and locations Reliable – Operating with effective technical support and financial sustainability By establishing the PATS Standard, the City will have a clear framework forprioritizing Digital Inclusion in a meaningful, practical, and measurable way. By sharing this work, we encourage our colleagues in other municipalities and public sector organizations to join us in this mission so that we can work together to make Digital Inclusion a basic tenet of municipal service delivery. REPORT: ALIGNMENT WITH CITY OF KITCHENER STRATEGIC PLAN: Strategic Priority:Development of Public Internet Access Standard Strategy:5.2 - Improve the design and delivery of city services so that they provide what citizens want in the most reliable, convenient and cost-efficient way Strategic Action:CS62 - Effectiveand Efficient CityServices FINANCIAL IMPLICATIONS: The Public Access Technology Service is currently funded through budgets maintained by the Technology Innovation & Servicesand through the various Community Centre operating budgets. As a result, it is difficult tounderstand the total cost of offering the service. Funding is required to maintain the computer equipment, printers, toner and paper costs. To sustain the Public Access Technology Service and increase transparency of the investment in this program, staff are recommending that a PATS program budgetbe established in the next budget cycle to align funding into a dedicated budget item. COMMUNITY ENGAGEMENT: INFORM – This report has been posted to the City’s website with the agenda in advance of the council / committee meeting. 2 - 2 CONSULT – Staffconducted interviews with the staff and patrons of the Community Centres to understand the impact and logistics of the current ad hoc program. Staffalso met with Kitchener Public Library who manage their public access technology program, which grew out of the same UrbanCAP program. Staffhave also consulted with the Grand River Accessibility Advisory Committeeon issues of accessibility of the PATSofferings. In particular, the criteria listed in the Accessibility measure were generated using direct feedback from members of GRAAC. ACKNOWLEDGED BY: Victoria Raab, General Manager, Corporate Services 2 - 3 Digital Kitchener Public Access Technology Service Standard , June2019 Digital Kitchener Public Access Technology Service Standard Context Digital technology is pervasive in public and private life. From connecting with friends and family via social media and email, to participating in civic engagement through online forums and news platforms, to accessing government and social services through websites and online portals, internet connected computers are a critical gateway to contemporary Canadian society. The inability to access digital technology creates barriers to social, civic, and professional engagement and development. As the City offers more services online, we risk worsening this digital divide for our residents. The City of Kitchener offers the Public Access Technology Service (PATS) to bridge this gap and foster Digital Inclusion within our community. Digital Inclusion is a pillar of the Digital Kitchener strategy. Action steps include: Working with community organizations to identify public access needs and collaboratively addressing them; and Establishing a service level standard for public tech and internet access across the city. o Identified as a priority under Our Brave Plan (2017) Evolution of the PATS The current public technology offering originated under the banner of UrbanCAP, an initiative of the Social Planning Council of Kitchener-Waterloo and funded through Industry Canada's Urban Community Access Program in the early 2000s. The initiative established a set of public access computers and printers at Community Centres and Public Libraries throughout Kitchener and Waterloo. The program was later rebranded ConnectKW and continued on even though the federal funding for the program began to diminish. When that program ended in 2014, the City of Kitchener continued support of the related hardware at our Community Centres. The City did not formalize the program, so it has been operating through the best efforts of staff in the Technology, Innovation & Services (TIS) division and the Neighbourhood Program & Services (NPS) division. TIS invests staff time and corporate technology budget to maintain and update the computers and printers. NPS invests staff time to provide basic support to patrons using the public access technology. The Community Centres allocate budget for printing expenses from public access printers, and charge per page printing fees for patrons who print more than 10 pages on a given day, which partially recovers printing expenses for the public access printers. In 2017, the City added free public wifi to ten additional public spaces with funding from the Canada 150 grants, providing connectivity for residents at 29 city-owned facilities in total. Members of the Digital Transformation & Strategy (DTS) team within TIS have conducted interviews with staff and patrons of the Community Centres and staff within TIS to understand the impact and logistics of the current ad hoc program. The DTS team have also met with staff at Kitchener Public Library who manage their public access technology program, which grew out of the same UrbanCAP program and has expanded significantly. 