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Eric NDAYISHIMIYE

Week 16: Applications and Implications

The Digital Suggestion Box for Service Quality Assessment (DsBOX)

My final project is an implementation of a Digital Suggestion Box for Service Quality Assessment (DsBOX) in order to enhance the evaluation of service quality in local administrative entities. The primary objective is to provide a user-friendly and efficient device that can collect and analyze customer feedback on service quality by rating three (3) indicator questions regarding the quality of services provided. By utilizing digital technology, DsBOX seeks to overcome the limitations of traditional suggestion boxes and manual assessment methods. DsBOX aims to bridge the gap between customers, employees, and management, facilitating effective communication, and empowering stakeholders to contribute to the ongoing improvement of service quality. DsBox is also expected to streamline the assessment process, enable data-driven decision-making, and ultimately contribute to the overall success of good governance.

What will it do?

DsBOX will assess the quality of service in Rwanda's local administrative entities, by collecting and analyzing customer rating on three (3) indicator questions regarding the quality of services provided.

Who has done what beforehand?

Local government entities, such as municipalities or city councils, often implement digital suggestion boxes or similar systems to gather feedback and assess service quality. These systems aim to engage citizens and residents in the decision-making process and provide them with a platform to voice their opinions, suggestions, or concerns regarding various municipal services and operations.

The availability of digital suggestion boxes within local government entities can vary depending on the specific region, country, or municipality. Some local governments have implemented dedicated online portals or platforms where citizens can submit their suggestions or feedback electronically.

According to Smith and Johnson (2010), service quality assessment plays a crucial role in understanding customer perceptions and expectations. They state, "Effective service quality assessment allows organizations to identify gaps between customer expectations and the actual service delivered, providing valuable insights for continuous improvement."

After doing thorough online research, it appears that no one has created a digital suggestion box for service quality assessment to yet.

What am I going to design?

  1. - I will design DsBOX's Printed Circuit Board (PCB).
  2. - I will design programming code to operate DsBOX.
  3. - I will design DsBOX enclosure box to serve as housing for all equipments.

What materials am I going to use?

  1. - PLA filament for 3D printing.
  2. - Microcontroller: ESP-WROM-32.
  3. - Voltage Regulator: LM1117.
  4. - Capacitor 1206.
  5. - Screen: LCD.
  6. - Push Button: 12x12x12mm Tactile.
  7. - Connector: Micro USB Connector.

Where will they come from?

Some of the materials and components I'll use are already in my lab, and the ones that aren't will be ordered from nearby vendors like Nyereka Tech or Faranux for electronic components.

Here below is the bill of material for DsBOX project: Amount calculated in Rwandan Francs(Rwf)

  • DsBOX
    No ITEM NAMES SPECIFICATIONS QUANTITY UNIT PRICE(Rwf) TOTAL PRICE(Rwf)
    1. Microcontroller ESP-wrom-32 1 15000 15000
    2. Voltage Regulator 5V AMS1117 1 500 500
    3. LCD 20×4 1 11000 11000
    4. Copper PCB single side 7x10cm 1 2000 2000
    5. Jumper Wires and others Male,Female 1 6000 6000
    6. 3mm MDF 20x20x2 1 10000 10000
    7. Power Supply HLK-5M12 12V 5W 1 10000 10000
    8. Capacitors smd 3 1000 3000
    9. LED smd 3 200 600
    10. Push button Button 7 1000 7000
    11. Resisters smd 5 300 1500
    12. Voltage Regulator LM1117 1 500 500
    13. Power cable USB 1 2500 2500
    TOTAL N/A 27 60,000 Rwf 70,600 Rwf

    • What parts and systems will be made?

    All of the components of the DsBOX will be produced by myself, with the exception of the electronics components.

    What processes will be used?

    1. - SolidWorks is going to be used to develop the digital design process.
    2. - Laser cutting will be used to create the structure.
    3. - Using EasyEDA, the electronic boards will be created.
    4. - Precision milling techniques will be used to create the electronic boards.
    5. - The electronic parts will be manually soldered.
    6. - Using Arduino, the electronic programming will be carried out.

    What questions need to be answered?

    The delivery of high-quality services by local administrative entities is crucial for effective governance and meeting the needs of citizens. However, traditional methods of service quality assessment, such as suggestion boxes, suffer from limitations that hinder their effectiveness. These limitations include low participation rates, and inefficient manual processing of feedback, leading to delayed actions and ineffective service enhancements. Thus, there is a need for an innovative and efficient approach to service quality assessment that overcomes these limitations and facilitates continuous improvement.

    The problem to be addressed by this project of DsBOX, is the lack of a user-friendly and technologically advanced system for collecting and analyzing customer feedback on service quality in local administrative entities here in Rwanda.

    How will it be evaluated?

    DsBOX will be evaluated based on the following question:

    What are the key areas for improvement identified through the analysis of customer feedback collected via the DsBOX in local administrative entities?

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