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TableofContents PageNumber1.Introduction

1

2.DICTProfile• Mandate• Vision• Mission• Corevalues• Customers• Programs• Facilities

1-3

3.GeneralDescriptionoftheUnits• OfficeoftheSecretary• OfficeoftheUndersecretariesandAssistant

Secretaries• NationalICTGovernanceService• SystemsandInfrastructureManagementService• SystemsandInfrastructureDevelopmentService• NationalICTCompetencyManagementService• AdministrativeandFinancialManagementService• FieldOperationOffices

3-7

4.QualityManagementSystem• QualityManagementSystemModel• ScopeandApplication• DocumentationStructure• QualityManualAmendment• ConfidentialityandDistribution

7-11

5.ManagementResponsibility• ManagementandCommitment• QualityManagementSystemPlanning• QualityManagementStructure• ResponsibilityandAuthority• ManagementandReview

11-17

ResourceManagement• HumanResources• InfrastructureManagement• WorkEnvironment

17-19

ProgramandProductRealization• Customer-relatedprocesses• DesignandDevelopment• Purchasing

19-22

Measurement,AnalysisandImprovement• MonitoringandMeasurement• InternalAudit• ControlofDocuments• ControlofRecords• ControlofNon-conformingProduct• PreventiveAction

22-30

1. Introduction

TheDepartmentofInformationandCommunicationsTechnology(DICT)InterimQualityManual defines and clarifies policies, systems and procedures adopted to implementandcontinuouslyimprovetheQualityManagementSystemoftheDepartment.TheInterimDICT-QMSaimsto:

• To provide consistent information, both internally and externally, aboutDICT’sQualityManagementSystem;

• To demonstrate to the customers, suppliers, stakeholders and otherinterested parties, the ability of DICT’s established Quality ManagementSysteminmeetingtheirrequirementsandexpectations;

• To provide a documented system which serves as a basis in auditing theimplementationandeffectivenessoftheQMS;

• To provide continuity of the company’s QMS and its requirements duringchangingcircumstances;and

• Todemonstratecompliancewith therequirementsof ISO9001standardtowhichthisQMSisbased.

2. DICTProfile2.1. Mandate

TheDepartmentshallbetheprimarypolicy,planning,coordinating,implementingandadministrativeentityoftheExecutiveBranchofthegovernmentthatwillplan,developandpromotetheNationalICTDevelopmentAgenda.

2.2. Vision

Aninnovative,safeandhappynationthatthrivesthroughandenabledbyinformationandcommunicationstechnology.

2.3. Mission

• ProvideeveryFilipinoaccesstovitalICTinfostructureandservices;• Ensure sustainable growth of Philippine ICT-enabled industries resulting to

creationofmorejobs;

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• Establishaonedigitizedgovernment,onenation;• SupporttheNationalGovernmentinfullyachievingitsgoals;and• MaketheDICTastheenabler,innovator,achiever,andleaderinpushingthe

country’sdevelopmentandtransitiontowardsaworld-classdigitaleconomy.

2.4. CoreValuesTheDICTbelievesthatthefourimportantaspectsofcultureandidentitywhichgovernsstrategiesandactionsare:

• D-Dignity(Character)• I-Integrity(Character)• C-CompetenceandCompassion• T-Transparency(CommitmentandAccountability)

2.5. Customers

TheDICT’scustomersincludenationallineagencies(NLAs),governmentandownedandcontrolledcorporations(GOCCs),governmentfinancialinstitutions(GFIs),constitutionalbodies,legislature,judiciary,localgovernmentunits,privatefirmsincludingsmallandmediumenterprises,non-governmentorganizations,academeandinternationalorganizationsandfundinginstitutions.

2.6. Programs

TheDICT’sprogramsandprojectsareconceptualizedaroundthefollowingprogramthrusts:

• PolicyandPlanning• ImprovedPublicAccess• ResourceSharingandCapacityDevelopment• ConsumerProtectionandIndustryDevelopment• CountrysideDevelopment• CybersecurityandCybercrime

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2.7. Facilities

TheDICT’sCentralOfficeislocatedinC.PGarciaAvenue,UPDiliman,QuezonCity.Italsohaseightfieldoperationofficeslocatedinthefollowingareas:

• BaguioCity• Malolos,Bulacan• BatangasCity• Cebu• Iloilo• CagayandeOro• ZamboangaCity• DavaoCity

TheDICTCentralOfficeisafour-storeybuildingwithconferenceandofficefacilities.

3. GeneralDescriptionoftheUnits3.1. OfficeoftheSecretary

TheOfficeoftheSecretaryprovidesoverallleadershipanddirectiontothedepartmentforittoachieveoverallgoalsandobjectives.TheOfficeoftheSecretary’sspecificfunctionsinclude:

• ProvideexecutivedirectionandsupervisionovertheentireoperationsoftheDepartmentanditsattachedagencies.

• Establishpoliciesandstandardsfortheeffective,efficientandeconomicaloperationoftheDepartment,inaccordancewiththeprogramsofgovernment.

• ReviewandapproverequestsforfinancialandmanpowerresourcesofalloperatingofficesoftheDepartment.

• DesignateandappointofficersandemployeesoftheDepartment,excludingtheundersecretaries,assistantsecretaries,andregionalandassistantregionaldirectors,inaccordancewiththecivilservicelaws,rulesandregulations.

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• ExercisedisciplinarypowersoverofficersandemployeesoftheDepartmentinaccordancewithlaw,includingtheirinvestigationandthedesignationofacommitteeorofficertoconductsuchinvestigation.

• CoordinatewithIX5Us.otheragenciesandpublicandprivateinterestgroups,includingnongovernmentorganizations(NGOs)andpeople’sorganizations(POs)onDepartmentpoliciesandinitiatives.

