PPD Sections

POLICY AND PLANS
DIVISION

CAPABILITY BUILDING SECTION (CBS)
FRONTLINE SERVICE

1. Provision of Resource Person to DSWD Intermediaries and Stakeholders

Processing of requests for resource persons to capacitate intermediaries and
stakeholders with the needed knowledge and skills to effectively implement social welfare
and development and social protection programs and services that are responsive to the
needs of different sectoral groups in the community.

Office or Division: Social Welfare Institutional Development Bureau (SWIDB) - All Field

Offices

Classification: Complex

Type of Transaction: G2G - Government to Government

G2C - Government to Citizen

Who may avail: DSWD intermediaries (local government units, non-government
organizations, peoples’ organizations, civil society organizations,

academe) and stakeholders

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Memo of Request Requesting party

DSWD Intellectual Property Agreement DSWD Field Office Capacity Building Section/Social
Welfare Institutional Development Section

CLIENT STEPS AGENCY FEES PROCESSING PERSON
ACTIONS TO BE TIME RESPONSIBLE
PAID

1.Send request letter to None 1 Hour
DSWD

1. Receive, check None 1 Hour Mr. Paolo P. Pineda
and log request
letter and forward Admin staff (Records
to the Office of the Section)
Regional Director
(ORD)

2. Receive the None 1 Hour
request letter and
endorse to the Mr. Joseph Paolo P.
Regional Director Cruz

Admin staff/Regional
Executive Assistant
(ORD)

3. Review and None 6 Hours
provide
instructions and Dir. Marites M.
endorse to Maristela, CESO III

Protective Services Regional Director
Division (PSD)
Ms. Melanie M.
4. Review and None 3 Hours Barnachea
provide None 1 Hour
instructions and Protective Services
endorse to Division Chief/Head
Capability Building
Section Ms. Abigail P.
(CBS)/Social Policarpio
Welfare
Institutional
Development
Section (SWIDS)

5. Receive the
request letter

Admin staff
(CBS/SWIDS)

6. Review and None 2 Hours

assess the request Ms. Nedda Angelica
D. Dizon

7. Identify resource None 2 Hours CBS Section Head
person per None 2 Hours Ms. Abigail P.
database/list of None 3 Hours Policarpio
CGS/program
focal/SWD L-Net None 1 Hour Technical Staff
(CBS/SWIDS) P.
8. Coordinate with Ms. Abigail
the head of the Policarpio
CGS/program focal
or SWD L-Net Technical Staff
member to inform
and check (CBS/SWIDS)
availability
Ms. Abigail P.
9. Prepare Policarpio
confirmation letter
(to include name Technical Staff
and details of
identified resource (CBS/SWIDS)
person) and
Regional Special Ms. Abigail P.
Order Policarpio

10. Forward
confirmation letter
and draft RSO to

PSD Chief for Admin Staff
review and initials
(CBS/SWIDS)

11. Review and sign None 3 Hours Ms. Melanie M.
None 6 Hours Barnachea
confirmation

letter and draft

RSO and Protective Services
Division Chief
endorse to ORD

12. Review and sign Dir. Marites M.
the confirmation Maristela, CESO III
letter and RSO

13. Return to None 1 Hour Regional Director
CBS/SWIDS 1 Hour Mr. Joseph Paolo P.
Cruz
1 Hour
14. Receive signed None Admin staff (ORD)
None 1 Hour Ms. Abigael J. Castro
None 3 Hours
confirmation letter

and RSO. Attach Admin staff
(CBS/SWIDS)
the Intellectual

Property

Agreement (IPA)

as well as the

Customer

Satisfaction

Measurement

Survey (CSMS)

Form

15. Send out to the Ms. Abigail P.
Policarpio
requestor the

documents thru

email and to Admin staff
(CBS/SWIDS)
Records Section

for numbering

(RSO) and

sending out

(confirmation

letter, IPA and

CSMS) to mail

16. Encode details of Ms. Karoline M.
Manalastas
the request to a

database

17. Coordinate with Admin staff
requestor to set a (CBS/SWIDS) P.
pre-activity Ms. Abigail
meeting with the Policarpio

identified RP and Technical staff
requestor (CBS/SWIDS)

2. Fill out the DSWD None 1 Hour
None
Intellectual Property

Agreement and

Customer Satisfaction

Measurement Survey

Total 40 Hours or
5 Days

INFORMATION COMMUNICATION TECHNOLOGY
MANAGEMENT SECTION (ICTMS)

NON- FRONTLINE SERVICE

1. ICT Support Services

a. Information Systems Development

Information Systems Development is a process for planning, creating, testing, deploying

and maintaining an information system.

Office or Division: BSSDD ICTMS

Classification: Highly Technical

Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Memorandum or Proposal Requesting Office

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. The business 1. Four [4] sub- N/A Depends on the Butch G.

owner [Office, processes are requirement of Gacusan/

Bureau, Service or initiated by the the business Computer

Unit] submits a ICTMS-BSSDD, in owner Programmer III

request for coordination with the Romallie M.
information Data Management Ocampo/
systems Division [DMD]: Information
development thru a ● BPRA
memorandum, ● System Technology
proposal Design Officer

or request for ● System

Technical Development Butch G.
Assistance ● System Testing Gacusan/
2. A fifth [5] sub-process Computer
Programmer III
which is the System
Deployment is done

in partnership with the Romallie M.

Infrastructure Ocampo/

Management Division Information
[IMD], Network and Technology

Technical Service Officer I

Support Division

[NTSSD] and Cyber

Security Group

[CSG].

