View Project

G2S Project Code: 2019-GA-83637
State: Georgia
Fiscal Year: 2019

Grantee
Georgia Public Library Service

Project Director
Director Name: Daniel Zeiger
Director Phone: 404 235-7143
Director Email: dzeiger@georgialibraries.org

General Information
Title: IT Support – Internal and External
State Project Code: GA98144-80
Start Date: 10/01/2019
End Date: 09/30/2020
Abstract: GPLS IT provided support both internally - for GPLS staff and programs, and externally - for Georgia’s public libraries.
Internally, we supported all of the IT infrastructure our office needs to perform work, remote or in the office. This ranges from basic desktop support, configuration, and purchasing recommendations all the way to back-end network management, server configuration, maintenance, and support, as well as a newly expanded cybersecurity program providing risk management, information security tools, and best practices. On the front end, we support our cloud productivity suite (G Suite), provide training, and support web and analytics.
During the switch to remote work brought on by COVID, we were able to quickly and efficiently make the transition due to the fact that we have already converted the majority of our tools and services to the cloud, and because of our recent experience supporting a remote workforce while GPLS moved office locations.
Externally, we supported the libraries via Chrome OS and G Suite hosting, providing a low-cost, high-availability solution for public access machines, and a broad range of cloud-based productivity tools that library staff can use from any location, on any device. GPLS also provided assistance for technology planning through both our Lib Tech and LIFT programs.

We moved into the second year of our Library Initiatives for Funding Technology (LIFT) program which focused on assisting public libraries find funding opportunities for technology. The framework, processes, and connections made through this program proved a valuable way to help libraries to plan for and manage additional grant opportunities.

State Goal: Support for Libraries

Budget Information

LSTA

MATCH-State

MATCH-Other

Total

$617,491.19

$245,487.38

$0.00

$862,978.57

Intent(s)
Improve library's physical and technology infrastructure.
Library Infrastructure & Capacity
Systems & Technologies

Activities
Activity Details
Title: GSuite for Libraries
Narrative:

The Google for Work Project continued, wherein we are migrating Georgia’s libraries from their currently hosted email solutions to the GSuite cloud application. The new suite of products available include:

o Gmail

o Hangouts

o Calendar

o GoogleSites

o GoogleDrive cloud storage

o GoogleKeep

o Google productivity suite

§ Docs

§ Sheets

§ Slides

§ Forms

§ Sites

· Continued to host Google Apps Academy site, including materials and documentation for Georgia libraries:

o Learn all about Google applications

o Devices

o Training Videos

o FAQs

o Security Checklist

o Migration Manuals

Migrating Georgia’s libraries to GSuite takes, on average 4 weeks at a time, 4 systems at a time. The majority of that time is training and communications. Progress thus far:

o 1,775 statewide accounts

o 412 mailing lists

o 54 domains migrated

o 4 domains in progress at a pace of 1/week and 4/month

· 12 applications in the productivity suite

· Continuous GSuite training sessions

· 60 pages of material on Apps Academy

o Traffic:

§ 904 users

§ 1,615 sessions

§ 4,799 pageviews

§ 25% returning users

GSuite for Libraries

· Survey results from library systems migrated:

o What communications did you see about us “Going Google?” (Check all that apply)

§ 83.6% -Emails from GPLS

§ 58.4% -Emails from Directors

§ 56% - Emailsfrom IT

§ 36.2% -Meeting / Discussion with my manager

§ 17.2% - Demo/ Q& A session

§ 0.7% - I did not see any of the above

o Did you view any of the recorded training that was offered on G-Suite?

§ 63.5% - Yes

§ 34% - No

§ 2.5% - I wasn't aware that training was offered

o Did you have access to enough documentation on how to use G-Suite?

§ 95% - Yes

§ 2.5% - No

§ 2.5% - Wasn't aware that there was documentation available

o Did you feel that you had enough support from GPLS on“go-live” day?

§ 97.4% - Yes

§ 2.6% - No

Google for Work Project/GPLS

· 55 GPLS staff enrolled in the Google for Work productivity suite

· 13 applications available

· Unlimited cloud storage utilizing Google Drive

· As a result of adoption, reduced reliance on external contractors for support

· In process of evaluating phasing out other productivity tools currently in use by agency

Intent: Improve library's physical and technology infrastructure.