• PrepareandsubmittothePresidentthroughtheDepartmentofBudgetandManagement(DBM)anestimateofthenecessaryexpendituresoftheDepartmentduringthenextfiscalyear,onthebasisofthereportsandestimatessubmittedbybureausandofficesunderhim/her.

• ServeasamemberoftheGovernmentProcurementPolicyBoard(GPPB)asestablishedbyRepublicActNo.9184.

• AdvisethePresidentonthepromulgationofexecutiveandadministrativeordersandformulationofregulatoryand.legislativeproposalsonmatterspertainingtoICTdevelopment.

• FormulatesuchrulesandregulationsandexercisesuchotherpowersasmayberequiredtoimplementtheobjectivesofthisAct.

• PerformsuchothertasksasmaybeprovidedbylaworassignedbythePresident.

3.2. OfficeoftheUndersecretariesandAssistantSecretaries

TheOfficeoftheUndersecretariesandAssistantSecretariesprovideassistancetotheSecretaryintheformulationandimplementationofplansandpoliciesrelativetotheprogramthrusts,administrativeandoversightsupervisionstooperationalandfieldoperationofficesandcoordinationandmonitoringofprogramsandprojects.

3.3. NationalICTGovernanceService• Leadandmanagethedevelopment,adoption,implementation,monitoringand

evaluation of all nationalplans, policies and standards in Philippine ICT (andInternet)Governance.

• EnsurethatnationalICTplans,policiesandstandardsarealignedwithnationaldevelopment thrusts, international commitments, and the overall nationalinterest.

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• Designanddeveloppoliciesandactionplansthatmaintaintheintegrityofthecountry’scriticalICTandInternetresources,andfurthertrustintheinformationsociety.

• Ensure thatnationalplans,policies, and standardsaredeveloped through theconstructiveengagementwithallconcernedstakeholders.

• EngageinnecessaryinternationalactivitiesinfurtheranceofnationalICTpolicydevelopmentwork.

• Engageandcommissionprivatesectorandcivilsocietyentitiesinspecificareasofplanning,policyandstandardsdevelopmentactivities.

• Provide strategic technical support to national-level government entities (e.g.NGAs,legallymandatedspecialcommissions),inter-agencybodies(e.g.,CabinetClusters, Inter-Agency Councils/Committees, legislative TWGs, etc.), and ICT-related multi-stakeholder bodies (e.g., CAC, and other councils that maybecreatedbylaw)intheareaofstrategicICTframeworksandinterventions.

3.4. SystemsandInfrastructureManagementService

• ManagethenationwideprovisioningofICTInfrastructureandservicesinterventionsinclosecollaborationswiththeprivatesectorandcivilsociety,andensuretheinterventionsadheretotheirdesignedlifetimes.

• Manageandadministergovernmentinfrastructure,bothPPPandnon-PPP,toachievetheirobjectives.

• AssistinthecollectionofICTrelateddataforthedepartment’smonitoringand

oversightagencies.

3.5. SystemsandInfrastructureDevelopmentService• ManagetheprovisionofICTrelateddevelopmentservicesrequiredby

governmenttofullyleverageICTforpublicservice,improvenationalcompetitivenessandsocio–economicdevelopment.

• Ensureanoptimalmixofutilizingin-houseandexternalresourcestosecuretheneededcapacityandcapabilities.

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3.6. NationalICTCompetencyManagementService

• BuildthecapacitiesofpublicsectorinstitutionsandtheirpersonnelintheuseofICTtoimproveplanning,management,deliveryofmissioncriticalfunctionsand monitoring and evaluation through both public and private sectorpartnershipsandcollaborations.

• Managetheprovisionof trainingcourses in ICTrelatedfieldstoenhancethecompetitiveness of the country’s human resource, both for the governmentand ICT & ICT-enabled industries, consistent with local and internationalstandards.

• Professionalize ICThumanresourcethroughthedevelopmentofnational ICTcompetencystandardsandtheissuanceofproficiencycertification.

• Manage the identification of government personnel qualification and otherstandards essential to the integrated and effective development, andoperationofgovernmentICTservicesandinfrastructure.

• FostercollaborativeeffortstoensureICTcapabilitiesandcapacitiesacrossallsectors of Philippine society through both formal and informal learningmethods.

3.7. AdministrativeandFinancialManagementServices• Developandimplementmanagementpolicies,systemsandprocessestoensure

economicalandefficientdeliveryofsupportservicetoallDICTunits.

• ProvideadvicetotheOfficeoftheSecretaryonadministrative,financialandassetmanagementmatters.

• ServeasthemodelICTenabledFADserviceinthegovernment

3.8. FieldOperationOffices• Managethecommissioningofpoliciesandprogramssetbythecentraloffice.

• ManagethestrategicandcriticalgovernmentICTinfrastructureattheregionallevel.

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• Assistintheformulationofnational/regionalpolicies,ICTprogram/projectplansincollaborationwithlocalICTcouncilsandotherstakeholders.

• Providebasicadministration&financeservicestothefieldofficeandtheirprovincialfieldteams.

4. QualityManagementSystem4.1. QualityManagementSystemModel

TheDepartmentofInformationandCommunicationsTechnologyasagovernmententitywascreatedunderRepublicAct.No.10844,shallbetheprimarypolicy,planning,coordinating,implementingandadministrativeentityoftheExecutiveBranchofthegovernmentthatwillplan,developandpromotethenationalICTdevelopmentagenda.SincetheDICTimplementsprojectsandactivitiestoitsstakeholders,thedepartmentconsidersthisasinteractingactivitiesthatrequireefficientandsystematicmanagement.

Themodel(Figure1)showstwo(2)interactingprocesses,theinternalprocessesandtheexternalprocesses.

