Manual of Operations - Commission on Filipinos Overseas · Network, Web Portal and Data Center). 7....

MISD MANUAL OF OPERATIONS

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Manual

of

Operations _______________________

Management Information

Systems Division

(MISD)


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OUTLINE

I. Definition of Terms and Acronyms

II. The Management Information Systems Division (MISD) A. Vision B. Mission C. Core Values D. Objectives E. Functional Chart

III. Organization And Responsibilities

A. Tasks B. Functions C. Organizational Chart

IV. MISD Core Processes

A. Data Banking and Statistics Process B. Information Systems and Website Development Process C. Data Center Management Process D. ICT Support Processes

1. Technical Support 2. Preventive Maintenance 3. CCTV Management

E. Multimedia And Creatives Processes

V. ICT Policy

VI. ICT Security

VII. MISD Contact Details

VIII. Annexes


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I. DEFINITION OF TERMS AND ACRONYMS

a. Archiving – a process that will ensure that information is preserved against

technical obsolescence and physical damage. It will also help conserve very

expensive resources and ensure that the research potential of the information

is fully exploited. DPA of 2012 – Chapter V. Security of Personal Information -

SEC. 20. Security of Personal Information. – (a) The personal information

controller must implement reasonable and appropriate organizational, physical

and technical measures intended for the protection of personal information

against any accidental or unlawful destruction, alteration and disclosure, as well

as against any other unlawful processing.

b. Data bank – a repository of information on one or more subjects that is

organized in a way that facilitates local or remote information retrieval. A data

bank may be either centralized or decentralized.

c. Data Center – a centralized repository, either physical or virtual, for the storage,

management, and dissemination of data and information organized around a

particular body of knowledge or pertaining to a particular business.

d. Desktop PC – a PC that is not designed for portability and is expected to be set

up in a permanent location.

e. Intranet – a private network that is contained within an enterprise. It may consist

of many inter-linked LANs. The main purpose of an intranet is to share company

information and computing resources among employees.

f. Laptop – also called a notebook, is a portable PC that integrates the display,

keyboard, a pointing device or trackball, processor, memory and hard drive all in

a battery-operated package slightly larger than an average hardcover book.

g. Local Area Network (LAN) – a group of computers and associated devices that

share a common communications line or wireless link and typically share the

resources of a single processor or server within a small geographic area (for

example, within an office building).

h. PABX – stands for private automatic branch exchange and is a telephone

switching system used within a business or organization. It works by


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interconnecting telephone extensions to each other and to the outside public

telephone network.

i. Server – a computer that has been optimized to provide services to other

computers over a network.

j. Web site – your agency’s presence on the Internet environment.

k. Wide Area Network – similar to a Local Area Network (LAN), but unlike LANs,

WANs are not limited to a single location.

l. Workstations – categorized as PCs attached to an office network (usually a Local

Area Network).

_____________ Sources: https://www.privacy.gov.ph/data-privacy-act/#20 computer.howstuffworks.com en.wikipedia.org www.techterms.com simple.wikipedia.org www.m-w.com electronics.howstuffworks.com www.auditnet.org www.voip-info.org


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II. THE MANAGEMENT INFORMATION SYSTEMS DIVISION (MISD)

Per Executive Order No. 346, the Management Information Systems Division is tasked to develop and maintain information systems and databases to support the implementation of the programs and policy initiatives of the CFO, as well as to support the automation of the technical operation of the agency.

A. VISION

The CFO-MISD envisions to be recognized as a center of excellence and useful ICT division in the national government in terms of data banking of Filipinos overseas by providing accurate, comprehensive data and solutions responsive to the needs of Filipinos overseas, policy-makers and other stakeholders.

B. MISSION We are a group of ICT professionals who are committed to the higher aim of the CFO and the national government in promoting migration and development by: 1. Maintaining a strong knowledge bank of Filipinos overseas

migration data 2. Developing and implementing efficient, yet cost-effective ICT solutions.

C. CORE VALUES – SHAPED UP

S – Service and Results-oriented H – High Degree of Professionalism A – Real Commitment to Public Service having P – Profound Foresight E – Excellence upholding D – Deep Sense of Integrity U – Utmost Reliability P – Punctuality

D. OBJECTIVES 1. To provide accurate, timely and comprehensive data on international migration

of Filipinos by maintaining linkages with government agencies essential for policy formulation and protection of Filipinos Overseas.

2. To provide efficient services to our overseas Filipinos and be responsive to their changing needs through Information and communication technology solutions.

3. To ensure that all ICT solutions developed within CFO are useful, efficient, cost-effective compatible with existing systems, and high recommended by users.


