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KENYA FOREST SERVICE DOCUMENT TITLE: INFORMATION TECHNOLOGY

REF NO: KFS-CSD-004

ISSUE HISTORY

ISSUE NO: 1

PAGE: 1 of 14

ISSUE

1

DESCRIPTION OF CHANGE

None, no change has been done.

PROCESS PILOT

Head, ICT

EFFECTIVE DATE

14th June 2010

REFERENCED DOCUMENTS

REF TITLE

QPM Quality policy manual

COPY HOLDERS

1. Director

2. Head, ICT

QPM – 7

PM

WI

KFS/CSD/WI/01

KFS/CSD/WI/02

KFS/CSD/WI/03

Product Realization

Procedure Manual

Work Instructions

Planning and carrying out scheduled maintenance

Feasibility Study for a New System

Planning and carrying out scheduled

maintenance

Hardware & Software Manuals

ICT Policy

Strategic Plan

Forests Act

3. QMR

4.

PREPARED BY: HEAD – ICT

APPROVED BY: DIRECTOR

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RECORDS / ANNEXES

REC NO

ISSUE NO: 1

REC TITLE

Process Flow Charts

Helpdesk logbook

Program/report request form

Authorization request form

HW and SW Manuals

Internal Purchase Request

Issuance Register

Daily Work Log

Customer Requirements Form

Monthly Analysis log

TABLE OF CONTENTS

PAGE: 2 of 14



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REF NO: KFS-CSD-004

ISSUE NO: 1

PAGE: 3 of 14

ISSUE HISTORY .......................................................................................................................... 1

REFERENCED DOCUMENTS .................................................................................................. 1

RECORDS / ANNEXES .............................................................................................................. 2

1.

2.

3.

SCOPE................................................................................................................................ 3

PURPOSE .......................................................................................................................... 4

RESPONSIBILITY AND AUTHORITY ........................................................................... 4

4 OBJECTIVES ........................................................................................................................ 6

5 TERMS AND DEFINITIONS ............................................................................................... 7

6 DETAILS OF PROCEDURE ............................................................................................... 7

6.1 System Implementation .................................................................................................... 7

6.2 Email set-up and Configuration ....................................................................................... 8

6.3 Procurement of ICT Equipment ...................................................................................... 8

6.4 Maintenance of ICT Equipment ...................................................................................... 8

6.5 Systems Maintenance (Website Design) ...................................................................... 9

6.6 Systems Maintenance (Website Publishing) ................................................................ 9

6.7 Systems Maintenance (LAN) ........................................................................................... 9

6.8 Systems Maintenance (Back up) .................................................................................... 9

6.9 User Support ...................................................................................................................... 9

6.10 Preventive Maintenance ............................................................................................. 10

PROCESS FLOW CHART (Procurement of ICT Equipment) ............................................ 11

PROCESS FLOW CHART (Maintenance of ICT Equipment) ............................................ 12

PROCESS FLOW CHART (User Support) ............................................................................ 13

1. SCOPE



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This procedure covers from anticipating/identifying/receiving customer

need/requirements to system implementation and User support;

procuring ICT equipment, from receiving authority for single page

output, from customer calling for help to problem solving and signoff;

from planning scheduled maintenance to carrying out the preventive

maintenance.

2. PURPOSE

This is to implement and support a computer-based system that

adequately meets customer needs; resolve IT-based systems problems to allow adequate utilization of the systems; to ensure IT-based systems are performing adequately at all times.

3. RESPONSIBILITY AND AUTHORITY

3.1 Deputy Director, Corporate Services

3.1.1 Overall responsible for systems implementation

3.1.2 Formulates and aligns KFS IT policies to the corporate strategy. 3.1.3 Authorizes specifications for all IT hardware, software and training. 3.1.4 Authorizes conducting of feasibility study and systems implementation.

3.2 Chief Officer, ICT

3.2.1 Formulate and implement ICT strategies and policies.

3.2.2 Review and upgrading of ICT systems.

3.2.3 Ensure efficient, effective and secure integrated network systems.

3.2.4 Advise management on ICT systems and infrastructure.

3.2.5 Ensure effective ICT governance systems and quality control.

3.2.6 Provide and manage an interactive website.

3.2.7 Manage departmental staff, prepare work plans, budgets and reports.

3.2.8 Ensure development and presentation of Board papers.

3.2.9 HW & SW maintenance and coordination of procurement.

3.2.10 Management of Financial and personnel Information systems and

corresponding database.

