Citizen's Charter

Information and Communications Technology Unit

Internal Service(s)

• Processing of Request for Technical Assistance
• Provides technical support for the different units/offices in the University. Information and Communications Technology Unit was tasked to handle various IT related tasks and activities. A need to evaluate, give merit, prioritize and define requisites is needed to undertaking. Further, the resulting document will served as a means to monitor and track pending and served tasks and activities.

Office:	Information and Communications Technology Unit
Classification:	Simple
Type of Transaction:	G2C - Government to Citizen G2G - Government to Government
Who may avail:	Employees and Students
CHECKLIST OF REQUIREMENTS		WHERE TO SECURE
1. Technical Support Request Form (TSRF)     (1 Original)		Information and Communications Technology Unit

CLIENT STEPS	AGENCY ACTION	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Acquire and fill-out TSRF	1. Provide TSRF and state the service and support requirements	None	5 Minutes	Director Information and Communications Technology Unit
2. Submit the accomplished and signed TSRF	2.0 Receive the TSRF and indicate on the form the actual date and time of tracking delivery cycle time	None	10 Minutes	Director Information and Communications Technology Unit
	2.1 Assess the severity and urgency of the reported problem and forward to the Director for concurrence and approval	None	10 Minutes	Director Information and Communications Technology Unit
	2.2 Approve TSRF and assign personnel for the task	None	10 Minutes	Director Information and Communications Technology Unit
	2.3 Troubleshoot and perform necessary repair	None	2 Hours - minor repair 8 Hours - major repair	Director Information and Communications Technology Unit
3. Review if requested satisfactorily complete	3. If no, recommend addtional action; evaluate and indicate further actiion required to complete the requested task If yes, indicate delivery date and time on TSRF	None	10 Minutes	Director Information and Communications Technology Unit
4. Acknowledge delivery of the requested task	4. Solicit acknowledgement and acceptance of the job rendered from client	None	10 Minutes	Director Information and Communications Technology Unit
5. Fill out the Client Satisfaction Survey Form electronically or drop off a paper copy in the designated box.	5. Provide client with Client Satisfaction Survey Form (electronically or on paper)	None	5 Minutes	Director Information and Communications Technology Unit
TOTAL		None	3 Hours - Minor repair 9 Hours - Major repair