1 2 - 4 Digital Kitchener Public Access Technology Service Standard , June2019 This Standard codifies the elements that work well within the current ad hoc program at the City, and augments the program to close gaps in service offering and program sustainability. Purpose of the PATS Standard The purpose of this Standard is to ensure the PATS adheres to three key principles: Applicable – Providing relevant, accessible technology that serves key use cases for our community Available – Offering sufficient technology capacity at reasonable hours and locations Reliable – Operating with effective technical support and financial sustainability This Standard seeks to define minimum criteria for a PATS that the City can use to measure the effectiveness of the service. A low score on any measure can highlight an opportunity for improvement or for investigation into the root cause of the low score. A high score on any measure can identify a satisfactory experience for users of the PATS, or an opportunity to establish a higher target to continuously improve the experience for PATS users. This Standard is designed to be flexible and scalable, so that other communities can adapt it to serve their own digital inclusion needs. By establishing the PATS Standard, the City is holding ourselves accountable for prioritizing Digital Inclusion in a meaningful, practical, and measurable way. By sharing this work, we encourage our colleagues in other municipalities and public sector organizations to join us in this mission so that we can work together to make Digital Inclusion a basic tenet of municipal service delivery. PATS Principle: Applicable The goal of this set of measures is to verify that the program is addressing the key needs of the community and keeping pace with the changing technology landscape. As more aspects of Canadian society include online or technology-facilitated elements, the City can use these measures to ensure the PATS evolves to continue meeting those needs. Technology Offerings PATS is designed to offer a set of technologies that are appropriate for contemporary content and use cases. The City can use this measure to ensure the PATS offers a minimum set of technology to meet the needs of the community. Criteria PATS offeringTechnologies IncludedOperational Details Public Wifi A publicly accessible wireless network Network identified as connection Kitchener Public Wifi Wifi signal is sufficient to maintain a connection in publicly accessible areas 2 2 - 5 Digital Kitchener Public Access Technology Service Standard , June2019 Public Access computers Computer is clearly labelled as a Public To facilitate clear Access Computer and each computer identification of computers, is labelled with a unique name staff will implement a standard naming scheme in the format <Community Centre Name> – PAC #. Example: Stanley Park Community Centre – PAC 1 and Stanley Park Community Centre –PAC 2. CPU (i.e. desktop or laptop computer, virtualized computer) Monitor Keyboard Mouse or similar pointing device Headphone jack accessible to computer user USB jack accessible to computer user Headset with microphone Supply of sanitary headphone covers or sanitizing wipes to ensure the hygiene of the headphones Internet connectivity Office suite software Microsoft Office Google Drive Browsers Microsoft Edge Google Chrome Printer As a disincentive to wasteful printing practices, a Black & White printing reasonable limit will be set on Color printing free printing with cost Photocopier recovery on pages printed Scanner beyond that limit. City staff post Public Access Printer Guidelines near public access printers to notify patrons of these printing limits. Session Management Mechanism Current state: Session management controlled Pre-reservation to create a manually by signing up for predictable period of access to time with Community Centre the computer Staff. Staff also manage 3 2 - 6 Digital Kitchener Public Access Technology Service Standard , June2019 session length by notifying Session length control to patrons when they have ensure reservation and reached their session time demand is served fairly limit. Future state: Investigation is underway to select software to control session reservation and session length, to reduce the onus on staff to intervene in session management. Measurement For each element identified, score as follows: Three points if the element is fully present Two points if the element is substantially present One point if the element is partially present Zero points if the element is missing Interpretation High scores suggest that the technology offerings are high quality and serve modern technology needs. Low scores suggest that gaps in the technology offerings that provide barriers to engage fully with modern content or platforms. Staff will leverage this data when evaluating whether to add or remove technology elements from a PATS offering. Removing access to a headset jack could prevent access to music or voice-over-IP communications. Upgrading to a multi-function printer could make it possible for users to print directly from a USB stick without needing to access a public access computer. Evaluating the impact to this score can also guard against eroding the value of the PATS offerings through the cumulative impact of small, isolated decisions. Accessibility PATS is designed to meet the needs of all users – including those who require accessibility support. The City can use this measure to ensure a minimum level of accessibility of the physical space, software and hardware used within the PATS. These baselines do not supersede the need to adhere to legislative requirements to address the accessibility needs of staff and the public. These criteria were developed in consultation with Grand River Accessibility Advisory Committee and will continue to be revised in consultation with GRAAC in the future. 