Online Service Management System for NWSDB

Abstract

This study is aimed to provide online services for billing, payment and other services provides by National Water supply and Drainage Board(NWSDB) in Sri Lanka, which controls all major functions of supplying of purified drinking water and sanitary service in Sri Lanka. Currently the NWSDB serves approximately two million Consumers Island wide. NWSDB has 40 regional offices and 325Water supply schemes manually provide customer services. The problem identified that current process of customer service is the inefficient, time wasting and use more cost. Procedures and mechanisms used to handle customer services are different from location to location. There is no exact method to use all customer service providing offices of NWSDB. Hence NWSDB needs to develop and maintain a better system to provide high quality services for customers. To overcome the above issues and to increase the productivity of providing customer services detailed study of the manual service process was performed and a system to automated and on lined. Proposed system will integrate with billing and payment services and other water connection services. In this dissertation, we describe online service management system to address the above problems. The system facilitates the customer to make an online service request for billing and payments services and water connection maintenance services. i.e. All services provide by NWSDB is bring to customer fingertips saving their valuable time and money. All Customer submission of request system generates SMS/email notification massages. Customer those who are out of country can get benefits of innovative technology based on eGovernment concepts to achieve their requirements from home, avoiding the need for unnecessary visits of busy offices. This online system was done adhering to the Rapid Application Development approach which was well suited for this project. The online system was developed using .NET frame work 4 environment using C #, MS SQL, IIS web server and HTML 5, JQuery and JavaScript. Object oriented concepts have been used to build the system throughout the entire development process. Finally, the system performance was tested and evaluated by obtaining feedback from sector experts whom were comprised with domain experts and software development experts. A specific questionnaire was developed for this purpose to identify the feedback in a likert scale, under 05 main parameters comprised with 15 variable parameters. The feedback was quantified by using a measurement scale introducing a weightage to each identified parameter Evaluation and testing of the software was done to validate and verify the system both from engineering and user points of view. The user feedbacks were positive. The system was found to be easy to use and extremely helpful and saving consumer’s valuable time and money over the previously used manual systems.