Abstract:
"The unavailability of the tracking system and the paper-based method caused many
issues in the Sri Lankan registered postal service such as customer complaints,
difficulty finding the accountable person when the issues arise, lack of transparency,
customer dissatisfaction, etc.
The purpose of the project is to reduce the issues mentioned above in registered postal
service by implementing the tracking system which sends the notifications to the
customers when the status update (sorting, ready to delivery…) of the item and to
evaluate it with the help of industry experts.
The pilot study was done to identify the current process, issues, similar existing
applications, etc. The survey was shared with the 35 sample customers to identify their
concerns, thoughts/expectations, challenges, and requirements. Interviewed the
selected postman, admins, and postal service officer to get more information about the
challenges and the requirements to prioritize them.
As per the survey responses, no one was very satisfied with the current registered
postal service, and only 8.6% were satisfied. 22.9% were very dissatisfied with the
current process, and 25.7% were dissatisfied. 71.4% of respondents voted “Very
likely” and 20% voted “Likely” to use the proposed application. Only one disagreed,
and others were neutral about the proposed solution. And identified the requirements
and the problems of the existing registered postal service.
This research helps to reduce the issues with the current registered postal service, to
improve the process, and the provide a better service for the customers."
