Quality Service CharterContents
Who we areAt the Department of Technology in Education within the Education Division we provide services related to Information and Communication Technology in Education in state primary and secondary schools, and Design and Technology in state secondary schools in Malta and Gozo. Our charter, which is for teachers, schools, students and parents, tells you about our services and the standards you can expect from us in line with the recommendations of the Charter Support Unit. Through our charter we are committing ourselves to providing you with a quality service, on time.
When and how to contact usWe are open from Monday to Friday from 8.00 a.m. to 5.00 p.m. between 1st October and 15th June and from 8.00 a.m. to 1.00 p.m. between 16th June and 30th September. You can contact us by:
When you visit our office we will:
When you write to us we will:
When you phone us we will:
When you send us an e-mail, we will:
When you visit our website, you can:
Information protectedAll personal information provided is protected and used in accordance with the Data Protection Act 2001.
Our services and standardsDue to the extensive range of services that we provide, we are presenting them according to the different sections within our department.
AdministrationThe administration is responsible for the overall accountability of the Department for Technology in Education and the implementation of the National Technology in Education Policy. We liaise with other departments and organisations at national and international level in designing ICT in Education policies. We are also an active member of the European Commission ICT Expert Group and of the European SchoolNet. Our services and standardsWe administer the:
We endeavour to ensure that state schools are equipped with adequate ICT facilities and related services. We also liaise with Heads of Schools regarding specific requirements for schools. We will:
Teacher training in ICT is also a high priority. You can expect us to:
Courses are delivered at the ICT Learning Centre training laboratories as well as in other laboratories at the SIS Centre and in secondary schools. Courses are offered in the afternoons and evenings during the scholastic year and in the mornings during the summer holidays. Applications are open to teachers, school administrators, kindergarten assistants and special needs facilitators. Application forms can be found attached to the circular announcing the courses or through the online system. When you submit an application, you can expect us to:
Child safety on the Internet is very important for us. You can expect us to:
ICT in primary schoolsWe are based at the Department’s ICT Learning Centre and act as liaisons between the Department and the Peripatetic Teachers as well as state primary school administrations. Apart from this main role, Support Teachers also help disseminate the rationale and policies behind ICT implementation across the whole curriculum. How to contact usYou can contact us by:
Our services and standardsWe are responsible for:
We give training to primary teachers (INSET and voluntary). During INSET Courses for regular teachers, we focus on the use of software to enhance lessons across the curriculum. You can expect us to provide:
We organise regular parents' visits to the ICT Learning Centre. Parents are introduced to a sample of the classroom software and are given the opportunity to run it on the computers. This makes parents aware of the kind of ICT activities their children experience in the classroom. We publish ComputerWise once every scholastic term and distribute it in all state and non-state primary schools. ComputerWise emphasises ICT policy in the primary classroom while promoting examples of good practice. The ICT Primary Education Officer is responsible for:
We act as liaisons between the Department and the Peripatetic Teachers. On average, there is one peripatetic teacher for 5 schools. They are responsible for:
ICT in Secondary SchoolsWe endeavour to explore and exploit the potential of ICT to enhance the quality of teaching and learning experiences and practices for students and teachers. We also provide ICT teachers and state secondary schools with the necessary ICT tools, resources, expertise, advice and support to make delivery of ICT in Education more effective. How to contact usYou can contact us by:
Our services and standardsWe are responsible for:
You can expect us to:
We also give teachers support through our website. You can expect us to keep our website constantly updated with:
Design and Technology in secondary schoolsDesign and Technology is a relatively new subject in Maltese schools. It is in the process of being introduced gradually over a number of years and it will be available as an option in all state secondary schools. How to contact usYou can contact us by:
Our services and standardsWe are responsible for:
We operate from the Design and Technology Learning Centre in Naxxar. This centre is the base for the Education Officer, subject coordinators and a number of Design and Technology Support teachers who have designed the syllabus and create material to be used by Design and Technology Education teachers with their students. You can expect us to make sure that all the schools are equipped with laboratories and the necessary equipment for the subject’s curricular objectives. Learners will be able to sit for a recognized certification (SEC) for Design and Technology in 2008.
Internet Services and WebsitesWe are responsible for strengthening the ICT based community in state schools by offering Internet connections, e-mail accounts and related services. How to contact usYou can contact us by:
Our services and standardsWe are responsible for:
You can expect us to:
Filtering may cause particular sites to be blocked even though they might be useful. In such cases, we provide the necessary facilities for teachers and students to submit sites that they think should be available from schools. We will then take the necessary measures to make sure that these are no longer blocked. This request service is available online at http://skola.gov.mt/secondary/newurl.asp The SchoolNet Internet portal is the official gateway into the Internet; it aims to provide localised content, news and links to other educational websites.
European Computer Driving License® UnitWe are responsible for the co-ordination of the ECDL® programme, which is the international qualification that enables people to demonstrate their competence and skills as computer users. How to contact usYou can contact us by:
Our services and standardsThe ECDL® programme is designed specifically for secondary school students who wish to gain a basic qualification in computing to help them with their current job and development. ECDL® courses are offered as part of the adult education courses and also as in-service training to teachers. You can expect us to:
National eTwinning Support ServiceeTwinning is an action supported by the European Commission and promotes collaboration between schools in Europe. National Support Services have been set up in participating countries to promote and support the action. How to contact usYou can contact us by:
Our services and standardsWe manage the eTwinning National Support Service in Malta and operate a helpdesk for teachers who wish to participate in the action. We also organise several seminars, workshops and other promotion and training events which we tailor according to the schools’ needs. You can expect us to:
Schools Information SystemsThe main aim of the SIS Training & Support Centre is the training and support of state school administrators and school clerical personnel in the use of the SIS programmes. How to contact usYou can contact us by:
Our services and standardsWe are responsible for providing training and support in the use of the following computer applications:
We also run the Good Shepherd Programme to identify school age children who are not attending school. You can expect us to:
Stores and Inventory SectionWe are responsible for the upkeep of the inventory of equipment supplied by the Department of Technology in Education. This amounts to over 6000 personal computers, 1200 portable computers and related equipment such as classroom display monitors and video recorders. How to contact usYou can contact us by:
Our services and standardsYou can expect us to:
Find out more about our servicesWe publish information leaflets and guides on a regular basis. Should you wish to enquire about any of the services listed in our charter, kindly use the respective contact details to reach us. We will be happy to provide you with the information you require in the shortest time possible.
How you can help usTo get the most from our services, you can help us by:
How we monitor our performanceWe want to meet the standards set out in our charter in order to provide a continuous quality service. Assessing how well we perform against these standards is an important element for your satisfaction. We do this by:
We will monitor our services and standards and endeavour to develop new ways of improving them.
If you are not satisfied with our serviceIf you think that we have failed to maintain our service delivery standards for our services and you want to lodge a complaint, please send an email on dtie@schoolnet.gov.mt or write to:
We apply the same standards of service we use for correspondence and investigate your complaint immediately.
Learning from you!We welcome any suggestions for service improvement. Kindly forward us your suggestions by filling in the Feedback Form attached to this charter and leaving it in the suggestion box or send it by post to our office. You can also lodge a complaint, make a suggestion or ask a question by accessing the Customer Care System at www.servizz.gov.mt All information is correct at time of going to print. You can find more information on the Charter Support Unit and the Cleansing Services Department websites. Implemented October 2005
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