TOTAL

a. Project Management and Facilitation

Project Management is the practice of initiating, planning, executing, controlling, and
closing the work of a team to achieve specific goals and meet specific success criteria at the
specified time.

Office or Division: BSSDD ICTMS
Classification: Highly Technical
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

TOR, Project Specification Requesting Office

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. The business 1. The BSSDD provides N/A 100 days Jan Michael P.
technical assistance to
owner [Office, the Business Owner in (Depends on Gopez/ Section
the formulation of
Bureau, Service or the Terms of Reference the requirement Chief

Unit] submits a of the business

request for owner)

information systems for the outsource project

development thru a 2. The Team Lead provides Jan Michael P.
memorandum, technical assistance to Gopez/ Section
proposal or request the Business Owner and
for Technical Service Provider in Chief
Assistance gathering the

requirements and actual

system development

3. The Business Analyst Jan Michael P.
provides technical Gopez/ Section
assistance in the
preparation of summary Chief
of agreements and its
endorsement to
respective units.

4. If the Information System Romallie M.
is ready for deployment, Ocampo/
the Team Lead Information
coordinates with
Infrastructure

Management Division Technology
(IMD) for resource Officer I
requirements
Patrick Lorenze
5. The Team Lead P. Santos/
coordinates with Cyber Information
Security Group for the
Vulnerability Assessment Systems Analyst
of the Information III
System.
Patrick Lorenze
6. If the system passes P. Santos/
vulnerability assessment, Information
the Data Management
Division (DMD) deploys Systems Analyst
the system on production III
database environment
and the Infrastructure Romallie M.
Management Division Ocampo/
deploys the system on Information
production application
environment. Technology
Officer I

Total N/A

c. Management of Change Request

The change management process in systems engineering is the process of requesting,
determining attainability, planning, implementing, and evaluating changes to a system.

Office or Division: BSSDD ICTMS

Classification: Highly Technical

Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Change Request Form ICTMS BSSDD

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. The Business 1. The Analyst logs and N/A Minor change Butch G.
Owner submits reviews the Change (1-2 days) Gacusan/
Change Request Request Form. If the CRF
Form. is valid, the Analyst will

draft an assessment and Major change Computer
recommendation else the (7-14 days) Programmer III
CRF will be returned to New module
Business Owner with (30-60 months) Romallie M.
attached notes. Ocampo/
Information
2. If the CRF is
transactional, the Data Technology
Management Division Officer I
(DMD) executes the
request through back- Butch G.
end. An execution report Gacusan/
and signed CRF will be Computer
prepared right after the Programmer III
execution.
Romallie M.
3. If the CRF is not Ocampo/
transactional, but a Information
System Functionality-
Related concern, the Technology
Developer codes the Officer I
request.
Butch G.
4. A unit testing will be Gacusan/
conducted once done Computer
coding. If there are no Programmer III
bugs found in the system,
the Analyst conducts Romallie M.
system testing. Ocampo/
Information
5. Once the system passes
the testing and no bugs Technology
are found, the Analyst Officer I
prepares a UAT form
which will be Butch G.
accomplished by the Gacusan/
Business Owner. Computer
Programmer III

Romallie M.
Ocampo/
Information

Technology
Officer I

Butch G.
Gacusan/
Computer
Programmer III

Romallie M.
Ocampo/
Information

6. The Business Owner Technology
conducts the User Officer I
Acceptance Testing.
Business Owner
7. The Analyst reviews and
logs the accomplished Butch G.
UAT form. If there are no Gacusan/
bugs found in the system Computer
the developer will request Programmer III
for system deployment.
Romallie M.
8. The Data Management Ocampo/
Division deploys the Information
requested changes on
Production Environment Technology
for database related Officer I
requests otherwise the
Infrastructure Butch G.
Management Division Gacusan/
[IMD] for source code Computer
related changes. Programmer III

9. The Analyst consolidates Romallie M.
the forms and updates Ocampo/
the status in the project Information
monitoring system.
Technology
10. The Team Leader Officer I
signs the form and
returns them to business Butch G.
owner. Gacusan/
Computer
Programmer III

Romallie M.
Ocampo/
Information

Technology
Officer I

Jan Michael P.
Gopez/ Section

Chief

Total Minor change:
1-2 days

Major change:
7-14 days

New module:
30-60 onths

d. VPN Connection Issue Resolution/Escalation

The Cyber Security Group administers, manages and maintains Perimeter Security
solutions and related Systems across all regional offices and data centers

Office or Division: CSG ICTMS
Classification: Simple
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. The Client 1. NTSSD will then N/A 4 Hours Jan Michael P.
[Office, Bureau, Transcribe/Classify/E (Refer to Gopez/ Section
Service or Unit] scalate the Ticket ICTMS SLA)
submits a ticket Chief
thru ICT 2. CSG will Assess and
Support Validate User Jan Michael P.
Ticketing Credentials and Gopez/ Section
System. Authorization
Chief

3. BSSDD/DMD will Jan Michael P.
process VPN Service Gopez/ Section
authorization
availability Chief

4. CSG will then Jan Michael P.
configure policy for Gopez/ Section
Application
Server/VPN Access Chief
for User and Test
User connectivity 4 Hours
(Refer to ICTMS SLA)
Total

e. Virus or Malware Issue

The Cyber Security Group administers and maintains enterprise End-point Security

Solutions for Central and Field Offices.