4 2 - 7 Digital Kitchener Public Access Technology Service Standard , June2019 Criteria Accessibility offering Mechanism Operational Details Public Wifi Login screen is WCAG compliant Public Access computers Minimum screen size of 17” User can adjust system text size Future state: Investigation is settings - for example, to increase text underway to allow easier size for users low vision adjustment of these settings and automation where User can adjust contrast settings - for possible. example to activate high contrast mode for users with low vision User can adjust keyboard settings - for example to activate sticky keys or reduce key responsiveness for users with low dexterity User can adjust system mouse settings -for example to enable extra large pointer for users with low vision or reduce mouse responsiveness for users with low dexterity User can activate screen reader Note: Screen reader software software installed on the computer is not available on City of Kitchener computers. This criteria is included to highlight this gap in accessibility offerings. User can utilize their own adaptive Staff should enable users to devices when using the computer, connect devices as-requested including devices connected through a user-accessible USB jack Adjustable keyboard tray Furniture complies with AODA See Appendix – Accessible Guidelines Space Design Checklist Area hosting public access computers See Appendix – Accessible complies with Ontario Building Code Space Design Checklist standards Measurement For each element identified, score as follows: Three points if the element is fully present Two points if the element is substantially present One point if the element is partially present Zero points if the element is missing 5 2 - 8 Digital Kitchener Public Access Technology Service Standard , June2019 Interpretation High scores suggest that PATS offerings provide necessary supports to address a variety of accessibility needs. Low scores suggest that the PATS offerings present barriers that exclude some users from being able to physically access the offerings or interact with the technologies. Staff will leverage this data when making decisions about the location or furniture used to host the public access computers, and the software offered on the public access computers. Changing the location or updating the furniture could make it impossible for some users to access the service, or could open up the service to people who were previously unable to take advantage of the PATS offerings. Similarly, software design and choice of software programs can have a positive or negative impact on the people using this service. Use cases PATS is designed to enable users to fulfill the use cases that are appropriate to the demands of contemporary Canadian society. The use cases outlined here serve as a baseline of relevant uses for public access technology with specific examples within the City of Kitchener outlined for context. The City can use this measure to confirm whether users perceive that the PATS allows them to fulfill these use cases. Criteria Use Cases Examples City of Kitchener Examples Cultural engagement Participating in art, music, video, Active Kitchener and ActiveNet and game platforms registration for cultural and sport programming Accessing artistic, cultural, religious and special interest Kitchener Events calendar forums and resources Kitchener Golf online tee time Accessing sports and recreation booking organizations Communication and Accessing news mediaEmail newsletters - Downtown social engagement Kitchener, AUD Club Participating in social media, social networking and dating City of Kitchener website and platforms microsites like LoveMyHood, Make It Kitchener, Digital Synchronous communication Kitchener like video and text chat City of Kitchener social media – Asynchronous communication Twitter, Instagram, Facebook like email and forums Education and Accessing online learning Open Data Portal research platforms and resources Maps Accessing language learning Booking class and group tours resources and practicing language acquisition Research and homework completion 6 2 - 9 Digital Kitchener Public Access Technology Service Standard , June2019 Career development Accessing job search platforms, City of Kitchener career resume building tools and opportunities resources City of Kitchener Volunteer Professional networking database Engaging with volunteer City of Kitchener citizen organizations committees and boards Our Training Room for qualifying and onboarding employees Election worker recruitment and training platform Government and Online application and data Engage Waterloo Region social service access submission Corporate Contact Centre online Accessing government and social forms and Close the Loop emails service accounts Love My Hood grant applications Communicating with service Voting information and election providers results Participating in online public engagement Financial service Online banking and bill paymentKitchener Utilities eBilling access Accessing budgeting tools & Bylaw online ticket payment resources, and financial planning Property Tax Calculator services Measurement Elements are measured through ongoing user surveys delivered through Engage Kitchener and interviews with patrons and staff. For each element identified, score as follows: Three points if the element is fully present Two points if the element is substantially present One point if the element is partially present Zero points if the element is missing Interpretation High scores indicate that a variety of use cases are being fully met by the PATS offerings. Low scores suggest that barriers exist that prevent users to fully participating in the use cases identified. Leverage this data when evaluating decisions to adjust restrictions to the type of content that PATS users can access, such as blocking sites with firewall restrictions, as increased restrictions may lead to reduced capacity to fulfill some use cases. Use this data to identify potential digital literacy or technology training programs that can enable