Tech4ED Handbook

Functions and Duties of the Core Group
1. Develop rules, policies and guidelines for the operations and sustainability of the Tech4ED Center.
2. Pursue an Advocacy Program.
3. Assist the Center Manager in the advocacy, promotional and marketing activi ties set by the Center.
4. Submit report to the LCE and Regional/Provincial Tech4ED Team. A sample Executive Order can be found in Annex 3.
5.2.2 Providing Customer Service
The users that come in the Tech4ED Center should be given the best service that the Center Manager and Staff can provide. Center Staff need to adhere to a service philosophy wherein they feel and act accountable for the users’ satisfaction, as such they should be mindful of their attitude towards Center users, their sensitivity to the needs of the users, the skills needed to interact with the users, and the sincerity by which they discharge their responsibilities. The users should be able to appreciate not just the product or service that is offered, but the staff members providing these as well. The table below (Table 1) shows four types of customer service that Center Staff may fall under depending on how they serve their users.
Table 1: Types of Customer Service
Type
Prodecural
Personal
Philosophy
Freezer
• Slow
• Inconsistent
• Disorganized
• Chaotic
• Inconvenient
• Do not care about
• privacy and
confidentiality
• Insensitive
• Cold/impersonal • Apathetic
• Aloof
• Uninterested
“We don’t care.”
Factory
• Timely
• Efficient
• Uniform
• Customers “mind
their own business
• Insensitive
• Apathetic
• Aloof
• Uninterested
“You are a number we are here to process you.”
Friendly Zoo
• Slow
• Inconsistent
• Disorganized
• Chaotic
• Does not have any
specific rule/ policy on privacy and confidentiality
• Friendly
• Personable • Interested • Tactful
“We are trying hard, but we don’t really know what we are doing.”
Tech4ED Center Management| 41