Theinternalprocessescoverthefollowingactivities:

• Communicatetheimportanceofmeetingcustomerrequirementsandexpectations.

• Definethemanagementresponsibility.• ProvideadequateresourcestoimplementtheQualityManagementSystem

(QMS).• Providemeansbywhichtheclientelemayderiveconfidencethattheservices

willbecarriedoutinaccordancewithspecifiedrequirements.• Monitor,analyzeandcontinuallyimprovethemanagementsystemtomeet

and/orexceedtheexpectationsofcustomers/clientele.

Theexternalprocessesshowthefollowingprocesses:

• Determinecustomerrequirements,designandimplementprojectsinaccordancewiththerequirementsandexpectationsofthestakeholders.

• Determinecustomer’ssatisfactionandcommunicatewithstakeholdersrelativetotheservicesofferedbyDICTpursuanttoitsmandatesthatarespecifiedunderRA10844.

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Theinformationderivedfromthecustomersisusedasreferenceforthecontinualimprovementofboththeexternalandinternalprocesses.

Figure1showsthegraphicalpresentationofthesubjectprocesses.

4.2. ScopeandApplication

TheDICT-QMScoversallprocessesunder frontlineservicessuchas:application/enrollto ICT Courses and Seminars, Availment of ICT Certification Examination, Rental ofTraining Facilities, Agency Information Systems Strategic Plan (ISSP) Endorsement andsupportprocessesunder theOfficeof theSecretaryandAdministrative, Financial andManagementService.

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FIGURE1:CONTINUALIMPROVEMENTOFDICTQUALITYMANAGEMENTSYSTEM

CU

STOMER

S

CU

STOMER

S

ManagementResponsibility

MeasurementAnalysisandImprovement

ProgramandProjects

Management

ResourceManagement

REQUIREMENTS

SATISFACTION

INPUTS SERVICES

4.3.DocumentationStructure

The QMS of the DICT is embodied in the documented statements of quality policy,objectives, quality manual, the mandatory procedures required by ISO 9001, and inother documents needed by department to ensure the effective planning, operationandcontroloftheidentifiedprocesses.

TheQMincludes:

• ThescopeoftheQMSaswellasthedetailsandjustificationfortheexclusionsintheQMSrequirements;

• ThelinkageoftheprocedurestotheQMS;and• ThedescriptionoftheinteractionbetweentheprocessesoftheQMS;

ThehierarchyoftheQMSdocumentationisshownbelow:

Figure2:DICT-QMS

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ProceduresandWorkInstrucXonManual

PoliciesandGuidelines

QualityRecords

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• QualityManual-theQualityManualisthehighestlevelofQualityManagementSystemDocumentation.Itcontainsthequalitypolicy,organizationalstructure,resourcemanagement,andspecificpoliciesforbusinessprocessandqualitycontrolandimprovement.

• ProceduresandWorkInstructionManual(PAWIM)–ThePAWIMisthe

operationalguideonwhatthedepartmentdoesandhowitachievesstatedpolicies.Italsoprovidesguidanceonhowtocommunicateandperformvariousactivities.ThePAWIMalsoincludesworkinstructionsthatdescribethedetailedseriesofstepsinperformingroutineactivities.

• PoliciesandGuidelines(InternalandExternal)–ThePoliciesandGuidelinesincluderecordsofdepartmentissuancessuchasMemorandumCirculars,OfficeOrdersandSpecialOrders.ItalsoincludesExecutiveOrdersandMemorandumCircularsissuedbytheOfficeofthePresidentofthePhilippinesand/orparticularoversightagencies,whicharerelevanttothedepartment’soperationsandshouldbecompliedwith.

• QualityRecords–TheQualityRecordsincluderecordsprovidingevidenceofconformitytotheestablishedproceduresandworkinstructions,aswellastheDICT’sQMS.

4.4.QualityManualAmendment

TheintroductionofnewsystemsandproceduresmayrequirecertainamendmentstotheexistingQualityManualandotherproceduresthatarerelevantintheoperationoftheAuthority.

Are–issueofthisQualityManualshallbereflectedonlywhen:

• Thereisachange(QMSforcertificationyetasthisisonlyforISOaligneddocumentation)

• Thereisachangeinthemanagementand/ororganizationalstructure(theDICTiscurrentlyundergoingtransitionactivitiesandpartofitisthedevelopmentoftheDICTorganizationalstructure)

• Thereisachangeinthecorebusinessprocess.

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TheDocumentFeedbackFormshallbeusedforrequestsandsuggestions,whichshallbesubmittedtotheQMSrepresentativetoensurethatsuchchangesarereflectedinthemanual.

4.5.ConfidentialityandDistribution

ThisMMDAQualityManualandotherrelateddocumentsaretreatedasConfidentialandcannotjustbereproducedwithoutclearancefromtheQualityManagementRepresentative(QMR).

5. ManagementResponsibility

5.1.ManagementCommitment

In pursuit of its commitment of providing stakeholders satisfaction, The DICT hasestablished aQuality Policy that reflects the valuesof employeesof department. TheQualityPolicyisstatedasfollows:

“Wearecommittedtoprovideproductsandservicestoboththegovernment and private sectors with the highest standards ofquality and reliability within our capabilities and resourcesaccording to stakeholders and all applicable regulatory andstatutory requirements and to continually improve theeffectiveness of our QMS at all times in order to meetstakeholdersatisfaction.”

To ensure that the Quality Policy is understood, implemented and maintained in alllevels of the organization, the approvedpolicy is posted at strategic locations. This iscommunicatedandpromotedamongemployeesthroughtraining,meetingsandothermeansdeemedappropriatetothecompany.

