ICT Complaint Management within a higher Education Institute in Brunei Darussalam: A Case Study

Abstract

This study focuses on the ICT aspect of Complaint Management System as there is a growing utilization of ICT in every process. The utilization of ICT in the education sector is not only important to enhance the teaching and learning experience of members of the education institute, but also to increase productivity, efficiency and effectiveness of employees within any organization. This study is a case study on a higher education institute in Brunei Darussalam and builds on the knowledge of its ICT Complaint Management System. The purpose of this case study is to gain deeper understanding into the process on how complaints are received, handled and resolved in terms of ICT and equipment maintenance. The research objectives of this case study development are to investigate the internal processes and problems faced by the department that handles ICT related complaints, identify and assess its key problems and suggest recommendations that could improve its efficiency or effectiveness in handling and resolving complaints. The study managed to diagnose several issues in line with the findings namely in terms of decision-making processes, means of communication, and staffing. The study provided several recommendations to address such issues such as designing a systematic decision-making procedure, an assignment of responsibility matrix as well as the installation of an IT Infrastructure Library.