Cont. Table 1: Types of Customer Service
Type
Prodecural
Personal
Philosophy
Quality Member
• Timely
• Efficient
• Uniform
• Ensures privacy and
confidentiality
• Friendly
• Personable
• Interested
• Tactful
“We care and we deliver.”
Source: DAP Essentials of CeC Management
Ideally, Center Staff should provide services and assistance in a timely, efficient, and consis- tent manner. They should also ensure that the information given by the users are handled in accordance with prevailing national privacy laws.
Other ways that the Center Staff may do to increase the satisfaction of users are:
• Letting the users know of the features, products, and services available in the Center;
• Elevating issues that they are unable to immediately or fully address to the appropriate persons. The Tech4ED Center Manager should make sure to get the customer informa-
tion in order to inform the customer of the resolution once it is available. The problem
should be tracked and followed up for resolution;
• Ensuring that the equipment, furniture, and materials that the customer needs are avail-
able and in good working condition;
• Exercising patience, respect, and consideration when dealing with unruly users in order
to ensure that Center environment remains conducive to learning;
• Exercising empathy when providing customer service, especially when the user be-
comes frustrated and has complaints;
• Building relationships with users; and
• Being proactive. Observe your users and extend a helping hand even before they ask for
help. Center Staff may offer assistance without being intrusive or pushy.
Mauban eLearning Ville
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The Mauban eLearning Ville was established in 2011 through the partnership of the Mauban Local Government, Quezon Power Ltd., PLDT, NCC, DOST, PhilCecNet, the House of Representative and UP Open University. In June 18, 2016, the Mauban eLearning partnered with the Tech4ED Program and established 42 Tech4Ed Centers within the municipality.
Among the Center’s early innovative services were the Community Billboard service in 2012, to provide real-time weather and disaster risk information to the citizens of Mauban, and the provision of Online Counseling together with Moving as One. The Center realized that providing innovative services that answered the needs of the citizens were also income-generating opportunities that enabled the Center Staff to attend capacity-building trainings.
The Center Staff felt and saw changes in the behavior of the users of the Mauban eLearning Ville. The Center provided students with an environment conducive to learning that helped students graduate with good grades since they were able to avail of low-cost computer and Internet access, as well as low cost printing services. The Staff helped Education graduates perfect their teaching demonstrations, making them priority hires within the Department of Education. The Staff also helped individuals use technology to find employment opportunities.
Other Services Offered by the Center:
• Digital Literacy for Grassroots
• Digital Literacy for Beginners
• Digital Literacy for Senior Citizens
• Advanced Literacy Training on Multimedia Application
• ICT Training for Educators
• Tech4ED Courses Training
• Conducting Civil Service Exam Reviews
• Use of eGovServices Segment
• Printing Services (Calling Card, ID, Labels, Stickers, Brochures, Tumblers,
Souvenir Items.
5.2.3 Handling User Complaints and Feedback
Feedback and complaints may be used to assess and improve the Tech4ED Center and its services. Users’ issues must be addressed by the Center Manager and/or staff as soon as they are raised.
A suggestion/feedback box may be placed at a prominent place in the Center where users can see it. Feedback forms and writing instruments should be placed beside the sugges- tion/feedback box. There should be a designated date when the box is opened depending on the Center’s policies (once a month, every 15th and 30th of the month, etc.). The Center Manager should be the one opening the box and recording the feedback received from the users.
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Once a user provides feedback, opinions, or complaints, the Center Manager or staff should assess and clarify the issue/s presented. Center Staff should be courteous and respectful while verifying the issue. They are encouraged to practice active listening while doing this in order for the user to feel that his/her concern is heard.
It is necessary to document the feedback, suggestion, or complaint. Every customer input is valid and may be used to improve the Tech4ED Center, system, and management. Center Staff should remember to apologize for any inconvenience that the user experienced within center premises.
If a solution is not readily available, Center Staff may present options for the user to consider. If the issue needs to be escalated to the Tech4ED Regional Office or the PMO, Center Staff should keep the user updated about the status of his/her complaint.
Some issues simply cannot be resolved at the Center management level, if this is the case, is may be elevated to that are better equipped in dealing with the issue may then be elevated to the Regional Office. If the issue is beyond the scope of the Regional Office to resolve, they may raise the issue to the Tech4ED Project Team.
The Center Manager is encouraged to use the Incident Report form to report issues and incidents.
5.2.4 Promoting Safety, Cybersecurity, and Data Privacy within the Center
The management should strictly enforce safety and security protocols concerning people, machine, money, intangible assets, documents, and data. Below are recommended procedures that may help Center Staff foster safety, cybersecurity, and data privacy.
5.2.4.1 Cyberproofing your Tech4ED Center
As Tech4ED centers become hubs for accessing, gathering and sharing of personal information online, users are exposed to the risk and vulnerabilities of the cyberspace. But by promoting the responsible use of ICT through the Tech4ED Centers and raising awareness in protecting themselves online, community people will have a better, safe and secure ICT experience.
The DICT, through its CyberSecurity Bureau, recommends the following guidelines on cy- berproofing Tech4Ed Centers:
1. Establishment of information security policy (i.e. password management) 2. Adoption of social media and internet access standards
a. Restriction on posting sensitive information b. The use of secure passwords
c. Discernment in online interactions
3. Review of security settings on devices a. Update of software and systems
b. Installation of security devices
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4. Disabling of the Bluetooth function
5. Knowledge in handling storage devices
a. Security policy on external devices (i.e. disabling USB drives)
b. Secure transfer of data
6. Awareness and/or Training in Phishing
7. Ensuring regular data backups
5.2.4.2 Protecting Personal Information in Tech4ED Centers
• In reference to the Data Privacy Act, user credentials such as usernames, passwords, hint questions, electronic pins, and other electronic login information should not be shared, disseminated, nor extracted for the purpose other than its intended use. When dealing with confidential information using the computer, make sure to lock the computer when away from it.
• Tech4ED Personnel should exercise confidentiality in all Center-related transactions. Staff should safeguard information. They shall be held liable for loss or theft of pertinent information. Financial aspects, business plans, user profiles, and other information deemed confidential by the Tech4ED Project shall not be disclosed to anyone outside of the intended recipient, either in the form of an email, written, SMS, or verbal.
• In the event that a lost or suspicious item, illegal substance, or weapon, is found inside the personal belongings of an employee, the employee shall submit a written explanation, detailing the reasons for possessing the item. The Tech4ED Center Manager shall report it to the proper authorities and request for their assistance. The same should be done when the items are found inside the personal belongings of the Tech4ED Center Manager.
• DICT shall not be held liable for any loss, damages, and incidents that may occur within the center.
5.2.4.3 Emergency and Safety Procedures
• The Center Manger should be aware of the emergency exits in case evacuation is necessary. Centers should comply with the DRRMP of the LGU /organization.
• As a precaution, there should be a dedicated circuit breaker for the whole facility.
Desktops should be connected to auto-voltage regulators to control power fluctuations. Do not connect multiple cables to one wall socket. Avoid octopus wiring. Damaged cables, plugs, and sockets should be replaced immediately.
• The Center should have a fire extinguisher, and that all Center staff should be trained on how to use it.
• In the event of a power outage, personnel should turn off all the electrical equipment.
• It is advisable that a CCTV be installed within the Center premises
Tech4ED Center Management| 45


