Development Of Hospital Technical Support Request System
Mark Lester M. Carpio | Ramonsito B. Adducul
Discipline: others in technology
Abstract:
The rapid advancement of technology in healthcare has significantly transformed hospital operations, necessitating efficient technical support systems to ensure seamless workflows. Southern Isabela Medical Center (SIMC), a leading healthcare facility in the Philippines, faces increasing challenges in managing data, resources, and medical information as a result of its expanding operations. The absence of a centralized technical support request system has resulted in inefficiencies, delays, and a lack of accountability in addressing technical issues. Aims to develop a Hospital Technical Support Request System (HTSRSys) to transition from a manual to an automated process, improving response time, organization, and tracking of technical support requests. This study employed a Developmental Research Design, utilizing the Agile Prototyping Model within the Software Development Life Cycle (SDLC) to evaluate the current challenges in SIMC's technical support processes and propose an innovative solution to enhance efficiency and effectiveness. HTSRS contributes to improved hospital operations, better resource management, and enhanced patient care, ensuring a high standard of healthcare services. HTSRS will provide enhanced accessibility and user-friendly interfaces to ensure all hospital personnel, including doctors, nurses, and administrative staff, can efficiently submit and monitor requests. Participants assessed the Hospital Technical Support Request System as highly compliant with user requirements, indicating that it meets users' needs and performs effectively in the workplace. The developed system is highly compliant, with mean scores of 4.56 for IT Experts, 4.32 for Technical Support Staff, and 4.22 for End-users. By addressing technical issues promptly, the hospital can enhance productivity, optimize workflows, and ultimately provide a more efficient and reliable healthcare environment for both patients and staff.
References:
- Asif. (2023). What is Technical Support: Everything You Need to Know - Support Genix. Support Genix. https://supportgenix.com/what-is-technical-support/#types-of-technical-support
- Beer, P., Mulder, R. H. (2020). The Effects of Technological Developments on Work and Their Implications for Continuous Vocational Education and Training: A Systematic Review.
- Binde, P., Thomas, G., & Godwin, T. (2023). Development of a Help Desk Support System: (A case study of the University of Jos ICT Directorate). International Journal of Informatics, Technology & Computers, 6(1), ISSN: 2317-3793. https://www.researchgate.net/publication/366958476_Development_of_A_Help_Desk_Support_System
- Cassandra, C., Hartono, S. and M. Karsen, (2019). “Online Helpdesk Support System for Handling Complaints and Service,” 2019 International Conference on Information Management and Technology (ICIMTech), Jakarta/Bali, Indonesia, 2019, pp. 314-319, doi: 10.1109/ICIMTech.2019.884372
- Chamorro-Premuzic, T. (2021). The essential components of digital transformation. Harvard Business Review. https://hbr.org/2021/11/the-essential-components-of-digital-transformation.
- Chong, J. W. (2022). An Efficient Way to Request for IT Support through a Mobile Helpdesk System
- Gray, S. (2021). Agile Software Development Life Cycle - Serena Gray - Medium. Medium. https://serenagray2451.medium.com/agile-software-development-life-cycle-b3ed0f0f7212
- Haque, M. A., & Ahmad, N. (2022). Key issues in software reliability growth models. Recent Advances in Computer Science and Communications, 15(5). https://doi.org/10.2174/2666255813999201012182821
- Hinderks, A., Mayo, F. J. D., Thomaschewski, J., & Escalona, M. J. (2022). Approaches to manage the user experience process in Agile software development: A systematic literature review. Information and Software Technology, 150, 106957.
- IBM. (2021). What is a help desk? | IBM. Retrieved June 27, 2024, from https://www.ibm.com/topics/help-desk
- Ismaili, F., Bulku, A. and Caushi, B. A. (2018). Analysis, design, and implementation of a helpdesk management system — A case study “Albanian Radio Television, 41st International Convention on Information and Communication Technology, Electronics, and Microelectronics (MIPRO), Opatija, Croatia, 2018, pp. 0485-0490, doi: 10.23919/MIPRO.2018.8400092
- ProProfs Editorial Team. (2024). Help desk vs technical support: What’s the difference? ProProfs Help Desk Blog. https://www.proprofsdesk.com/blog/help-desk-vs-technical-support/
- Revina, A., Buza, K. and Meister, V. G. (2020). IT Ticket Classification: The Simpler, the Better, in IEEE Access, vol. 8, pp. 193380-193395, doi: 10.1109/ACCESS.2020.3032840
Philippine E-Journals
