SMS and Web-Based e-Government Model Case Study: Citizens Complaints Management System at District of Gihosha –Burundi
Abstract: E-Government
basically comprises the use of electronic communications technologies such as
the internet, in enhancing and advancing the citizens access to public
services. In most developing countries including Burundi, citizens are facing
many difficulties for accessing public services. One of the identified problems
is the poor quality of service in managing citizens’ complaints. This study proposes
an SMS and web based e-Government Model as a solution. In this study, a case
study of a complaint management system at District of Gihosha has been used as
a reference to prove that SMS and Web based e-Government Model can enhances the
access of public services. The objective of this study is the development of an
SMS and web-based system that can enhances the process and the management of
citizens’ complaints at District of Gihosha. The system has been developed
using PHP as front end, Apache as web server, MySQL as Database and Gammu as
SMS gateway. The obtained results after testing the system shows that all the
functionalities of the developed system worked properly. Thus, the SMS and web
based complaint management system developed is considered to be effective.
Keywords: Citizen;
e-Government, public services; complaints management; SMS gateway
Penulis: Mugenzi Thierry
Kode Jurnal: jptinformatikadd170072