5.3 Responsibilities of eKnowledge Workers
Ideally, Partners should assign two (2) eKnowledge Workers to help the Manager run the Center. However, if Center policies permit, Center Managers may accept students, volunteers, and on-the-job trainees to help augment Center staff. Their main responsibilities are to:
• Assist the Tech4ED Center Manager in achieving the targets of the Tech4ED Center;
• Assist the Tech4ED Center Manager in the day-to-day Center operations;
• Ensure that users’ files are deleted/removed from the Center’s equipment;
• Help maintain the Tech4ED Center’s conduciveness to learning, particularly the
safety, maintenance, and security of the users;
• Assist in coordinating events that foster motivation, education, and interaction
between user and staff;
• Deliver customer service through real-time assistance;
• Communicate feedback, status, issues, and incidents to the Tech4ED Center
Manager;
• Ensure that the inventory of supplies on hand will last for a month. If the inventory
is less than the identified minimum, then he/she should request for additional
supplies;
• Collect, record, and remit fees paid for by the users; and
• Monitor/track the progress of trainees.
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6Competencies of Center Managers and Staff
6.1 Competencies of a Center Manager
6.2 Competencies of eKnowledge Workers


6. Competencies of Center Managers and Staff
The Revised National Competency Standard for eCenter Knowledge Workers (NCS-KW) identifies the knowledge, skills, and abilities required of Knowledge Workers in order to effectively assist and empower communities in utilizing ICT in accessing social services and economic activities, the Tech4ED Capability Building Team shall develop training activities based on these competencies in order to strengthen and improve the capacity of e-Center knowledge workers and help them perform their roles and responsibilities.
6.1.1 Competencies of a Center Manager
The knowledge, skills, and abilities are the desired competencies for Center Managers are in Table 3.
Table 3: Competency Map of Center Managers
Management
Planning
• Determine needed policies and programs of the eCenter
• Develop realistic goals and measurable objectives after careful consideration of benefits, risks, and impact on
eCenter current and future needs
• Plan eCenter services based on community demographics,
data analysis, and needs and are able to evaluate these
services
• Plan, implement, and encourage participation in staff
development activities
• Know the value of written, approved policies and procedures
and the difference between policies and procedures and are
able to develop policies and procedures for review
• Know the basic purposes and concepts of budgeting and are able to request, defend, and follow a budget for eCenter
activities
• Know the basics of fundraising and grant writing and are
able to prepare a proposal to raise funds to support eCenter
programs
• Know the principles of marketing the eCenter and its services
and can develop and implement a marketing plan
• Formulate a sustainability plan
Leading
• Incorporate ethical standards into the unit or organization
• Advocate for policies and programs of the eCenter
• Create opportunities for collaboration among other
organizations
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Cont. Table 3: Competency Map of Center Managers
Leading
• Mentor eCenter personnel
• Develop and implement strategies to ensure continuous
quality improvement
• Advocate for the role of the eCenter in the community.
Administration/ Business Operations
• Ensure the implementation of quality in the administration and business operations of the eCenter
• Implement eCenter plans and strategies
• Assess and improve eCenter program and work performance
• Motivate eCenter personnel
• Leverage public information needs and funding mechanisms
• Monitor administrative activities and financial disbursements
• Prepare regular business and progress reports
• Know the basic laws and policies involving the eCenter
administration and operations
Networking and Partnership
• Assess and address community’s digital literacy, soliciting and using community inputs
• Engage other government agencies that can address information and communication needs in the community
• Understand and respond to diverse information and
communication needs and competence in the community.
• Assess and develop linkages and relationships within the community, maintain and advance partnerships and
community involvement
• Promote the role of eCenters demonstrating the practical
use of technology
• Establish civic and academic partnerships for resource
mobilization
• Negotiate the use of community assets to promote eCenter
programs and activities, and evaluate effectiveness of
community engagement for improvement
• Know the value of cooperating with other eCenter and similar
ICT units to enhance services
Change Management
• Know how to manage basic organizational change
• Adjust practice to address changing needs and environment
• Implement the change management plan
Customer Orientation and Service Culture
• Know the mission and roles of the eCenter in the community
• Know the ethics and values of the information society, understanding of the eCenter for development, freedom of
information, confidentiality of records, and privacy issues
Competencies of Center Managers and Staff | 49


