Philippines national competency standard for e-senter knowledge workers

The National Competency Standard for e-Center Knowledge Workers (NCS-KW), developed by the Department of Information and Communications Technology (DICT) in the Philippines, provides a structured framework for defining the skills, knowledge, and abilities required by individuals working in Community e-Centers (CeCs). These centres aim to bridge the digital divide by offering ICT-enabled services to underserved communities.

Purpose and background

The NCS-KW was updated in response to significant changes in technology and digital communication practices since the previous standard from 2008. Through stakeholder consultations and field assessments, it was determined that updated standards were necessary to reflect new competencies, especially in underserved barangays.

Objectives

• Guide the training and development of CeC workers.
• Promote digital literacy and service excellence.
• Empower communities through ICT by supporting access to education, employment, and government services.

Structure

The standard outlines three levels of competency:

• Level 1 (Basic/Staff): For entry-level tasks under supervision.
• Level 2 (Intermediate/Supervisor): For independent task execution and limited supervision of others.
• Level 3 (Manager/Specialist): For leadership roles requiring strategic and technical skills.

Competency domains

The framework covers a range of skills divided into five main areas:

1. Technical (ICT): Digital literacy, networking, troubleshooting, website/database management.
2. Management: Strategic planning, leadership, administration, disaster risk management.
3. Strategic social marketing: Partnership building, stakeholder engagement, communications.
4. Customer service orientation: Promoting access, handling complaints, and maintaining service quality.
5. Interpersonal skills: Communication, teamwork, ethics, and time management.

Key features

• Competency descriptors and performance indicators clearly define job expectations.
• Underpinning knowledge outlines essential learning areas.
• It supports both advanced CeCs (more than 5 years in operation) and new or emerging CeCs (typically at the barangay level).

Use and flexibility

The standard is designed to be vendor-neutral, ensuring flexibility in training and assessment. It also aligns with ASEAN ICT Skills Standards to support regional interoperability of skills.

Relevance

The NCS-KW plays a crucial role in digital inclusion strategies, ensuring that e-Centre staff are equipped to act as community knowledge workers, facilitators of ICT access, and agents of socioeconomic development in marginalised areas.