Office or Division: CSG ICTMS

Classification: Simple

Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. The Client 1. NTSSD will N/A 8 hours Patrick Lorenze
[Office, transcribe/classify
Bureau, the Incident if it’s a (Refer to P. Santos/
Service or valid virus or ICTMS SLA) Information
Unit] submits malware incident.
a ticket thru Systems
ICT Support 2. CSG will perform 2
Ticketing processes: 1) Analyst III
System. Investigate cause of
Patrick Lorenze
P. Santos/

incident and Information
Issue/update and Systems
install/Update Analyst III
Endpoint Solution.
Patrick Lorenze
3. advisory on P. Santos/
affected/restored Information
services. Systems
Analyst III
4. If the issue requires
AV installation or Patrick Lorenze
update, CSG will P. Santos/
isolate infected unit If Information
the issue need OS Systems
Level Analyst III
repair/restoration,
CSG will isolate Jan Michael P.
infected unit for deep Gopez/ Section
analysis and execute
restoration of Chief
services. Patrick Lorenze

5. If it needs external P. Santos/
SLA, CSG will Information
escalate to external
SLA. Systems
Analyst III
Total 8 hours
(Refer to ICTMS SLA)

f. Application Vulnerability Assessment

Perform regular security monitoring to identify/mitigate any possible
intrusions/vulnerabilities.

Office or Division: CSG ICTMS
Classification: Simple
Type of Transaction: G2G

Who may avail: BSSDD

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

VA Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON
BE PAID
TIME RESPONSIBLE

1. BSSD/The 1. CSG will execute N/A 1 Day Patrick Lorenze
Developer submits Vulnerability (Depends on P. Santos/
a VA Ticket, Assessment Information
NTSSD will then proper. the VA Systems
transcribe/ classify Request) Analyst III
ticket and CSG will 2. If Documents are
assess Application incomplete it will Patrick Lorenze
documentation and be given back to P. Santos/
Test Environment. BSSD for Information
completion. Systems
Analyst III

3. Preparation and Patrick Lorenze
Patch Production P. Santos/
Environment will Information
be issued when Systems
there are no Analyst III
vulnerabilities
found. 1 Day
(Depends on the VA Request)
Total

g. Information Security Incident Management

The Cyber Security Group will adequately respond to an intrusion or incident, limit
immediate incident impact to users and stakeholders.

Office or Division: CSG ICTMS

Classification: Simple
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES PROCESSING PERSON
TO BE
PAID TIME RESPONSIBLE

1. The Client 1. NTSSD will N/A 4 Hours Patrick Lorenze
[Office, Bureau, transcribe/classify the
Service or Unit] Incident if it’s a valid (Depends on P. Santos/
submits a ticket virus or malware
thru ICT Support incident. the IMR Information
Ticketing Request) Systems
System.
Analyst III

2. CSG will classify and Patrick Lorenze
assess Nature on P. Santos/
Incident and will Issue Information
necessary advisory Systems
and assess extent of Analyst III
damage or data loss.

3. If issue requires Patrick Lorenze
patching, CSG will P. Santos/
forward to Information
BSSDD/DMD for Systems
patching application Analyst III
and servers.
Romallie M.
4. If issue requires Ocampo/
restoration, CSG will Information
forward
to BSSDD/DMD for Technology
backup restoration. Officer I

5. If issue requires Patrick Lorenze
physical security check, P. Santos/
CSG will forward to Information
BSSDD/DMD and will Systems
escalate to Admin Analyst III
Service Security.
Jan Michael P.
6. If issue requires Gopez/ Section
physical security check,
CSG will forward to Chief
BSSDD/DMD and will
escalate Law to 4 Hours (Depends on the IMR
Enforcement (e.g. NBI, Request)
CIDG).

Total

h. Website and Domain Provision

Perform methodical data processing, integration, system integration, or enterprise
application integration, organized as shared service of the DSWD and an inherent entity within
the ICTMS.

Office or Division: IMD ICTMS
Classification: Highly Technical
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON
BE PAID
1. The requesting 1. The request TIME RESPONSIBLE
office will be would be encoded in N/A
sending the the ICTMS ticketing 30 days Requester
request in via via system for (Subject to the
memorandum documentation and approval of the
addressed to the DIR and CSG)

ICTMS director assigned to the proper Marites M.
and cc’ed the IMD technical staff. Maristela, CESO
Chief which will be 2. Once the ticket
is assigned or III/ Regional
approved / reassigned to the Director
proper division or
disapproved by technical staff, the Jan Michael P.
the ICTMS technical staff would Gopez/ Section
prepare a report to the
Director director for approval of Chief
the request.
3. The technical Joselito V. Ulep/
staff would execute Administrative
the instructions of the
Director. Assistant II
(Technical)
4. The staff will
transfer the ticket to Patrick Lorenze
CSG for evaluation P. Santos/
and approval for Information
publishing.
Systems Analyst
5. The technical III
staff will inform the
client and create a Jan Michael P.
report via the ticketing Gopez/ Section
system for
documentati-on. Chief

Total Joselito V. Ulep/
Administrative

Assistant II
(Technical)

30 days (Subject to the
approval of the DIR and CSG)

i. Server Provisioning

Provide Infrastructure Management, the ICT core service that lays the foundation of

information management services, and manages and secures the network, computing, and

data center infrastructure and ancillary services that support its operation.

Office or Division: IMD ICTMS

Classification: Simple

Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON
BE PAID
TIME RESPONSIBLE
N/A
1. The requesting 1. The request 8 Hours – If Requester
office will be would be resources are
sending the encoded in the Any ICTMS
request in via ICTMS ticketing available technical staff
memorandum via system for ( Subject to
addressed to the documentation endorsement
ICTMS director and assigned to of BSSDD to
and cc’ed the the proper
BSSD Chief technical staff. IMD)
which will be The BSSD would
approved / provide Any ICTMS
disapproved by recommendation technical staff
the ICTMS s to IMD on the
Director deployment Romallie M.
specifications. Ocampo/
Information
2. Once the ticket is
reassigned, the Technology
system Officer I
administrator
checks if the Romallie M.
ticket originated Ocampo/
from BSSD. If it Information
is not, it is
endorsed to Technology
BSSD for Officer I
checking and
evaluation. In Jan Michael P.
case that the Gopez/ Section
ticket is from
BSSD, then Chief
proceed to the
next step.