Activity: Content
Mode: Other
Format: Digital
Other: Support for Google for Work

Quantity

Partner Information

Organization Type of Partner Organization(s):
Libraries: No
Historical Societies or Organizations: No
Museums: No
Archives: No
Cultural Heritage Organization Multi-type: No
Preschools: No
Schools: No
Adult Education: No
Human Service Organizations: No
Other: No

Legal Type of Partner Organization(s):
Federal Government: No
State Government: No
Local Government (excluding school districts): No
School District: No
Non-Profit: No
Private Sector: No
Tribe/Native Hawaiian Organization: No

Beneficiaries
Is the activity directed at the library workforce: Yes
For a targeted group or for the general population: General

Locale
Is the activity state-wide: Yes
Specific Locations: No
Library Types

Public Libraries: 408
Academic Libraries: 0
SLAA: 0
Consortia: 0
Special Libraries: 0
School Libraries: 0
Other: 0

Question 1: I am satisfied that the resource is meeting library needs.
Strongly Agree: 0
Agree: 0
Neither Agree nor Disagree: 0
Disagree: 0
Strongly Disagree: 0
Non-Response: 0
Question 2: Applying the resource will help improve library services to the public.
Strongly Agree: 0
Agree: 0
Neither Agree nor Disagree: 0
Disagree: 0
Strongly Disagree: 0
Non-Response: 0

Activity Details
Title: IT Help Desk and Support
Narrative:

The goal is to provide staffed Help Desk for library technology support and PINES support; provide software development, system administration and IT statewide training; supply the necessary IT expertise to assist local library systems with technological issues.

To support the network infrastructure and day to day Information Technology support of GLASS and GDC.

· GPLS IT - 593 Help Desk Tickets:

· Number of locationsdirectly supported: 3 (GPLS, GLASS & GDC)

· Number of GPLSoffices served: 3

· GPLS Internal - 278

· External to Libraries- 315

Intent: Improve library's physical and technology infrastructure.

Activity: Content
Mode: Other
Format: Combined physical & digital
Other: IT support

Quantity

Partner Information

Public Libraries: 408
Academic Libraries: 0
SLAA: 0
Consortia: 0
Special Libraries: 0
School Libraries: 0
Other: 0

Activity Details
Title: Google Chrome Management
Narrative:

Continuing Phase II of project continuing the use of Google Chrome Boxes and Chrome Books for public access machines and for mobile labs in libraries. The goal is to continue to promote and support the continuing use of Google Chrome Boxes and Chrome Books as public access machines and for mobile labs in libraries., resulting in 44 library systems adopting Chrome machines for public use.

· (8) Chrome training sessions conducted and (5) webpages of Chrome documentation updated.

· For cost of less than $170 per machine, utilizing the Google Chrome box with the Google apps environment, there is the potential to replace the following list of individual software licenses for which libraries currently pay:

o Microsoft Office

o Deep Freeze

o Email

o Time management

o Survey Monkey

o Webex

o Chat

· 44 library systems are currently deploying over 2,658 Google Chrome boxes, Chrome books and tablets, bringing the number of computers in Georgia’s libraries to 9,500+.

Types of Operating Systems deployed:

o Computer lab machines for adult use

o Computer lab machines for teen use

o Computer lab machines for children’s use

o OPAC’s

o OPAC’s for children’s use

o Genealogy stations

o Digital signage

o General Information stations

o Loaner devices

o Mobile programming kits

o Testing/Training stations

Intent: Improve library's physical and technology infrastructure.

Activity: Instruction
Mode: Presentation/performance
Format: Virtual
Other: support for Chrome Boxes for public access machines in libraries

Quantity
Presentation/performance length (minutes): 90
Number of presentations/performances administered: 8
Average number in attendance per session: 50

Partner Information

Public Libraries: 408
Academic Libraries: 0
SLAA: 0
Consortia: 0
Special Libraries: 0
School Libraries: 0
Other: 0

Activity Details
Title: Technology Planning & Support
Narrative:

In addition to reimbursing libraries for the non-discounted portion of their internet services, GPLS provided technology planning and support for the 62 public library systems in Georgia. Utilizing the planning and tech skills expertise that the program manager has, libraries can leverage state funding to improve their technology infrastructure.

This is the second year of the LIFT (Library Initiatives for Funding Technology) program, which focuses on assisting public libraries with the planning and management of additional grant opportunities. Support is provided through training, staff assistance, and a clearinghouse of resources and opportunities maintained on our galibtech website. The framework for LIFT was especially necessary this year, as it provided a platform for managing additional grant opportunities made available after COVID, including discretionary CARES funding.

Intent: Improve library's physical and technology infrastructure.

Activity: Instruction
Mode: Consultation/drop-in/referral
Format: Combined in-person & virtual

Quantity
Total number of consultation/reference transactions: 62
Average number of consultation/reference transactions per month: 5

Partner Information

Organization Type of Partner Organization(s):
Libraries: Yes
Historical Societies or Organizations: No
Museums: No
Archives: No
Cultural Heritage Organization Multi-type: No
Preschools: No
Schools: No
Adult Education: No
Human Service Organizations: No
Other: No

Public Libraries: 411
Academic Libraries: 0
SLAA: 0
Consortia: 0
Special Libraries: 0
School Libraries: 0
Other: 0

Activity Details
Title: Cybersecurity/Information Security Support
Narrative:

This was the first year of GPLS’s cybersecurity program with a dedicated Information Security Officer. GPLS implemented 2 new software solutions: an endpoint management system and a cloud-based endpoint security solution. The cloud-based security software gives us the ability to manage and secure all of our staff computers, whether on-site or remote. The security solution chosen has the ability to be expanded for library use as well.

