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Corporate Planning and Management Service Department of Information and Communications Technology

3F, DICT Building, C.P. Garcia Avenue, Diliman, Quezon City 1101 Philippines

2019 (FIRST EDITION)

CITIZEN’S CHARTER

4 C I T I Z E N ’ S C H A R T E R

DEPARTMENT OF INFORMATION AND COMMUNICATIONS TECHNOLOGYThe Department of Information and Communications Technology (DICT) was created through Republic Act 10844. It is mandated to be the executive government agency to provide necessary policies, plans, programs and coordinating and implementing mechanisms to promote the Philippine ICT agenda.

VISION

An innovative, safe and happy nation that thrives through and is enabled by information and communications technology.

MISSION

Provide every Filipino access to vital ICT infostructure and services

• Ensure sustainable growth of Philippine ICT-enabled industries resulting to creation of more jobs

• Establish a One-digitized government, one nation

• Support the administration in fully achieving its goals

• Be the enabler, innovator, achiever and leader in pushing the country’s development and transition towards a world-class digital economy

5C I T I Z E N ’ S C H A R T E R

SERVICE PLEDGE

We Commit to:

• Provide every Filipino access to vital ICT infrastructure and services

• Ensure sustainable growth of Philippine ICT-enabled industries resulting to creation of more jobs

• Support the administration in fully achieving its goals

• Be the enabler, innovator, achiever and leader in pushing the country’s development and transition towards a world-class digital economy

PERFORMANCE PLEDGE

We the officials and employees of the Department of Information and Communications Technology commit to:

• Serve you promptly, efficiently and with utmost courtesy by authorized personnel with proper identification from Mondays (7:00am to 5:00PM) to Fridays ( 8:00 AM to 5:00 PM), without noon break;

• Ensure strict compliance with service standards with written explanation without any delays with frontline services;

• Respond to your complaint about our services the soonest or within the day throughout our public assistance or complaint desk and take corrective measures;

6 C I T I Z E N ’ S C H A R T E R

• Value citizens comments, suggestions, and needs, including those with special needs such as the differently abled, pregnant women, and senior citizens; and

• Empower the public through 24/7 access to information on our policies, programs, activities and services through our URL:

https://dict.gov.phEMAIL ADDRESS: information@dict.gov.phCALL: (8) 920-01-01ISCD: (8)-920-01-01 local 1004

All these we pledge because you are our valued customers and deserve no less.

QUALITY POLICY

The Department of Information and Communications Technology commits to lead in pushing the National ICT Development agenda in transitioning toward a world-class digital economy.

We endeavor to support the achievement of national development goals through innovation and provision of quality information and communications technology (ICT) products and services compliant with pertinent regulatory and statutory requirements and international standards.

We adhere to the continual improvement of our Quality Management System by maintaining highly competent and committed public servants and by delivering quality services that exceed expectations of our stakeholder

7C I T I Z E N ’ S C H A R T E R

List of Services

1. Provisioning of eBPLS Cloud

2. Provisioning of ICT Literacy and Competency Trainings

3. Application and Processing of Digital Certificates

4. Provisioning of Government Web Hosting Service

5. Provisioning of DNS Hosting Service

6. Provisioning of Government Wide Email System(Govmail)

7. Provisioning of Data Center

8. Provisioning of Government Network (Govnet)

8 C I T I Z E N ’ S C H A R T E R

Frontline Service: Provisioning of eBPLS-Cloud

The Electronic Business Permitting and Licensing System is a cloud-based software that allows business owners to file and renew their application for business permits online and enable the local government units to process the applications electronically.

Office or Division: Development, Test and Project Management Teams – Government Digital Transformation Bureau

Classification: Highly Technical

Type of Transaction: G2G – Government to Government

Who may avail: Local Government Units

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

1. Mayor’s Letter of Intent (LOI) Local Government Unit concerned

2. Sanggunian Bayan (SB) Resolution Local Government Unit concerned

3. Designation Form (duly signed by the Mayor)

Local Government Unit concerned

4. Signed/Notarized Memorandum of Agreement (MOA)

QR-Coded MOA Template is available at DICT Regional Office

CLIENT STEPS AGENCY ACTION FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Submits the following documents to DICT:• Mayor’s LOI• SB Resolution• Signed MOA

