NSW Government

Office Automation Standard

Version 1.0

June 2016

Office Automation Standard

CONTENTS

1. CONTEXT 3

1.1 Background 3

1.2 Purpose 3

1.3 Scope and application 3

1.4 Policy context 3

1.5 The ICT Services Catalogue 4

2. KEY PRINCIPLES 5

3. STANDARD 5

3.1 Architecture 5

3.2 Elements of the standard 15

3.2.1 Configuration management 15

3.2.2 Security management 21

3.2.3 Service management 22

DOCUMENT CONTROL 24

APPENDIX A – Support levels and descriptions 25

APPENDIX B – Definitions 26

APPENDIX C – References 27

APPENDIX D – Background on standards 28

Office Automation Standard

1. CONTEXT

1.1 Background This is a technical standard developed by the NSW ICT Procurement and Technical Standards Working Group. The standard contains technical and functional requirements that agencies should consider when commissioning office automation (incorporating office productivity, messaging, collaboration and/or unified communications) solutions.

By defining the necessary and common elements across agencies, the standard provides an opportunity to leverage the buying power of Government as a whole, improve procurement efficiency and increase interoperability.

1.2 PurposeThe purpose of this standard is to assist NSW Government agencies to develop, procure and implement office automation (either in their entirety or sub components that meet Agency business needs) solutions and tools, as well as take full advantage of their benefits. This standard also helps agencies procure in a strategic manner that reflects the NSW Government’s priorities as outlined in the NSW Government ICT Strategy.

This standard details the issues that need to be considered so each agency can identify the available options that best suit their business requirements, helping agencies achieve value for money through cost savings and improved flexibility of service offerings.

1.3 Scope and applicationThis standard applies to all NSW Government departments, statutory bodies and shared service providers. It does not apply to state-owned corporations, but is recommended for their adoption.

For the purposes of this standard, office automation means as a minimum:

Office productivity – elements include word processing, spreadsheets, presentation/graphics, and note taking solutions.

Messaging – elements include: email, calendar, contacts and addresses, archiving and solution mobility.

Collaboration – elements include: instant messaging, video conferencing, offline snyc and solution mobility.

Unified communications – elements include: apps integration, social media and solution mobility.

This standard sets out service definitions as minimum requirements that vendors must meet to be able to offer their services through the NSW ICT Services Catalogue. Agencies should consider any specific operational or regulatory factors that impact their requirements, and specific requirements they have in addition to those detailed in this standard.

1.4 Policy contextThe NSW Government ICT Strategy and Digital+ 2016 Final Update set out the Government’s plan to: build capability across the NSW public sector to deliver better, more customer-focused services that are available anywhere, anytime; and to derive increased value from the Government’s annual investment in ICT.

Information sharing, open data and reuse of technology are priority initiatives of the ICT Strategy, to maximise the return on government investments, support better policy

Office Automation Standard

development and service delivery. The NSW Government ICT Investment Policy and Guidelines establishes these requirements for all new ICT projects, particular to make better use of the functionality in existing systems.

The NSW Government Enterprise Architecture (NSW GEA) provides direction and practical guidance to accelerate the development of agency EA capability and enabling a common, intra and inter agency approach to the design of digital government. It encompasses all aspects of enterprise architecture activity at the business, information, application and technology infrastructure layers.

NSW Government, along with many governments in other jurisdictions, has moved towards opening up previously protected databases and applications, so that data and functionality can be accessed across agency boundaries or reused in new systems. Within NSW this has been reflected in the development of the NSW Government Open Data Policy, which provides clear direction for agencies to make their data available to the public in machine readable forms, including through the availability of APIs.

Developing whole of NSW Government ICT technical standards is a key initiative of the NSW Government ICT Strategy, driven by the ICT Procurement and Technical Standards Working Group. These standards leverage principles defined in the NSW Government ICT Strategy and the NSW Government Cloud Policy, and they support the NSW ICT Services Catalogue.

The standards set out service definitions as minimum requirements that vendors must meet to be able to offer their services through the NSW Services Catalogue. This helps achieve consistency across service offerings, emphasising a move to as a service sourcing strategies in line with the NSW Government ICT Strategy, and it signals government procurement priorities to industry.

This standard should be applied along with existing NSW Government policies and guidance, including the NSW Digital Information Security Policy. More information on the process for the development of standards that populate the ICT Services Catalogue is at Appendix D – Background on Standards.

1.5 The ICT Services CatalogueThe ICT Services Catalogue provides suppliers with a showcase for their products and services, and an opportunity to outline how their offerings meet or exceed standard government requirements. The standards, together with supplier service offerings, help to reduce red tape and duplication of effort by allowing suppliers to submit service details only once against the standards. The offerings are then available to all potential buyers, simplifying procurement processes for government agencies.

Implementing this category management approach will embed common approaches, technologies and systems to maintain currency, improve interoperability and provide better value ICT investment across NSW Government.