users to take full advantage of the PATS offerings. PATS Principle: Available The goal of this set of measures is to verify that the PATS is offered at times and locations that are appropriate to the community being served by the program, and that the capacity is keeping pace with 7 2 - 10 Digital Kitchener Public Access Technology Service Standard , June2019 demand. As our City expands physically and the population increases, and as neighbourhood density patterns change, the City can use these measures to ensure the PATS evolves to continue meeting those needs. Hoursof Access The City can use this measure to ensure the hours of access is meeting the needs of the community – including the hours of availability, the time of day, the time of week, and the period of continuous access to the technology. This measure can help evaluate demand for the PATS and prompt adjustments to meet that changing demand. Criteria PATS offeringPeriod of AccessOperational Details Public Wifi Available during standard operating Public notice of disruption to hours of the facility hosting the wifi these hours of access due to access points. holidays, planned or unplanned facility closures, planned or Public Access computers Available during standard operating unplanned technology outages. hours of the facility hosting the public access computers Weekdays: Early Morning (6am to 9am) Weekdays: Core Hours (9am to 5pm) Weekdays: After School (3pm to 6pm) Weekdays: Evening (5pm to 9pm - Includes Fridays) Weekdays: Evening (5pm to 9pm - Excludes Fridays) Weekdays: Late Night (9pm to 11pm) Weekends: Morning (9am to 12pm) Weekends: Afternoon (12pm to 5pm) Weekends: Evening (5pm to 11pm) Computer reservation: Capacity to Public notice of disruption to offer computer reservation requests previously booked reservations for a period of access not less than 30 due to planned or unplanned minutes facility closures, planned or unplanned technology outages. Computer reservation: Capacity to offer reservation requests for a period of access greater than 60 minutes Measurement For each element identified, score as follows: Three points if the element is fully met Two points if the element is substantially met One point if the element is partially met Zero points if the element is not met 8 2 - 11 Digital Kitchener Public Access Technology Service Standard , June2019 Interpretation High scores suggest that each PATS offering has a wide window of availability to serve people with varying lifestyles. Low scores suggest that period of access may create barriers for people who cannot take advantage of this service during typical operating hours. Staff will leverage this data when making decisions about operating hours of a facility hosting a PATS offering. Increasing operating hours could lead to additional capacity to offer longer reservation windows for the public access computers. Decreasing operating hours or reducing weekend hours could eliminate the opportunity for some people to access the PATS offerings. Proximity The City can use this measure to ensure the physical reach of the program is keeping pace as density and size of our city changes. The City can also use this measure to inform demand for a facility to serve a neighbourhood that does not yet host PATS offerings. Criteria Mode of transportation Description Range Walking Includes walking 10 minutes, which assumes a independently or with a rate of speed of 75 meters per mobility device like a walker minute or wheelchair, and similar human powered mobility Active Transit Includes bicycle, scooter, 10 minutes, which assumes a skateboard, powered rate of speed of 12km per hour wheelchair and similar human powered devices, including e-assisted devices Public transit Includes all public transit 15 minutes, which accounts for operated within the City of travel time once on transit Kitchener vehicle and includes transfers thereafter Driving Includes private vehicle, taxi, 15 minutes, which assumes or similar private transit adherence to all relevant speed limits Measurement For each element identified, score as follows: Capture the percentage of the population of the Ward who can access available services using each transportation option, rounded to the nearest 5% Interpretation High scores suggest that each Ward has several transit options to reach PATS offerings. Low scores suggest that transportation may create a barrier to access of the PATS for people living in these wards. 9 2 - 12 Digital Kitchener Public Access Technology Service Standard , June2019 Staff will leverage this data when making decisions about adding or removing PATS technologies from a given location. Removing technology in an area that already has a high density of PATS offerings may not affect the proximity scores, but adding technology to an under-served area could significantly increase the proximity scores and the population served by the PATS program. Decisions to improve trails or public transit in a Ward could improve proximity scores by increasing the variety of transit options available to reach a PATS offering. PATS Principle: Reliable The goal of this set of measures is to verify that the PATS can be sustained with appropriate operational supports and a sustainable funding model. As the measures outlined in this Standard identify opportunities for improvement or expansion, the City of Kitchener must have appropriate mechanisms in place to continue to offer reliable, accessible and applicable PATS. Technical Support The City can use this measure to ensure the technical support is meeting the needs of the community – including technology uptime, responsiveness to support incidents, and service disruption caused by maintenance activities. Criteria PATS offeringService Disruption Operational Details Public Wifi Percentage of wifi operational hoursfree Downtime is recorded when the from downtime service is unavailable or degraded to the point of being unusable. This service disruption may be due to unexpected outages or scheduled maintenance downtime during operational hours. For example, users are unable to connect to the network or network performance is too slow to allow websites to load. Percentage of wifi operational hours free Degradation is recorded when from service degradation the wifi service is degraded but still usable. This service disruption may be due to unexpected outages or scheduled maintenance downtime during operational hours. For example, users can load text on websites but cannot stream video or load large images. 