The QMR ensures that the Quality Policy is reviewed during Management Reviewmeetingstodetermineitssuitabilitytotheneedsofthecustomerandtheorganization.The revision process will be in accordance with the established document controlprocedures.

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5.2.QualityManagementSystemPlanning

TheDICT’sStrategicandoperationalplansaretheoutcomes/resultsoftheconductofstrategicandoperationsplanning.Duringtheseplanningworkshops,strategicthrustsofthedepartmentaredefined,commitmentsareobtainedandresourcerequirementsaredetermined.Objectivesandtargetsaresetatappropriatelevels;however,specificqualityobjectivesaredefinedusingoperationalandprojectlevelplanning.

Thevariousoperatingunitswithinthedepartmentconductpre-planningactivitiespriortotheconductofthestrategicandoperationsplanningtodetermineperformance,gatherinformationonstakeholders’needsandexpectationsandtheirrequirements.Thepre-planningactivitiesofeachofficeinvolvesplanpresentationandexpectedresultswhicharereviewedtoalignfuturedirectionsinaccordancewithmandatesofthedepartment.

Theoutputplanningprocessinvolvesstrategiesonhowtoimprovetheperformanceofeachofficetakingintoconsiderationtheinternalandexternalinformationgatheredfromthestakeholders,improvementand/orenhancementofexistingsystemsandproceduresmoreparticularlyontheoperatingunitsofthedepartmenttowardstoenhancementofpublicservice.

TheDICTwillconstituteaQualityPlanningCommitteewhoshalloverseetheprocessesoftheDICTqualityplanningactivities.TheCommittee’sfunctionsareasfollows:

• SetsthestrategicdirectionsoftheDICTconceptualizeandformulatetheStrategicPlanofdepartment.

• DeterminestheresponsibilitiesofHeadsofOfficesand/orindividualofficesintheimplementationofStrategicPlans.

• EnsurestheestablishmentofQualityImprovementPlansandreportstheIntegratedQualityPlan.

• PrioritizetheOperation’splanningagenda.• Monitorstheattainmentoftargetsofthedifferentofficesandreportsprogress

ofattainmentinrelationtotheover-alltargets.

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5.3.QualityManagementStructure

The Department shall establish the Structure for total qualitymanagement as shownbelow:

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QualityCouncil(MANCOM)

QualityManagementRepresentative(QMR)

Secretariat

DeputyQMRforOperations

DeputyQMRforAdministrativeand

Support

DICT-ISOCoreTeam

TrainingandEducationCommittee

DocumentsandRecordsControl

InternalQualityAudit QualityPlanningCommittee

5.4.ResponsibilityandAuthority

5.4.1.QualityPolicyMANCOM

• Establishes,reviewsandmaintainsthequalitypolicyoftheAcademy.• Ensuresthatqualityobjectivesarerelevantandalignedtothefunctions

ofthecorebusinessoperationsoftheAcademy.• Ensurestheallocationofneededresourcestosupportthe

implementationoftheDICT-QMS.• Definestheresponsibilitiesandauthoritiesofeachfunctioninthe

organization.• PlansandreviewstheeffectivenessoftheDICT-QMS,QualityPolicyand

QualityObjectives,andmonitorstheimplementationofimprovementactionplans.

• IntroducesmechanismsorprogramstopromoteandimproveISO/QMS.• Ensurestheestablishmentandeffectivedeploymentofcommunication

mechanisms.

5.4.2.QualityManagementRepresentative(QMR)

• EnsurestheeffectiveimplementationandmaintenanceoftheestablishedQMS.

• Reportstothetopmanagementtheperformanceofqualitymanagementsystems,itseffectiveness,andareasforfurtherimprovement.

• EnsuresthepromotionofawarenessofmeetingcustomerrequirementswithintherelevantscopeoftheDICT-QMS;and,

• LiaiseswithexternalpartiesonmattersrelatingtotheDICT-QMS.

5.4.3.DeputyQMRs

• Ensurestheeffectiveplanning,implementation,maintenanceandcontinualimprovementoftheestablishedQMSintheirrespectivegroups.

• AssiststheQMRinperformingassigneddutiesandresponsibilities.• AssumesresponsibilityoftheQMRinhis/herabsence.

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5.4.4.Secretariat

Providessupporttothemanagementreviewmeetings.IncoordinationwiththeQMRand/ortheDeputyQMR,theMANCOMSecretariat:

• Preparesanddistributesagendatoallconcerned.• Recordsanddocumentsproceedings.• Monitorsagreementsandactionstobetaken• Providesallconcernedwiththeminutesofmeetings.

5.4.5.DICT-ISOCoreTeam

• ProvidesinformationandtechnicalsupporttotheQMRinoverseeingtheimplementationandmaintenanceoftheDICT-QMS.

• CoordinateswiththeISOCommitteesandDeputyQMRsallmattersofconcernwithregardtotheDICT-QMS.

• CoordinateswiththeCertifyingBodyallmattersofconcernwithregardtotheISO9001:2008CertificationoftheDICT-QMS;and,

• EnsuresthedocumentationofISOCoreTeamMeetings,ManagementReview,andothermeetingscalledbytheQMR.

5.4.6.DICT-ISOCoreCommittees

5.4.6.1.TrainingandEducationCommittee

• EnsuresthatconcernedDICTemployeesareawareoftheirrolesandresponsibilitiesrelativetotheattainmentofthedepartment’sgoalsandobjectives.

• Reviewstheresultsofthecompetencyevaluationconductedforemployeesperformingfunctionsthataffectproductorservicequality.

• FacilitatesconductofappropriateHRinterventionstoenhancetheircapabilities.

• MonitorsandevaluatestheeffectivenessofHRactionstaken.• Ensuresthatrecordsofeducation,training,skillandexperienceare

maintainedaccordingly.

