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FSC Operations Guide Appendix D: Asia Pacific Specific Guidelines

  • Updated

FamilySearch Center Operations Guide Appendix D: Asia Pacific Specific Guidelines

9: Microfilm and Microfiche

If you have microfilm or microfiche questions, contact Pacific Area Support.

10: Church Directory of Organizations and Leaders (CDOL)

Viewing Center Information in CDOL

You may review FamilySearch center information such as center leadership, center address, and center hours in CDOL at cdol.churchofjesuschrist.org. If any center information needs to be corrected, the leader should email the changes to DL-FSC-Info@familysearch.org using a FamilyHistoryMail.org, FamilySearch.org, or ChurchofJesusChrist.org email address. The email will be rejected if not sent from one of those email address. The leader may also contact FamilySearch Support to request that changes be made.

11: Computers, Printer, and Software

Equipment Support and Replacement Policy

The following policy defines the transition from a 5-year replacement cycle to a break-fix replacement model for FamilySearch center (FSC) equipment across the APAC region, emphasizing stewardship and standardized reporting.

Section 1: Leadership Summary

Purpose: This policy defines the support, maintenance, and replacement approach for computers and printers used in FamilySearch centers (FSCs) across the APAC region. It establishes a break-fix model to ensure responsible stewardship, consistent service delivery, and efficient use of resources.

Policy Statement: FamilySearch center equipment is retained in service while it remains functional and cost-effective to support. Replacement equipment is determined by working condition, not by age.

Key Principles

  • Break-fix replacement: Devices are replaced only when no longer functional or repairable.
  • Standardized reporting: All issues must be submitted through the Facilities Issue Reporting (FIR) application. For more information, see the Issue Reporting and Resolution Process section.
  • Standard operating system: ChromeOS Flex is the approved operating system for FSC computers.
  • Stewardship of resources: Equipment is maintained and kept in service where possible to maximize lifespan.

How Issues Are Handled

  1. Identification: An issue is identified at the FamilySearch center.
  2. Local triage: Technology specialist, with Facilities Management (FM) assistance performs initial troubleshooting.
  3. Reporting: If the issue is unrepairable and replacement is anticipated, an FIR is submitted.
  4. Escalation: The FIR is escalated to the Family History Department (FHD) for replacement request. FHD contacts the stake to obtain any additional necessary details.
  5. Approval: The FHD obtains a completed Equipment Replacement Request Form and endorsement from the Stake President before PC replacement is processed.

Note: If you are unsure how to proceed, submit the concern through FIR, especially when replacement may be required.

 

Section 2: Stakeholder Details

This section provides detailed guidance for FSC coordinators, technology specialists, Facilities Management, and support teams.

Scope

This policy applies to:

  • All FSC computers, including desktops, printers, and related equipment.
  • FSC coordinators, technology specialists, Facilities Management, and Family History Department support teams.
  • All APAC FamilySearch center locations.

Roles and Responsibilities

  • FSC coordinator: Monitor equipment functionality; seek assistance from technology specialists; submit FIRs when issues impact center operations.
  • Technology specialist: Provide the first-line technical support and troubleshooting; coordinate warranty repairs with manufacturers; advise on repair vs. replacement decisions.
  • Facilities Management (FM) Group: Manage FIR workflow and coordination; support troubleshooting and minor repairs; oversee installation of new equipment and disposal of retired equipment, upon request.
  • Stake or District President: Review and endorse the equipment replacement requests.
  • Family History Department: Fund and authorize replacement of defective and unrepairable FamilySearch center equipment.

Issue Reporting and Resolution Process

  1. Issue identification: Equipment issues are identified by FSC coordinators or staff that impact center operations.
  2. Local troubleshooting: The technology specialist performs initial diagnosis and attempts to find a resolution.

  3. FIR submission: If the issue cannot be resolved or is likely to require replacement equipment, and FIR must be submitted using the Facilities Issue Reporting application. For specific instructions on using the FIR app, see:

    Submit a FIR

  4. Review and Escalate: FM reviews the FIR and routes it to the appropriate support channel for assessment.
  5. Technical assessment:
    1. In-warranty computer: Repair is coordinated through Dell ProSupport.
    2. Out-of-warranty computer: Device is evaluated for ChromeOS Flex conversion or replacement recommendation.
  6. Approval or replacement request and endorsement: An Equipment Replacement Request Form is completely by the FamilySearch center coordinator and endorsed by the stake or district president.
  7. Fulfillment and disposal: Upon FHD approval, the following occurs.
    1. Replacement equipment is provided (full unit: computer, monitor, keyboard, mouse, and printer).
    2. FM coordinates installation of new equipment and proper disposal of retired equipment upon request.
  8. Get help:
    1. For additional questions or further information about your request, contact your Facilities Management (FM) Group.
    2. The contact information for your FM Group is listed in the FIR app under Contact Us and Customer Support.
    3. If you would like to see an example with step-by-step screenshots, click here to view the iOS guide.

 

Technical Standards

 

  • Warranty: All Dell computers include a 3-year Dell ProSupport warranty.
  • Operating system standard: ChromeOS Flex. Devices using Windows 10 or 11 are converted to ChromeOS Flex to extend service life.
    Note: If assistance is needed for installing ChromeOS Flex, please submit a FIR.
  • Peripheral support: Basic peripherals, such as the keyboard and mouse, are replaced locally.

 

Replacement Criteria

Replacement is approved when:
 

  • The device is defective and out of warranty.
  • The replacement is necessary to meet the center's usage and patron demand. For example, if a broken unit reduced the total count below the center's actual operational requirement.
  • The device age alone is not a factor in replacement decisions.

 

Compliance

All APAC FSCs must follow this policy when managing computer equipment. All replacements and major repairs must be processed through the FIR system and approved workflow. For more information about the purpose and uses of FIR, see the introduction video here: Welcome to the Facility Issue Reporting (FIR) Application.

 

Forms

For equipment needs in the APAC area, please use the following forms:

The FamilySearch Center Computer Equipment Needs Analysis Form is used when additional equipment is needed to meet the operational requirements of the center.

FamilySearch Center Computer Equipment Needs Analysis Form

The Equipment Replacement Request Form is used when existing equipment has failed and requires a replacement.

Equipment Replacement Request Form for APAC FamilySearch Centers

 

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