10 2 - 13 Digital Kitchener Public Access Technology Service Standard , June2019 Public Access Percentage of PAC operational hours free Downtime is recorded when the computers from downtime PAC is unavailable or degraded to the point of being unusable. This service disruption may be due to unexpected outages or scheduled maintenance downtime during operational hours. For example, PAC will not turn on or network performance is too slow to allow websites to load in the computer’s browser. Percentage of PAC operational hours free Degradation is recorded when from service degradation the PAC service is degraded by still usable. This service disruption may be due to unexpected outages or scheduled maintenance downtime during operational hours. For example, users can access the PAC but software is slow to respond or internet connection is slow. Measurement For each element identified, score as follows: (Hours of Scheduled Operational Time - Hours of Service Disruption) / Hours of Scheduled Operational Time = Percentage Uptime Interpretation High scores suggest that the PATS offerings have a high level of availability and that maintenance is minimally disruptive. Low scores suggest that maintenance is not keeping pace with the demands of the program, leading to downtime and reduced availability of this service. This downtime could reduce the reliability of this service. Staff will leverage this data when evaluating the support and maintenance implications of a technology offering. If a proposed technology does not have an option for remote support or requires frequent downtime to perform necessary maintenance, it may not be the right fit for this PATS program. If a technology reduces maintenance and support overhead, it could have a net positive impact on these scores and overall satisfaction with the service. 11 2 - 14 Digital Kitchener Public Access Technology Service Standard , June2019 Budget The City can use this measure to ensure the PATS program has the appropriate funding and staffing to sustain the program. 12 2 - 15 Digital Kitchener Public Access Technology Service Standard , June2019 Criteria PATS offeringDescription Wifi Budget is sufficient to meet technology lifecycle costs for the current year Budget is sufficient to meet wifi operating costs for the current year Actual costs from the previous year are in line with the amount budgeted for that year Public Access computers Budget is sufficient to meet technology lifecycle costs for the current year Budget is sufficient to meet PAC operating costs for the current year Actual costs from the previous year are in line with the amount budgeted for that year Measurement For the elements identified, score as follows: Three points if fully met Two points if substantially met One point if the element is partially met Zero points if the element is not met Interpretation High scores indicate that there is sufficient budget to sustain the PATS program or to expand the program to meeting evolving needs, and that actual costs are in line with budget. Low scores suggest that budget is not keeping pace with the demands of this program, and that the service could be eroded. Evidence of that erosion may result in lower scores for other program measures identified in this standard. Staff will leverage this data when making budget decisions. Adding funding that does not correlate with a positive impact on existing measures may suggest that the city needs to develop new measures to quantify that impact. For example, if the budget allows the introduction of tablets or small form-factor devices, the city should update the Technology Offerings measure to reflect that new service capacity and quantify its ongoing performance, and the Availability measure to reflect additional technology reservation capacity. Similarly, if budget scores are decreasing, this should be a signal to evaluate the impact on other measures to confirm if service levels are decreasing as a result. Measurement and Review Periods Regular measurement and review of the elements of this Standard will ensure that it continues to be an effective tool to evaluate the performance of the PATS. The identified Review Period reflects the anticipated rate of change of the program elements reflected by a given PATS Principle and the need to reevaluate the way we are measuring it within this Standard. The outcomes of a given review will be 13 2 - 16 Digital Kitchener Public Access Technology Service Standard , June2019 described to ensure the rationale for maintaining or changing a given measurement mechanism are captured and shared transparently. These individual Review Periods do not preclude the need to review impacts of significant changes to the PATS and identify new measures to reflect the changes to the service delivered. For example, significant changes to how funding is allocated to this program may prompt a review of the Budget measure to ensure the impact is accurately captured and reflected going forward. PATS Principle Metric Measurement Period Review Period