Customer Service Support System by ITIL version 3 Operating Framework with the Geographic Information System
Tawan Thanamatee, Thittaporn Ganokratanaa, Patiyuth Pramkeaw, Narumol Chumuang, Mahasak Ketcham
Abstract
The purpose of this research was to develop a power consumer service support system, a case study of the Provincial Electricity Authority, Chumphon Province. By applying the ITIL version 3 operating framework to be applied in conjunction with the geographic information system, the efficiency of the application of the geographic information system was assessed, the quality of the system was assessed by experts and the satisfaction of general users was assessed. This system was developed to increase the efficiency and accuracy of electricity consumer services. receive follow-up notifications request for service and service complaints Able to display statistical reports in geographic information formats resulting in standardized customer service management. Evaluation results of the efficiency of the system in finding and displaying the coordinates of service locations have an average overall efficiency of F-Measure of 92 percent and the quality assessment of experts at a good level with an average of 4.17 deviations. The standard was 0.51 and the satisfaction assessment results of general users were at a good level with an average of 4.35 and a standard deviation of 0.42 from both groups of assessors. It can be concluded that the developed system can be applied to real work efficiently and effectively