Logs and forwards the documents to the Office of the Regional Director for information and instructions

None 2 working days DICT Records Officer, Regional Office (RO)

Logs and forwards the documents to the Regional Director

Executive Assistant, Office of the Regional Director

9C I T I Z E N ’ S C H A R T E R

CLIENT STEPS AGENCY ACTION FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

Forwards the documents to the concerned eBPLS Focal Person

Regional Director, Regional Office

Receives and reviews the submitted documents and endorse to project staff for appropriate action

eBPLS Project Team, RO

Prepares acknowledgement letter together with the MOA and forwards to the Office of the Regional Director for signature

eBPLS Project Team, RO

Coordinates with the LGUs on the scheduling of activities for the provisioning of the eBPLS-Cloud

eBPLS Project Team, RO

Reviews and signs the MOA and acknowledgment letter; forwards documents to the eBPLS Focal Person for transmittal to LGU

1 working day Regional Director, Regional Office

eBPLS Project Team, RO

Coordinates with the eBPLS Project Management Team (PMT) for the creation of the LGU’s eBPLS-Cloud training instances

1 working day eBPLS Project Team, RO

10 C I T I Z E N ’ S C H A R T E R

CLIENT STEPS AGENCY ACTION FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

Creates the LGU’s eBPLS-Cloud training instances

eBPLS PMT, CO

Conducts the eBPLS Users Training

5 working days eBPLS Project Team, RO in coordination with the eBPLS PMT, CO

2. Creates and establishes the required files and databases in coordination with the eBPLS Project Team (RO)

Closely monitors the status of the files/database build-up

1 month (depends on the number of business establishments and number of BPLO Staff of LGU)

eBPLS Project Team, RO

3. Pilot tests the eBPLS Software in coordination with the eBPLS Project Team (RO)

Provides technical assistance to the LGUs

2 months eBPLS Project Team, RO in coordination with the eBPLS PMT, CO

4. Launches of eBPLS-Cloud (Prerogative of LGU)

Issues a Certificate of Completion/Project Acceptance

1 working day eBPLS Project Team, RO

Frontline Service: Provisioning of ICT Literacy and Competency Trainings

Capability building activities that will cater to the improvement of the ICT competency in the country, thus creating equal employment and economic opportunities. This service involves the development of a competent government workforce in the use of ICT through the

11C I T I Z E N ’ S C H A R T E R

provision of ICT competency-based training and certification which includes:

• Conduct of competency needs assessment for NGAs, SUCs, LGUCs and other government entities;

• Conduct of competency-based training; and

• Administration of competency-based ICT Certification examination.

Office or Division: ICT Literacy and Competency Development Bureau/Training Management Division

Classification: Simple

Type of Transaction: G2G – Government to Government

Who may avail: • Government ICT Professionals and private individuals

• For ICDL (Government and private individuals with no specific level of IT or computer skills is required)

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

• General requirements:

o Duly accomplished Application for Admission Form with one (1) piece 1” x 1” ID picture with name tag;

o Certificate of Employment (for government employees to avail of the discount);

o For eligibility courses: (additional) o Photocopy of Transcript of Records

(present original copy for validation);o Certification of being an IT professional

for at least six (6) months, or training certificates on Program Logic Formulation or at least 40 hours of any programming language or other system development course; and

o Photocopy of birth certificate

Registrar’s Office

ICT Literacy and Competency Development Bureau

Km 13, Karuhatan, Valenzuela City

12 C I T I Z E N ’ S C H A R T E R

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

• Requirements for ICT Proficiency Exam (Passers of Assessment):o Duly accomplished Application for

Admission Form with two (2) recent passport-sized pictures with name tag;

o Certified true copy of Transcript of Records duly authenticated by the Registrar of the school or the HRD Manager of the Office;

o Photocopy of birth certificate;o For those graduating before the

examination date, a certification from the Dean that applicant:

o is a candidate for graduation before the exam date, and

o has taken relevant ICT subjects in college.