Most of the first year’s focus was on GPLS’s internal cybersecurity posture and risk evaluation. This was done in the hopes that GPLS would be able to provide external risk assessments for the public libraries. Moving forward, independent evaluations will be completed for GLASS/GDC and PINES, and the results of the process will be used to design a risk analysis program open to all libraries in the state. Ultimately, this will provide them with documentation for funding justifications and an appropriate risk management approach.

Intent: Improve library's physical and technology infrastructure.

Activity: Planning & Evaluation
Mode: Retrospective
Format: In-house

Quantity
Number of evaluations and/or plans funded: 5
Number of funded evaluation and/or plans completed: 5

Partner Information

Public Libraries: 411
Academic Libraries: 0
SLAA: 0
Consortia: 0
Special Libraries: 0
School Libraries: 0
Other: 0

Question 1: I believe the planning and evaluation addresses library needs.
Strongly Agree: 0
Agree: 0
Neither Agree nor Disagree: 0
Disagree: 0
Strongly Disagree: 0
Non-Response: 0
Question 2: I am satisfied with the extent to which the plan or evaluation addresses library needs.
Strongly Agree: 0
Agree: 0
Neither Agree nor Disagree: 0
Disagree: 0
Strongly Disagree: 0
Non-Response: 0
Question 3: I believe the information from the plan or evaluation will be applied to address library needs.
Strongly Agree: 0
Agree: 0
Neither Agree nor Disagree: 0
Disagree: 0
Strongly Disagree: 0
Non-Response: 0

Project Outcomes
Project Outcomes
List any important outcomes or findings not previously reported:
LIFT, as it goes into its first year after the initial pilot year, was successful in assisting libraries in receiving $104,492 of grant funding. In a period of budget cuts this is extremely valuable. We can already see a shift in the way libraries think about grants, and the program continues to expand as there are more interested parties. Having LIFT already in place provided an efficient and familiar method of distribution and management of CARES funds.
Please briefly describe the importance of these outcomes and findings for future program planning:
The impact of the pandemic has led to more grant opportunities and increased engagement from libraries with the LIFT Program. From the previous year, helpdesk tickets increased 84 percent, webinar participation increased 81 percent, and application reviews increased 65 percent. The first opportunity that presented itself after the pandemic hit was the Public Library Association and Grow with Google Virtual Library Services grant focusing on assisting libraries creating and/or expanding virtual services that assist job seekers and small businesses navigate the pandemic. Through the LIFT program GPLS IT provided a suite of resources and services, including a dedicated webpage, webinars, office hours and application review. As a result, seven libraries from across the state were awarded $2,000 each for programs, ranging from live events on social media to signage directing people to the library for resources.
Explain one or two of the most significant lessons learned for others wanting to adopt any facets of this project:
Implementing Chrome and G Suite in tandem has been incredibly beneficial. They are managed in the same administrative console, making it easy to delegate a level of administration to the libraries, and keeping them from having to learn multiple systems. The cost of running a cloud platform such as G Suite is significantly lower than our old “in-house” system and provides a much larger suite of tools, with simple ability to expand or upgrade as needed. Chrome continues to be low cost, low maintenance, and flexible. As libraries find new ways to deploy Chrome devices to meet the needs of their patrons and a changing landscape, we only see an increase in their implementation. Preparation of training resources and aggressive project management is the only way we have been able to support the G Suite migration project with only (1) full time administrator. By frontloading as much work as possible for this project, we have been able to move forward steadily, even with setbacks. This same methodology is being applied to the new cybersecurity program. Providing libraries with technology planning support and resources to assist with grant applications has immediately changed how Georgia’s libraries perceive grant opportunities. Knowing they have a resource available has been key in their newly empowered involvement and desire to apply for grants.
Do you anticipate continuing this project after the current reporting period ends:
Yes
Do you anticipate any change in level of effort in managing this project:
No
Explain:

Do you anticipate changing the types of activities and objectives addressed by the project:
No
Explain:

Was an evaluation conducted for this project:
No
Was a final written evaluation report produced:
No
Can the final written evaluation report be shared publicly on the IMLS website:
No
Was the evaluation conducted by project staff (either SLAA or local library) or by a third-party evaluator:
Third-Party
What data collection tools were used for any report outcomes and outputs:
Did you collect any media for the data:
What types of methods were used to analyze collected data:
Other:
How were participants (or items) selected:
What type of research design did you use to compare the value for any reported output or outcome:

Exemplary: No
Exemplary Narrative

Project Tags: Emerging technologies; Cloud Computing; technology plans, cybersecurity