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E. FUNCTIONAL CHART OF MISD

1. Data Center - Maintenance and operation of storage and communication devices;

2. Database Administration - Configuring, upgrading, monitoring, securing and maintaining of CFO’s databases;

3. Data Banking - Storing of large amount of data related to overseas Filipinos; 4. Web Application Development - Information Systems development, Systems

Analysis and Design, Information Systems testing and implementation; 5. Technical Support - Service to provide assistance/help to the users of

technology; 6. Multimedia and Creatives - Layouts, video presentation, Flash design 7. Website - Maintenance of CFO websites and email facility, email blast and e-

bulletin; 8. Special Projects - Management and Administration of the BaLinkBayan Main

Portal Website and BaLinkBayan LGUs partner Websites.


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III. MANAGEMENT INFORMATION SYSTEMS DIVISION ORGANIZATION AND RESPONSIBILITIES A. Primary Tasks

1. Designs implements and maintains a comprehensive database system on Filipinos overseas essential to the national policy initiatives.

2. Administers e-Government projects and programs led by the Commission. 3. Provides data and statistical report on Filipino Migration generated from the

CFO databases. 4. Designs, develops, implements and maintains computerization systems which

will improve the Commission’s information systems and synthesize frontline processes.

5. Encodes the frontline services registration forms. 6. Maintains communication services (IP PABX System, Internet, Local Area

Network, Web Portal and Data Center). 7. Provides ICT technical support in view of the agency computerization and

automation. 8. Ensures the proper operation and maintenance of the all CFO offices computer

hardware and software. 9. Co-implements the BaLinkBayan: One Stop Online Portal for Diaspora

Engagement. 10. Generates the master list of departing emigrants and send it to POEA quarterly

and Philippine overseas post on a monthly basis. 11. Perform other duties in support of the CFO’s initiatives as may be required.

B. Functions 1. Operates and maintains the Agency’s Information and Communications

Technology (ICT) services: a. Ensures the proper operation and maintenance of the CFO's data and

network facility; b. Designs, develops, implements computerization and information systems

which will improve the Agency’s information systems and synthesize frontline processes;

c. Designs, implements and maintains a comprehensive database on Filipinos overseas essential to the national policy initiatives;

d. Conducts studies on effective and cost-efficient information systems to improve the linkages of the agency with other agencies.

2. Provides technical support services in support to the agency computerization

systems aiming to improve the Agency’s information systems and synthesize frontline processes: a. Maintain CFO Websites and e-Communication tools; b. Develops design layout and video materials (Creatives) for CFO programs,

projects, advocacies and initiatives.


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C. MISD Organizational Chart


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IV. MISD Core Processes

The Commission on Filipinos Overseas through its Management and Information Systems Division (MISD) Per Executive Order No. 346, the MISD is tasked to develop and maintain information systems and databases to support the implementation of the programs and policy initiatives of the CFO, as well as to support the automation of the technical operation of the agency. As the division that is in control on the overall automation of the agency, the MISD is a support unit and in charge of some support processes. The MISD is in-charge of the CFO’s Information and Communication Technology (ICT) Development and Management which involves five major support core processes. A. Data Banking and Statistics

MISD is responsible for encoding of registration forms. MISD also checks CFO database accuracy by regularly monitoring emigrant record editing and audit. Part of its function is providing data, statistical reports and generation of visual mapping on Filipino migration that are generated from the CFO database.

The MISD maintains a repository unique database of Filipino Emigrants, Filipino Fiancée, Spouses and Partners of Foreign Nationals, Au Pair Visa Holder and Exchange Visitor Participants where relevant migration profile can be generated. Part of MISD function is the encoding of registration forms submitted by its clients and categorized according to Registered Filipino Emigrant; Fiancée, spouses and other Partners of Foreign Nationals; Exchange Visitor Program (J1 Visa Holder) and Au Pair Visa Holder. Data and information from the registration forms are organized structurally in digital format using the National Statistics Coordination Board (NSCB, now Philippine Statistical Authority) approved coding scheme.


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DATABANKING AND STATISTICS PROCESS

Responsible Party Description of

Activities

Processing

Time

Procedure Flow

Receiving Personnel

Encoder/Verifier

Information Systems

Analyst/MISD Editor

Information Systems

Analyst

1. Receive registration

forms from frontline service

2. Encode and/or verify

correctness of data

entries

3. Clean-up database

(monthly)

4. Generate masterlist,

reports, statistics and

send to clients and

other stakeholders.