Registrar’s Office

ICT Literacy and Competency Development Bureau

Km 13, Karuhatan, Valenzuela City

• Requirements for International Computer Driving License (ICDL) Exam :

o Duly accomplished Application for Admission Form with one (1) piece 1” x 1” ID picture with name tag;

Registrar’s Office

ICT Literacy and Competency Development Bureau

Km 13, Karuhatan, Valenzuela City

A. HOW TO APPLY FOR ILCDB COURSES AND SEMINARS (By Invitation)

CLIENT STEP AGENCY ACTION FEES TO PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Acknowledge invites and disseminate to Agency HR and other Bureaus

1.1 Prepares letter of invites and disseminate calendar of courses

None 2 months before the start of the semester

Information Officer 1, Training Assistant 1

13C I T I Z E N ’ S C H A R T E R

CLIENT STEP AGENCY ACTION FEES TO PAID

PROCESSING TIME

PERSON RESPONSIBLE

2. Prepare nominees to ILCDB courses/seminars

2.1 Follow-up nominees/participant via email, phone and advise to pay the respective training fee

None 6 weeks before the start of the course/seminar

Registrar Staff

Training Assistant

3. Finalize list of nominees/participants for the course and send to Registrar’s Office

3.1 Accept list of participants from clients and include I the final list of participants

None 2 weeks before the start of the course/seminar

Registrar Staff

B. HOW TO APPLY FOR ILCDB COURSES AND SEMINARS (Walk-in Applicants)

CLIENT STEP AGENCY ACTION FEES TO PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Secure a copy of the Calendar of Courses

1.1 Provide calendar of courses and answers questions

None Same day Registrar Staff

2. Accomplish application form and indicate the intended course

2.2 Assess qualifications and advise to submit requirements

None Same day Registrar Staff

14 C I T I Z E N ’ S C H A R T E R

C. HOW TO REGISTER AND PAY

CLIENT STEP AGENCY ACTION FEES TO PAID

PROCESSING TIME

PERSON RE-SPONSIBLE

1. Secure and accomplish application for Admission form (ILCDBForm – 1)

1.1 Provide forms and requirements

None 2 min Registrar Staff/Registrar’s Office

2. Submit accomplished application form and requirements

2.1 Review application and requirements submitted

None 3 min Registrar

3. Get assessment and Order of Payment (OP) form

3.1 Assess payment None 3 min Registrar Staff

4. Secure approval of Order of Payment

4.1 Issue Order of Payment

None 5 min Accounting OfficeLower Ground Floor

5. Pay the enrollment fee

5.1 Issue Official Receipt

None 1 day Cashier’s Office

6. Present the Official Receipt and submit the processed enrollment form

6.1 Issue Confirmation of Enrollment slip

None 2 min Registrar

D. HOW TO APPLY FOR THE ICT PROFICIENCY TEST:

CLIENT STEP AGENCY ACTION FEES TO PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Secure and accomplish the Application for Admission form (ILCDB Form-2)

1.1 Provide form None 2 min. Registrar Staff

15C I T I Z E N ’ S C H A R T E R

CLIENT STEP AGENCY ACTION FEES TO PAID

PROCESSING TIME

PERSON RESPONSIBLE

2. Get confirmation of acceptance

2.1 Review application form if qualified

None 2 min. Registrar

3. Take assessment exam

3.1 Conduct Assessment exam

None 2 hrs. Action Officer,

Competency, Certification and Course Dev’t . Division

4. Get results of assessment exam

4.1 Provide results None After 2 days Registrar/Registrar Staff

5. Get Assessment and Order of Payment (OP) form

5.1 Assess payment None 3 min Registrar Staff/Registrar’s Office

6. Secure approval of OP

6.1 Issue Order of Payment

None 5 min DICT Accounting Office,

Lower Ground Floor

7. Pay the examination fee

7.1 Issue Official Receipt (OR)

PhP 300.00

(graduating students)

Php 500.00 (for professionals)

5 min DICT Cashier’s Office

Ground Floor

8. Get exam permit

8.1 Issue Examination Permit slip

None 3 min Registrar

9. Present exam permit and a valid ID

9.1 Conduct Examination

None 6 hrs. ILCDB Proctor

16 C I T I Z E N ’ S C H A R T E R

E. HOW TO APPLY FOR THE ICDL EXAM:

CLIENT STEP AGENCY ACTION

FEES TO PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Secure and accomplish the Application for Admission form (ILCDB Form-3)