3. The technical
staff would
evaluate the
current capacity
of existing ICT

resources. In Marites M.
Maristela,
case that the CESO III/
Regional
resources can Director

accommodate

the

requirements,

the server is then

provisioned.

Otherwise, the

requirements

would be

endorsed to the

Office of the

Director for

Procure- ment.

Total 8 Hours – If

resources are

available

(Subject to

endorsement of

BSSDD to IMD)

j. Active Directory Account Provisioning

Direct the development, installation, and maintenance of information systems, security
controls, confidentiality, integrity and availability of information

Office or Division: IMD ICTMS
Classification: Simple
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON
BE PAID
1. The user or client 1. The ticket is being TIME RESPONSIBLE
will create a evaluated by the N/A
technical support helpdesk 4 Hours Any ICTMS
ticket via ICTMS administrator from the technical staff
NTSSD and will

ticketing system at assign to the proper Jan Michael P.
https://ictsupport.d ICTMS division or Gopez/ Section
swd.gov.ph. Once technical staff.
the ticket is 2. If the ticket is Chief
created, a ticket assigned to the IMD
number shall ticket pool in which Patrick Lorenze
automatically be the unit head or IMD P. Santos/
sent to the client’s staff can take an Information
registered or unassigned ticket for Systems
official email. The resolution. In cases Analyst III
helpdesk where a ticket is
administrator shall mislabeled the ticket Jan Michael P.
acknowledge the is then re-assigned to Gopez/ Section
client’s Technical the proper division.
Assistance (TA) Chief
request. 3. Once the ticket is
assigned to the Patrick Lorenze
System Administrator P. Santos/
group or technical Information
staff, the technical Systems
staff will coordinate to Analyst III
client for validation
and get the necessary Requester
information:
Jan Michael P.
a. First Name: Gopez/ Section
b. Middle Initial:
c. Surname: Chief
d. Ext. Name (if any):
e. Office Name and Patrick Lorenze
P. Santos/
Division/Unit: Information
f. Official Email or Systems
Analyst III
personal email (where
the user credentials Jan Michael P.
would be sent) Gopez/ Section
2. The technical staff will
process the creation Chief
of Active Directory
(AD) account Patrick Lorenze
(username and P. Santos/
password). Information

3. Once the AD account
is created, the
technical staff shall
provide the user

credential and AD Systems
manual for employees Analyst III
via email for
Total documenta- tion.

4 hours

k. Active Directory Account VPN Access

Provide Infrastructure Management, the ICT core service that lays the foundation of
information management services, and manages and secures the network, computing, and
data center infrastructure and ancillary services that support its operation.

Office or Division: IMD ICTMS
Classification: Simple
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON
BE PAID TIME RESPONSIBLE
1. The user or client 1. The ticket is being
will create a evaluated by the N/A 4 Hours Any ICTMS
technical support helpdesk (Subject to the technical staff
ticket via ICTMS administrator from
ticketing system at the NTSSD and will approval of Jan Michael P.
https://ictsupport.ds assign to the proper CSG) Gopez/ Section
wd.gov.ph. Once ICTMS division or
the ticket is created, technical staff. Chief
a ticket number Romallie M.
shall automatically 2. If the ticket is
be sent to the assigned to the IMD Ocampo/
client’s registered or ticket pool in which Information
official email. The the unit head or
helpdesk IMD staff can take
administrator shall an unassigned
acknowledge the ticket for resolution.
client’s Technical In cases where a
Assistance (TA) ticket is mislabeled
request. the ticket is then re-

assigned to the Technology
proper division. Officer I
3. Once the ticket is
assigned or Jan Michael P.
reassigned to the Gopez/ Section
proper division or
technical staff, the Chief
technical staff will Romallie M.
coordinate to client
for validation and Ocampo/
get the following Information
information: Technology

a. Purpose: Officer I
b. Server/System to Requester

be Jan Michael P.
accessed: (sample: Gopez/ Section
http://172.XX.XX.X
X:3000) Chief
c. Access Type: Patrick Lorenze P.
(sample: HTTPS) Santos/ Information
5. The technical staff Systems Analyst III
will transfer the ticket to
Cyber Security Group 4 Hours
(CSG) which contains (Subject to the approval of CSG)
pertinent information to
CSG process.
a.) AD Group Name
b.) Purpose
c.) System to be
accessed
d.) List of users
included
Total

l. Systems Patching

Perform methodical data processing, integration, system integration, or enterprise
application integration, organized as shared service of the DSWD and an inherent entity within
the ICTMS.