30 mins/day of

transaction

2 weeks/day of

transaction

2 weeks

3-4 days

depending on

the scope of

request or

based on the

agreed time of

release of the

requested

information

1. Data Banking

a. Procedure i. Receiving personnel receives registration forms from the frontline

service and count forms and compares actual count to summary report attached and report to Information Systems Analyst should there be any discrepancy on the physical count of audited forms as against to what was reported. If with discrepancy, return forms to division concerned. See Annex I. Registration Form Turn-over List (CFO-MIS-FR-RTL-001).

ii. Information Systems Analyst delegates and endorses the forms to encoders. The Encoders encode registration forms and verify the completeness of form details during encoding in the user application system and give feedback if necessary. Reports are submitted to their immediate supervisor. See Annex D. Encoding of Registration Forms Report (CFO-MIS-RP-EBR-001). The Information Systems Analyst reports to the MISD Head the status of encoding on a monthly basis or as needed.

iii. The Information Systems Analyst performs a monthly cleaning of databases and generates reports on errors and endorses it to the

Receive registration forms from

frontline service

Encode and/or verify data using

information systems

Check encoded data for accuracy

Generate masterlist, reports,

statistics and send to clients and

other stakeholders

Accurate?

Edit data

No

Yes


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particular encoder who handles the forms for updating and editing until the whole month database is cleaned and free from errors.

iv. The Information Systems Analyst generates statistics on a yearly basis and as needed or requested. 1) For internal requests

a) The internal client submits data request using Project Request and Feedback for Systems Development and Other MISD Services. See Annex B. Project Request and Feedback for Systems Development and Other MISD Services (CFO-MIS-PR-PRF-001);

b) MISD receiving personnel logs data request for records and forward to MISD Head for assessment;

c) MISD Head evaluates request for approval – review request for content i.e. partially approved or denied;

d) The Information Systems Analyst generates the statistics; e) The internal client signifies acceptance of the generated statistics.

2) For external requests a) External client submits a data request to CFO through the eFOI platform

(www.foi.gov.ph); b) If approved by the Decision Maker, request is forwarded to MISD for

appropriate action; c) The Information Systems Analyst coordinates with the FOI Receiving

Officer for the specific data request; d) The Information Systems Analyst gathers data specified in the request

form and generate statistics; e) The Information Systems Analyst upon completion send the data

request to the FOI Receiving Officer. v. The assigned technical staff generates emigrant masterlist on a monthly

basis which sent to Philippine embassies and consulates overseas (PECs). 1) The assigned technical staff generates the masterlist of emigrants for each

country of destination/ jurisdiction. 2) The assigned technical staff submits the generated masterlist to the MISD

Head. 3) The assigned technical staff drafts a memorandum of transmittal to the

Head of Agency seeking approval for the sending of softcopies of the masterlist to Philippine embassies and consulates.

4) Head of Agency approves and signs the memorandum of transmittal which is scanned for electronic dissemination.

5) The assigned technical staff sends the scanned memorandum of transmittal duly signed by the Head of Agency with the emigrant masterlist to the official emails of Philippine embassies and consulates.


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b. Quality Plan To ensure the quality of the data and statistics generated and released by the MISD, the following internal measures are used i. Encoders verify of completeness of information client information while

encoding the data. ii. The Information Systems Analyst checks encoded data accuracy through

SQL system to ensure 98% accuracy is met.

c. Customer Satisfaction Survey To ensure that clients’ expectations are achieved and to recommend improvements, the MISD measures the efficiency and effectivity of the service delivered under the area of Data Banking and Statistics by implementing the feedback method i. Internal clients uses the Project Request and Feedback for Systems

Development and Other MISD Services. See Annex B. Project Request and Feedback for Systems Development and Other MISD Services (CFO-MIS-PR-PRF-001).

The MISD Head collects, tabulates and retrieves all feedback forms at the end of each month. The rating average is computed and compared against the previous month. The MISD Head processes and analyzes the rating results and prepares a recommendation whenever necessary. The report is submitted to the Top Management every first week of the month.

B. Information Systems and Web Development

MISD is responsible for the design, development and maintenance of the CFO information systems (i.e. Online Reservation and Registration for PDOS, Online Reservation and Registration for Guidance Counseling, including creation of websites and other auxiliary web pages i.e. BaLinkBayan, 1343 Actionline, Itanong Mo kay ATO, SIS etc.) MISD coordinates CFO Information system and websites upgrades/ development when needed in order to ensure that CFO clients are provided with efficient services and are responsive to their changing needs. The MISD establish, implement and maintain a design and development process on its Information Systems and Web Development: 1. Planning It identifies whether or not there is the need for a new system or website to achieve a public service strategic objectives. This is a preliminary plan or a feasibility study for the CFO initiative to acquire the resources to build on an infrastructure to modify or improve a service. The CFO might be trying to meet or exceed expectations for their employees, clientele and stakeholders too. The