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5.4.6.2.DocumentRecordandControlCommittee

• Establishes,documents,implementsandmaintainsaprocedureforthecontrolofdocumentsandrecords.

• MaintainsthemastercopiesandmasterlistoftheQualityManualandPAWIM,aswellas,themasterlistofexternally-generateddocumentsandreferences.

• Ensuresthatcurrentversionsofrelevantdocumentsareavailableatpointofuse.

• Preventsunintendeduseofobsoletedocuments,aswellas,theunauthorizeduseofrelevantdocumentsandrecords.

• Ensurethetraceabilityofdocuments.• CoordinatesenhancementoftheRecordsManagementSystem.• CloselycoordinateswithServices/UnitHeadsonallmattersconcerning

recordsmanagement,specificallyonrecordsgeneratedfromtheprojectmanagementprocess.

5.4.6.3.InternalQualityAuditCommittee

• Prepares,coordinates,andimplementstheauditplan;• Identifiesthenecessaryresourcesformanagingtheauditplan;• Providesinputsduringmanagementreviewregardingauditfindings;

and,• Monitorsandmaintainsrecordsofimplementationofcorrectiveand

preventiveactionsfornon-conformancefoundduringaudits.

5.4.6.4.QualityPlanningCommittee

• SetthestrategicdirectionsofthedepartmentandformulatetheDICT’sStrategicPlan.

• DeterminegroupresponsibilitiesintheimplementationoftheStrategicPlan.

• PrioritizeDICTagendaforOperationsPlanning.• EnsuretheestablishmentofQualityImprovementPlansandreportthe

IntegratedQualityPlan.

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• Monitortheattainmentoftargetsororganizationalunitsandreportprogressofattainmentinrelationtotheoveralltargets.

5.5.ManagementReview

Thereviewoftheestablishedqualitymanagementsystemisconductedatleastonceayearand/orwheneverdeemednecessarybytheQMRortheDeputyQMRstoensurecontinuingstabilityandeffectivenessofthesysteminsatisfyingtherequirementsofcustomersandotherstakeholders.

Thereviewmaycover,butwillnotbelimitedto,thefollowingagendaitems:

• Mattersarisingfromthepreviousmanagementreviewmeeting• Reportingofattainmentofqualityandfunctionalobjectives• Reviewofthequalitypolicy• Resultsofinternalandexternalqualityaudits• Customerfeedbackandsatisfactionresults• Group/unitperformanceandproduct/serviceconformity• Statusofcorrectiveandpreventiveactions• Changesthatcouldaffectthequalitymanagementsystem• Overallassessment/evaluationofthequalitymanagementsystem• Actionstakenonrecommendationsforimprovement.

6. ResourceManagement

The DICT management ensures that the resources essential to the implementation ofstrategiesandtheachievementoftheorganization’sobjectivesareidentifiedandthatthesamearemadeavailable.Decisions on the allocation of resources for operation and improvement of the QMS,enhancementofemployees’competencethroughtraining,educationandhumanresourceintervention, the satisfaction of customers and other interested parties and planning forfuture resource needs are made during planning sessions. These resources may includepeople,infrastructure,workenvironment,information,suppliersandpartners,andfinancialresources.

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Plans are reviewed regularly to ensure the efficiency and the effectiveness of resourceallocation.

6.1. HumanResources

TheDICTmanagementensuresthatpersonnelperformingworkaffectingconformitytoproductrequirementsarecompetentonthebasisofappropriateeducation,trainingandexperience.Toassess, enhance and develop further their competence in providing quality products to thecustomers, theHumanResourceDevelopmentOfficerconductsannual trainingneedsanalysisbasedoncompetenciesdefinedforeachposition.TheStaffDevelopmentPlansandProgramispreparedbasedontheidentifiedtrainingneeds.

In addition to the provision of training, other actions and interventions are undertaken toaddress identified gaps in competence. Training and/or other actions taken are designed toensurethatallemployeesareawareoftherelevanceandimportanceoftheiractivitiesandtheircontributiontotheattainmentofthequalityobjectives.

Aftereachtrainingorcompletionofotheractionstaken,theChiefofHumanResourceDevelopmentevaluatestheireffectivenessinimprovingcompetenceofemployees.During the implementation of the QMS, all employees shall be appropriately provided withtrainingand/ororientationtomakethemawareofthefollowing:

• The importance of conformitywith the quality policy andprocedures andwiththerequirementsofthequalitymanagementsystem;

• Theirrolesandresponsibilitiesinachievingconformitywiththerequirementsofthequalitymanagementsystem;and

• Recordsofeducation,training,skillsandexperienceofemployeesareincludedinthe201file.

6.2. Infrastructure

TheDICTmanagementdetermines,providesandmaintainstheinfrastructurenecessaryto achieve conformity to product requirements. The infrastructure includes, asapplicable, buildings, workspace, and associated utilities, process equipment (bothhardwareandsoftware),andsupportingservicessuchastransportorcommunication.

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6.3. WorkEnvironmentTheDICTensuresthattheworkenvironmenthasapositiveinfluenceonmotivation,satisfactionandperformanceofpeopleinordertoenhancetheperformanceoftheorganizationtoensuretheachievementofconformitytoproductrequirements.

TheOfficeoftheSecretaryimplements5Sprogramtoprovideemployeesopportunitiesforgreaterinvolvementthus,realizingthepotentialofpeopleintheorganization.