Office Automation Standard

2. KEY PRINCIPLESThe following principles guide the development and implementation of this standard.

Facilitating as a service: Specification of office productivity, messaging, collaboration and unified communications solutions should support agencies in moving to as a service sourcing models.

Interoperability: Meeting this standard should help agencies achieve application and hardware interoperability, ensuring that agency computing environments enable appropriate information sharing across devices and applications. Where feasible, open interoperability standards should be preferred over proprietary standards.

Mobile and flexible: The end user environment should support modern office work practices including flexible arrangements, activity based working and hot desking. Solutions should be capable of operating off-line if required.

Vendor / operating environment agnostic: Office productivity, messaging, collaboration and unified communications solutions should be vendor and operating system agnostic. Devices such as laptops, notebooks, and thin-clients should be able to connect to and access the network. The network must be fully compatible with widely used operating environments.

Efficiency: The standards, as part of the ICT Services Catalogue, help the NSW Government achieve more efficient and streamlined procurement processes.

3. STANDARD

3.1 ArchitectureFigure 1 below illustrates the relationship between the office productivity, messaging, collaboration and unified communication elements.

Office Productivity- Word processing- Spreadsheets- Presentation/graphics- Note taking

Unified Communications

CollaborationMessaging

- Email- Calendar- Contacts and address- Archive- Mobility

- Instant messaging- Video - Conferencing- Offline Snyc- Mobility

- Multi-vendor interoperability

- Social- Mobility

Figure 1: Office productivity, messaging, collaboration and unified communications architecture

Office Automation Standard

Use Case / ScenariosThis section provides a detailed description of the messaging, collaboration and unified communications recommended business and technical requirements for NSW Government. It provides a consistent approach for all NSW Government agencies regardless of their size.

Key to table requirements:

Required Optional, but beneficial

Office Automation Standard

Use Case / Scenarios – OFFICE PRODUCTIVITYRequirements for ‘Office Productivity’ elements to support office automation solutions are listed in the tables below.

Use Case / ScenarioOffice Productivity (Part 1)

Configuration management

Wor

d pr

oces

sing

Spre

adsh

eets

Pres

enta

tion/

grap

hics

Not

e ta

king

On-

line

Stor

age

Send

/rec

eive

from

inte

rnet

ad

dres

ses

Org

anisa

tiona

l/Per

sona

l ad

dres

s boo

ksO

rgan

isatio

nal/P

erso

nal

dist

ributi

on li

sts

Disk

spac

e lim

it w

arni

ng

In-s

oluti

on a

rchi

ving

Exte

rnal

arc

hivi

ng

Sear

ch fu

nctio

ns

Dele

gatio

n, a

ssig

n/re

ceiv

e ta

sks

‘Res

ourc

e’ o

bjec

ts

Pass

wor

d pr

otec

tion

/ use

r au

then

ticati

on

High

ava

ilabi

lity

Solu

tion

hygi

ene

Back

up a

nd re

stor

e

Mob

ility

supp

ort

(incl

udin

g fr

om B

YOD)

Audi

ting

and

inve

stiga

tion

Task Worker, Field (Mobile) Worker

Knowledge (Mobile) Worker

Knowledge (Office) Worker

7

Office Automation Standard

Use Case / ScenarioOffice Productivity (Part 2)

Configuration management Security management ServiceManagement

Colla

bora

tion

Docu

men

t man

agem

ent

inte

grati

onPr

ojec

t man

agem

ent

inte

grati

onAr

tefa

cts a

nd d

ata

vers

ioni

ng

Soci

al m

edia

Inte

grat

ed V

oIP

Inte

grat

ed c

onfe

renc

ing

Inst

ant m

essa

ging

&

pres

ence

Secu

re P

OP3

, IM

AP4

and

SMTP

sup

port

Inte

grati

on w

ith id

entit

y m

anag

emen

t &

auth

entic

ation

Encr

ypte

d cl

ient

(opti

onal

)

Info

rmati

on c

lass

ifica

tion

and

labe

lling

Self-

serv

ice

adm

inist

ratio

n

Full-

serv

ice

adm

inist

ratio

n &

su

ppor

tAn

y co

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iant

Dat

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ata

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Ons

hore

/Offs

hore

M

anag

emen

t

Task Worker, Field (Mobile) Worker

Knowledge (Mobile) Worker

Knowledge (Office) Worker

8

Office Automation Standard

Use Case / Scenarios – MESSAGINGRequirements for ‘Messaging’ elements to support office automation solutions are listed in the tables below.