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purpose of this step is to find out the scope of the problem and determine solutions. Resources, costs, time, benefits and other items should be considered at this stage. 2. Systems Analysis and Requirements The CFO will work on the source of the problem or the need for a change. In the event of a problem, possible solutions are submitted and analyzed to identify the best fit for the ultimate purpose of the project. This is where teams consider the functional requirements of the project or solution. It is also where system analysis takes place on analyzing the needs of the end users to ensure the new system can meet their expectations. Systems analysis is vital in determining what the CFO needs are, as well as how they can be met, who will be responsible for individual pieces of the project, and what sort of timeline should be expected. 3. Systems Design This will describe, in detail, the necessary specifications, features and operations that will satisfy the functional requirements of the proposed system or website which will be in place. For end users to discuss and determine their specific public service information needs for the proposed system. It is during this phase that they will consider the essential components (hardware and/or software) structure (networking capabilities), processing and procedures for the system to accomplish its objectives. 4. Development This is where the real work begins, in particular, when a programmer, network engineer and/or database developer are brought on to do the major work on the project. This work includes using a flow chart to ensure that the process of the system is properly organized. The development phase marks the end of the initial section of the process. Additionally, this phase signifies the start of production. The development stage is also characterized by instillation and change. Focusing on training can be a huge benefit during this phase. 5. Integration and Testing Involves systems integration and system testing of programs and procedures to determine if the proposed design meets the initial set of goals and its purpose. Testing may be repeated, specifically to check for errors, bugs and interoperability. This testing will be performed until the end user finds it acceptable. Another part of this phase is verification and validation, both of which will help ensure the program’s successful completion. 6. Implementation When the majority of the code for the program is written. Additionally, it involves the actual installation of the newly-developed system or website. This will put the project into production by moving the data and components from the old system


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and placing them in the new system. While this can be a risky and complicated move, the cutover typically happens during off-peak hours, thus minimizing the risk. Both system analysts and end-users should now see the realization of the project that has implemented changes. 7. Operations and Maintenance The final phase involves maintenance and regular required updates. This step is when end users can fine-tune the system, if they wish, to boost performance, add new capabilities or meet additional user requirements. For the maintenance and regular required updates the following will be the schedule as required in its cycle and supported with a memorandum report: For any Website, are as following:

1. Weekly Website Checks a) All pages on the front end of the website are loading without errors b) Review and resolve any issues with emails sent from the web server c) Check and remove invalid user accounts d) Check for any broken links e) Check for 404 errors and resolve these by fixing links or redirecting f) Check and remove obsolete articles g) Resolve reported website slow loading speed

2. Monthly Website Checks a) Review security scans and resolve any issues b) Review and report website statistics c) Review your local search visibility d) Backups are performed regularly and stored off site e) Update Content Management System software and plugins if applicable

3. Yearly Website Maintenance Tasks a) Update time references and copyright in footer of your website or other

locations b) Review each page on your website for consistency (fonts, photo sizes,

grammar & copywriting) c) Evaluate your active email accounts and delete unnecessary ones d) Review your website domain names and expiration e) Schedule an annual to review your overall web strategy with your

project manager


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For any information system, are as following:

1. Corrective maintenance - It diagnoses and corrects errors in an operational system. Each organization has a standard method to solve their minor errors such as an error in the report title. In case or typical error the user send a request to solve the error, it is evaluated and scheduled by the system administrator, if the request approved, the maintenance team designs, tests, documents, and implements a solution. Diagnose and fix logic errors, replace defective network cabling, and update drivers are the examples of the corrective maintenance.

2. Adaptive maintenance - As the name suggest it add enhancements to the

system and makes it easier to use. The need of an adaptive maintenance in an operation for the new products and service, or the support the new web-based operation. The minor adaptive maintenance is similar to corrective maintenance. It may be difficult than the new system development. Add online capability, create new reports, install links to web site are the example of the adaptive maintenance.

3. Perfective maintenance - It involves changing an operational system to make

it more efficient, reliable, or maintainable. It is used to restore the performance of the system. It can improve the response time and efficiency of the system. It is also used for the highlighting errors and can improve system reliability. Sometimes by perfective maintenance a complex program can be simplify and improve its maintainability. To compress system files and installation of more powerful network server are the example of the perfective maintenance.

4. Preventive maintenance - It is used to avoid problems. It requires analysis of areas trouble is likely to occur. It can increases user satisfaction, and decreases down time. Like an installation of the new antivirus software, and develop standard backup schedule are the example of the preventive maintenance. This is done monthly during off-peak or when necessary to apply immediately.


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INFORMATION SYSTEMS AND WEB DEVELOPMENT PROCESS

Responsible Party Description of Activities Processing Time

Procedure Flow

Division Chief concerned and Focal Person Systems Programmer/Developer Head/Alternate (MISD)

1. Initiate project

proposal with project

requirements and

submit to MISD for

recording

10 days

Systems Programmer/Developer and Project Focal Person

2. Execute/ Develop the project

2 months to 5 months

depending on the project

scope

Division Concern and Execom

3. Feedback and recommendations

5 days

Systems Programmer/Developer and Project Focal Person

4. Approve system and sign user acceptance sheet

3 days

1. Procedure

a. Internal clients initiate project proposal with project requirements and submit to MISD for recording, then assign the request to an MISD personnel. See Annex B. Project Request and Feedback for Systems Development and Other MISD Services (CFO-MIS-PR-PRF-001).

b. The MISD assigned personnel executes/develops the project. c. The MISD assigned personnel then gathers feedback and recommendations

from the internal clients and does the finalized system according to the feedbacks and recommendations gathered.

d. Internal client then approves and signifies acceptance of the developed system, then submits Information System’s Manual and Back-up Copy of Source Code.


