SMS and Web-Based e-Government Model Case Study: Citizens Complaints Management System at District of Gihosha –Burundi

Mugenzi Thierry(1*), Tri Kuntoro Priyambodo(2)

(1) Hope Africa University, Burundi
(2) Department of Computer Science and Electronics, FMIPA UGM, Yogyakarta
(*) Corresponding Author


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.


Citizen; e-Government, public services; complaints management; SMS gateway

Full Text:



[1] Susanto, T.D. & Goodwin, R.D., 2006, An SMS-based e-Government model. Proceedings of the Eighth International Conference on Enterprise Information Systems, 185-188.

[2] United Nations (UN) E-Government Survey, 2014, egovkb/en-us/Reports/UN-E-Government-Survey-2014, accessed on 28th April 2016.

[3] Dennis, A, Wixom B, Roth R., 2012, System Analysis and Design. Fifth Edition.

[4] Garrett’s, J. J., 2011, The Elements of User Experience: User-Centered Design for the Web and Beyond (2nd Edition).

[5] Morville, P and Rosenfeld, L, 2006, Information Architecture for the World Wide Web: Designing Large-Scale Web Sites. (3rd Edition).

[6] Gemino, A. and Parker, D., 2009, Use case diagrams in support of use case modeling: Deriving understanding from the picture", Journal of Database Management, 20(1), 1-24.

[7] Bell, D., 2004, An introduction to structure diagrams in UML 2, on16th May 20016.

[8] UML activity diagram, 2014, activity_diagram.htm, accessed on 13th May 2016.

[9] Dumas, J.S. & Redish, J.C., 1999, A practical guide to usability testing. Exeter: intellect.

[10] Lewis, J.R., 1995, IBM Computer Usability Satisfaction Questionnaires: Psychometric Evaluation and Instructions for Use. International Journal of Human-Computer Interaction 7(1), 57-78

[11] Schach, S. R., 2008, Object-oriented software engineering, index. ISBN 978-0-07-352333-0


Article Metrics

Abstract views : 5385 | views : 4062


  • There are currently no refbacks.

Copyright (c) 2017 IJCCS - Indonesian Journal of Computing and Cybernetics Systems

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Copyright of :
IJCCS (Indonesian Journal of Computing and Cybernetics Systems)
ISSN 1978-1520 (print); ISSN 2460-7258 (online)
is a scientific journal the results of Computing
and Cybernetics Systems
A publication of IndoCEISS.
Gedung S1 Ruang 416 FMIPA UGM, Sekip Utara, Yogyakarta 55281
Fax: +62274 555133 |

View My Stats1
View My Stats2