Office or Division: IMD ICTMS
Classification: Simple
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE
ICT Support Ticket
ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON
BE PAID
TIME RESPONSIBLE
N/A
1. The user or client 1. The ticket is being Web Any ICTMS
will create a evaluated by the Application: 4 technical staff
technical support helpdesk
ticket via ICTMS administrator from the Hour
ticketing system at NTSSD and will
https://ictsupport.ds assign to the proper Software Server
wd.gov.ph. Once ICTMS division or side: 8 Hours
the ticket is created, technical staff.
a ticket number Jan Michael P.
shall automatically 2. If the ticket is Gopez/ Section
be sent to the assigned to the IMD
client’s registered or ticket pool in which Chief
official email. The the unit head or IMD
helpdesk staff can take an Patrick Lorenze
administrator shall unassigned ticket for P. Santos/
acknowledge the resolution. In cases Information
client’s Technical where a ticket is Systems Analyst
Assistance (TA) mislabeled the ticket III
request. is then re-assigned to
the proper division. Joselito V. Ulep/
Administrative
3. Once the ticket is Assistant II
reassigned to the (technical)
proper technical staff,
the technical staff in Patrick Lorenze
turn checks if the P. Santos/
ticket originated from Information
BSSD. If it is not, it is Systems Analyst
endorsed to BSSD for III
checking and
evaluation. In case Joselito V. Ulep/
that the ticket is from Administrative
BSSD, then proceed
to the next step.

4. The technical staff
would ensure that a
backup of the system
files is secured prior
to patching

5. The technical staff Assistant II
would apply the patch (technical)
and inform the CSG
of the patches Patrick Lorenze
applied. P. Santos/
Information
6. The technical staff will Systems Analyst
inform the client and III
create a report via the
ticketing system for Joselito V. Ulep/
documenta- tion. Administrative
Assistant II
(technical)

Patrick Lorenze
P. Santos/
Information
Systems Analyst
III

Joselito V. Ulep/
Administrative
Assistant II
(technical)

Total Web Application:
(4 Hours)

Software Server side:
(8 Hours)

m. Datacenter Entry

Responsible for managing the enterprise-wide network connectivity, providing computing
support and maintaining applications in the production environment.

Office or Division: IMD ICTMS
Classification: Simple
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. The user or 1. The ticket is being N/A 8 Hours Ant ICTMS
client will create a evaluated by the (Subject to the technical staff
technical support helpdesk administrator approval of the
ticket via ICTMS from the NTSSD and will Division Chief)
ticketing system at assign to the proper
https://ictsupport.dsw ICTMS division or Jan Michael P.
d.gov.ph. Once the technical staff. Gopez/ Section
ticket is created, a 2. If the ticket is
ticket number shall assigned to the IMD Chief
automatically be sent ticket pool in which the
to the client’s unit head or IMD staff can Romallie M.
registered or official take an unassigned ticket Ocampo/
email. The helpdesk for resolution. In cases Information
administrator shall where a ticket is
acknowledge the mislabeled the ticket is Technology
client’s Technical then re-assigned to the Officer I
Assistance (TA) proper division.
request. Jan Michael P.
3. Once the ticket is Gopez/ Section
assigned or reassigned to
the proper division or Chief
technical staff, the
technical staff would Romallie M.
check if the proper Ocampo/
information and Information
documents are in order.
● Delivery Receipt Technology
● Equipment List Officer I
● System
Documentation Jan Michael P.
● Activity List Gopez/ Section
4. Once the documents
Chief
are in order, the activity
is then allowed to Romallie M.
proceed. Ocampo/
Information

Technology
Officer I

5. The IMD technical staff Jan Michael P.
will create a report via Gopez/ Section
the ticketing system for
documentation Chief

Total Romallie M.
Ocampo/
Information

Technology
Officer I

8 Hours
(Subject to the approval of the

Division Chief)

n. DNS Update

Direct the development, installation, and maintenance of information systems, security

controls, confidentiality, integrity and availability of information

Office or Division: IMD ICTMS
Classification: Simple
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. The user or client 1. The ticket is being N/A 4 Hours Any ICTMS
will create a evaluated by the
technical support helpdesk (Subject to the technical staff
ticket via ICTMS administrator from the
ticketing system at NTSSD and will Approval of the
https://ictsupport.d assign to the proper
swd.gov.ph. Once ICTMS division or BSSDD and
the ticket is technical staff.
created, a ticket CSG)
number shall 2. The ticket request
automatically be must first be Patrick
forwarded to the CSG Lorenze P.
and BSSD for
Santos/
Information

sent to the client’s approval. Both CSG Systems
registered or and BSSD must both Analyst III
official email. The provide approval
helpdesk before endorsing the Jan Michael P.
administrator shall request to IMD for Gopez/
acknowledge the processing.
client’s Technical 3. If the ticket is Section Chief
Assistance (TA) assigned to the IMD
request. ticket pool in which Patrick
the unit head or IMD Lorenze P.
staff can take an
unassigned ticket for Santos/
resolution. In cases Information
where a ticket is
mislabeled the ticket Systems
is then re-assigned to Analyst III
the proper division.
The ticket must Patrick
include the Lorenze P.
recommendation from
CSG and BSSD. Santos/
4. The technical staff Information
would then execute
the recommendation Systems
of the CSG and BSSD Analyst III

5. The IMD technical Patrick
staff will create a Lorenze P.
report via the ticketing
system for Santos/
documentation Information

Systems
Analyst III

Total 4 Hours
(Subject to the Approval of the

BSSDD and CSG)

o. Master Data Management (Database Development)

Master Data Management is the set of technology, tools, and processes that
ensure master data is coordinated across the enterprise.

Office or Division: DMD ICTMS
Classification: Simple
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

1. Request for 1. Gather user process BE PAID TIME RESPONSIBLE
system and data
development or requirements N/A Specs Romallie M.
enhancement
Provision (4 Ocampo/
Hours) Information

Deployment/In Technology
stallation (2 Officer I

Weeks) Butch G.