Use Case / ScenarioMessaging (Part 1)

Configuration management

Wor

d pr

oces

sing

Spre

adsh

eets

Pres

enta

tion/

grap

hics

Not

e ta

king

On-

line

Stor

age

Send

/rec

eive

from

inte

rnet

ad

dres

ses

Org

anisa

tiona

l/Per

sona

l ad

dres

s boo

ksO

rgan

isatio

nal/P

erso

nal

dist

ributi

on li

sts

Disk

spac

e lim

it w

arni

ng

In-s

oluti

on a

rchi

ving

Exte

rnal

arc

hivi

ng

Sear

ch fu

nctio

ns

Dele

gatio

n, a

ssig

n/re

ceiv

e ta

sks

‘Res

ourc

e’ o

bjec

ts

Pass

wor

d pr

otec

tion

/ use

r au

then

ticati

on

High

ava

ilabi

lity

Solu

tion

hygi

ene

Back

up a

nd re

stor

e

Mob

ility

supp

ort

(incl

udin

g fr

om B

YOD)

Audi

ting

and

inve

stiga

tion

Task Worker, Field (Mobile) Worker

Knowledge (Mobile) Worker

Knowledge (Office) Worker

9

Office Automation Standard

Use Case / ScenarioMessaging (Part 2)

Configuration management Security management Servicemanagement

Colla

bora

tion

Docu

men

t man

agem

ent

inte

grati

onPr

ojec

t man

agem

ent

inte

grati

onAr

tefa

cts a

nd d

ata

vers

ioni

ng

Soci

al m

edia

Inte

grat

ed V

oIP

Inte

grat

ed c

onfe

renc

ing

Inst

ant m

essa

ging

&

pres

ence

Secu

re P

OP3

, IM

AP4

and

SMTP

sup

port

Inte

grati

on w

ith id

entit

y m

anag

emen

t &

auth

entic

ation

Encr

ypte

d cl

ient

(opti

onal

)

Info

rmati

on c

lass

ifica

tion

and

labe

lling

Self-

serv

ice

adm

inist

ratio

n

Full-

serv

ice

adm

inist

ratio

n &

su

ppor

tAn

y co

mpl

iant

Dat

a Ce

ntre

NSW

Gov

ernm

ent D

ata

Cent

re

Serv

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Leve

l Man

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Mul

ti-se

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oker

pr

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on

Ons

hore

/Offs

hore

M

anag

emen

t

Task Worker, Field (Mobile) Worker

Knowledge (Mobile) Worker

Knowledge (Office) Worker

10

Office Automation Standard

Use Case / Scenarios – COLLABORATIONRequirements for ‘Collaboration’ elements to support office automation solutions are listed in the tables below.

Use Case / ScenarioCollaboration (Part 1)

Configuration management

Wor

d pr

oces

sing

Spre

adsh

eets

Pres

enta

tion/

grap

hics

Not

e ta

king

On-

line

Stor

age

Send

/rec

eive

from

inte

rnet

ad

dres

ses

Org

anisa

tiona

l/Per

sona

l ad

dres

s boo

ksO

rgan

isatio

nal/P

erso

nal

dist

ributi

on li

sts

Disk

spac

e lim

it w

arni

ng

In-s

oluti

on a

rchi

ving

Exte

rnal

arc

hivi

ng

Sear

ch fu

nctio

ns

Dele

gatio

n, a

ssig

n/re

ceiv

e ta

sks

‘Res

ourc

e’ o

bjec

ts

Pass

wor

d pr

otec

tion

/ use

r au

then

ticati

on

High

ava

ilabi

lity

Solu

tion

hygi

ene

Back

up a

nd re

stor

e

Mob

ility

supp

ort

(incl

udin

g fr

om B

YOD)

Audi

ting

and

inve

stiga

tion

Task Worker, Field (Mobile) Worker

Knowledge (Mobile) Worker

Knowledge (Office) Worker

11

Office Automation Standard

Use Case / ScenarioCollaboration (Part 2)

Configuration management Security management Servicemanagement

Colla

bora

tion

Docu

men

t man

agem

ent

inte

grati

onPr

ojec

t man

agem

ent

inte

grati

onAr

tefa

cts a

nd d

ata

vers

ioni

ng

Soci

al m

edia

Inte

grat

ed V

oIP

Inte

grat

ed c

onfe

renc

ing

Inst

ant m

essa

ging

&

pres

ence

Secu

re P

OP3

, IM

AP4

and

SMTP

sup

port

Inte

grati

on w

ith id

entit

y m

anag

emen

t &

auth

entic

ation

Encr

ypte

d cl

ient

(opti

onal

)

Info

rmati

on c

lass

ifica

tion

and

labe

lling

Self-

serv

ice

adm

inist

ratio

n

Full-

serv

ice

adm

inist

ratio

n &

su

ppor

tAn

y co

mpl

iant

Dat

a Ce

ntre

NSW

Gov

ernm

ent D

ata

Cent

re

Serv

ice

Leve

l Man

agem

ent

Mul

ti-se

rvic

e br

oker

pr

ovisi

on

Ons

hore

/Offs

hore

M

anag

emen

t

Task Worker, Field (Mobile) Worker

Knowledge (Mobile) Worker

Knowledge (Office) Worker

12

Office Automation Standard

Use Case / Scenarios – UNIFIED COMMUNICATIONSRequirements for ‘Unified Communications’ elements to support office automation solutions are listed in the tables below.

