Customer Support Services Content Management System for Government Agencies

Abstract

The special project is a web-based application for lodging of requests, queries, complaints, issues, concerns, suggestions/opinions, tips, and etc., well as for tracking the status of redresses/comments from anywhere which utilized various systems as its foundation. The use of web-based application technology in government institutions has many benefits. However, in the Philippines, most of the government websites do not have facilities to enable online submission of questions, feedback, complaints, or suggestions. This is one major reason why many Filipinos are not happy with the services provided by the government. Thus it is high time that an “issue tracking system” or “customer support system” be established. This special project seeks to embark on the enhancement of government websites to make it more professional, dynamic and interactive, and user-centric to encourage citizen participation. The application will have four user types: the general public are the common masses, the head administrator, the department admin, and the department user. Moreover, it caters to four major fields of information and messages: petitioner, category, subject, and area.