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

Thierry, Mugenzi; Priyambodo, Tri Kuntoro

doi:10.22146/ijccs.17167

Open access Jurnal SINTA 2

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

IJCCS (Indonesian Journal of Computing and Cybernetics Systems) · Vol. 11 No. 1 (2017) · pp. 67–76

DOI: 10.22146/ijccs.17167
ISSN: 2460-7258, 1978-1520
Published: 2017-01-31
Publisher: IndoCEISS in colaboration with Universitas Gadjah Mada, Indonesia.
Language: eng
License: creativecommons.org/licenses/by-sa/4.0

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

Collaboration network of the authors

10 authors · 13 co-authorship links · 4 across different organisations

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Universitas Gadjah Mada
Hope Africa University
Universitas Maritim Raja Ali Haji
Universitas Pattimura
University of Rwanda
Affiliation unknown

Different organisations
Same organisation
Affiliation unknown
Thicker line = more joint articles · bigger circle = more articles

Show as table

Co-author	Organisation	Joint articles
Tonny Suhendra	Universitas Maritim Raja Ali Haji	1
Cornelis Frederik Junifer Latupapua	Universitas Pattimura	1
Venant Uzayisenga	University of Rwanda	1
Nur Rokhman	Universitas Gadjah Mada	1
Zaied Shouran	Universitas Gadjah Mada	1
Azhari SN	Universitas Gadjah Mada	1
Muhammad Fadhlil Hadi	Universitas Gadjah Mada	1
De-Ron Liang	Affiliation unknown	1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://journal.ugm.ac.id/ijccs/oai, first harvested 26 Okt 2026, last seen 26 Okt 2026.

Original metadata (oai_dc)

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	<dc:title xml:lang="en-US">SMS and Web-Based e-Government Model  Case Study: Citizens Complaints Management System at District of Gihosha –Burundi</dc:title>
	<dc:creator>Thierry, Mugenzi</dc:creator>
	<dc:creator>Priyambodo, Tri Kuntoro</dc:creator>
	<dc:subject xml:lang="en-US"></dc:subject>
	<dc:subject xml:lang="en-US">Citizen; e-Government, public services; complaints management; SMS gateway</dc:subject>
	<dc:description xml:lang="en-US">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.</dc:description>
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	<dc:source xml:lang="en-US">IJCCS (Indonesian Journal of Computing and Cybernetics Systems); Vol 11, No 1 (2017): January; 67-76</dc:source>
	<dc:source>2460-7258</dc:source>
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