Gacusan/

Computer

Programmer III

2. Design Database Romallie M.
logical design Ocampo/
Information

Technology
Officer I

3. Create database Butch G.
physical design in Gacusan/
development Computer
environment Programmer III

4. Test developed in Romallie M.
database Ocampo/
Information
Create Database
production Technology
Officer I
Total
Butch G.
Gacusan/
Computer
Programmer III

Romallie M.
Ocampo/
Information

Technology
Officer I

Butch G.
Gacusan/
Computer
Programmer III

Specs Provision
(4 Hours)

Deployment/ Installation
(2 Weeks)

p. Master Data Management Change Management (Add/Change/Delete
Master Data or Existing Databases)

Just like with database development or database structure creation, change management
involves close coordination with the data owners and systems analysts or software
developers (both from the BSSDD).

Office or Division: DMD ICTMS
Classification: Simple
Type of Transaction: G2G

Who may avail: All DSWD OBSU
CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. Submit Signed CRF 1. Change Management N/A Patching (4 Romallie M.
process (BSSDD) Hours) Ocampo/
Information
Change
Request (4 Technology
Officer I
Hours
Butch G.
Gacusan/
Computer
Programmer III

2. Executes request on Romallie M.
backend Ocampo/
Information

Technology
Officer I

Butch G.
Gacusan/
Computer
Programmer III

3. Updates concerned Romallie M.
database Ocampo/
Information

Technology
Officer I

Butch G.
Gacusan/
Computer
Programmer III

4. Update master Romallie M.
database (if needed) Ocampo/
Information
Communicate changes
Technology
Officer I

Butch G.
Gacusan/
Computer
Programmer III

Total Patching
(4 Hours)

Change Request
(4 Hours)

q. Data Visualization

DMD performs tasks and process for data visualization or presentation of data in a
graphical form, in order to help decision-makers and project managers interpret data easily
and make evidence-based decisions.

Office or Division: DMD ICTMS
Classification: Simple
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSIN PERSON

BE PAID G TIME RESPONSIBLE

1. Request for data 1. Gather and check N/A Creation (if Jan Michael P.
visualization via requirements
DSWD data is Gopez/ Section
Dashboard.
complete (4 Chief

Hours)

2. Generate required Updating Butch G.
data for visualization Visualization Gacusan/
(if Database) Computer
based on Programmer III
non-database
data (1 day)

3. Provide on hand data Creation (if Butch G.
(if non database data is NOT Gacusan/
data) Computer
complete Programmer III
4. Clean data and (would
produce required Butch G.
tables depend on Gacusan/
data Computer
Programmer III
completion
from

requester)

5. Produce data Butch G.
visualization Gacusan/
Computer
Programmer III

6. Receive data Butch G.
visualization for final Gacusan/
review Computer
Programmer III
7. Upload in DSWD
dashboard. Butch G.
Regular updates (if Gacusan/
needed) Computer
Programmer III
Total
Creation:
if data is complete

(4 Hours)

Updating Visualization based on
non-database data (1 day)

Creation: if data is NOT
complete (would depend on
data completion from requester)

r. Database Support

Aside from the above processes, the DMD also receives Database Support services such
as database table updates, data extraction, data migration, database-related application
deployment, script deployment, table extraction, transformation, and loading, application
support via addition of admin users, etc.

Office or Division: DMD ICTMS

Classification: Simple
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

1. Request BE PAID TIME RESPONSIBLE
database
support via ICT 1. Provide initial N/A Maintenance/ Any ICTMS
Support
Ticketing response within 30 Optimization technical staff
System
mins and coordinate (24

with the requester. Hours/depend

2. Provide resolution on the size of Assigned

within set SLA the tables/ Technician/All

database) ICTMS

Technical Staff

PPIS Account

Activation &

3. Review and approve Updates (4 Assigned
resolution Hours) Technician/All

4. Change ticket status ICTMS
Close Ticket and Technical Staff
answer Customer
Satisfaction Survey Requester

Total Maintenance/Optimization (24
Hours/depend on the size of the

tables/database)

PPIS Account Activation &
Updates
(4 Hours)

s. GIS Support

The Geographic Information Systems (GIS) Unit of the Data Management Division
handles all GIS-related concerns and support of the Department.

Office or Division: DMD ICTMS
Classification: Highly Technical
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. Request for GIS 1. Coordinate with N/A Data Support Butch G.
TA and provides OBSU/Client. Clarifies
corresponding TA needs and data (30 days) Gacusan/
data availability.
Computer

Programmer III

2. Analyzes needed data Butch G.
Gacusan/
Computer
Programmer III

3. Process Spatial Data

4. Cleanses data Butch G.
5. Process Spatial Data Gacusan/
6. Finalize Processed Computer
Programmer III
Spatial Data
Butch G.
7. Assess if request is met Gacusan/
Computer
8. Receive GIS output Programmer III
9. Provide Users training
Butch G.
Total Gacusan/
Computer
Programmer III

Butch G.
Gacusan/
Computer
Programmer III

Butch G.
Gacusan/
Computer
Programmer III

Butch G.
Gacusan/
Computer
Programmer III

Butch G.
Gacusan/
Computer
Programmer III

Data Support (30 days)

t. Incident Requests on ICT Hardware and Software

Processes technical assistance for both hardware and software

Office or Division: NTSSD ICTMS
Classification: Simple
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE
ICT Support Ticket
ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. The OBSUs submit 1. The Service Support N/A 4 Hours Assigned

their incident Team Lead assess and (Refer to ICTMS Technician/All
SLA) ICTMS
request through ICT assign the ticket to
Technical Staff
helpdesk system. appropriate desktop

support engineer.

2. Desktop Support Assigned
Technician/All
Engineer provide service
ICTMS
support for ICT software Technical Staff

and hardware trouble to

end user

3. If there's a need for Assigned
Technician/All
Service Provider’s
ICTMS
intervention, service Technical Staff

support engineer provide

a TA Report for

submission to

Procurement

Management Division-

Contract Management

Division, if for warranty

claim or to the OBSU

concerned for facilitation

of Purchase Request, if
for Service Provider’s

diagnosis and parts

replacement.