Use Case / ScenarioUnified Communications (Part 1)

Configuration management

Wor

d pr

oces

sing

Spre

adsh

eets

Pres

enta

tion/

grap

hics

Not

e ta

king

On-

line

Stor

age

Send

/rec

eive

from

inte

rnet

ad

dres

ses

Org

anisa

tiona

l/Per

sona

l ad

dres

s boo

ksO

rgan

isatio

nal/P

erso

nal

dist

ributi

on li

sts

Disk

spac

e lim

it w

arni

ng

In-s

oluti

on a

rchi

ving

Exte

rnal

arc

hivi

ng

Sear

ch fu

nctio

ns

Dele

gatio

n, a

ssig

n/re

ceiv

e ta

sks

‘Res

ourc

e’ o

bjec

ts

Pass

wor

d pr

otec

tion

/ use

r au

then

ticati

on

High

ava

ilabi

lity

Solu

tion

hygi

ene

Back

up a

nd re

stor

e

Mob

ility

supp

ort

(incl

udin

g fr

om B

YOD)

Audi

ting

and

inve

stiga

tion

Task Worker, Field (Mobile) Worker

Knowledge (Mobile) Worker

Knowledge (Office) Worker

13

Office Automation Standard

Use Case / ScenarioUnified Communications (Part 2)

Configuration management Security management Servicemanagement

Colla

bora

tion

Docu

men

t man

agem

ent

inte

grati

onPr

ojec

t man

agem

ent

inte

grati

onAr

tefa

cts a

nd d

ata

vers

ioni

ng

Soci

al m

edia

Inte

grat

ed V

oIP

Inte

grat

ed c

onfe

renc

ing

Inst

ant m

essa

ging

&

pres

ence

Secu

re P

OP3

, IM

AP4

and

SMTP

sup

port

Inte

grati

on w

ith id

entit

y m

anag

emen

t &

auth

entic

ation

Encr

ypte

d cl

ient

(opti

onal

)

Info

rmati

on c

lass

ifica

tion

and

labe

lling

Self-

serv

ice

adm

inist

ratio

n

Full-

serv

ice

adm

inist

ratio

n &

su

ppor

tAn

y co

mpl

iant

Dat

a Ce

ntre

NSW

Gov

ernm

ent D

ata

Cent

re

Serv

ice

Leve

l Man

agem

ent

Mul

ti-se

rvic

e br

oker

pr

ovisi

on

Ons

hore

/Offs

hore

M

anag

emen

t

Task Worker, Field (Mobile) Worker

Knowledge (Mobile) Worker

Knowledge (Office) Worker

14

Office Automation Standard

3.2 Elements of the standardRefer to Appendix B – Definitions for specific guidance on the meaning of ‘office productivity’, ‘messaging’, ‘collaboration’ and ‘unified communications’.

3.2.1 Configuration management

Word ProcessingThe ability to generate, edit and print documents. Solutions need to support ‘docx’ format as a minimum. Basic functions should include:

Insert text Copy Text wrap

Delete text Adjust page size and margins Print

Cut and paste Search and replace words and/or phrases

Full fidelity reading view

Additional functionality includes:

File management Headers, footers and page numbers

Spell checker (multiple language/variation of language supported)

Font specification Layout (different margins, paragraphs etc within one document)

Tables of contents/indexes

Footnoting and cross-reference capability

Macros (character or word representing a series of keystrokes that can represent text or commands)

Thesaurus built-in

Graphics (embedding illustrations and graphs)

Merge (merging text from one file to another)

Windows – support for editing more than one document in separate windows

WYSIWYG Seamless co-authoring Natural language help

Access from any device, with or without Internet connection, includes seamless co-authoring

Open / Save documents from cloud storages

Full ink support

Device agnostic and optimised

Rights Management and password protection

Detailed revision history – inside master document

Inline commenting & replies (incl. ability to “tag” specific people)

In-document language translation

Web clipboard – ability to store commonly used snippets of text

Office Automation Standard

SpreadsheetAbility to generate table(s) of values arranged in rows and columns (intersection points being referred to as ‘cells’) allowing for predefined relationships between cells.