Cont. Table 3: Competency Map of Center Managers
Customer Orientation and Service Culture
• Know the roles, functions, and responsibilities of eCenter support staff and relationship among other staff in the eCenter
• Know basic principles of access to ICT services and eCenter maintenance
• Know how eCenters are governed and funded, including how eCenter fit within larger organizations or government structures
• Know the roles, functions, and responsibilities of eCenter support staff and relationship among other staff in the eCenter
• Know basic principles of access to ICT services and eCenter maintenance
• Know how eCenters are governed and funded, including how eCenters fit within larger organizations or government structures
• Understand the responsibility to pursue all available means to keep knowledge and skills current, including involvement in professional and community associations
• Promotes the basic principles and of practice culture of excellence and quality customer service
• Communicate and promote the eCenter’s mission and services to staff, volunteers, users, and the community
• Recognize and respond to diversity in user needs and preferences for resources and services
• Demonstrate the ability and willingness to uphold policies and decisions and know when exceptions are appropriate
Technical
ICT Infostructure
• Understand the uses of ICT and benefits in the community
• Know how to use and apply basic computer applications and
programs and use of internet for information gathering
• Know the value of ICT equipment maintenance and upgrade
due to fast changing trends in technology
• Understand the importance of data security
Personal
Interpersonal
• Communicate effectively
• Build good relationship and teamwork among colleagues
• Plan and manage time effectively
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6.1.2 Competencies of eKnowledge Workers
The knowledge, skills, and abilities are the desired competencies for Center Staff are in Table 4.
Table 4: Competency Map of eKnowledge Workers
Management
Planning
• Provide technical inputs and support in policy development and the planning process
• Recommend partnerships to be pursued
Leading
• Support leadership initiative of the eCenter Manager; and assume leadership role in the absence of the manager
• Demonstrate perspective of the eCenter as a tool for development
Administration/ Business Operations
• Assist in monitoring the use of the eCenter facilities
• Implement policies and regulations of the eCenter customer
service.
• Perform basic networking tasks
• Build good relationship and teamwork among colleagues
• Comply with applicable rules and regulations
Networking and Partnership
• Assist in generating sustained stakeholders’ support
• Provide support in disseminating information to clients and
stakeholders
Change Management
• Support change management processes
• Act as a daily role model for effective use of ICT and for new
ways of working
Customer Orientation and Service Culture
• Encourage and enable customers to use ICT services
• Understand the basic principles and of practice culture of
excellence and quality customer service
• Work within governance procedures
• Know the general trends and developments in technology
applications for eCenter functions and services including data security, rights of users, and confidentiality
Competencies of Center Managers and Staff | 51


Table 4: Competency Map of eKnowledge Workers
Technical
ICT Infostructure
• Use common computer and internet applications
• Perform basic networking tasks
• Maintain sample database and knowledge repository for the
eCenter
• Able to assist and train users to operate public equipment,
connect to the internet, use eCenter software applications,
and access eCenter services from remote locations
• Perform basic troubleshooting of technical problems and
resolve or refer those problems as appropriate
• Demonstrate flexibility in adapting to new technology
Personal
Interpersonal
• Communicate effectively
• Build good relationship and teamwork among colleagues
• Plan and manage time effectively
6.1.3 Center Staff Capacity Building
Initially, the Center Manager and the eKnowledge workers must undergo Basic Center Management Training before the Center is launched. The Center Managers may also be required to take the Advanced Center Management Training to enhance their competencies as knowledge workers. Center staff should also receive training on Basic Customer Management/Frontline Service.
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7Tech4ED Center Operations
7.1 Tech4ED Center Opening Procedures 7.2 Tech4ED Center Maintenance
7.3 Tech4ED Center House Rules
7.4 Tech4ED Center Closing Procedures 7.5 Center Staff Shifting/Scheduling
7.6 Profiling Center Users