Total 4 Hours

(Refer to ICTMS SLA)

u. ICT Technical Specification Request

Processes technical assistance for both hardware and software

Office or Division: NTSSD ICTMS
Classification: Simple

Type of Transaction: G2G
Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE
ICT Support Ticket
ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. The OBSUs submit 1. The Service Support N/A 3 Days Any ICTMS
their incident Team Lead assess and (Refer to technical Staff
request through assign the ticket to ICTMS SLA)
ICT helpdesk appropriate desktop
system. support engineer.

2. Desktop Support Assigned
Technician/All
Engineer provide ICTMS Technical

Technical Specification Staff

Report based on 3 Days
(Refer to ICTMS SLA)
industry standard and

market research.

Total

v. Request for Evaluation ICT Hardware and Software

Processes technical assistance for both hardware and software

Office or Division: NTSSD ICTMS
Classification: Simple
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. The BAC N/A 3 Days Jan Michael P.

Secretariat request (Refer to ICTMS Gopez/ Section
for evaluation of ICT
equipment through SLA) Chief

a memorandum 1. The ICTMS Director Jan Michael P.
addressed to the endorse the request to Gopez/ Section
Director of ICTMS NTSSD.

Chief

2. NTSSD creates a Romallie M.
Technical Working Group Ocampo/
to evaluate the Information
Quotations of Bidders.
Technology
3. The Technical Working Officer I

Group submits an Patrick Lorenze
P. Santos/
Evaluation Report Information

indicating if a bidder is Systems Analyst
III
found to be compliant or

not to BAC Secretariat.

Total 3 Days
(Refer to ICTMS SLA)

w. Assessed as Activity/Training Support

Processes technical assistance for both hardware and software

Office or Division: NTSSD ICTMS
Classification: Simple
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. The OBSUs submit N/A Duration Assigned
their incident request
through ICT helpdesk 1. Provide tools/equipment depends on Technician/All
system. if needed. OBSU request ICTMS Technical
(Refer to ICTMS
Staff
SLA)

Assigned

Technician/All

2. Deliver Technical ICTMS Technical
Support.
Staff

3. Confirm with client when Assigned
done. Technician/All
ICTMS Technical

Staff

4. Return tools/equipment Assigned
from their proper Technician/All
disposition if there is any. ICTMS Technical

Total Staff

Duration depends on OBSU
request

(Refer to ICTMS SLA)

x. Technical Assistance for VOIP

Processes technical assistance for both hardware and software

Office or Division: NTSSD ICTMS
Classification: Simple
Type of Transaction: G2G
Who may avail: DSWD Central Office OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE
ICT Support Ticket
ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. The OBSUs submit 1. Reach out to the end N/A Duration Romallie M.
their incident request user to verify the issue
through ICT helpdesk depends on Ocampo/
system.
OBSU request Information

(Refer to ICTMS Technology

SLA) Officer I

2. After the issue is verified, Romallie M.
The engineer assigned Ocampo/
will apply remote(reboot Information
the phone, change
config and network Technology
status) solution to solve Officer I
the issue
Romallie M.
3. The Engineer will render Ocampo/
onsite checking if remote Information
solution do not
addressed the issue Technology
such as, audio cables, Officer I
displays, dial keys, and
network connectivity Romallie M.
Ocampo/
4. In the event that the Information
issue cannot be
resolved, the engineer Technology
will make factual Officer I
conclusion and endorse
the matter to network Duration depends on OBSU
team request
Total
(Refer to ICTMS SLA)

y. Technical Assistance for Webconference/Livestream

Processes technical assistance for both hardware and software

Office or Division: NTSSD ICTMS
Classification: Simple
Type of Transaction: G2G
Who may avail: DSWD Central Office OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE
ICT Support Ticket
ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. The OBSUs submit 1. Reach out to the end N/A Duration Assigned
their incident request user to verify the issue
through ICT helpdesk depends on Technician/All
system. OBSU request
(Refer to ICTMS ICTMS
Technical Staff
SLA)

2. Gather the requirement Assigned
of the end user such as Technician/All
the venue and the
schedule of the event ICTMS
Technical Staff
3. Advice the end user to
conduct an initial dry run Assigned
to determine the issue Technician/All
that may arise
ICTMS
Technical Staff

4. If an issue is Assigned
encountered, coordinate Technician/All
with respective focal to
addressed the issue ICTMS
Technical Staff
5. If the issue cannot be
addressed due to defect Jan Michael P.
on feature, escalate to Gopez/
the service provider
Section Chief
Total
Duration depends on OBSU
request

(Refer to ICTMS SLA)

z. Wide Area Network

Processes technical assistance for both hardware and software

Office or Division: NTSSD ICTMS
Classification: Simple
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. The OBSUs submit 1. Conduct an initial N/A 4 hours for Jan Michael P.

their incident request troubleshooting by remote Gopez/ ITO II
through ICT helpdesk assistance, 1
system. checking the network day for onsite, 3 Romallie M.
days if hardware Ocampo/ ITO I
cables, device alarms, replacement is

and conduct a Ping Test required

and Traceroute. By doing

this, the network engineer

can isolate if the cause of

the problem is physical or

logical.

2. Next is to identify the

issue, if it is a physical

issue, conduct power

cycle on the router or

modem and/or replace

the cables. If it is a logical

problem, report the issue

to the Service Provider

together with the ping &

traceroute results and

pictures of the hardware

showing the alarm.