7. ProgramandProductRealization

TheTechnicalServicesoftheDICThaveplannedanddevelopedtheprocessesneededforproduct/program realization that are consistent with the requirements of the otherprocessesoftheQMS.Duringtheplanningforproductrealization,thequalityobjectivesandrequirementsfortheproduct are determined and are integrated in the respective documented procedures.Processesareestablished,appropriatedocumentsaredeterminedandresourcesspecifictotheproductsareprovided.The required verification, validation, monitoring, measurement, inspection and testactivitiesspecifictotheproductandthecriteriaforproductacceptancearealsoconsidered.Likewise,recordsthatprovideevidencethattherealizationprocessesandresultingproductmeetrequirementsareestablishedandmaintained.Theoutputoftheplanningprocessisdocumentedinasuitablemanner.

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7.1. Customer-relatedprocesses

The DICT has defined mutually acceptable processes for communicating effectively andefficiently with its customers. Review of the requirements related to the product includingstatutory and regulatory requirements is conducted prior to the commitment to supply aproduct to the customer to ensure that product requirements are defined, contract or orderrequirementsdifferingfromthosepreviouslyexpressedareresolved,andtheabilitytomeetthedefinedrequirements.

When the customer provides no documented statement of requirements, the sameshallbeconfirmedbyconcernedgroup/departmentbeforeacceptance.Whentherearechanges in product requirements, relevant documents are amended and concernedpersonnelaremadeawareofthechangesinrequirements.

Implementation of effective arrangements for communicating with customers inrelation to product information, enquiries, contracts or order handling, includingamendments, termination of license and customer feedback, including customercomplaintisensured.

Records of customer requirements, results of reviews and actions arising from thereviewsaremaintained.

7.2. DesignandDevelopment

7.2.1.DesignandDevelopmentPlanning

TheDICTmanagement ensures that the Specialized Training ProgramsofDICThasdefined,implementedandmaintainednecessarydesignanddevelopmentalprocessestorespondeffectivelyandefficientlytotheneedsandexpectationsofitscustomersandotherinterestedparties.

Whenever a customer requires a new specialized training program that is notincludedinthemaster listofspecializedtrainingprogram,theheadofTrainingUnitpreparesadesignanddevelopmentplan.Theplandescribesthedifferentactivities anddefines responsibility for their implementation. It alsodescribesthe training objectives and expected outputs, sequencing of the design anddevelopmentprocess,design

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methodologies,review,verificationandvalidationactivities.Theplanisupdatedwheneverchangesinthedesignoccur.

7.2.2.DesignandDevelopmentInputs

Inputs to design and development include customer needs and expectations,identifiedtrainingneeds,studiesorindustrytrendsandpostevaluationtrainingresults.

7.2.3.DesignandDevelopmentOutput

Thedesignoutputisdocumentedandwordedintermsthatcanbeverifiedandvalidated against input requirements. A reviewbefore release is necessary toensurethatthedesignoutputmeetsthedesigninputrequirements,containormakereferencetoacceptancecriteriaandtoidentifythosecharacteristicsofthedesign that are crucial to the effective conduct of the training program (e.g.equipment and facilities requirement including availability, entry level ofparticipantsandcertification/completionrequirement).

7.2.4.DesignandDevelopmentReview

Atappropriatestages,systematicreviewsareconductedbytheTrainingUnittodeterminethatdesignanddevelopmentobjectivesareachieved.Recordsofthereviewofanychangesandanyactiontakenaremaintained.

7.2.5.DesignandDevelopmentVerification

Atsuitablestages,designverificationisalsoconductedtoensurethatthedesignoutput meets the design input requirements. Records of verification aremaintained.

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Whennecessary,priortotheconductofnewlydesignedtrainingprogram,adryrunisconductedtodetermineifthedesigninputrequirementsmetthedesignoutput.Thedryrunisusedtoverifyifthefinaltrainingmoduleconformstotheintendedparticipants’requirements.

7.3. Purchasing

Toensure thatpurchasedproductssatisfy theorganization’sneedsandrequirements,the Administrative Division has defined and implemented an effective and efficientpurchasingprocess.Suppliersareselectedandevaluatedbasedontheirabilitytomeetrequirements using the established criteria for selection and evaluation. The List ofQualifiedSuppliers ismaintainedandtheirperformanceisevaluatedeverytransactionthroughtheuseofaratingsheet.Wheneverpurchaserequestsaremade,completespecificationanddescriptionofitemsareindicatedtoensurethatonlytherequireditemsarepurchased. Nopurchasesaremade without the approval of the Secretary or his/her Authorized Representative.Personnel implementing the purchases are competent based on their education,trainingandexperience.Incaseofsubcontractedservicesforsomeprocessesthattheorganization’scapabilitymaynotbeadequate, said services shouldbe in conformance to the requirementsofthecustomer.

8. Measurement,AnalysisandImprovement

TheExecutiveCommitteeensurestheeffectiveandefficientmeasurement,collectionandvalidationofdatatodeterminetheconformanceofICTOtoQMSaswellasthecustomers’levelof satisfaction. Thevalidity andpurposeofmeasurementsand the intendeduseofdataarereviewedtoensurethattheseprocessesaddvaluetotheorganization.

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Performance of the organization’s processes include measurement and evaluation of itsproducts, capability of its processes, achievement of objectives, targets and programs,compliance to applicable legal andother requirements and satisfactionof customerbothinternalandexternal.

DataderivedfromthemonitoringofDICT’sperformanceprovideinformationandservesasguide in its continual improvement activities. Results of the analysis of data fromimprovement activities is considered as one input to management review in order toprovide information for improving the performance of the organization. Applicablemethodsincludingstatisticaltechniquesandtheextentoftheiruseareincluded.

8.1. MonitoringandMeasurement

TheDICTmanagementensures theuseof effectiveandefficientmethods inorder toidentify areas for improvement of the quality management system. These methodsincludecustomersatisfactionsurvey,internalaudits,andself-assessment.