1.1 Provide forms and requirements

None 2 min. Registrar Staff

2. Submit duly accomplished Application for Admission form personally at the ILCDB Registrar’s office

2.1 Review and evaluate application form

None 3 min. Registrar Staff

3. Get Assessment and Order of Payment

3.1 Assess payment

None 5 min. Registrar Staff

4. Secure approval of OP

4.1 Issue Order of Payment

None 5 min. DICT Accounting Office, Lower Ground Floor

5. Pay the examination fee

5.1 Issue Official Receipt (OR)

See below 3 min. DICT Cashier’s Office Ground Floor

6. Present the Assessment and Official Receipt to the Registrar’s Office

6.1 Issue examination permit

None 2 min Registrar

7. Present the exam permit and a valid ID

7.1 Conduct the test

None 45 min. per module exam

ICDL Invigilator

17C I T I Z E N ’ S C H A R T E R

EXAMINATION FEES FOR ICDL EXAM:

Base Modules (Computer Essentials, Online Essentials, Word Processing, Spreadsheets)

Intermediate Modules (Information Literacy, IT Security, Online Collaboration, Presentation)

Number of Examinees

Fees* per Examinee

(Php)

Inclusion(s) Number of Examinees

Fees* per Examinee

(Php)

Inclusion(s)

1 4,200

Candidate Registration Number

Three Diagnostic Exams

One Module Exam

1 4, 500 Candidate Registration Number

Three Diagnostic Exams

One Module Exam

2 3, 500 2 3, 700

3 3, 200 3 3, 500

4 3,100 4-7 3, 200

5 3, 000 8 to 13 3, 100

6 to 8 2, 900 14 and above

3, 000

9 to 19 2, 800

20 and above

2, 700 *dependent on USD exchange rate

Frontline Service: Application and Processing of Digital Certificates

The Public Key Infrastructure (PKI), is an infrastructure that secures communications among individuals and government agencies. This way, the government’s delivery of services to citizens and businesses becomes safer, faster and more efficient.

18 C I T I Z E N ’ S C H A R T E R

Office or Division: NCERT Division-Cybersecurity Bureau

Classification: Complex

Type of Transaction: G2C

Who may avail: All

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

1. UMID Compliant card (Photocopy) DICT – Cybersecurity Bureau

2. Birth Certificate or valid Philippine passport (photocopy)

NCERT Division

3. 1 passport size ID picture DICT-Roces Ave.

4. Personal appearance to the RA Officer for face to face verification. Application form signed in RA Officer presence

CLIENT STEP AGENCY ACTION FEES TO PAID

PROCESSING TIME

PERSON RESPONSIBLE

Submit all requirements to RA Officer

Receive complete application form with correct/complete supporting documents from subscriber

None 30 Minutes Encoding Registration Authority Officer (RAO)

Encode the application form data into the Secure RA TMS Web Manager (TMS).

None 1 hour Encoding RAO

Forward application form and supporting documents to approving RAO

None 15 Minutes Encoding RAO

Approving RAO validates the encoded application in the TMS

None 3 Days Approving RAO

19C I T I Z E N ’ S C H A R T E R

CLIENT STEP AGENCY ACTION FEES TO PAID

PROCESSING TIME

PERSON RESPONSIBLE

Approving RAO approves the application in the TMS if the data is correct as indicated in the hard copy application form and supporting documents

None 3 Days Approving RAO

RAO sends email to subscriber with instruction how to get the digital certificate from the self-service portal

None 30 Minutes Encoding RAO

Total None 7 Days

Frontline Service: Provisioning of Government Web Hosting Services

The DICT provides a web hosting service to government entities, including government agencies, financial institutions, government-owned and -controlled corporations, and inter-agency collaborations, programs, and projects. This allows government websites to be housed under one roof.

Under Administrative Order no. 39 s. 2013 (AO 39), issued last 12 July 2013, mandates all line agencies to transfer their Internet hosting requirements to the Government Web Hosting Service (GWHS) for more efficient use of technology and greater protection against hacking and cyberattacks. Local government units and other autonomous bodies of government are exempted from the order but they are encouraged to avail of the web hosting service.