7 Tech4ED Center Operations 7.1 Tech4ED Center Opening Procedures
The Center Staff designated to open the Center, whether it is the Manager or the eKnowledge Workers, should closely adhere to the prescribed operating hours. In the event that it is not possible for the Center to be opened on time, the Center Staff-in-charge of opening the Center should notify the Center Manager or the LGU about the delayed opening and the reason for it.
The designated Center Staff should arrive at least half an hour before Center business hours begin to provide enough time to ensure that:
• All computers, peripherals, and other equipment are properly plugged-in;
• The lights, equipment, and the air conditioning and ventilation system are turned on;
• For online centers, there is Internet connectivity;
• The TCMS Server is up and ready to authenticate user log-ins before turning on the
client computers;
• The TCMS Client application is up and running in all client computers in the Center.
The TCMS log-in panel should be prompted on each client screen so it is ready to accept user log-in and/or registration.
However, for the purpose of having a back-up to the TCMS, Center staff are encouraged to have a data log sheet.
Once the Center is open, Center Staff should make sure that users are aware of and follow the Center House Rules.
7.2 Tech4ED Center Maintenance
In order to maintain the upkeep of the Tech4ED Center and continue excellent service delivery to its users, as such a general cleaning of Center should be done at least once a month. This includes checking on the equipment and furniture, pest control, and general Center maintenance.
7.2.1 Ensuring the cleanliness of the Center
• Center Staff should make sure that equipment, windows, countertops, baseboards, fixtures, and furniture in the Center are free from dust and, moisture;
• Pest control should be done regularly so that the Center does not house pets that would put the staff and users’ health in danger; and
• Before conducting general cleaning and maintenance, there should be a notice posted at least three days before notifying users of the date and time of the scheduled maintenance.
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Tech4ED
Center premises if he/she is found violating any of these rules. Center Managers may add to these guidelines as necessary.
7.2.2 Center equipment and furniture should be in good working condition
• For Center equipment, diagnostics should be performed on the equipment regularly. This includes running an antivirus, check disk, formatting, defragging, system updates, software updates, etc.;
• If the equipment and/or furniture is showing signs of wear and tear and has reached the threshold for repair or replacement, arrangements should be made with the LGU for its repair or procurement; and
• Before conducting equipment maintenance, there should be a notice posted at least three days before notifying users of the date and time of the scheduled maintenance.
7.3 Tech4ED Center House Rules
The following basic guidelines for decorum should be followed within the Center premises:
• The Center will prioritize those that will use its equipment and services for
educational/research/school purposes;
• Visiting online gaming, betting, and pornographic sites is prohibited;
• Silence should be observed;
• Keep the workstation clean;
• The use of the Center is on a first-come, first-serve basis taking into consideration
senior citizens, PWDs and pregnant women;
• The one-person-per-PC policy shall be strictly observed in order to maintain order
in the use of the Center;
• Non-users or bystanders are not allowed inside the Center;
• People under the influence of alcohol or drugs are prohibited from entering the
Center;
• Smoking is not allowed within the Center premises;
• Eating, drinking, or chewing gum inside the Center is not allowed;
• Streaming audio and video that are not part of the Tech4ED Platform is prohibited;
• Saving and/or copying of files and inserting CDs, flash drives, and other storage
devices must be upon the approval of Center Staff;
• Illegal/unlawful activities such as hacking, deleting files, changing/tweaking the
system configuration or password, etc., will not be tolerated;
• Users may not tamper with any equipment inside the facility, especially the
computer units, cables, and sockets. In case of hardware and/or software problems,
users may ask for assistance from the Center Staff on-duty;
• Downloading, installing, and inappropriate materials and software other than those
installed on the computer stations are prohibited;
• Bringing dangerous items and/or weapons to the Center is not allowed; and
• The Tech4ED Manager or Staff on-duty has the right to request the user to leave the
Tech4ED Center Operations | 55


7.4 Tech4ED Center Closing Procedures
Closing the Tech4ED Center formally ends all transactions and finalizes the day’s operations. The Center Staff-in-charge of closing should:
• Remind users 30 minutes before the actual closing time that the Center is about to close in order to give users enough time to finalize their work;
• Close the TCMS Client application and all applications or software in the client computers;
• Turn off all client computers;
• Ensure that the data on the TCMS server has been successfully backed up before
closing the application;
• Close the TCMS Server application and all other open applications in the server
computer;
• Turn off the server computer;
• Turn off and unplug all equipment, and the air conditioning and ventilation system;
and
• Turn off the lights prior to locking the doors of the center.
7.5 Center Staff Shifting/Scheduling
In general, the Center Manager or an eKnowledge Worker should be at the Center during operating hours to attend to users. The Center should adhere to the No Noon Break policy. The Center operation hours should be well defined especially if the eKnowledge Workers work in shifts. A Monthly Duty Schedule should be completed with the name of the eKnowledge Worker, their corresponding role for the month (trainor, cashier, etc.), and the days they are on duty and off duty.
If an eKnowledge Worker needs to change his/her off duty day, he/she should provide the Center Manager with a request detailing the reason for the change, and the preferred date. Once the Center Manager approves of the request, the eKnowledge Worker requesting the change in schedule may approach the Worker he/she wants to change shifts with.
7.6 Profiling Center Users
7.6.1 Self-assessment
As soon as users come in, Center Staff should log users. If the Center already has TCMS installed, this is done automatically as soon as the computers are accessed. If the Center still has no TCMS, they can ask the users to fill out an intake form or sign a logbook before assigning them to workstations.
Centers shall receive self-assessment forms (found in Annex 1) to be used for user profiling. These self-assessment forms may help Center Staff better understand the users’ needs. Center Staff should assist users to fill out the form if they are having difficulty . it out, and make sure that the form is completed.
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The self-assessment form may provide Centers with gender- and/or sector-disaggregated data which provides information that enable policy-makers to see how Center services can be enhanced in order to provide for the needs of various genders, or provide opportunities to support or capacitate Center users from different sectors.
Users should be assisted based on the level of digital literacy stated in their profile. Center Staff should encourage users with low levels of digital literacy to take the digital literacy training (one-on-one or group) that the Tech4ED Center provides
7.6.2 Training
The Center should post a Monthly calendar of activities to let the users know the available trainings and when they are scheduled to take place. Center users inquiring about trainings should be assessed so that they can be placed in the appropriate training tier.
It is more efficient for Centers to conduct group trainings, however, they may be users
that may want to be trained on their own despite the available scheduled trainings. Centers may collect a minimal fee for conducting solo trainings, while conducting group trainings for free in order to encourage users to opt for the scheduled trainings.
Tech4ED Center Operations | 57




