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A contribution to efficient reporting, using a mobile application: The case of the Electricity

Department at the City of Cape Town

by

Wesley De Wet

14.11.2015

Mentored by

Lynn Coleman

Submitted as part of the requirements for

Project 4

in the

B Tech (Information Technology)

Program at the

Cape Peninsula University of Technology

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Abstract __________________________________________________________________ 2

Keywords ________________________________________________________________ 2

Clarification of basic terms and concepts ________________________________________ 2

1. Introduction ___________________________________________________________ 3

2. Background to the research problem _______________________________________ 3

3. Statement of research problem ____________________________________________ 4

4. Research questions/sub questions __________________________________________ 4

4.1 Aim and Objectives of the research ___________________________________________ 5

Aim ___________________________________________________________________________ 5

Objectives _____________________________________________________________________ 5

4.1 Delineation of the research __________________________________________________ 5

5. Literature review _______________________________________________________ 5

Enterprise Resource Planning ______________________________________________________ 5

Mobile ERP _____________________________________________________________________ 6

Software Evaluation _____________________________________________________________ 7

6. Research design and methodology _________________________________________ 7

Research setting ________________________________________________________________ 8

Data sample and selection criteria __________________________________________________ 8

7. Data collection, analysis and findings / Requirement Analysis and Design _________ 8

Data collection instrument ________________________________________________________ 8

Data collection procedure _________________________________________________________ 9

Reliability and Validity ___________________________________________________________ 9

Reliability ______________________________________________________________________ 9

Validity ________________________________________________________________________ 9

8. Discussion and interpretation of findings / System development and implementation 10

Sample _________________________________________________ Error! Bookmark not defined.

Feedback on utility and efficiency of reporting _______________________________________ 10

Paper-based system ____________________________________________________________ 10

Mobile application ______________________________________________________________ 11

9. Conclusions & recommendation (Includes significance and contribution of the research) _________________________________________________________________ 12

10. References __________________________________________________________ 14

Appendix_________________________________________________________________ 16

Data collection instrument sample _________________________________________________ 16

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Abstract

Migration from paper-based systems to software based systems is not uncommon in this day and age. The

City of Cape Town had taken the decision to eliminate problems experienced in a paper-based system

through the development and use of a mobile application. The development had been completed and

rolled out to a pilot site in April 2015. The mobile application had as yet, not undergone an evaluation to

establish if it has eliminated the problems experienced in the previous paper-based system. Using a

descriptive approach, research was conducted and feedback elicited from the users. The study produced

results that indicated that the inefficiencies had not been completely eliminated through the use of a

mobile application but has resulted in a positive user experience as over 80% of respondents indicated.

Keywords

Enterprise Resource Planning, Mobile applications, Software evaluation

Clarification of basic terms and concepts

ERP – Enterprise Resource Planning

CoCT – City of Cape Town

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1. Introduction

Mobile technology had come a long way since its inception; so much so that it, forming part

of mission critical tasks, in large organisations is not surprising in 2015. The decision to

migrate from paper-based systems to mobile applications may be directly related to

efficiency levels of performing tasks. If this is the case, the levels of efficiency of performing

these tasks must be known, to determine whether progress has been made.

2. Background to the research problem

The City of Cape Town is a municipal entity with over 25 000 employees that previously

consisted of 58 municipalities. In 1910, it had become apparent that having many small

municipalities was inefficient, a duplication of resources and skills existed and it was decided

that the logical solution was to pool resources. (City of Cape Town Council Overview, 2011)

In 1996, the municipal entities that made up the City of Cape Town were combined into

seven municipal entities. On 4 December 2000, The City of Cape Town formed a ‘Unictiy’,

combining all 7 municipal entities, which now consists of over 27 000 employees.

The City of Cape Town is committed to its vision of ensuring that residents and visitors to

Cape Town enjoy the best possible services, facilities and opportunities, delivered in a way

that improves their overall quality of life.” (City of Cape Town, 2015)

The City of Cape Town uses an ERP (Enterprise Resource Planning) business information

system to efficiently manage and integrate data and business processes, while reducing

overall business expenses. Dusanka suggests that the main function of an ERP system is to

“automate and integrate business processes”. A primary benefit to companies of

implementing an ERP system is that productivity is increased and businesses generally

experience a reduction of expenses (Dusanka 2013: 323).

The Electricity Services Department (ESD) distributes electricity to residential, commercial

and industrial customers of who are mostly situated in the southern part of Cape Town. The

ESD provides the link between an electricity supplier and its customers. To carry out this

service, the ESD constructs and maintains equipment that is used to transform the power

supply from power stations in the Northern Province and Mpumalanga to Cape Town.

A core problem identified within the Electricity Department at the City of Cape Town, were

the degree of inefficiencies linked to their existing paper-based process dealing with

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inspection order handling. These included incomplete paper feedback which resulted in

incomplete inspection reports, invalidated condition assessments, errors in the capturing

processes, heavy administrative burden (as items were manually transferred from paper-

based reports) and the need for a high level of technical skills from the data captures and

administrative clerks processing the paper-based forms.