20 C I T I Z E N ’ S C H A R T E R

Section 1 of AO39 mandates the establishment of the Government Web Hosting Service (GWHS) and that DICT is to administer, operate and maintain the GWHS to ensure the government’s internet presence 24-hours a day, 7-days a week (24/7) under all foreseeable conditions.

Office or Division: GOVERNMENT ONLINE SERVICE DIVISION (GOSD)

Classification: Government – to – Government (G2G)

Type of Transaction: Government Web Hosting Service (GWHS)

Who may avail: • National Government Agencies (NGAs), • Local Government Units (LGUs), • State Universities and Colleges (SUCs), • Government-owned and Controlled Corporations

(GOCCs) • Government Financial Institutions ( GFIs)

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

DNS Service Application form http://i.gov.ph/gwhs/avail/ or GOSD Office

CLIENT STEP AGENCY ACTION FEES TO

PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Fill-up the Application Form (Form can be downloaded at http://i.gov.ph/gwhs/avail

Provide forms and requirements

*No Fees*

5 - 10 mins. Client

2. Submit the LOI (Letter of Intent), signed by the head of agency together with the accomplished application form scanned in pdf format. (Email to helpdesk@i.gov.ph or create ticket at https://helpdesk.i.gov.ph)

Receive and verify the documents/requirements submitted

1 day Helpdesk Level 1

21C I T I Z E N ’ S C H A R T E R

CLIENT STEP AGENCY ACTION FEES TO

PAID

PROCESSING TIME

PERSON RESPONSIBLE

3. Recording and uploading of application

File all documents/requirements submitted and upload to the system.

1 hour Helpdesk Level 1

4. Provision of Staging CPanel Accounts

(Coordination with clients for any revisions, when needed)

1 day GWHS Level 3, Gov’t. Online Services Division

5. Website assessment Will send client the staging cPanel Credentials. (ONLY the registered technical person will be able to receive the information.)

1-2 days (May take 1 day or more, depends on the client’s response)

GWHS Level 2, Gov’t. Online Services Division

6. Request of migration to production

Will conduct website assessment based on the set parameters and guidelines.

1 day Agency and GWHS Level 3

7. Migration to production server

(Note: Time may vary, depends on the compliance of client to assessment results and recommendations)

1 day GWHS Level 3, Gov’t. Online Services Division

22 C I T I Z E N ’ S C H A R T E R

Frontline Service: Provisioning of DNS Hosting Services

The DICT provides a DNS hosting service to government entities, including government agencies, financial institutions, government-owned and -controlled corporations, and inter-agency collaborations, programs, and projects. DICT provides optimal DNS hosting solution by providing multiple server in various geographic locations that provide resilience and minimize latency for clients around the world.

Office or Division: GOVERNMENT ONLINE SERVICE DIVISION (GOSD)-INFRASTRUCTURE MANAGEMENT BUREAU

Classification: Government – to – Government (G2G)

Type of Transaction: DNS Hosting Service

Who may avail: • National Government Agencies (NGAs), • Local Government Units (LGUs), • Government-owned and Controlled Corporations

(GOCCs) • Government Financial Institutions ( GFIs)

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

DNS Service Application form http://i.gov.ph/gwhs/avail/ or GOSD Office

CLIENT STEP AGENCY ACTION FEES TO

PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Fill up and accomplish the DNS Service Application form downloadable at http://i.gov.ph/gwhs/avail/

Provide forms and requirements

None 10-15 mins. Government agency

23C I T I Z E N ’ S C H A R T E R

CLIENT STEP AGENCY ACTION FEES TO

PAID

PROCESSING TIME

PERSON RESPONSIBLE

2. Submit a letter of intent with a copy of the accomplished form via both postal mail and e-mail through helpdesksupport@dict.gov.ph

Receive and process documents received

1 day Government agency and DICT

3. Application will be assessed and validated by DICT

Validate against gov.ph registry and assess if all entries are correct

4 hours GOSD

4. DICT to create the DNS zone file and the corresponding entry

Create the necessary zone file and the corresponding entries in the DNS server

10 mins. GOSD

5. DICT to inform agency of the approval and successful hosting of their DNS

Coordinate with the requesting agency

2 mins. GOSD

Frontline Service: Provisioning of Government-Wide Email System (GovMail)

The Government-Wide Email System (GovMail) offers the government agencies their own user address which establishes official accounts and emails coming from the agencies.