CustomerSatisfaction

InordertomeasuretheperformanceoftheQMS,DICTmonitorsitscustomers’levelofsatisfaction through the conductofCustomerSatisfactionSurvey.Themanagement isresponsible for ensuring that appropriate action is implemented and that results ofsurveyandactionstakenaredeployedeffectivelytoconcernedunits/employeesintheorganization.

InternalAudit

TheInternalAuditGroupisresponsibleinplanningandimplementinginternalauditsinorder to verify whether the quality management system conforms to the plannedarrangements,totherequirementsofISO9001andtothequalitymanagementsystemrequirements established by the organization and whether the QMS is effectivelyimplementedandmaintained.

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An audit program is planned and conducted at least once a year, taking intoconsideration thestatusand importanceof theprocessesandareas tobeaudited,aswellastheresultsofpreviousaudits. TheAuditPlandefinestheauditcriteria,scope,frequencyandmethodsofaudit.Auditorsareselectedbasedoncompetenceandshallnotaudittheirownwork.Objectivityandimpartialityoftheauditprocessisensuredintheselectionofauditorsandconductofaudits.

The responsibilities and requirements for planning and conducting audits, and forreportingresultsandmaintainingrecords.The Undersecretaries, Assistant Secretaries, Service Directors and Division Chiefsresponsible for area being audited ensure that corrections and corrective actions aretakenwithoutunduedelayinresponsetointernalauditresults.Follow-upactivitiesincludetheverificationoftheeffectivenessoftheactionstakenandthe reporting of the verification results. Internal audit reports include evidence ofexcellentperformanceinordertoprovideopportunitiesforrecognitionbymanagementandmotivationofpeople.PlanningtheAudit

• TheAuditProgramforaspecificyearshallbepreparedby the InternalQualityAudit (IQA) Team leader and approved by the Quality Council prior to itsimplementation.

• AnunscheduledIQAmaybeinitiatedbytheQualityCouncilbasedonanyof(butnotlimitedto)thefollowing:

o Unusualincreaseinqualityrelated-problems;o Introductionofnewproductsandservices;o Changes on the qualitymanagement system, personnel and processes;

ando Customer’srequest.

• The auditors should not be assigned to an area they belong to and/ orresponsible for organizationally. TheAudit Plan shall guarantee that someonewhoemanatesfromthesamedivision/unitwillnotauditanauditee.

• Theauditors are likewisediscouraged to audit the areaswhere theyhavehadinvolvementinanymannerforatleastone(1)yearpriortotheaudit.

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PreparationfortheAudit

• AnauditplanshallbesenttoAuditeeUnitswithinaweekbeforetheconductofaudit.Itshallserveastheconfirmationoftheauditactivity.

• Auditorsshallbeselectedfromapoolofqualifiedpersonnel.• Theprescribeddocumenttobeusedinrecordingdata/informationgathered

fromtheauditistheauditchecklist.ConductingtheAudit

• Anopeningmeetingshallstarttheauditwheretheauditplanisreconfirmedwiththeauditee/s.Theauditorshouldalsodiscusstheobjective,scopeandcriteriaoftheaudit.

• Theauditpropershallincludethefollowingactivities:o Establishmentoffactsbyinterviewingthepersonnel,examiningthe

documents,observingtheprocessesandverifyingrecords;o Recordingoffactsasevidenceoftheaudit.o Evaluationoffactstodetermineobjectiveevidenceofnonconformity.o ClassificationofauditfindingsastoNon-Conformity(NC)or

OpportunitiesforImprovements(OFIs).o Recapitulationoftheauditfindingswiththeauditee

• Aclosingmeetingshallbeconductedtoreporttheauditfindingstotheauditees/concernedheadsoftheunit.

ReportingtheAuditFindings

• NCsandOFIsresultingfromtheauditshallbedocumentedintheRequestforAction(RFA)Form.UponreviewofthereviewoftheTeamLeader,theRFAwillbeaddressedandissuedtotheconcernedServices/Divisions.

• AsummaryoffindingsshallbepreparedbytheIQQTeamLeadertobereportedtotheQualityCouncil.

• AnoverallassessmentontheimplementationandeffectivenessoftheDICT-QMSshallbereportedbytheIQATeamLeaderduringamanagementreview.

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MonitoringontheSubmissionofRFA

• TheAuditeehasfifteen(15)tothirty(30)days,uponreceipt,toaccomplishandsubmittheRFAtotheIQATeam.

• TomonitortheaccomplishmentandsubmissionofRFAs,astatusreportshallbegeneratedonthe15thand30thofthemonth.ShouldtherebeunreturnedRFAsinthestatusreport,theconcernedunitwillbeservedwithafollowuplettertofacilitateaction.Thefollow-uplettershallbesignedbytheIQATeamLeaderandtheSecretaryoftheDICT.

• FailuretoaccomplishandsubmittheRFAtotheIQATeam,despiteafollow-upletter,shallbereportedtotheQualityCouncilforappropriateaction.

VerificationsofActions

• Withthepurposeofconfirmation,theIQATeamshallverifytheimplementationofactionsprovidedintheRFA.Astatusreportoncorrectionactionwillthenbegeneratedeverymonth.Ifthecorrectiveactionisnotfulfilleduponthefirstverification,theauditeewillthenprovideanewimplementationdate,subjecttosecondverification.Ifstillnoactionistakenonthesecondverification,thecasewillbereportedintheQualityCouncilfordecision.

MonitoringandMeasurementofProcessesSuitable methods for monitoring and, where applicable, measurement of the qualitymanagementsystemprocessesareappliedtodemonstratetheabilityoftheprocessesto achieve planned results. When planned results are not achieved, appropriatecorrectionandcorrectiveactionaretakentoensureconformityoftheproduct.

