ICT Operations Review 2022

ICT Operations Review

Technical Support Group

February 28, 2023

Order of Presentation

Introduction of the Team

2022 Accomplishments and Highlights

2023 HIPPAS and Action Plan

2023 Training Plan

Other Matters and Q&A

The Technical Support Team

01

2022 Accomplishments and Highlights

II.

100% Automation of key ICT Processes

Strengthen IT Security and Compliance to Data Privacy Act

IV

III

Institutionalization of 'No Noon Break' policy and shifting of ICT Technical Support

Hardware and Software Maintenance

Strengthen IT Security and Compliance to Data Privacy Act

100 % AUTOMATION OF KEY ICT PROCESS

Review and implementation of servicelead-time of all support services

Software Maintenance

Deployments

Hardware Repairs

Reports

Includes Installation and system error support.

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Website Statistics

Visitors

Views

Website Updates

New TC Mobile App Landing Page

Enable & Configured based on the Open Worldwide Application Security Project (OWASP) Recommendations

X-Fame-Options X-XSS-Protection Strict-Transport-Security Content-Security-Policy Cookie Security and etc.

Review and implementation of servicelead-time of all support services

Preventive Maintenance

Installation of Workstation during Branch Opening/Transfer

The team also provide technical assistance with the Membership Section during the Opening Program

Other Accomplishments

Technical Support also spearheaded some of the ARA Committees during the conduct of Virtual ARA last March 2022.

ARA Video Committee ARA Virtual Awarding Ceremony

PRISC 2022 Distribution

User System Orientation

02

2023 HIPPAS and Action Plans

Strengthen IT Security and Compliance to Data Privacy Act

Specific Action

Implementation of Sophos Endpoint and Encryption to all Branches (File Encryption)

Timeline

Q1- Q4 2023

Expected Output

Protected and Encrypted Workstations

100% Automation of key ICT Process

Dashboard for Repairs and Maintenance for faster tracking of repairs.(thru WEb Help Desk)

Dashboard of Items for Provision and maintenance(Inventory)

Library for IT Knowledge (FAQ's)

User System Orientation

Conducts system orientation for the users on the new updates; be it on ICAS, Web Facility, or any system that concerns TC transactions.

User manuals will be provided for every system orientation conducted.

Review and implementation of service lead time of all support services

Hardware Repairs: SLA: 2 days(Inhouse Repair)

Deployments: SLA 3-7 days from Delivery

Preventive Maintenance: 6 months

Review and implementation of service lead time of all support services

System Errors: SLA: max 2 hours 24 hours(follow up Developer and QA WITHOUT system customization)

Website: SLA 2 hours (3 months) major updates

Reports: adhoc:1-4 hours Monthly Reports:3 days

03

Technical Support Group Training Plan

ICT Supervisor & ICT Assistants

Technical Support/ ICT Specialist

WebMaster

*UX/UI DESIGN *BUILD E-COMMERCE WEBSITE IN LARAVEL

ITIL Training and Certification

COMPTIA A+ Training and Certification

Q2-Q3 2023

Q1 2023

Q2-Q3 2023

04

Other Matters

Other Matters

Hiring of Hardware Technician

Transportation aid for Area 2 and Area 3 personnel

05

Any Questions?

Thank You!