The GovMail system is in line with the e-Government Master Plan that aims to modernize government processes to improve the delivery of goods and services to the public and promote transparency. Citizens will also benefit in terms confidence and peace of mind knowing that they are dealing with authentic government agencies.

24 C I T I Z E N ’ S C H A R T E R

Office or Division: GOVERNMENT ONLINE SERVICE DIVISION (GOSD)- INFRASTRUCTURE MANAGEMENT BUREAU (IMB)

Classification: Government – to – Government (G2G)

Type of Transaction: Government Wide Email System (GovMail)

Who may avail: • National Government Agencies (NGAs), • Local Government Units (LGUs), • State Universities and Colleges (SUCs), • Government-owned and Controlled Corporations (GOCCs) • Government Financial Institutions ( GFIs)

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

DNS Service Application form http://i.gov.ph/gwhs/avail/ or GOSD Office

CLIENT STEPS AGENCY ACTIONS FEES TO PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Fill up and accomplish the GovMail account template form and agency Letter of Intent, downloadable at http://i.gov.ph/govmail/avail/

Prepare Letter of No License Available

*No Fees*

5 - 10 mins. GovMail staff/GOSD Room, 2nd Floor

2. Submit a letter of intent with a copy of the accomplished form via both postal mail and e-mail

Delivery of Letter of No License Available to agency

1 day Records staff/Records Division, Basement Floor

3. The agency will be placed to the pipeline of account provisioning.

Review submitted documents

5 min GovMail staff/GOSD Room, 2nd Floor

a) Check availability of licenses. If there are no licenses available, notify the agency

Create the accounts 5 – 10 mins GovMail staff/GOSD Room, 2nd Floor

25C I T I Z E N ’ S C H A R T E R

CLIENT STEPS AGENCY ACTIONS FEES TO PAID

PROCESSING TIME

PERSON RESPONSIBLE

b) Letter of No License Available will be officially transmitted and delivered to the agency via messenger

Check if MX record is configured. If configured, change domain from tmp to active

1 - 2 weeks Records staff/Records Division, Basement Floor

4. The DICT GovMail team processes the application of the agency if there are still available license. Check if

Prepare the list of accounts, transmittal letter and GovMail Manuals

2 to 4 hrs. depending on the number of accounts.

GovMail staff/GOSD Room, 2nd Floor

5. DNS and MX is configured.

Delivery of transmittal letter and list of accounts to agency

2 – 4 hrs GovMail staff/GOSD Room, 2nd Floor

6. If the form doesn’t follow our template or the DNS and MX is not configured it will be returned

Prepare Letter of No License Available

24 hours GovMail staff/GOSD Room, 2nd Floor

7. The agency will be placed to the pipeline of account provisioning.

Delivery of Letter of No License Available to agency

1 day or depending on the availability of the signatories.

GovMail staff/GOSD Room, 2nd Floor

8. Check availability of licenses. If there are no licenses available, notify the agency

Review submitted documents

1 - 2 weeks Records staff/Records Division, Basement Floor

9. GovMail team and the agency will set a schedule for the conduct of user’s training and Zimbra administration training

Coordinate with the requesting agency

1 day GovMail staff/GOSD Room, 2nd Floor

26 C I T I Z E N ’ S C H A R T E R

Frontline Service: Provisioning of Government Data Center

The Government Data Center (GDC) addresses the goal of the government to build a physical infrastructure that will interconnect different government agencies and will serve as the sending point for various government services such as cloud computing, web hosting, server colocation, and other operations.

Office or Division: DATA CENTER MANAGEMENT DIVISION (DCMD)-INFRASTRUCTURE MANAGEMENT BUREAU (IMB)

Classification: Government – to – Government (G2G)

Type of Transaction: Availment of Colocation Service

Who may avail: • National Government Agencies (NGAs),

• Local Government Units (LGUs),

• State Universities and Colleges (SUCs),

• Government-owned and Controlled Corporations (GOCCs)

• Government Financial Institutions ( GFIs)

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

1. Letter of Intent2. Request Form3. Inventory List4. Memorandum of Agreement

https://dict.gov.ph

CLIENT STEPS AGENCY ACTIONS

FEES TO PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Download the Letter of Intent, Request form and Inventory List form available at https://dict.gov.ph