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MonitoringandMeasurementofProductTo verify that product requirements have been met, the organization ensures thatmonitoring and measurement are carried out at appropriate stages of the productrealizationprocessinaccordancewiththeplannedarrangements.

Evidenceofconformitywiththeacceptancecriteriaismaintained.Recordsindicatetheperson(s) authorizing the release of product. Only products, which have beensatisfactorily completed through the planned arrangements, are released to thecustomer.

8.2. ControlofDocuments

AlldocumentsincludedintheQMSarereviewedandapprovedforadequacybyauthorizedpersonnelpriortouse.Arevisionhistory,whichindicatesthecurrentrevisionstatusofdocumentsismaintainedbytheDocumentControllerandshallbemadeavailabletoall.Thiswillpreventtheuseofincorrect,validorobsoletedocuments.Onlythelatestissuesofdocumentsareavailableatlocationswherebusinessprocessoperationsareperformed.Obsoletedocumentsareidentified,retrieved,andproperlydisposedof,retainingonlytheobsoleteoriginalcopydocument.

8.3. ControlofRecords

Qualityrecordsarelegibleandstoredandretained,insuchawaythattheyarereadilyretrievable,instoragefacilitiesthatprovideasuitableenvironmenttopreventdamage,deterioration,orloss.

Retentionperiodsofqualityrecordsareestablished,recordedandmaintainedinaccordancewiththeNationalArchivesofthePhilippines(NAP)RecordsDispositionSchedule.

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8.4. ControlofNon-ConformingProductandCorrectionAction

Nonconformingproductand/orservicearereviewedinaccordancewithdocumentedproceduresandmaybereworked.

Ifaproductand/oraservicedoesnotconformtotheTermsofReferenceortotheagreedoutputassetforthduringthecontractingprocess,theQMRtogetherwiththeProjectManagersshouldbeabletomakethenecessarycorrectivemeasures.

Identificationofnonconformingandpotentialproducts/services

Nonconformingproducts/servicesmaybedetectedthroughorasaresultof(butnotlimitedto)thefollowing:

o CustomerSatisfactionSurveys/ClientFeedbackso TrainingEvaluationo AuditActivitieso ManagementReviewso SupplierPerformanceo Lessonlearnedfrompastexperienceso Out-of-controloperatingconditionso Outputsfromdataanalysiso ProcessMeasurementso RelevantQMSrecordso Benchmarking

Whennonconformityorapotentialnonconformityisdetected,implementthefollowingprocedure:

• DocumentthenonconformitybyaccomplishingtheappropriatepartoftheRFA.• SubmittheRFAtotheInternalQualityAuditTeamforreview.TheIQATeam

shallberesponsibleinforwardingtheRFAtotheconcernedServices/Units.• TheinitiatorandtheIQATeamshallcoordinateonthestatusofactionsanduntil

thenon-conformityisresolved.

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UponreceiptofRFA,implementthefollowing:

• Services/UnitshouldacknowledgetheRFA.• Performrootcauseanalysis.Asnecessary,usequalitytoolstofurtheridentify

andanalyzetherootcauseoftheproblem.• UsingtheresultsoftheRCAformulateacorrectionandacorrectiveaction.The

actionstobetakenshouldaddresstheidentifiedcause/softheNC• Provideaspecificimplementationdateforboththecorrectionandcorrective

action.• SecuretheapprovaloftheServices/UnitHead;• SubmittheRFAtotheIQATeamwithinfifteen(15)-thirty(30)workingdays

uponreceipt

DispositionandMonitoringofCorrectionandCorrectiveAction

• TheConcernedServicesDirectorshallberesponsibletocarryoutthenecessarycorrectiveactions.TolowertheriskofrecurrenceofdetectedNCs,andtheriskofoccurrenceofpotentialNCs,theconcernedServicesDirector.

• ReviewandapprovetheRCA,thecorrection,andthecorrectiveactionthathavebeenidentifiedintheRFA.

• Monitorifactionsarecarriedoutaccordingtothetargetedimplementationdate;

• ConductaregularmeetingregardingtheService’s/Unit’simplementationoftheDICT-QMStheresultsofactionstakenintheRFAsandotherQMSconcerns.

8.5. PreventiveAction

On a regular basis Service Directors evaluate processes and quality products/servicedelivery to determine potential problem areas. Preventive actions should beappropriatetothemagnitudeofthepotentialproblem.

The documented procedure has defined requirements for the determination ofpotential nonconformities and their causes, preparation and implementation ofpreventiveactionswhereneeded,andreviewoftheeffectivenessofactionstaken.TheQMRmaintains recordsof actions takenand ispresentedduringmanagement reviewmeetings.

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Allpreventiveactionsaredocumented,indicatingpersonresponsibleandtargetdateofcompletion.

Whenthecauseofpotentialnon-conformityisnotreadilyknown,initiatediscussionwiththeQualityCouncil.

PotentialnonconformitiesrelatingtotheDICT’sQMSmayincludebutnotlimitedtothefollowing:

o CustomerSatisfactionSurveys/ClientFeedbackso TrainingEvaluationo AuditActivitieso ManagementReviewso SupplierPerformanceo Lessonlearnedfrompastexperienceso Out-of-controloperatingconditionso Outputsfromdataanalysiso ProcessMeasurementso RelevantQMSrecordso Benchmarking

Preventiveactionmustbeappropriatetothemagnitudeofthepotentialproblemandcommensuratewiththeriskinvolved.TheQMRapprovestherecommendation,ifnot,conductfurtherreviewandanalysisofdataandrecommendalternatives.

Whenapreventiveactionresultstoachangeinprocedure,refertothecontrolofdocuments.

Intheeventthatpreventiveactionisfoundnoteffective,conductfurtherreview.Continuemonitoringuntilasatisfactorysolutionisreached.

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