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2. Quality plan

To ensure the quality of the information systems and websites developed, the following measures are used a. The MISD assigned personnel and the client reviews the design output

against the requirements of the project as written in the job request. b. The MISD assigned personnel seeks approval from the internal client and/or

division.

3. Customer Satisfaction Survey To ensure that clients’ expectations are achieved and to recommend improvements, the MISD measures the efficiency and effectivity of the service delivered under the area of Information Systems and Web Development Process by implementing the Project Request and Feedback for Systems Development and Other MISD Services. See Annex B. Project Request and Feedback for Systems Development and Other MISD Services (CFO-MIS-PR-PRF-001). The MISD Head collects, tabulates and retrieves all feedback forms at the end of each month. The rating average is computed and compared against the previous month. The MISD Head processes and analyzes the rating results and prepares a recommendation whenever necessary. The report is submitted to the Top Management every first week of the month.

C. Data Center Management

MISD is responsible for overseeing technical and IT issues within the data center. This includes computer and server operations, data security, internet operations, access control, backup operations, Local Area and Wide Area Network, database services and management of the services and applications used for data processing. MISD provides data center operations and maintenance services and solutions to support CFO’s daily operations. This includes internet distribution, connectivity, access, security, mechanical and all other systems that are fundamental to data center operations.


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DATA CENTER MANAGEMENT PROCESS


Procedure Flow

Technical Support (MISD) Head/Alternate (MISD)

1. Identifies the data issue and assign a control number and log, then assign an MISD tech support personnel

5 - 10 mins

Technical Support (MISD)

2. Analysis of the type of issue as to: a. Application/Information Systems related b. Data Security related c. Internet Operations related d. Server operations related e. Access control related f. Backup operations related g. Database services related h. Local Area/Wide Area Network related i. Testing of New ICT Equipment and solving the issue prior to analysis

30 mins – 1 hr


3. If the issue cannot be resolved internally, the issue is forwarded to a third party services providers, suppliers, etc. a. Provide Feedback using External Provider Evaluation Form

1 – 3 days Depending on the availability of the technical support of the

third party service


4. Report to MISD Head 10 – 30 mins

1. Procedures

a. MISD Technical Support identifies the data issue for resolution and the MISD assigns a control number and log, then the Head/Alternate assign the request to an MISD technical support personnel. See Annex A. Request and Feedback for Technical Support (CFO-MIS-PR-RFP-001).

Identifies the data and Logs the

issue; assign to an MISD technical

support personnel

Yes

No

Application/ Information System

Data Security

Internet Operations

Server Operations

Access control

Back-up Operations

Database Services

Local Area/Wide Area Network

Testing of New ICT Equipment

Select what

type of

Issue?

Third Party

(Supplier/

Service

Providers,

etc.)

Report to MISD Head

Issue corrected

Can solve

issue?


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b. The assigned MISD Technical Support analyzes the type of issue as to i. Application/Information Systems related ii. Data Security related iii. Internet Operations related iv. Server operations related v. Access control related vi. Backup operations related vii. Database services related viii. Local Area/Wide Area Network related

Testing of New ICT Equipment, and solves the issue prior to analysis c. MISD Technical Support then solves the issue. If the issue cannot be resolved

internally, the issue is forwarded to a third party services providers, suppliers, etc. i. Provide feedback using External Provider Evaluation Form

d. MISD Technical Support then reports to MISD Head.

2. Quality plan To ensure the quality of the data center operations, the following measures are used

i. MISD Technical Support ensures that CFO Data centers stays up and running (100% uptime).

ii. MISD Technical Support enforces security standards and assist with client requests.

3. Customer Satisfaction Survey

To measure how CFO’s programs and services meet or surpass customer expectations in line with the MISD’s administration and management of its data center, MISD gauges them through the Request and Feedback for Technical Support. See Annex A. Request and Feedback for Technical Support (CFO-MIS-PR-RFP-001). The MISD Head collects, tabulates and retrieves all feedback forms at the end of each month. The rating average is computed and compared against the previous month. The MISD Head processes and analyzes the rating results and prepares a recommendation whenever necessary. The report is submitted to the Top Management every first week of the month. To measure how the Third Party services meet CFO expectations in line with the MISD’s administration and management of its data center, MISD gauges them through the External Provider Evaluation Form. Refer to the Administrative and Finance Division Maintenance Program for Equipment, Facilities and Supporting Services. Annex H. External Provider Evaluation Form (CFO-AFD-FR-GSE-004).


