DESIGN AND IMPLEMENTATION OF AN ELECTRICITY CUSTOMERS COMPLAINT MANAGEMENT SYSTEM
Abstract
This project presents the design and implementation of a web-based Electricity Customers Complaint Management System aimed at addressing inefficiencies in manual complaint handling within Nigeria’s electricity distribution sector. The problem tackled is the delay, lack of transparency, and poor documentation in resolving electricity-related complaints such as outages, meter faults, and billing errors. Literature review highlights the importance of digital transformation, customer relationship management (CRM) systems, and e-governance tools in improving service delivery and customer trust. The Structured System Analysis and Design Methodology (SSADM) was adopted due to its suitability for large-scale transaction systems, allowing for detailed requirements gathering, logical and physical design, and clear system modeling. The system was implemented using a combination of PHP/Laravel, MySQL, HTML5, CSS, and JavaScript for the web interface, with integrated email/SMS notifications. Testing results show a 40% reduction in complaint resolution time, improved staff accountability, and increased customer satisfaction through real-time tracking. The project contributes to knowledge by demonstrating how ICT can transform public utility complaint management, offering a scalable model for other sectors such as water supply and telecommunications.
Full-Text Access Notice
In accordance with the NERD Policy on promoting peer-reviewed publication, public access to the full text of a project, thesis or dissertation is restricted for three years, allowing the author and supervisors sufficient time to pursue peer-reviewed publication.
During this period, researchers with legitimate academic or research purposes may request authorisation directly from the author to enable NERD to release the indexed full texts of the work using the form below.