8Monitoring and Evaluating Tech4ED Center Performance
8.1 The Tech4ED Center Monitoring System
8.2 On-site Visits
8.3 Key Performance Indicators of Tech4ed Centers


8 Monitoring and Evaluating Tech4ED Center Performance
For its part, the Center may evaluate users’ Center experience, and the trainings that the center provides in order to know where services need to be strengthened and improved.
The Tech4ED Project always seeks to be needs-responsive and community-relevant so it is important that monitoring of the profile and behavior of users and target beneficiaries, and trends in Center use should be conducted continuously. The PMO has two ways by which the performance of Centers is monitored: The Tech4ED Center Monitoring System, and On-site visits.
8.1 The Tech4ED Center Monitoring System
The Tech4ED Center Monitoring System (TCMS) is a monitoring tool developed to improve the current and future management of outputs, outcomes and impact of Tech4ED Project. The Monitoring System prior to the TCMS was limited to platform users/usages. There were pertinent data that was not captured such as offline services like word processing, and printing, as well as some online activities like doing web research. The activities were also manually encoded into a logbook. This means that there might be activities that are not logged especially if there are many Center users, leaving the accuracy of the documentation in doubt.
The TCMS seeks to improve and strengthen the monitoring and evaluation of the Operating Performance of Tech4ED Centers. If used properly, the TCMS should be able to expedite reports generation since it collects most of the required performance measures such as computer use, services inventory, and user profile behavior. The system looks to provide a clear view of the operating performances of all Tech4ED Centers thereby giving insight to possible interventions needed to sustain the Centers. The TCMS makes use of a client-server application that enables both client and service system to communicate over a computer network. It also facilitates reporting and monitoring through its web portal.
The TCMS is able to log both online and offline activities of Tech4ED users. It shall be able to generate user logs containing the user list and time stamps, transaction logs, URL logs, and printing logs. It will also be able to produce reports on new and returning users, gender disaggregated reports, sectoral disaggregated reports, expense reports, and eventually training reportss.
Prior to the installation and use of TCMS in Centers, the Center Managers and eKnowledge Workers of Centers are required to undergo TCMS training in order to learn how to configure the system, use the applications, backup and upload data, and troubleshoot the system.
As of this printing, the latest TCMS version is 1.4.
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8.1.1 TCMS Specifications/Requirements
The recommended minimum specifications for the TCMS Server and Client are:
• Windows OS
{ Windows 10 (8u51 and above);
{ Windows 8.x (Desktop);
{ Windows 7 SP1;
{ Windows Vista SP2
• Windows Server
{ Windows Server 2008 R2 SP1 (64-bit);
{ Windows Server 2012 and 2012 R2 (64-bit)
• RAM: 128 MB
• Disk space: 124 MB for JRE; 2 MB for Java Update
• Processor: Intel Core i3-3xxx or later
• Browsers: Internet Explorer 9 and above, Firefox, Chrome
8.1.2 TCMS Application Functions
TCMS may only be used to monitor user activities, user logs and user profile. The Server app may be used to view user logs and user profile, while Center activities (i.e. program and web usages) can be viewed on the TCMS Portal. These functions are not yet supported by the current version of Client app. Version 1.4 does not monitor trainings conducted in a center.
8.1.3
•
The Server app may be used to:
{ Reset the user password and edit the user profile can only be done through
the Server app;
{ Change the Admin password;
{ Configure the server;
{ Configure the banner ads;
{ Set, edit, and view the center address;
{ Configure the backup folder;
{ Create a user account;
{ Upload a bulk number of accounts;
{ View all user accounts in the center;
{ View current online users;
{ View, add, and/or delete computer programs that will be monitored by the
system;
{ View user logs; and
{ View user transactions (user transactions are limited to: registration, login,
session start and profile update).
TCMS Data Collection and Reporting
Center Managers are expected to upload the Center data logs monthly. Data logs captured at the Center should be submitted through the TCMS Web Portal, and may be uploaded manually or automatically through the TCMS Server application.
Monitoring and Evaluating Tech4ED Center Performance | 61