Basic functionality to include:

Insert text Copy Text wrap

Delete text Adjust page size and margins Print

Cut and paste Allowance of predefined relationships between cells

Generate relationships between cells

Production of charts and graphs from data contained in spreadsheet(s)

Full fidelity reading view Print / Save to PDF

Additional functionality includes:

File management Headers, footers and page numbers

Spell checker (multiple language/variation of language supported)

Font specification Ability to link multiple spreadsheets/workbooks as required

Macros (character or word representing a series of keystrokes that can represent text or commands)

Graphics (embedding illustrations and graphs)

Windows – support for editing more than one spreadsheet in separate windows

WYSIWYG

Natural language help Seamless co-authoring Embedded analytics

Access from any device, with or without Internet connection, incl. seamless co-authoring

Open / Save documents from cloud storages

Device agnostic and optimised

Print / Save to PDF Rights Management and password protection

Detailed revision history – inside master spreadsheet

Inline commenting & replies (incl. ability to “tag” specific people)

Hidden Sheets Conditional formatting

Data validation

Presentation/Graphics For the purposes of this standard, presentation/graphics solutions will be inclusive of business presentation solutions that can be either installed on local machines or provided over the internet. They will include the ability to include multi-media images/clips web-links as well as reports/charts or other material from other aspects of the ‘Office Productivity’ suite.

Basic functionality to include:

Presentation Design Tools Animation / Transitions

Charts / Graphs Shapes / Images Templates / Themes

Full fidelity reading view Slide arrangements (add, Slide Numbers

Office Automation Standard

move, delete)

Additional functionality includes:

Access from any device, with or without Internet connection, including seamless co-authoring

Integration with other Office Products

Seamless co-authoring

Device agnostic and optimised

Open / Save documents from cloud storages

Broadcast Slideshow

Rights Management and password protection

Full ink support Print / Save to PDF

Natural language help Support for Rich Media insertion

Speaker Notes

Font specification Remote Control of Presentation from a mobile device

Import themes

Detailed revision history – inside master presentation

Graphics (transparency & inline image adjustment)

Master slide editing

Inline commenting & replies (incl. ability to “tag” specific people)

Web clipboard – ability to store commonly used slides

Note takingAbility to take notes electronically, input can be via keyboard and/or other device depending upon support of such devices (electronic pen, voice recognition by the primary devices (e.g. notebook; tablet etc) being used. Solution should also be able to take as inputs scanned notes and be able to organise material in defined manners the improve efficiency of the note taker.

On-line storageProvision of on-line storage of associated produced data to be provided in approved facilities (see NSW Government Data Centre and/or Cloud Compliant hosting facility) for further requirements.

Send/receive from internet addressesServices will be configured to provide functions to all users including (but not limited to):

The ability to send and receive messages, calendar invitations, and task assignments.

Select, at agency level, whether or not an email address is available to send/receive material electronically via the internet.

Calendar functions, including the ability to view availability for appointments and meetings, and additional information by exception.

The ability to create or amend calendar bookings through delegation.

The respective client (messaging, collaboration and/or unified communications) can integrate with appropriate third-party tools (e.g., office productivity tools) to provide seamless interaction.

All messages are required to have an appropriate disclaimer appended to all external email recipients (recipients not on the sender’s email domain).

A disclaimer template is provided below:

Office Automation Standard

********************************************************************

This email message, including any attached files, is confidential and intended solely for the use of the individual or entity to whom it is addressed. <Agency Name> prohibits the right to publish, copy, distribute or disclose any information contained in this email, or its attachments, by any party other than the intended recipient. If you have received this email in error please notify the sender and delete it from your system.No employee or agent is authorised to conclude any binding agreement on behalf of <Agency Name> by email. The views or opinions presented in this email are solely those of the author and do not necessarily represent those of the <Department/Agency>, except where the sender expressly, and with authority, states them to be the views of <Agency Name>.<Agency Name> accepts no liability for any loss or damage arising from the use of this email and recommends that the recipient check this email and any attached files for the presence of viruses.

********************************************************************

Organisational/Personal address booksThe solution must be able to support:

organisation-wide (global) address books that may be government-wide or multi-cluster depending on integration points

multiple subsidiary address books for each object (human and ‘resource’), synchronisation of calendars, busy searches, directories (including address books), message flows between services as necessary.

Organisational/Personal distribution listsThe solution must be able to support both organisational (accessible to all users of the solution within an email domain) and personal (those generated by individuals and ideally sharable to others) distribution lists.

Disk space limit warning notificationThe solution must be able to provide notification when certain disk space thresholds have been reached. Once a final threshold has been reached, the solution must provide advice to the user indicating that this event has occurred and appropriate action commenced.

In-solution archivingThe solution must be able to electronically link messaging, collaboration and/or unified communications solutions to internal (within solution) based archival solutions. A user should be able to seamlessly archive and retrieve items.

External archivingThe solution must be able to electronically link messaging, collaboration and/or unified communications solutions to external standards-based archival solutions. A user should be able to seamlessly archive and retrieve items. Such solutions may be provided as a service within the same provider’s environment, through a third-party as a service solution, or internally within an agency’s ICT environment.

Search functionsThe solution must provide the user with the ability to search for words and phrases in headers or metadata tags and the body of material including attachments where appropriate. The search returns should allow a user to ‘click’ to open found responses.

Delegation, assign/receive tasks

Office Automation Standard

The solution must provide the user with the ability to delegate, assign and receive tasks, functions, messages to or from other authorised users on the solution in a manner that is seamless to the user and which is simple to reverse as business operations require.