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The MISD Head will provide a copy of the filled-up External Provider Evaluation Forms to the Administrative and Finance Division. To keep track on the events of technical problems encountered the MISD will use a form to log all technical problems. See Annex G. Technical Problems Log Form (CFO-MIS-RD-TPL-001). The MISD Head collects the Technical Problems Log Forms, tabulates and retrieves all problems log forms at every quarter. The report is submitted to the Top Management and BAC committee.

D. ICT Support

MISD is responsible for the network and security operations of the data center and the Agency’s ICT Infrastructure Operation and Maintenance. Another function is to address technical support needed in the repair/troubleshooting of CFO ICT equipment, PABX, firewall, systems support, network support, internet, website upload, etc. whenever needed.

IT TECHNICAL SUPPORT PROCESS


Procedure Flow

Internal Client/End User Head/Alternate (MISD) Technical Support (MISD) Technical Support (MISD) Technical Support and IT Officer (MISD)

1. Initiate technical support request and assign a control number and log, then assign the request to an MISD technical support personnel 2. Analysis of the error based on the client’s findings and check the problem onsite and repair the issue 3. Report to IT Officer for Assistance and/or Recommendation 4. Technical Problem Solved

5 – 10 mins

10 – 30 mins

5 – 10 mins

5 – 10 mins

Initiate Technical Support

request and assign control

number; assign to an MISD

personnel

Analysis of the problem and

check the problem onsite

and repair the issue

Report to IT Officer for Additional Support or

Recommendation

Yes

Problem

Solved?

No

Close and Log the

accomplished

technical support

request


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1. Technical Support

MISD provides technical support for the whole organization. For support requests, this process begins with a Request and Feedback for Technical Support Form and then assignment is given to MISD personnel who handle the technical support. The procedure is what the MISD personnel currently use to complete technical support jobs requested.

a. Procedure

i. Internal client /End User initiate technical support request and MISD will assign a control number and log, then the MISD Head assigns the request to an MISD technical support personnel. See Annex A. Request and Feedback for Technical Support (CFO-MIS-PR-RFP-001).

ii. The MISD Technical Support makes and analysis of the error based on the client’s findings and check the problem onsite and repair the issue.

iii. If the issue/s is still unresolved via onsite repair the MISD personnel reports to the IT officer for additional support and/or recommendations. In the need of a third party for the repair of an equipment the technical support personnel will fill-up the IT Equipment Inspection and Evaluation Report Form. See Annex E. IT Equipment Inspection and Evaluation Report (CFO-MIS-RP-IIE-001).

iv. The MISD personnel assigned closes the technical support request and logs the activity.

b. Quality plan

To ensure the quality of service in the area of technical support, the following measures are observed i. The MISD assigned personnel conducts a few test to make sure that the

error is gone. ii. The MISD assigned personnel with the client conducts a few test

depending on technical issue at hand. iii. The MISD assigned personnel seeks approval from the client.

c. Customer Satisfaction Survey

To ensure that clients’ expectations are achieved and to recommend improvements, the MISD measures the efficiency and effectivity of the service delivered under the area of Technical Support by implementing the Request and Feedback for Technical Support. See Annex A. Request and Feedback for Technical Support (CFO-MIS-PR-RFP-001). The MISD Head collects, tabulates and retrieves all feedback forms at the end of each month. The rating average is computed and compared against the previous month. The MISD Head processes and analyzes the rating


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results and prepares a recommendation whenever necessary. The report is submitted to the Top Management every first week of the month.

2. Preventive Maintenance

MISD conducts ICT Preventive Maintenance twice a year at the CFO Manila main office, every two (2) months at its satellite offices and monthly in Clark and NAIA desks. The ICT Preventive Maintenance is done to ensure that the IT equipment is working in their optimal condition.

a. Procedure

i. The technical personnel recommends to MISD head for the conduct of IT equipment maintenance.

ii. The MISD head submits a request for preventive maintenance to the Head of agency.

iii. The Head of Agency decides on the request whether to approve or not based on schedule and availability of resources.

iv. The MISD Head assigns tasks to MISD technical personnel to conduct the maintenance while using the ICT Preventive Maintenance Report. See Annex F. ICT Preventive Maintenance Report (CFO-MIS-RP-IPM-001).

v. The MISD personnel updates the desktops operating system, anti-virus, performs windows diagnostic checkup, clean up temporary files and web browser histories, scanning for viruses, and updating the list of ICT equipment.