1. Provide forms and requirements

No fees to be paid

5-15 minutes Applicant

2. Submit the Letter of Intent and the filled-up forms to the DICT Secretary

2. Receive the documents

No fees to be paid

5-15 minutes Applicant

27C I T I Z E N ’ S C H A R T E R

CLIENT STEPS AGENCY ACTIONS

FEES TO PAID

PROCESSING TIME

PERSON RESPONSIBLE

3. Endorsement of the application to the concerned Undersecretary, Assistant Secretary and Bureau Director

3. Prepare endorsement letter and route to concerned Officials

No fees to be paid

7 days DICT Executives

4. Evaluation of the submitted documents if the application can be accommodated

4. Conduct evaluation

No fees to be paid

1 day DCMD Staffs

5. Can accommodate?

5.1 (YES) Inform the applicant that their request can be accommodated

5.2 NO) Send letter informing the applicant that their request cannot be accommodated

5. Prepare letter No fees to be paid

1 day DCMD Staffs

6. Download the Memorandum of Agreement at https://dict.gov.ph and submit the filled-up Memorandum of Agreement to DCMD

6. Signed the MOA and submit

No fees to be paid

1 day Applicant

7. Review and forward the submitted Memorandum of Agreement to the concerned DICT Executives

7. Conduct review and submit evaluation report to the concerned DICT Executives

No fees to be paid

1 day DCMD Staffs

8. Signing and approval of Memorandum of Agreement

8. Signing of MOA

No fees to be paid

30 minutes DICT Executives

28 C I T I Z E N ’ S C H A R T E R

CLIENT STEPS AGENCY ACTIONS

FEES TO PAID

PROCESSING TIME

PERSON RESPONSIBLE

9. Provisioning of Data Center resources and scheduling of delivery

9. Allocate resources/facilities and notify the applicant of schedule of delivery

No fees to be paid

1 day DCMD Staffs

10. Delivery of the equipment inside the Data Center

10. Receive delivery and assist the colocator

No fees to be paid

1 day Applicant

11. Need DCMD personnel assistance?

11.1 (YES) Acclimatization and Installation of the equipment inside the Data Center

11.2. (NO) End of process

11. Give assistance to the colocator if needed

No fees to be paid

1 day DCMD Staffs

Frontline Service: Provisioning of Government Network (GovNet)

The DICT has established the Government Network (GovNet) for an interconnected, integrated, and interoperable government entities in the country – including national government agencies, state universities and colleges, government hospitals, government-owned and -controlled corporations, local government units, and government financial institutions – to enable faster communication, better coordination, easier access to online services, and simplified process.

29C I T I Z E N ’ S C H A R T E R

Office or Division: CORE ICT INFRASTRUCTURE MANAGEMENT DIVISION (CIIMD)-INFRASTRUCTURE MANAGEMENT BUREAU (IMB)

Classification: Government – to – Government (G2G)

Type of Transaction: Simple Transaction

Who may avail: • National Government Agencies (NGAs),

• Government Hospitals

• Local Government Units (LGUs),

• State Universities and Colleges (SUCs),

• Government-owned and Controlled Corporations (GOCCs)

• Government Financial Institutions (GFIs)

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

1. Formal request letter from the requesting party

2. Memorandum of Agreement between DICT and requesting party

CIIMD

CLIENT STEPS AGENCY ACTIONS FEES TO PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Formal request letter must be sent by the requesting party addressed to DICT Secretary

1.1. Review request for the approval of management.

N/A N/A DICT

1.2. Upon approval, conduct site survey.

N/A 1 day CIIMD

1.3. Prepare fiber layout plan for the proposed implementation.

N/A 1 day CIIMD

1.4. Installation of equipment and fiber connection to the requesting party.

N/A 1 day CIIMD

1.5. Transfer of equipment to the requesting party.

N/A 1 day CIIMD

30 C I T I Z E N ’ S C H A R T E R

CLIENT STEPS AGENCY ACTIONS FEES TO PAID

PROCESSING TIME

PERSON RESPONSIBLE

2. MOA provisions 2. To comply with the provision on the MOA.

N/A N/A Requesting party

3. Acceptance of equipment

3. CIIMD to prepare document for acceptance.

N/A N/A CIIMD/Requesting party

FEEDBACK AND COMPLAINTS MECHANISM

How to send feedback:

Please let us know how we have served you by doing any of the following:

Accomplish our Feedback Form available in the offices and put this at the drop box located at the Public Assistance and Complaints Desk

Send your feedback through email feedback@dict.gov.ph or complaints@dict.gov.ph

Talk to our Officer of the Day

How feedback is processed:

Client files feedback either through accomplishing Feedback Form available in the lobby or by sending their feedback through email address: feedback@dict.gov.ph

Personnel assigned as Officer of the Day records, review the feedback and forward this to appropriate Services/Unit of the Office. All feedbacks recorded for the day will be submitted to Quality Management System Secretariat.

31C I T I Z E N ’ S C H A R T E R

The Quality Management System Secretariat shall ensure that proper acknowledgment shall be given to those who filed their feedback within the fifteen (15) days upon receipt.

The Quality Management System Secretariat shall prepare a monthly summary of feedbacks received and forward the report to the Office of the Undersecretary for Legal Affairs, Policy, Planning and Finance (OULAPPF) for Central Office and Office of the Regional Director for Regional Office Clusters.

Feedback inputs received from the Officer of the Day will be used as a reference for process/product/service improvements.

How to file a complaint:

Answer the client Complaint Form and submit it to the Officer of the Day in the Receiving Area.

Complaints can also be filed via telephone. Make sure to provide the following information:

- Name of Person Being Complained

- Incident

- Evidence

32 C I T I Z E N ’ S C H A R T E R

How complaints are processed:

The Officer of the Day compiles the complaints on a daily basis and evaluates each complaint.

Upon evaluation, the Officer of the Day shall start the investigation and forward the complaint to the relevant office for their explanation.

The Officer of the Day will create a report after the investigation and shall submit it to the Head of Office for appropriate action.

The Officer of the Day will give the feedback to the client.

Contact information of CCB, PCC:

PCC: 8888

CCB: 0908 881 6565 (SMS)

For Provisioning of Web Hosting, GNS and Govmail Service

Government Web Hosting

FEEDBACK AND COMPLAINTS MECHANISM

How to send feedback:

Via email to helpdesk@i.gov.ph or helpdesk system

How feedback is processed:

Evaluation by helpdesk support and level 2 support

How to file a complaint:

Via email to helpdesk@i.gov.ph or helpdesk system

33C I T I Z E N ’ S C H A R T E R

How complaints are processed:

Evaluation by helpdesk (level 1, level 2 and Level 3 support)

Contact information of CCB, PCC, ARTA:

892001001 extension 6113 and helpdesk@i.gov.ph

DNS Hosting Service

How to send feedback:

Via email to gwhssupport@dict.gov.ph or Helpdesk system https://helpdesk.i.gov.ph

How feedback is processed:

Evaluation by helpdesk support and level 2 support

How to file a complaint:

Via email to gwhssupport@dict.gov.ph or Helpdesk system https://helpdesk.i.gov.ph

How complaints are processed:

Evaluation by helpdesk (level 1, level 2 and Level 3 support)

Contact information of CCB, PCC, ARTA:

892001001 extension 6113 and helpdesk@i.gov.ph

GovMail Service

How to send feedback:

Via email to govmailsupport@dict.gov.ph or Helpdesk system

How feedback is processed:

Evaluation by helpdesk support and level 2 support

34 C I T I Z E N ’ S C H A R T E R

How to file a complaint:

Via email to govmailsupport@dict.gov.ph or Helpdesk system

How complaints are processed:

Evaluation by helpdesk (level 1, level 2 and Level 3 support)

Contact information of CCB, PCC, ARTA:

892001001 extension 6113 and helpdesk@i.gov.ph

Government Data Center

How to send feedback:

Via email to dc1support@dict.gov.ph

How feedback is processed:

Evaluation by Data Center helpdesk support

How to file a complaint:

Via email to dc1support@dict.gov.ph

How complaints are processed:

Evaluation by Data Center helpdesk support

Contact information of CCB, PCC, ARTA:

892001001 extension 1701 and dc1support@dict.gov.ph

35C I T I Z E N ’ S C H A R T E R

Notes