3.2.11 Management of Local and Wide Area Network and KFS website.

3.2.12 Development of KFS Management Information System.

3.2.13 Initiate, review and approve ICT requirements. 3.2.14 Overall responsible for outputting of paired pages to CTP pages. 3.2.15 Overall responsible for creation of accounts and configurations. 3.2.16 Authorizes replacements and/or repairs. 3.2.17 Authorizes outsourcing for maintenance services. 3.2.18 Overall responsible for IT corrective maintenance and budgeting.



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3.2.19 Authorizes replacements and/or repairs.

3.2.20 Authorizes outsourcing for maintenance services. 3.2.21 Authorizes and reviews proposals for replacements and rescheduling of

IT training. 3.2.22 Approves/authorizes maintenance contracts.

3.2.23 Assigns maintenance responsibilities to IT team.

3.3 System Administrator

3.3.1 Maintain appropriate profiles and privileges.

3.3.2 Manage and optimize usage of server disk space.

3.3.3 Develop and maintain system backup and restoration scripts.

3.3.4 Provide technical support to system users.

3.3.5 Maintain a log of systems activities.

3.3.6 Manage all external and internal information security.

3.3.7 Upgrade the operating system software in all servers, workstations and

peripherals when necessary.

3.3.8 Monitor and investigate any suspicious system activities.

3.3.9 Ensure proper administration of operating systems and applications.

3.3.10 Participate in implementation of ICT policies.

3.3.11 Ensure maximum availability of network services, electronic mail and

other communications services both internally and externally.

3.3.12 Review systems performance and recommending improvements.

3.3.13 Ensure the integrity, reliability and security of data and processes.

3.3.14 Ensure proper implementation of IT change management control

processes.

3.3.15 Supervise, appraise and ensure appropriate training of personnel.

3.3.16 Coordinates communication with customers/suppliers.

3.3.17 Prepare timely and accurate reports.

3.4 Web Master

3.4.1 Oversee development, enhancement and implementation of internet

technology projects.

3.4.2 Develop and maintain KFS internet site website.

3.4.3 Develop and maintain intranet site.

3.4.4 Establishing and maintain KFS blog.

3.4.5 Ensure an interactive and updated website.

3.4.6 Source of relevant web site information.

3.4.7 Manage third-party services for internet.

3.4.8 Manage quality and content of KFS intranet.

3.4.9 Ensure web security, backup and continuity.



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PAGE: 6 of 14

3.4.10 Ensure correspondence generated by the web site are received and

forwarded for action.

3.4.11 Conduct continuous training for staff.

3.4.12 Supervise, appraise and ensure appropriate training of personnel.

3.4.13 Fill customer requirements register.

3.4.14 Design, Develop, Publish and Maintain web sites.

3.4.15 Coordinates web designers.

3.4.16 Responsible for ensuring that the web design meets specified customer needs

3.4.17 Prepare of timely and accurate reports.

3.5 Computer Technicians

3.5.2 Records all reported calls in the Helpdesk logbook.

3.5.3 Assigns reported calls as tasks to other IT members to follow-up.

3.5.4 Makes decision on escalation paths when resolution takes long.

3.5.5 Carries out analysis of problems and makes recommendations for

further action.

3.5.6 Mans the IT Helpdesk. 3.5.7 Records all carried out maintenance. 3.5.8 Assigns the support tasks to other IT staff. 3.5.9 Reports on equipments due for maintenance. 3.5.10 Signs off carried out maintenance. 3.5.11 Carries out day-to-day systems operations and maintenance

procedures. 3.5.12 Conducts IT end-user training. 3.5.13 Identifies & prepares a list of staff without email address and sends to

the system administrator.

3.5.14 Changes password accounts for the staffs.

3.5.15 Carries out analysis of problems and makes recommendations for

further action.

3.5.16 Coordinates IT corrective maintenance in assigned systems.

3.5.17 Resolves problems escalated by Helpdesk and makes

recommendations for outsourced services.

3.5.18 Reviews problems & analysis reports.

4

OBJECTIVES

NB: Refer to the performance contract.



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PAGE: 7 of 14

CSF

5

KPI

TERMS AND DEFINITIONS

TARGET(S)

DUE

TERM

KFS

KPI

CSF

SPM

ICT

HW

SW

CTP

DEFINITION(S)

Kenya Forest Service

Key Performance Indicator

Critical Success Factor

Scheduled Preventive Maintenance

Information Communication Technology

Hard Ware

Soft Ware

Computer-To-Plate

Help Desk Logbook Record of all calls reported for IT help

DTI

6

Digital Technology International

DETAILS OF PROCEDURE

6.1 System Implementation

6.1.1 Anticipate/identify/receive and record customer needs/requirements.

6.1.2 Conduct feasibility study as per work instructions.



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6.1.3 Develop system /acquire externally as appropriate.