‘Resource’ objects‘Resource’ objects are pooled resources that are available to staff to request such as meeting rooms or vehicles. The solution must be able to provide automated responses to requests on resource availability, or have a designated ‘resource owner’ who will accept/decline all addressed requests.

Password protection / User authenticationAll solutions must support password authentication and must meet the specifications set out in the table below.

Password protection / user authentication specifications

Setting Value

Minimum password length 7 characters (numeric, alphanumeric or similar)

Maximum password attempts 4 attempts

Forbidden passwords Popular:

E.g. password, department

Repetitive:

E.g. 0000000, 2222222

Sequential:

E.g. 1234567, 4567890

Password History Not allowed to use previous x passwords

Security time-out x minutes

High availabilityThe solution will provide appropriate built-in redundancy to achieve agency required levels of service. Typically this should be not less than 99.5% availability during operating hours, which for most agencies is at minimum 7:00am-7:00pm Monday to Friday. Some agencies will have a requirement for 24hours, 7 days per week service (e.g. Police and Emergency Services, Health, Transport). Solution providers should describe their standard availability offerings.

Solution hygiene As appropriate ‘as a Service’ solution to provide installed, appropriate and up-to-date hygiene solutions including (but not limited to) antivirus, anti-spam, data leak prevention and anti-spyware. Email address formats must minimise the likelihood of unsolicited email traffic. Agencies will review their security practices to ensure appropriate protection from spam and malicious emails. This includes the use of the phrase “no spam” in the display of a published email address.

Backup and restoreAgencies need to review solutions to determine the level of backup and restore service available as required. Many as a service providers only perform backups for the purpose of disaster recovery. This may not be sufficient for agency business and operational requirements and an additional service may be required. Solution providers should describe their standard backup/restore offerings.

Mobility support (including from BYOD)The solution must be able to support mobility requirements of agencies.

Office Automation Standard

Minimum requirements are:

support for Activity Based Working (ABW)

access to all available elements of the solution using either vendor/solution software or through web based browsers (all industry standard browsers should be supported)

support for a flexible workforce made up of permanent staff, contractors and third party service providers using both agency-provided and Bring Your Own Devices (BYOD)

support for the changing workforce model to recognise that the office is not always the primary place of interaction

access through all common mobile devices (Android, Apple and Windows Mobile via either Active Sync/Direct push).

Facsimile (Fax) capabilitySolutions should have the ability to send and receive ‘faxes’ electronically. For outbound ‘faxes’ a number of options could be considered including but not limited to send as a print job from any application to a ‘fax solution’ or as an e-mail directed to a ‘fax solution’. For all inbound ‘faxes’ a conversion to e-mail format as a minimum should be supplied.

Auditing and investigation All elements of office automation but specifically the messaging, collaboration and unified communication solutions must provide the agency, the Auditor General and any other authorised statutory body the ability to audit and conduct investigations of the agency domain within the solution.

This may include (as appropriate):

requesting the restoration of mailboxes for periods of up to <x> years

mailbox copy to be provided to authorised investigator (typically HR/Audit staff members)

chat logs and call logs to be provided to authorised investigator.

CollaborationThe solution must be able to support collaborative ways of working and the achievement of shared goals and deliverables electronically, regardless of geographical location or type of working environment.

The solution will provide audit history, threaded discussions and an interface (or the actual) to document and records management systems.

Collaboration elements of any solution will contain the following as a minimum:

Knowledge Management: the ability to collect, organise, manage, and share various forms of information, including the ability to share structured data and information.

Online proofing: the ability to share, review, approve and reject a variety of material such as documents, presentations, and images.

Online data collaboration: the ability to collaborate and share structured data and information. This would include as a minimum such elements as documents, spreadsheets, wikis, presentations, and project files.

Extranet/portal functions: collect, organise, manage and share information associated with the delivery of a project or service with both internal and external parties such as consultants, contractors, or service providers.

Workflow integration: either provided as part of the solution or the ability to integrate with agency or cloud based third party solutions.

Office Automation Standard

Element bookmarking: the ability for an agency or sub-agency to use a collaborative bookmarking engine to tag, organize, share, and search agency data.

Artefacts and data versioning: to a limited extent, the ability to store artefacts and version control data. The solution should include basic document management practices and principles.

Document management integrationAs appropriate the solution needs to integrate with agency nominated document management solutions, either as a service within the same provider’s environment, or through a third-party as a service solution This should as a minimum allow for documents to be sent as a link (as opposed to an attachment) on all internal communications. Solution providers to define solutions they can integrate with and to what degree this can be achieved.

It should provide an enhanced user experience and seamless integration across any element of the product suite (office productivity / messaging / collaboration / unified communications).

Project management integrationRelated to collaboration, the solution must integrate with popular project management tools to provide a seamless operation to the end user. Minimum elements are time management, milestones and shared calendars.