3. Confirm with the remote

contact person if the link

is already restored.

4. Require an Incident

Management Report from

the Service Provider after

issue is resolved for

documentation purposes.

Total 4 hours for remote assistance, 1

day for onsite, 3 days if hardware

replacement is required

aa. Network (Wired and Wireless)

Processes technical assistance for both hardware and software

Office or Division: NTSSD ICTMS
Classification: Simple
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. The OBSUs submit 1. The first step to do when N/A 4 hours if only Romallie M.
their incident request single user is Ocampo/
through helpdesk this issue occurs is to Information
system. affected, 8
check the physical layer - hours if an Technology
OBSU is Officer I
the network cable for
affected Romallie M.
wired user and wireless Ocampo/
Information
adapters for wireless
Technology
users. Officer I

2. Next is to check the

network configurations of

the device of the user

requesting the ticket.

Check the IP

configurations of the

device if it is acquiring the

proper addressing

scheme. Initiate a ping

test to the LAN gateway

and outside network such

as Google DNS. Check

the port where the device

is connected in the switch

or wireless access point

where the device is

connected.

3. Confirm to the end-user Romallie M.
Ocampo/
that the ticket is already Information

resolved before closing Technology
Officer I
the ticket in the Ticketing
4 hours if only single user is
System. Document the affected, 8 hours if an OBSU is

procedure undertaken for affected

reference.

Total

bb.ICT Support Ticketing System

Processes technical assistance for both hardware and software

Office or Division: NTSSD ICTMS
Classification: Simple

Type of Transaction: G2G

Who may avail: All DSWD OBSU
CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. The ICT 1. While the email is N/A Depends on the Assigned

Support Ticketing [email protected]. Incident/Service Technician/All
System is accessible With this ticketing system, Request ICTMS
via Web form and via end-user can now monitor
email. The URL to the progress of his/her (Refer to ICTMS Technical Staff
access the said Technical Assistance (TA) SLA)

system is request. There are two

https://ictsupport.ds classifications of TA

wd.gov.ph using the request, Incident and

AD credentials for Service Request each has

login. its respective Category

and subcategory to be

able to be concise on

each TA request.

2. The moderator will assign Assigned
the TA to the technician. Technician/All
The assigned technician
shall provide an initial ICTMS

response to the Technical Staff

requester.

3. Upon resolution, the Assigned
technician will change the Technician/All
status to resolved.
ICTMS
4. Should the requester Technical Staff
agreed, he/she will update
the ticket status from Requester
resolved to close
otherwise she/he should Requester
reply to the ticket to
reopen the ticket
automatically.

5. Once the ticket status has
changed into close, the

requester will receive an N/A
invitation to answer the
Customer Satisfaction
Survey.

Total

cc. Wireless Service (Wiserv)

Processes technical assistance for both hardware and software

Office or Division: NTSSD ICTMS
Classification: Simple
Type of Transaction: G2G
Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE
ICT Support Ticket
ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON
BE PAID
1. Request of technical Wiserv focal to check the TIME RESPONSIBLE
assistance ( Account status of the registered None
Activation/Deactvati account. Depends on the Assigned
on; Account Update;
Keyword Creation; Facilitates request within the Incident/Service Technician/All
Inaccessible) set SLA Request ICTMS

(Refer to ICTMS Technical Staff
SLA)

Update the status of the ticket

2. Click the closing link from Open to resolve upon

received via email if logging of the resolution

amenable with provided

resolutions provided

else reply the

remarks to reopen

the ticket.

3. Accomplish the

Customer

Satisfaction Survey

Form received via

email.

Total N/A

NATIONAL HOUSEHOLD TARGETTING SECTION
(NHTS)

FRONTLINE SERVICE

1. Walk-in Name Matching Data Process

Provision of data corresponding to the individual/s name matching request – to determine
if a household is in the Listahanan database and its corresponding poverty status.

Office or Division: d National Household Targeting Office/ National Household Targeting

System

Classification: d Simple
G2C – Government to Citizen
Type of Transaction:

Who may avail: A All walk-in clients

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

1. (1) Valid Identification Card/Proof of Identity 1.Provided by the Client

2. Walk-in Name Matching Form (1 original) 2.National Household Targeting Office/ National
Household Targeting System Office – Administrative

Assistant

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON
BE PAID TIME RESPONSIBLE

1. The Requesting 1. Receive and record the None 5 minutes Kimberly Ruth V.

Party will fill out the request in the document Ferreras
Administrative
Walk-in Name transaction/ tracking
Assistant III
Matching Form. system.

1.1. Endorse request to the

Project Development

Officer (PDO).

The C 2. Interview the client to None 10 minutes Czar Cornelius R.

evaluate the validity of the David

10 request as to its purpose Project

Development

● If not valid- The Officer

PDO will inform the

client on the

grounds for the

denial of the

request based on

the DSWD MC 12,

s.2017. End of

process.

● If valid – Forward
the request to the
Information
Technology Officer
for matching

Note: * In case, the ITO is
on official travel, the client

shall leave his/her contact
details.

3.Process the name None 5 minutes Kevin James M.
matching request. Roque

● Manual verification Information
● Running of name Technology

matching Officer
application
Kevin James M.
*Note: 1day processing Roque
time if the ITO is on official
travel Information
Technology
4. Review and archive None 5 minutes
result. 5 minutes Officer
30 minutes
4.1 Endorse result to the Czar Cornelius R.
PDO David
Project
5.Receive Name 5.Present and explain the None 5
result of name matching Development
Matching Result and administer the CSMS Officer
form (per CART
Guidelines)

TOTAL: None 5