The TCMS portal generates the following reports:
8.1.4
• •
8.1.5
Improved Center Management. The TCMS automatically captures and registers all user-related transactions in place of manual logs.
Improved Monitoring and Reporting. The TCMS automatically records the use of both offline and online services whether the Center has Internet connectivity or not.
Requesting for TCMS installation and training
•
•
•
User Disaggregated Reports
{ Gender
{ Age
{ Civil Status
{ User Type (new and returning users)
{ Educational Background
{ Sector Center Profile
{ Centers by Type
{ Centers by Region
{ Centers by Equipment Inventor Center Activity Reports
{ Web Usage
{ Program Usage
Benefits of using the TCMS
The implementation of TCMS is intended to ease the operations and monitoring of the Tech4ED centers, and to facilitate reporting. The advantages of using TCMS in the centers include:
TCMS installers and manuals are available at the Tech4ED website. TCMS installers may be downloaded at: www.dict.gov.ph/tech4ed/downloads/tech4ed-center-monitoring- system/. A step-by-step instructional video on the installation procedure is also available on the Tech4ED Centers YouTube Channel.
For inquiries regarding the deployment and installation of the TCMS or requests for technical assistance and training on the use and administration of the system, the Center Managers and/or partners may contact their respective Tech4ED Provincial Coordinators.
Please refer to the directory on page __ for the list of Provincial Coordinators/contact details of provincial offices. - Please update upon finalization of pages
8.1.6 Troubleshooting the TCMS
As reference for Center Staff in case they encounter TCMS issues and problems, a compilation of Frequently Asked Questions on TCMS application may be downloaded at www.dict.gov.ph/tech4ed/downloads/tech4ed-center-monitoring-system/. The center may also email TCMS concerns at [email protected].
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8.2 On-site visits
Any Tech4ED personnel may visit the Tech4ED Center any time after the launch to monitor and verify Center performance.
8.3 Key Performance Indicators of Tech4ED Centers
The following are the bases by which the efficiency and success of a Tech4ED Center are measured. These indicators inform Center Management regarding the effectiveness or suc- cess of their Tech4ED Center.
• Number of years that the Center has been in operation. Centers may be classified into:
{ Emerging Centers:
A. Operational with at least 20 TC users a month
B. With Active platform users
C. With at least 1 Digital Literacy Training conducted per month
{ Transformational Centers:
A. Operational for at least 3 years, with at least 50 TC users a month
B. With at least 1 Digital Literacy Training conducted per month
C. With active platform users
D. Consistent increase in the # of TC users
E. Facilitated complete transactions using e-Government services
{ Centers of Excellence:
A. Operational for at least 5 years (continuous)
B. Exhibits criteria C to F of Transformational Tech4ED Centers
C. Has a National/International Recognition (Tech4ED, Galing Pook, eGov
Awards)
D. Instrumental in establishing satellite centers or hub of 2 or more operational TCs
E. Has effective public- private partnerships in the community
F. An advocate of the program to other communities/LGUs (location for
study visits, resource speakers)
• Number of project beneficiaries. This considers the number of project users that the center has catered to, as reflected in the TCMS database. Each center should continuously increase the number of active registered users;
• Number of trainings conducted and participants trained. This relates to the total num- ber trainings initiated by the center, such as Digital Literacy Trainings and Skills train- ing. These trainings given by the Centers should be Gender sensitive by having an equal number of male and female participants. The training information should include sex-disaggregated data;
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• Partnerships and Networking. The Tech4ED Center should be able to network, forge partnerships and mobilize resources to sustain Tech4ED Center operations;
• Socio-economic impact. This refers to the changes that community members have felt in their lives as a result of using the Tech4ED Center;
• Innovativeness. This refers to the Center’s ability to successfully introduce pioneering products and services targeting the needs of the community; and
• Productivity. This refers to the continuous improvements in the Center’s outputs over the past two (2) years.