Social mediaThe solution must provide appropriate linkage with common social media platforms, subject to agency requirements. Solution providers need to describe those social media solutions they are able to connect with and to what level of integration.

Integrated VoIPThe unified communications element of any solution must integrate with agency (and/or hosted) Voice over Internet Protocol (VoIP) telephony solutions. Such solutions may be provided as a service within the same provider’s environment, or through a third-party as a service solution.

Integrated conferencingThe unified communications element of any solution must provide integrated voice or video conferencing facilities with the option to record and store data including any legacy systems. Such solutions may be provided as a service within the same provider’s environment, or through a third-party as a service solution.

Instant messaging and presenceInstant messaging facilities should be available as part of all messaging, collaboration and unified communications elements. A list of users and their online availability should be shared.

The unified communications element should provide real-time information about the location and availability of an end-user as part of the presence facility. Solutions should allow for varying levels of instant communication such as instant messaging, voice or video calling.

3.2.2 Security management

Secure POP3, IMAP4 and SMTP supportThe solution will as a minimum support POP3, IMAP4 & SMTP as standard for all messaging gateway functions.

Integration with identity management and authenticationSolutions must integrate (federate) with agency identity management and authentication solutions or pass credentials between the agency IDM solution(s) and the office productivity / messaging / collaboration / unified communications solution in such a way that the end-user does not need to separately login to these solutions.

Office Automation Standard

Encrypted client As a minimum, solutions need to support the following requirements:

Encrypted client connectivity using FIPS 140-2

S/MIME for digital signatures and email encryption

Information classification and labellingThe solution will as a minimum, either as a service within the same provider’s environment or through a third-party as a service solution, support the ability to label all outgoing messages with the labels and usages specified in the NSW Government Information Classification, Labelling & Handling Guidelines.

3.2.3 Service managementAll service management elements must be delivered to an ITIL based service management methodology unless specified otherwise either by an agency or the Service provider.

Self-service administrationThe ability to automatically provision and de-provision for all agency resources within the system, together with other appropriate administration and management tasks that can be delegated from the Service provider that do not impinge on the solution being provided to other customers.

Full-service administration and supportAll provisioning, de-provisioning, together with all other administration and management tasks required to operate the environment are provided as part of the service offering. The only exception will be Service Management of the provider which remains the sole responsibility of the initiating agency.

Cloud compliant hosting facilityAll relevant cloud services for the solution may be provisioned from a compliant hosting facility. Compliant hosting is defined as having the following attributes and/or capabilities:

The location of the hosting facility must be identified either by name and/or location (city and country) in any response.

The hosting location cannot be changed without first informing the agency concerned.

The service provider undertakes, maintains and provides access to SSAE 16 Service Organization Control (SOC) Type II reports (or equivalent) for the services and facilities in scope for the engagement.

The hosting facility must comply with minimum Tier 3, as defined by the Uptime Institute, ANSI TIA-942, or an equivalent industry standard.

The hosting facility must be certified against ISO 27001; compliance with the following international standards is desirable:

o ISO 9001

o ISO 27002

o ISO 20000-1:2011

o ISO 14001

Other desirable certifications may include, but are not limited to:

o PCI-DSS v3.0 or later

o Australian Signals Directorate

o ASIO-T4

Office Automation Standard

o Uptime Institute

o CSA

Also consider contractual obligations relating to the service provider allowing security assessments and treatment of outcomes as agreed with the client.

If the hosting facilities changes to a location that is deemed unacceptable either to NSW Government or to the agency and/or loses attributes and/or capabilities identified above, the agency may need to consider termination of services.

NSW Government Data CentreAll relevant services for the solution may be provisioned from one or both NSW Government Data Centre (GovDC). Depending on the service offering and agency requirements, it may be possible to ‘burst’ some elements of services to other location(s) subject to agreement with the commissioning agency.

Burst data centres must be deemed ‘compliant’. If the ‘burst’ data centre facilities change to a location that is deemed unacceptable either to NSW Government or to the agency, the agency may need to re-examine the ‘burst’ service or the full service.

Service level management

Agencies will retain ultimate responsibility for service level management in any solutions engagement, which would ordinarily be covered by a SLA. Agencies, service-brokers and solution providers need to agree all SLA reporting and other related activities as part of any transition-in process.

Multi-service broker provision

Any solution provider must work within the confines of a multi-service provider environment where either the agency or nominated provider will perform broker service provision. This will be defined as one provider being made accountable for the provision of all associated services, whether these are provided by the provider itself, or other third-party providers.

Onshore/offshore management

All solution providers must be able to articulate where their services will be provided from, including any remote support services. For example, with a ‘follow the sun’ support model, the locations of each of their support sites around the globe need to be identified. Any changes to these need to be communicated to the customer agency promptly and if this causes issues, the agency has the right to cancel the service with appropriate notification.

