Abstract

The common aim of all our daily activities is providing services to others or ourselves. Services provided by the government are called public services while those provided by some people to some others are called private services. Both types differ from country to country and from region to region. In Saudi Arabia, public services include education, health, police, trading, and environmental services. It is the aim of all government agencies in Saudi Arabia and other countries around the world to offer more services to their customers, improve the quality of their customer service, and enhance the existing services. Nowadays, most government agencies have already developed a number Information Systems (ISs) to help their customers in applying for services and help their employees in processing the requested services. However, hardly a government agency utilizes the data in the employed ISs to improve the quality of its customer service. This paper is dedicated to addressing this gap by proposing a number of data analysis techniques that can be utilized to improve the quality of customer service and enhance the existing services in the Saudi government sector. Moreover, this article introduced a relational database structure that can be utilized to apply the proposed data analysis techniques.

Keyword

Customer service, Data analysis, Quality of service, Database.

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