Impact Analysis of Integrated Digital Ticketing Systems on Support Services in Schools and Universities

Abstract

The research outlines the creation and use of an internal ticketing system via osTicket that aims at the enhancement of response time and operational efficiency among the teaching and non-teaching staff at First City Providential College (FCPC). The system is in accordance with the college's commitment to electronic transformation and service quality, and it is meant to facilitate the reporting and resolution of administrative and technical matters that are usually dealt with through manual procedures. The developmental research method was used and the study recorded the planning, the rollout, and the assessment of the ticketing platform on the local network. The indicators that were used to measure the performance were response time, communication clarity, and workload management. The findings show that there was a significant improvement in the time taken to resolve issues, manual task handling was reduced, and there was better organization of support requests through features that allowed categorization and prioritization. The user-friendly interface of the system and the built-in dashboard tools also assisted in basic reporting and tracking of issues, which in turn led to better resource distribution and internal collaboration. This project aligns with the goal of providing institutional service that is excellent through the use of digital solutions that are sustainable and in line with operational goals.