Applicable Technology Offerings AnnualEvery 2years The owner of the PATS Standard should evaluate the technology baselines to confirm that they continue to provide an appropriate minimum standard technology offering. Accessibility Annual Every 2 years The owner of the PATS Standard should evaluate the criteria and targets to ensure they provide a responsible level of accessibility for PATS users. Collaborate with the Grand River Accessibility Advisory Committee (GRAAC) to perform this review. Use Cases Annual Every 4 years The owner of the PATS Standard should review this list to identify how use cases have evolved, especially within the context of services and programs offered by the City of Kitchener, and adjust or expand this list accordingly. Available Period of Access Annual Every 2 years The owner of the PATS Standard should 14 2 - 17 Digital Kitchener Public Access Technology Service Standard , June2019 evaluate periods of access and volume of reservation requests served for PATS offerings to confirm they continue to meet demand. Proximity AnnualEvery 4 years The owner of the PATS Standard should confirm that target proximity to PATS offerings continue to meet the needs of the community and are in line with the City’s goals related to neighbourhood and transportation. Reliable Technical Support AnnualEvery 2 years The owner of the PATS Standard should review these measures to identify opportunities to align technical support expectations and delivery. Budget AnnualEvery 2 years The owner of the PATS Standard should review these measures to ensure budget planning is providing support for the financial sustainability of the service. Roles & Responsibilities Role Responsibility Tasks Director – Technology, Owner of the Public Access Defines the Public Access Innovation & Services Technology Service Technology Service and identifies technology and operational framework Secures staffing and expertise to deliver the program, including partnering with other 15 2 - 18 Digital Kitchener Public Access Technology Service Standard , June2019 Divisions, Departments, and Organizations as required Owner of the PATS Budget Defines the budget Secures funding from approved sources Reports on budget expenditures Owner of PATS Policies – i.e. Reviews policies to remain computer, Printer, Wifi, and current with related City Acceptable Use policies, applicable laws, and technology landscape Manager –Digital Owner of the PATS Standard Defines the Public Access Transformation & Strategy Technology Service Standard in consultation with key stakeholders and subject- matter experts Ensures measurement & reporting are completed accurately and on time as outlined in the Standard Revises measures on a regular basis as outlined in the Standard Supervisors at facilities hosting Responsible for delivering the Support staff to facilitate PATS PATS program within the host access to the PATS facilities Ensure published policies are posted and enforced within the host facility – Wifi Terms of Use, Public Access computer Guidelines, and Public Access Printing and Photocopying Guidelines Technical Support Service Responsible for delivering Maintain technology Provider technical support support and uptime consistent with Service Level Agreement outlined in this Standard Users Responsible for adhering to Adhere to published policies PATS policies – Wifi Terms of Use, Public Access computer Guidelines, and Public Access Printing and Photocopying Guidelines – when accessing the PATS Honor Public Access computerbookings or 16 2 - 19 Digital Kitchener Public Access Technology Service Standard , June2019 release the booking when it can’t be honored Honor time limits for Public Access computer sessions Provide feedback to continuously improve the program 17 2 - 20 Digital Kitchener Public Access Technology Service Standard , June2019 Appendix – Accessible Space Design Checklist When designing or renovating spaces to host elements of the Public Access Technology Service, two regulations exist to ensure the space is accessible: the Ontario Building Code and the Accessibility for Ontarians with Disabilities Act. This checklist sources the key sections of each regulation that are relevant to creating accessible spaces for delivering the Public Access Technology Service. Staff can use this checklist as a quick reference when considering a change to a space hosting PATS offerings, whether it be adding or moving furniture within a space or early consideration of a larger renovation project. This checklist does not take the place of appropriate design and planning activities, or permits, inspections and other compliance activities related to building or renovating a space. FeatureMeasurement Source Reference Application Barrier-free path Minimum width Ontario Building 3.8.1.3Is there at least this of travel of 1100mm Code amount of unobstructed floor space around furniture, equipment, and doors? If not, people using wheelchairs, walkers, or strollers may not be able to move safely in this area or may be blocked. Clear width of Minimum width Ontario Building 3.8.3.3 Is the doorway at least doors or openings of 860mm Code this wide? If not, people using wheelchairs, walkers, or strollers may not be able to move safely in this area or may be blocked. Latch side Minimum width Ontario Building 3.8.3.3.(10) Is this amount of clearances for of 600mmCode unobstructed space doors opening available on the latch towards user side of the doorway? If not, people using mobility devices may not be able to reach the handle to pull the door open safely. Latch side Minimum width Ontario Building 3.8.3.3.