9MOA Compliance and Termination


9. MOA Compliance and Termination
The MOA signed between the DICT and the Partner is valid for ten (10) years unless earlier terminated, revoked or cancelled. The DICT and the Partner agree to adhere and comply with the obligations stated in the MOA.
Pre-termination of the MOA may result from DICT’s determination that, based on periodic evaluation, the Center is not performing within the standards set by DICT for the Tech4ED project, and/or violations, and/or non-performance of any of the specified responsibilities it has committed to.
Any breach reported to the Tech4ED Project Manager and/or Cluster Director, and the Partner’s designated contact person shall be grounds for contract termination. Violations include, but are not limited to, the following:
• The Center is no longer operational. A Center is considered non-operational if: { It has zero users within the last six months;
{ It there are no personnel assigned to the center;
{ There is no space allocated to house the Center;
{ The Center equipment are no longer used for their intended purpose; and { It is non-compliant with the prescribed banners.
• The Center is used for illegal activities.
Any issues, lapses and breaches of obligations should be resolved through internal negotiations. The project team shall issue three (3) consecutive warnings and notices before the MOA may be terminated. Should this happen, the Partner shall immediately stop using the platform, solutions, technology and brand of Tech4ED project, and shall no longer be a part of the project.
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10Staying Connected
10.1 Important Dates 10.2 Directory


10 Staying Connected 10.1 Important Dates
Center Staff may also attend regional and national conferences that are held regularly. Notices and updates on these conferences and similar forums are posted on the websites mentioned above.
March
Women’s Month
June
ICT Month
National Knowledge Exchange Conference
Cluster Conferences
10.2 Directory
DICT
Address: C.P. Garcia Ave., Diliman Quezon City 1101 Philippines Telephone: (632) 920-0101
Email: [email protected]
Website: www.dict.gov.ph
It is important that Center Managers and Staff have the appropriate support in implementing the Tech4ED Project. They are encouraged to follow Tech4ED on the following website sites if they would like to know more about Tech4ED Project activities, read about success stories, and learn more about innovations being implemented in other Centers. They may also request for additional information and communications collaterals from the Tech4ED PMO through:
Website: www.dict.gov.ph/tech4ed Email: [email protected] Facebook: Tech4ED Centers YouTube: Tech4ED Centers
Twitter: @tech4ed_centers Instagram: @tech4ed_centers
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Conversely, the Tech4ED PMO and Regional Office would like to hear about the efforts of Centers to expand their services, their reach, and/or provide innovative services, the chal- lenges they face in doing so, and the successes they have achieved whether big or small, since these are all experiences that other Centers may learn from. Please share your stories, questions, and/or concerns with the PMO through: [email protected], or through your respective clusters:
Luzon Cluster 1
Address: Polo Field, Pacdal, Baguio City Phone Number: (074) 446-4616
Email: [email protected]
Luzon Cluster 2
Address: 2F PGB Commercial Bldg. 2, Capitol Compound, Malolos City Phone Number: (044) 305-0276
Email: [email protected]
Luzon Cluster 3
Address: Telecom Road, Capitol Site, Kumintang Ibaba, Batangas City Phone Number: (043) 980-6440
Email: [email protected]
Visayas Cluster 1
Address: Zamora St., Iloilo City
Phone Number: (033) 337-7069
Email: [email protected]
Visayas Cluster 2
Address: Aduana St., Port Area, Cebu City Phone Number: (032) 416-6591
Email: [email protected]
Mindanao Cluster 1
Address: Corcuera Ext., Port Area, Zamboanga City Phone Number: (062) 911-2741
Email: [email protected]
Mindanao Cluster 2
Address: Villarin St., Carmen, Cagayan de Oro City Phone Number: (088) 880-1761
Email: [email protected]
Mindanao Cluster 3
Address: Florentino Torres St., Davao City Phone Number: (082) 305-8567
Email: [email protected]
Staying Connected | 69




11References


11 References
Websites:
• DICT: http://www.dict.gov.ph/
• International Telecommunication Union: http://itu.int/
• Tech4ED: dict.gov.ph/tech4ed/
• UN APCICT: http://www.unapcict.org/
• World Summit on the Information Society: http://www.itu.int/net/wsis/
Documents:
• ASEAN ICT Master Plan: http://asean.org/storage/2018/01/47.-December-2017-MPAC2025-2nd-Re- print-.pdf
• eGovernment Master Plan: http://i.gov.ph/wp-content/uploads/2015/12/egmp-2.0-popular-version_final. pdf
• Philippine Digital Strategy 2011-2015: http://dict.gov.ph/wp-content/up- loads/2014/06/philippine-digital-strategy-2011-2015.pdf
• APEC Connectivity Blueprint: https://www.apec.org/Meeting-Papers/Leaders-Declarations/2014/2014_ aelm/2014_aelm_annexd
• Measuring the Information Society: https://www.itu.int/en/ITU-D/Statistics/Pages/publications/mis2016.aspx
• State of the Broadband Report: https://www.itu.int/pub/S-POL-BROADBAND
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12Annex


Annex 1: Basic Digital Literacy Self-Assessment Form
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Annex 2: Incident Report Form
Annexes | ii


Annex 3: Sample Executive Order Page 1 of 2
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Annex 3: Sample Executive Order Page 2 of 2
Annexes | iv