6.1.4 Implement and test the system as per work instructions.

6.1.5 Train and Commission the system as per work instructions.

6.1.6 Set-up maintenance routines as per preventive and corrective maintenance

procedures.

6.1.7 Prepare backup schedules; determine backup medium, carryout backups and

store backed data as necessary.

6.2 Email set-up and Configuration

6.2.1 Technicians identify the staffs without email addresses.

6.2.2 Forward the list to the system administrator.

6.2.3 System administrator creates the email accounts for the staffs.

6.2.4 System administrator notifies the technicians of the newly created accounts.

6.2.5 Technicians visits and trains the staffs on how to use the new email accounts.

6.2.6 Technicians aids the change their accounts password.

6.3 Procurement of ICT Equipment

6.3.1 The officers give specifications for the equipment to be procured.

6.3.2 ICT Department verifies and inspects procured ICT equipments.

6.3.3 The inspection committee ensures that the equipment meets the specifications.

6.3.4 ICT Officers coordinates installations and commissioning.

6.4 Maintenance of ICT Equipment

6.4.1 Maintenance is done by technicians for all ICT Equipment.

6.4.2 Takes the necessary action as per the problem identified to the satisfaction of the

user.

6.4.3 Records are maintained.



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6.5 Systems Maintenance (Website Design)

6.5.1 Receives the information to be posted / removed from the website.

6.5.2 Plan the design of the new Website

6.5.3 Define design inputs based on customers.

6.5.4 Carry out the design.

6.5.5 Validate the design and get customers approval.

6.5.6 Publish and maintain the web site.

Note 1: The information received in ICT has already been vetted

6.5.7 Updates as required.

6.6 Systems Maintenance (Website Publishing)

6.6.1 Obtain stories from DTI.

6.6.2 Change the stories to web format.

6.6.3 Edit stories and design the paper.

6.6.4 Post the paper on the Internet.

6.6.5 Update the paper.

6.7 Systems Maintenance (LAN)

6.7.1 ICT Officers supports the LAN to ensure that the systems are running.

6.7.2 Troubleshoots incase of any problems.

6.8 Systems Maintenance (Back up)

6.8.1 All systems back-up are done daily.

6.9 User Support

6.9.1 Staff in the User department refers the problem to ICT help Desk

Office.

6.9.2 ICT help Desk Officer records the nature of the problem and informs the



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available technician.

6.9.3 ICT technicians determine how the problem will be solved.

If the problem can be solved on phone the solution is offered.

If the problem requires a visit, a technician visits the area with a job card and

settles the problem.

If the problem cannot be resolved on the site the machine is brought to ICT

technical office for repair.

If the machine requires new parts, the ICT technician reports to the

immediate supervisor who assesses the machine before requisitioning from

procurement the damaged component.

If the problem cannot be resolved in-house it is forwarded to the service

contact contractor upon recording in the register.

6.9.4 The respective user is informed of the progress.

6.9.5 The machine is repaired as applicable and returned.

6.10 Preventive Maintenance

6.10.1 Plan maintenance schedule and implement automatic maintenance

systems as per work instructions.

6.10.2 Assign maintenance responsibilities to IT team.

6.10.3 Carryout scheduled maintenance as per work instructions.

6.10.4 Test systems after performing scheduled maintenance as per work

instructions.

6.10.5 Prepare reports on the systems status.



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PROCESS FLOW CHART (Procurement of ICT Equipment)

ACTIVITY

START

Verifies if the ICT Equipment should be

purchased

RESPONSIBILITY

YES

Verified?

NO

User

advised

ICT Department

Writes specifications for the equipment to

be procured

Ensures that the equipment meets the

specifications

Coordinates installations and commissioning


Inspection Committee

ICT Department


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END

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PROCESS FLOW CHART (Maintenance of ICT Equipment)

ACTIVITY

START

Maintenance is done quarterly for all ICT

Equipment

Takes the necessary action as per the

problem

Records maintained

END

RESPONSIBILITY

User

ICT Department

ICT Department



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PROCESS FLOW CHART (User Support)

ACTIVITY

START

Refers the problem to ICT help Desk Office

Records the nature of the problem and

informs the available technician

Determine how the problem will be solved.

The respective user is informed of the progress

The machine is repaired as applicable and

returned.

RESPONSIBILITY

Staff

ICT Officers

ICT Technicians



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END

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APPROVED BY:DIRECTOR

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