Complaint Management System for Sarawak Rural Area Water Supply Department

Selina, Luat (2020) Complaint Management System for Sarawak Rural Area Water Supply Department. [Final Year Project Report] (Unpublished)

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Abstract

Complaint Management System for Sarawak Rural Area Water Supply department is developed to manage complaint that received by Corporate Communication Unit which is one of the units at this department. This system is an online system for the department on managing, complaints recorded that staff received via telephone calls. This complaint management system is being proposed because Corporate Communication Unit staff faced problem on managing, retrieved data and update the data which using manual method that is Customer Complaint Form. This system is for staff and division water engineer to manage complaint as this online complaint management system is enable user to add, delete, edit and update complaint record as well as provide graphic information such as pie chart and graph. This system will help user to manage complaint and extract information easily. In order to develop this system, Rapid Application Development (RAD) – Agile Methodology is chosen as this methodology is suitable for a developer to develop this system. There are four phases on developing this system consist of analysing user requirement, develop a prototype, construction and cut over. For the first phase, user requirement for the proposed system is gather by distributing questionnaire to Corporate Communication Unit Staff and Division Water Engineer. For the next phase, prototype has been developed using Axure Rp 9 and has been tested by end user. Any changes and improvement can be added to the system during this phase. The final prototype design will be use as guidelines o develop the real system. Any changes and improvement as well as advancement is done during this phase to make sure the system is works convenient to it purpose. Last phase of development is cut over where this system deployed to end user and training for user is conducted then the system is tested to have user comment and feedback. Testing result has been obtained from staff and division water engineer. The feedback received are all positive and the system works well. User are satisfied will the system as the system is meeting its objectives. For future work, this system still needs to improve the reminder and notifications functions for more efficient system to manage complaint.

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