(10) Is this amount of clearances for of 300mm Code unobstructed space doors opening available on the latch away from user side of the doorway? If not, people using mobility devices may 18 2 - 21 Digital Kitchener Public Access Technology Service Standard , June2019 not be able to reach the handle to push the door open safely. Reduced Height of Ontario Building 3.8.1.3.(5) and Is there a low ceiling headroom that 1980mm or lessCode (6)(b)due to a knee wall, requires a cane-stairway, or similar detectable barrier design feature in this area? If so, there must be a cane-detectable barrier to prevent someone from hitting their head. Tables and desks Maximum height Accessibility for 3.9.3 Are the dimensions of of 860mm Ontarians with the tables or desks in Disabilities Act – line with these Clear knee space Guidelines for guidelines? If not, of at least 750mm Barrier-free people using mobility wide, 480mm Design of Ontario devices may not be deep and 680mm Government able to sit at the table high Facilities or desk comfortably or safely. Note: While municipalities are not compelled to comply with the Guidelines for Barrier-free Design of Ontario Government Facilities, the recommended dimensions are used to guide accessible furniture design in absence of specific guidance from other sources 19 2 - 22 Digital Kitchener Public Access Technology Service Standard , June2019 Appendix – Wifi Terms of Use Source: https://www.kitchener.ca/en/city-services/wi-fi-internet-access.aspx#TermsOfUse Key details of our Acceptable Use Policy: By connecting to the Internet through our Wi-Fi service, you agree to be bound by all aspects of our Acceptable Use Policy. The Acceptable Use Policy may be updated or modified at any time and it is your responsibility to review the policy before using our service. The policy provides specific terms and conditions that relate to use of our Wi-Fi service with which all users must comply. The service is provided for personal, incidental use. Our Wi-Fi access is not to be used for any commercial or business purposes. We are under no obligation to help you access or use our Wi-Fi service, and we cannot guarantee service will be made available to you. You acknowledge and accept that some content, products and services available with or through our Wi-Fi service may be offensive or may not comply with applicable laws. We have implemented web- content filtering to restrict access to certain categories of content, which could be considered offensive. You accept and acknowledge that while we have implemented web-content filtering, offensive and illegal content may still be available through the service. You agree and acknowledge we have no obligation to monitor your use of the service, and we have no control over such use. You assume total responsibility and risk for access to and use of online content and for use of the service. We assume no liability for claims of losses arising out of or otherwise relating to access to or use of the service. You cannot use our Wi-Fi service, or allow anyone to use the service on your mobile device, for any unacceptable use, such as: o invading another person's privacy; misrepresenting yourself by posing as someone else; unlawfully promoting or inciting hatred; unlawfully using, possessing, posting, transmitting or disseminating obscene, profane, hate, terrorist or child pornographic material; o posting, transmitting, distributing, disseminating, uploading or downloading content that is unlawful, threatening, harassing, abusive, libelous, slanderous, defamatory or otherwise offensive or objectionable; or encouraging conduct that would constitute a criminal offence, give rise to civil liability, or otherwise violate any municipal, provincial, federal or international law, order, rule or regulation; o accessing any computer systems, software, data, or confidential, copyright-protected, patent-protected material or personal information of any other person without the person's knowledge and consent; making unauthorized attempts to gain access to any account or computer resource not belonging you, or otherwise gain unauthorized access to, alter or destroy information of another person by any means or device; o uploading, posting, publishing, defacing, modifying, transmitting, reproducing or distributing information, software or other material that is confidential, protected by copyright or other intellectual, property or proprietary right, or related derivative works, without obtaining permission of the copyright owner or right holder; 20 2 - 23 Digital Kitchener Public Access Technology Service Standard , June2019 o disrupting our network, directly or indirectly; use the service to restrict, inhibit or interfere with the ability of any other person to use or enjoy use of our products or services or the Internet, including, without limitation, knowingly posting or transmitting information or software that contains a virus, lock, key, bomb, worm, Trojan horse or other harmful, debilitating or disruptive feature; o sending unsolicited email ("spamming"), large quantities of unwanted or unsolicited email messages ("mail bombing") or VoIP messages ("voice casting"); attempting to overload a system ("flooding"); participating in broadcast attacks; interfering with service to or by any user host or network; engaging in counterfeit, subterfuge or malicious activities; making inappropriate postings to news groups; sending false commercial messages; or engaging in any other abuse of email or news group servers; o violating any system or network security measures, including engaging in unauthorized access or use of our network, data or information; o using, intending or attempting to use, or allowing the use of our service in a way that violates any municipal, provincial, federal or international law, order, rule or regulation; o using the service in a way that violates the decisions, orders, policies or other requirements