In an attempt to address these concerns, the ERP Department at the City Cape Town

initiated a project which offered a mobile application solution to address the problems, as its

proposed solution. An evaluation of this information is therefore valuable in attempting to

determine if this solution adequately addresses the problems identified and experienced from

the paper-based system. Failing to evaluate the new system may result in unexpected

inefficacies in future. As the Electricity Department is the first unit within the City of Cape

Town to pilot the use of a mobile solution, such an evaluation will be of benefit to the whole

organisation. The decision to undertake such an evaluation is supported of the

recommendations made by Jangir et al’s who state that software evaluation forms part of a

crucial step in ensuring that the stated objectives of the software are fulfilled. (Jangir et al,

2012: 78)

3. Statement of research problem

A mobile application, recently introduced into the Electricity Department has as yet, not

undergone an evaluation to establish if it has eliminated problems reported in the previous

paper-based system. Measurement of the level of efficiency of the mobile application allows

the development team to assess the utility of the solution, identify potential problems, thus

ensuring a positive contribution to efficiencies within the said department. A systematic

evaluation approach, eliciting feedback from inspectors will be implemented to determine the

degree to which the mobile application contributed to the elimination of the problems

reported in the previous paper-based system.

4. Research questions/sub questions

1. How has the introduction of a mobile application at Bloemhof depot impacted on

efficient reporting by Inspectors?

a. To what degree has the mobile application reduced previous problems

reported in the paper-based system?

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4.1 Aim and Objectives of the research

Aim

The degree, to which the mobile application contributed to the elimination of problems

reported in the previous paper-based system, is to be determined. This may result in an

overall increase of efficiencies within the Electricity Department at the City of Cape Town.

Objectives

Determine the degree to which the mobile application contributed to the elimination of

inefficiencies reported in the previous paper-based system.

4.1 Delineation of the research

The population of this research are the Inspectors handling medium voltage inspections at

the Electricity Department at the City of Cape Town. The population is spread across Cape

Town at the various City of Cape Town Electricity Depots. The sample of this research is the

Inspectors working out of the Bloemhof Depot in Bellville, Cape Town. The Bloemhof Depot

was the pilot site for the roll out of the mobile application and it is believed that the Inspectors

working out of this Depot has an increased level of experience than the Inspectors working in

other Depots and is the reason for the sample choice.

5. Literature review

Enterprise Resource Planning

The City Of Cape Town uses an Enterprise Resource Planning (ERP) system to integrate

and manage data. This data comprises all departments within the organization. Addo-

Tenkorang et al (2011) and Wu and Wang (2013) agree that ERP is an enterprise-wide

information system that integrates core corporate activities and controls the all business

processes. ERP also offers greater managerial control, cost reduction, rapid decision making

by incorporation of best practices (Matende & Ogao 2013: 519).

Interdepartmental companies using ERP systems have become a competitor for companies

using non-integrated systems. Addo-Tenkorang and Helo (2011:1) emphasized that in

today’s competitive business environment, ERP systems have become increasingly vital.

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Two major benefits that exist in ERP that do not exist in non-integrated systems are identified

by Umble et al (2003). Firstly, ERP offers an integrated enterprise view of the organization.

Secondly, it encompasses all departments and processes (Umble 2003:241).

The reasons why interdepartmental companies with non-integrated systems may migrate to

ERP reside in expanding markets, rising customer expectations and increasing competition.

According to Umble et al (2003:241) this leads to pressure being placed on companies to

decrease expenses, increase productivity and provide better customer service.

While companies that use ERP may have an advantage, the system should be maintained,

new software must be developed and newer technology has to be implemented in order to

increase productivity and efficiency (Addo-Tenkorang & Helo 2011:1). Addo-Tenkorang and

Helo (2011:1) further noted that successful implementation is a key determinant in deriving

the claimed benefits such as improved productivity and the advantage over competitors.

Mobile ERP

Mobile devices enable workers to access mission-critical line of business applications

(Dospinescu 2008: 92).

According to Gelogo (2014: 380) the term “mobile enterprise” can be used to describe a

large organization that supports critical business functions via mobile devices.

Wireless ERP is described as a technologically relevant issue within the ERP environment.

Dospinescu (2008) offer a convincing argument stating that a quarter of the ERP workforce

travels at least once a week, only keeping in contact via email, calendar and contact

information (Dospinescu 2008: 92). As a result, mobile ERP/CRM may prove relevant when

considering the effects of these individuals having a secure connection to ERP/CRM

information. Dospinescu also indicates that analysts predict a high growth rate for the mobile

industry (Dospinescu 2008, 92).

The use of mobile devices within ERP and CRM is an inevitable extension of an ever

increasing wireless society and has advised that any companies involved in ERP should

consider the use of mobile applications (Gelogo & Kim 2014: 380).

