a service technician information system: a case study of kawempe division-kampala uganda

Description

In this study, a service technician information system was implemented for the citizens of Uganda, to enable them to easily access the services of various technicians from different geographical locations of work. This is because there is inefficiency in technical service delivery to clients in Uganda, especially in Kawempe Division- Kampala which was used as the case study because it was conveniently accessed by the researchers. This is caused by various challenges such as; limited technical expertise, the clients are often never informed about the service location of the technicians and the respective services they offer, the cost of transport for the clients to travel and search the technicians’ workplaces. The study used both qualitative and quantitative approaches. Data was collected using interviews and questionnaire methods and tools like self-administered questionnaires and interview guides, which were used for collecting data from 80 respondents. In objective one, the researcher collected both primary which was analyzed using excel spreadsheets and the user requirements were determined. In objective two, the system was designed using data flow diagrams (DFDs) and enhanced entity relationship diagrams (ERDs). In objective three, the system was developed using technologies such as Bootstrap, CSS, HTML, JavaScript and MySQL among others. In objective four, the system was tested and validated. The findings of the study are a great significance to researchers, Ugandans, and technical service providers. The study recommends that a mobile native application with an offline version and push notifications should be implemented in future for wider remote accessibility of technical services.