Start Date
11-8-2016
Description
In this paper we investigate the impact of Co-Design and Design Science towards the conception, design and implementation of a citizen complaints management system. The research methods enabled multiple stakeholders to engage at various meetings leading to the design of a system that was coupled with a toll-free telephone number and a Please-Call-Me (PCM) service that enabled rural communities to report complaints. The artifact was designed as part of a study that investigated how engagement between rural communities and their government authority can be improved through ICTs and information flow. The system manages water and sanitation information for seven communities of two rural municipalities in South Africa. Findings from two qualitative field studies using interviews and questionnaires are presented and analyzed. The results show significance of the research methods towards artifact adoption and usage. We also present monthly usage statistics showing continued system use at the municipalities.
Recommended Citation
Chemisto, Musa; Rivett, Ulrike; and Jacobs, Carl, "Impact of Co-Design and Design Science on Adoption of an ICT Solution in Rural South Africa" (2016). AMCIS 2016 Proceedings. 13.
https://aisel.aisnet.org/amcis2016/ICTs/Presentations/13
Impact of Co-Design and Design Science on Adoption of an ICT Solution in Rural South Africa
In this paper we investigate the impact of Co-Design and Design Science towards the conception, design and implementation of a citizen complaints management system. The research methods enabled multiple stakeholders to engage at various meetings leading to the design of a system that was coupled with a toll-free telephone number and a Please-Call-Me (PCM) service that enabled rural communities to report complaints. The artifact was designed as part of a study that investigated how engagement between rural communities and their government authority can be improved through ICTs and information flow. The system manages water and sanitation information for seven communities of two rural municipalities in South Africa. Findings from two qualitative field studies using interviews and questionnaires are presented and analyzed. The results show significance of the research methods towards artifact adoption and usage. We also present monthly usage statistics showing continued system use at the municipalities.