2026 Budget Service Level Catalogues

 SERVICE AREA – INFORMATION COMMUNICATION TECHNOLOGY (ICT)

 Summary

Objective: To ensure the security, seamless operation, support, and strategic integration of Council’s technological
infrastructure and services to its internal and external customers. This objective supports NSC’s Corporate Plan Theme
of Excellence, by enabling operational efficiency, technological advancement, and effective service delivery to meet the
community's needs.

Activities: The provision of an ERP system, spatial services, records management and ICT operations (including
cybersecurity, onsite hardware, desktop support services, cloud and Azure, network and infrastructure); across the
lifecycle including projects and installation, operation, maintenance, analytics, support and training.


 Delivery Framework             Details
 Corporate Plan Theme           Excellence
 Responsibility                 Information and Communication Technology
 (Branch Level)
 Legislative Responsibility     Information Privacy Act 2009 (Qld)
                                Public Records Act 2002 (Qld)
                                Local Government Act 2009 (Qld) and Local Government Regulation 2012 (Qld)
                                Right to Information Act 2009 (Qld)
                                Cyber Security Frameworks and Guidelines (ASD)
                                Australian Privacy Principles (contained within the Privacy Act 1988 (Cth)
 Service Delivery Model         Service provided internally through permanent staff resources.
                                Services of external consultants, vendors, service providers engaged to support
                                the delivery of activities


 Service Inputs                     Details
 (Resources to Deliver Service)
 Physical Assets/Infrastructure     Computing Hardware, Networking Infrastructure (local), Microsoft Azure
 Software & Systems                 Microsoft Azure, Microsoft 365, All Software and Saas Applications used by
                                    entire organisation
 Budget Cost Centres                1400 - Management ICT
                                    1401 - ICT Applications
                                    1402 - ICT Infrastructure
                                    1403 - ICT Spatial Information
                                    1404 - Records Management
 FTE                                23
 Other Key Metrics                  Volumes
                                    •     Support tickets
                                    •     Documents registered in Council Records system
                                    •     Size and scale of upgrade projects
                                    •     Number of system events (monitored through security systems)
                                    •     Number of PCs and other hardware


 Service Outputs - Performance Measures
 Type                       Measure                            Target                Methodology / Calculation
 Efficiency                 Cost per device                    TBD

 Effectiveness                  % of help desk requests        100%                  ITSM platform
                                actioned within 24 hours

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