Office Automation Standard

DOCUMENT CONTROL

Document historyStatus: Final

Version: 1.0

Approved by: Executive Director, ICT Policy & Innovation

Approved on: 3 June 2016

Issued by: Department of Finance, Services & Innovation

Contact: ICT Services, Service & Digital Innovation, Department of Finance, Services & Innovation

Email: standards@finance.nsw.gov.au

Telephone: (02) 9372 7445

Review This standard will be reviewed as required.

Office Automation Standard

APPENDIX A – Support levels and descriptions

Service support levels

Silver service – All office productivity, messaging, collaboration and/or unified communications administration, management and related support services that can be delegated from the solution provider to the agency’s internal ICT teams are delegated and these services are not provided by the solution provider.

Gold service – All office productivity, messaging, collaboration and/or unified communications administration, management and related support services are optionally provided by the solution provider in addition to appropriate services being managed by the agency (as allowed by the solution’s construct).

Use Case / Scenario descriptions

Use Case / Scenario Description

Task WorkerFixed location based worker. Performs a limited set of tasks. Refer to Worker Type – Details in NSW Government Worker Type description.

Knowledge (Office) Worker

Primarily fixed location based worker (however some mobility may be required). Performs a variety of high intensity tasks using information from various sources. Refer to Worker Type – Details in NSW Government Worker Type description.

Knowledge (Mobile) Worker

Various locations, often at short notice and always connected. Performs a variety of high-intensity tasks, using information from various sources. Refer to Worker Type – Details in NSW Government Worker Type description.

Field (Mobile) WorkerMostly in the field, rarely in the office and always connected. Performs a variety of tasks. Refer to Worker Type – Details in NSW Government Worker Type description.

Office Automation Standard

APPENDIX B – Definitions

Office automation – products used in everyday office work including but not limited to Office productivity suites, messaging (e-mail), collaboration and unified communications tools.

Office productivity – a set of tools for general use in the work place including but not limited to word processing, spreadsheet, presentation/graphics and note taking elements.

Messaging – a messaging service includes standard communication tools including but not limited to email, calendar, contacts and archiving.

Collaboration – collaboration tools are designed to assist individuals to work with peers in any location to achieve common goals. Tools may include instant messaging, video, conferencing and file sharing.

Unified communications – these arrangements provide interactive use of multiple enterprise communications methods and can include app integration and social network tools.

SMTP – Simple Mail Transfer Protocol, an internet standard for email transmission across internet protocol (IP) networks.

POP3 – Post Office Protocol

IMAP4 – Internet Message Access Protocol

Office Automation Standard

APPENDIX C – ReferencesAgencies should have regard to the following statutes, NSW Government policies and standards:

ISO 27031-2011 Information technology – Security techniques – Guidelines for information and communication technology readiness for business continuity

ISO 27001 Information technology – Security techniques – Information security management systems – Requirements

NSW Government Digital Information Security Policy NSW Government Open Data Policy NSW Government Cloud Policy NSW Government Standard for Data Quality Reporting NSW Government ICT Strategy NSW Government Digital + 2016 Final Update NSW Government Information Classification, Labelling and Handling Guidelines NSW Government Investment Policy and Guidelines NSW Procurement: Small and Medium Enterprises Policy Framework Privacy and Personal Information Protection Act 1998 Public Finance and Audit Act 1983 Public Interest Disclosures Act 1994 State Records Act 1998 TPP 09-05 - Internal Audit and Risk Management Policy for the NSW Public Sector

Office Automation Standard

APPENDIX D – Background on standards Developing standards

Development of a standard begins with identifying the need for a new standard, which is followed by the development of the standard in consultation with the industry and experts groups, including the Australian Information Industry Association (AIIA).

The following diagram outlines the process.

The ICT Procurement and Technical Standards Working Group (PTS Working Group) is chaired by the NSW Department of Finance, Services & Innovation and includes senior representation from across NSW Government.

Agencies engage with the PTS Working Group concerning services for inclusion in the ICT Services Catalogue. This drives the development of technical standards, where none exist. The PTS Working Group has the leading role in reviewing and endorsing the technical standards developed in response to agency requirements.

The PTS Working Group is supported by two sub-groups responsible for the areas of Telecommunications and Services and Solutions. The sub-groups are responsible for initial development and review of standards relating to their areas of responsibility.

Management and implementation

There is scope to modify standards through the NSW Government ICT governance arrangements as necessary. Standards are designed to add value, augment and be complementary to, other guidance, and they are continually improved and updated.

This standard does not affect or override the responsibilities of an agency or any employee regarding the management and disposal of information, data, and assets. Standards in ICT procurement must also address business requirements for service delivery.

NSW Procurement facilitates the implementation of the standards by applying them to the goods and services made available through the ICT Services Catalogue.

Need for new or amended standard

identified

Standard developed (Industry/agencies

consulted)

Standard approved and released by PTS

Working Group

Market engagement for services which meet the standard

Services added to Catalogue

Business requirements change