vi. The MISD technical personnel submits the consolidated report to MISD Head using the ICT Preventive Maintenance Report form together with the post travel report. The MISD Head approves the report and submits to the Head of the Agency for information, recommendation and further instructions. See Annex F. ICT Preventive Maintenance Report (CFO-MIS-RP-IPM-001).

b. Quality plan

To ensure the quality of service in the area of preventive maintenance are used as follows i. The MISD personnel who conducted the preventive maintenance uses

the ICT Preventive Maintenance Report and make sure that checklist is filled up i.e. desktop name, division, TCP/IP, etc. See Annex F. ICT Preventive Maintenance Report (CFO-MIS-RP-IPM-001).

ii. The MISD personnel seek approval on the preventive maintenance done from the internal client and/or division.

c. Customer Satisfaction Survey

To ensure that clients’ expectations are achieved and to recommend

improvements, the MISD measures the efficiency and effectivity of the

service provided under the area of Preventive Maintenance by


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implementing the Request and Feedback for Technical Support. See

Annex A. Request and Feedback for Technical Support (CFO-MIS-PR-RFP

-001).

The MISD Head collects, tabulates and retrieves all feedback forms at

the end of each month. The rating average is computed and compared

against the previous month. The MISD Head processes and analyzes the

rating results and prepares a recommendation whenever necessary. The

report is submitted to the Top Management every first week of the

month.

3. CCTV Management

MISD runs a closed circuit television (CCTV) for security purposes. All floors, from basement to 9th floor and the AFD building are equipped with CCTV.

a. Procedure

i. The client must secure a CCTV form from the MISD. See Annex C. Request for CCTV Footage Form (CFO-MIS-FR-RCF-001).

ii. The request must be approved and has clearance from the MISD head and or AFD Head as authorized by the Head of the Agency.

iii. The MISD Head only has the master access of the CCTV. iv. The MISD Head will authorize viewing and video gathering access to

assigned MISD Technical Support who will view and/or gather the footages of the CCTV during the time of request and immediately remove access after the job request is completed per memorandum dated February 8, 2017 with subject “Polisiya Para sa mga Bantay Seguridad ng Opisina.”

b. Quality plan

To ensure the quality of service in the area of CCTV management are used as follows i. The MISD head provides a clear copy of the footage where the event

happened. ii. The MISD head shows the image or video footage to the client to review

and seeks approval to from him/her and or division.

c. Customer Satisfaction Survey To measure the clients’ customer expectations in line with the MISD’s administration and management of its CCTV, MISD gauges them through the Request and Feedback for Technical Support. See Annex A. Request and Feedback for Technical Support (CFO-MIS-PR-RFP-001).


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Receive assistance request with complete supplemental

materials. Form is logged and signed by MISD head

MISD submits initial draft

MISD applies revision/edits based on feedback of

Internal Client/End User

MISD prepares and submits final output

The MISD Head collects, tabulates and retrieves all feedback forms at the end of each month. The rating average is computed and compared against the previous month. The MISD Head processes and analyzes the rating results and prepares a recommendation whenever necessary. The report is submitted to the Top Management every first week of the month.

E. Multimedia and Creatives MISD supports the CFO in developing information materials by providing aesthetic expertise in forms of icons or graphics, publications, posters, audio-visual presentations (AVPs) including web and information system templates and layouts.

MISD provides support for multimedia and creatives requirements in the whole organization. For support requests, this process begins with a Project Request and Feedback for Systems Development and Other MISD Services and then assignment is given to an MISD personnel who handles multimedia and creatives. The procedure is what the MISD personnel currently uses to complete multimedia creative jobs requested. See Annex B. Project Request and Feedback for Systems Development and Other MISD Services (CFO-MIS-PR-PRF-001).

Layout, Design and Multimedia Process

Responsible Party Description of Activities Processing

Time Procedure Flow

Internal Client/End

User and MISD head 1. Submit project assistance request

to MISD. -Request is accepted with

complete supplemental materials

needed for the project, and the

request form logged and duly signed

by the MISD head.

1 day

MISD Graphics/

Creatives Artist 2. Execute requested assistance -

MISD to submit initial draft within

time allotted.

1-10 days

Internal Client/End

User and MISD

Graphics/ Creatives Artist

3. Apply revisions -Requesting

Division to provide feedback and

recommendation and MISD will

revise as needed.

1-2 days

Internal Client/End

User and MISD

Graphics/ Creatives

Artist

4. Submit final output -MISD to

turnover approved output to Internal

Client/End User.

1-2 days


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1. Procedure a. Internal client/End User submit project assistance request to MISD.

- Request is accepted with complete supplemental materials needed for the project, and the request form logged and duly signed by the MISD head. See Annex B. Project Request and Feedback for Systems Development and Other MISD Services (CFO-MIS-PR-PRF-001).

b. The MISD Graphics/Creative Artist executes the requested assistance or creates the design in format required by the internal client -MISD to submit initial draft within time allotted.

c. The MISD Graphics/Creative Artist apply revisions - Requesting Division to provide feedback and recommendation and MISD will revise as needed.

d. Submit final output - MISD to turnover approved output to Internal Client/End User.