of the Canadian Radio-television and Telecommunication Commission or any other regulatory body with jurisdiction over the service or the city; o engaging in any activity which we advise you, in our sole and unfettered discretion, is an unacceptable use of telecommunications services, or is otherwise deemed an unacceptable use of our service. If you breach the requirements of our Acceptable Use Policy, you agree that we may immediately and without notice, and in addition to all other rights and remedies at law and in equity, suspend the supply of any or all of our Wi-Fi service to you. Suspended service may be resumed at our sole and absolute discretion, once we determine you are no longer breaching any of the requirements of our policy. If you continue to breach any requirements of our policy, we have sole discretion to permanently terminate your access to our Wi-Fi service. By choosing "I AGREE," or by using our Wi-Fi service, you acknowledge that you have read and understand our Acceptable Use Policy, and agree to be bound by its terms and conditions. You also agree that the policy constitutes the complete and exclusive agreement between you and the city, and this agreement supersedes any proposal or prior agreement, oral or written, and any other related communications. 21 2 - 24 Digital Kitchener Public Access Technology Service Standard , June2019 Appendix – Public Access computer Guidelines The following guidelines apply to all Public Access computer users. The Public Access computers are provided as a service by the City of Kitchener to enable access to digital resources like email, social media, websites, and online services. They are not intended for commercial use. Using the computers computers are available by signing up at the Community Centre Front Desk. You are welcome to use the computer for <insert time limit (minimum 30 minutes) identified by Community Centre Supervisor>. Please be kind to your fellow patrons and Community Centre staff, and use the computers fairly. Acceptable Use The City of Kitchener has identified guidelines for how public access computers may be used. You may be denied access to public computers should you violate guidelines for proper usage as outlined by the city. Using the computers for illegal purposes may result in prosecution. The following activities are considered violations of these guidelines: 1.Use of the workstations for illegal or criminal purposes. 2.Posting or sending any unlawful, threatening, abusive, libelous, defamatory, obscene, pornographic or similarly inappropriate material. This includes intentionally exposing other users to such material. 3.Infringement of copyright and other intellectual property rights. 4.Sending unsolicited commercial material or spam. 5.Deactivating or attempting to deactivate, security devices in either software or hardware format. 6.Attempting to install viruses or other programs designed to damage, alter, monitor, or control the workstations. 7.Misrepresenting yourself by posing as another person. 8.Attempting to modify or gain access to files, passwords or data belonging to others, or otherwise violating the privacy of another person. 9.Vandalism or theft of the Public Access computers, related devices, or the facility where they are hosted. 22 2 - 25 Digital Kitchener Public Access Technology Service Standard , June2019 Appendix – Public Access Printing and Photocopying Guidelines The following guidelines apply to all photocopier and printer users. We have introduced a new multi-function printer at this Community Centre. This printer is provided as a service by the City of Kitchener to enable access to digital resources like email, social media, websites, and online services. It is not intended for commercial use. Note: Community Centre Staff will review this policy in 2019, to allow for feedback regarding the introduction of the new printer. Please provide any feedback on the new multi-function printer and these guidelines to Community Centre Staff. Using the Printer Scan-to-email function is available on an unlimited basis. Where possible, patrons should use the scan-to-email function to limit paper usage. Printing and photocopying are free, to a combined limit of 10 pages per patron, per day. Additional printing or photocopying is available for 10 cents per page, payable in cash to the Community Centre Front Desk staff. Where possible, patrons should print or photocopy in black & white to limit color toner usage. Please be kind to your fellow patrons Community Centre staff, and use this printer fairly. Acceptable Use You may be denied access to use the printer should you violate guidelines for proper usage as outlined by the city. Using the printer for illegal purposes may result in prosecution. The following activities are considered violations of these guidelines: 1.Use of the printer for illegal or criminal purposes, or for access to unauthorized areas. 2.Printing, scanning, photocopying, or transmitting any unlawful, threatening, abusive, libelous, defamatory, obscene, pornographic or similarly inappropriate material. This includes intentionally exposing other users to such material. 3.Infringement of copyright and other intellectual property rights. 4.Sending unsolicited commercial material or spam. 5.Deactivating or attempting to deactivate security devices in either software or hardware format. 6.Attempting to install viruses or other programs designed to damage, alter, monitor, or control the printer. 7.Misrepresenting oneself by posing as another person. 8.Attempting to modify or gain access to files, passwords or data belonging to others, or otherwise violating the privacy of another person. 9.Vandalism or theft of the printer, related devices, or the facility where they are hosted. 23 2 - 26