2. Quality plan

To ensure the quality of service in the area of multimedia and creatives, the following measures are observed a. The MISD assigned personnel, with the help of one or two MISD personnel,

reviews and proofreads the design output or laid-out material. b. The MISD assigned personnel and the client reviews the design output

against the requirements of the project as written in the job request. c. The MISD assigned personnel seeks approval from the internal client and/or

division for final release.

3. Customer Satisfaction Survey To ensure that clients’ expectations are achieved and to recommend improvements, the MISD measures the efficiency and effectivity of the service delivered under the area of Multimedia and Creatives by implementing the Project Request and Feedback for Systems Development and Other MISD Services. See Annex B. Project Request and Feedback for Systems Development and Other MISD Services (CFO-MIS-PR-PRF-001). The MISD Head collects, tabulates and retrieves all feedback forms at the end of each month. The rating average is computed and compared against the previous month. The MISD Head processes and analyzes the rating results and prepares a recommendation whenever necessary. The report is submitted to the Top Management every first week of the month.

V. ICT POLICY

ICT Policy is a road map of actions involving issues in Information, Communication and

Technology (ICT) resources. The establishment of an ICT Policy is necessary for

achieving the CFO's objectives in providing appropriate directives to harness ICT. CFO's

operations are increasingly depending on ICT, making the Agency vulnerable to ICT


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related risks. In this regard, it is evident that CFO needs to develop and operationalize

comprehensive ICT Policy to direct ICT adoption and usage within the Agency through

the implementation of CFO's ICT Policy Handbook. Reference: ICT Policy Handbook

(CFO-MIS-GU-ICT-001).

VI. ICT SECURITY

The CFO commits to provide a reasonable level of privacy to its internal and external

users of its ICT infrastructure. The MISD also engages in securing online systems over

the network, while protecting the network infrastructure from internal and external

security threats and virus invasion. The MISD safeguards the CFO's network and the

mission-critical databases which involves the monitoring of equipment, information

systems and network traffic at all times with its existing internal security solutions such

as firewall and anti-virus. Reference: ICT SECURITY POLICY of the ICT Policy Handbook,

Part III (CFO-MIS-GU-ICT-001)

VII. MISD CONTACT DETAILS

MANAGEMENT AND INFORMATION SYSTEMS DIVISION (MISD) Commission on Filipinos Overseas 4th Floor, Citigold Center, 1345 President Quirino Ave. cor. Osmeña Highway, Manila Telephone Number: (02) 552-4777; Fax: (02) 5618291 Mobile: +63-9778413910; Email: [email protected]

MISD Personnel Email Address

Pulma, Allen Dennis T. (OIC) 753 [email protected]

Agcanas, Troy D. 718 [email protected]

Gozo, Alyssa Jeanne G. 786 [email protected]

Gregorio, Michael C. 723 [email protected]

Juan, Rosemarie V. 717 [email protected]

Labrador, Christopher C. 782 [email protected]

Lim, Arthur Jr. M. 782 [email protected]

Lofamia, Renien B. 709 [email protected]

Nagera, Aldrin John 752 [email protected]

Obispo, Ma. Auxilium II M. 755 [email protected]

Pizarro, Leonard J. 782 [email protected]

Recto, Cristopher Jr. B. 752 [email protected]


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Rosas, Romeo II M. 777 [email protected]

Trono, Lorenzo Miguel C. 709 [email protected]

mailto:[email protected]

mailto:[email protected]


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VIII. ANNEXES A. REQUEST AND FEEDBACK FOR TECHNICAL SUPPORT (CFO-MIS-PR-RFP-001)

B. PROJECT REQUEST AND FEEDBACK FOR SYSTEMS DEVELOPMENT AND OTHER MISD SERVICES (CFO-MIS-PR-PRF-001)


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C. REQUEST FOR CCTV FOOTAGE FORM (CFO-MIS-FR-RCF-001)


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D. ENCODING OF REGISTRATION FORMS REPORT (CFO-MIS-RP-EBR-001)


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E. IT EQUIPMENT INSPECTION AND EVALUATION REPORT (CFO-MIS-RP-IIE-001)


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F. ICT PREVENTIVE MAINTENANCE REPORT (CFO-MIS-RP-IPM-001)


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G. Technical Problems Log Form (CFO-MIS-RD-TPL-001)


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H. External Provider Feedback Form (CFO-AFD-FR-GSE-004)


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Manual of Operations - Commission on Filipinos Overseas · Network, Web Portal and Data Center). 7....

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Transcript of Manual of Operations - Commission on Filipinos Overseas · Network, Web Portal and Data Center). 7....