Gelogo and Kim (2014: 380) identified several advantages related to Mobile ERP; this

includes increased productivity, improved decision making, empowered employees,

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improved customer engagement and a streamlined supply chain. Additionally, Kim et al

(2006: 78) emphasizes other advantages such as flexibility regarding mobile business.

In summarizing the core benefits of mobile ERP systems, Dospinescu et al’s (2008) insights

are particularly valuable. The note “Organizations will sense such positive effects as

significantly lower transaction cost, improved cash flow, fewer disagreements with existing

customers, and, last, but not least, more satisfied employees.” (Dospinescu et al 2008: 92)

These view are also shared by Gelogo et al (2014), indicating a sense of confidence among

experts about the efficacy associated with the use of mobile ERP systems.

Software Evaluation

Stamelos et al (2000) argues that software evaluation may have different points of view and

the evaluation process is not a simple task but a decision process where bias and doubt is

present.

Companies expect several benefits from implementing an ERP solution but implementation

must be accompanied evaluation. This was strongly supported by (Hallikainen et al 2002: 2)

who furthermore suggests that the need and importance of an evaluation is directly linked to

increased risks due to costs and significance of ERP system changes.

6. Research design and methodology

A descriptive research approach was used in this study and according to Cheung (2009:

158), descriptive research typically depict conditions as they exist in a particular setting.

Cheung (2009: 158) also states that descriptive research is mainly concerned with “what is”

and generally describes events, focusing on a particular phenomenon.

Data was collected using self-administered questionnaires, personally distributed to

respondents by the researcher. This offered the benefit of respondents receiving the same

questionnaires at the same time. The questionnaire used a Likert-type scale where

respondents were requested to express their level of satisfaction about specific issues

related to the evaluation of the mobile application.

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Research setting

The study was conducted at the City of Cape Town, situated in Cape Town, South Africa.

The Electricity Department is serviced by nine Depots situated strategically throughout Cape

Town each and install and maintain electrical equipment. The depots are Vanguard,

Mowbray, Muizenberg, Wynberg, Mitchells Plain, Gugulethu, Bloemhof, Ndabeni, and

Wynberg depots.

Bloemhof Depot was used as the research site as the mobile application was launched here

in April 2015, and all the Inspectors have been using the application since then.

Data sample and selection criteria

The population consists of the inspectors who deal with medium voltage inspections in the

Electricity Department depots throughout Cape Town. The sample consists of the Inspectors

who work at the Bloemhof Depot. This was the pilot site for the mobile application and

therefore, inspectors working there have more experience using the application than

Inspectors working at other Depots where the application was launched at a later stage or

have not started to use the application.

The respondents whose participation was requested in this study were subject to the

following conditions. As personal demographic variables were considered insignificant to the

phenomena under review these were excluded from data collection attention. If the

conditions were met, the respondents’ feedback was considered for analysis by the

researcher. The criteria for consideration of feedback are listed below:

Be permanently employed as an inspector by the City of Cape Town

Have handled inspections using the paper-based system

Have used the mobile application

Be willing to participate in the study

Work at the Bloemhof Depot

7. Data collection, analysis and findings / Requirement Analysis and Design

Data collection instrument

The data was collected using questionnaires to elicit the Inspectors’ views about their

experiences regarding the mobile application. A questionnaire was chosen as a data

collection instrument. The questionnaire is able to elicit written feedback from multiple

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subjects, is inexpensive to administer and allows for greater geographical coverage than

face-to-face interviews without additional time and cost expenses. (Phellas et al, 2011: 184)

Questionnaires were personally distributed to the respondents for feedback. The

questionnaires consist of close-ended and open-ended questions. The close-ended

questions required the respondent to choose from a predefined set of responses (Glasow,

2005: 7), while open-ended questions allowed respondents to answer in their own words.

This type of questioning is useful to the researcher as varied responses and additional

insights can be gathered. (Glasow, 2005: 7)

The questionnaires were written in English based on the fact that the mobile applications’

text is in English; it is therefore assumed by the researcher that the respondents were able to

read and write in the English language.

Data collection procedure

The researcher arranged to meet the respondents at their place of work personally

distributed questionnaires to the respondents. The respondents had completed the

questionnaires while in the presence of the researcher. Questionnaires collected by the

researcher immediately after they were completed by respondents.

Reliability and Validity

Reliability

Radhakrishna (2007) defines reliability as the indication consistency of accuracy of the

measuring instrument used to collect data. (Radhakrishna 2007: 1) By ensuring a

standardised format for the distribution and collection of the questionnaires the resultant data

collection procedures was imbued with strong levels of consistency.

The following measure which guided the questionnaire distribution procedure helped to

improve and ensure the degree of reliability; the researcher personally administered the

questionnaires, directly to the specified respondents. Standardizing conditions such as

friendliness and support to respondents were also exhibited.

Validity

Validity is said to be the amount of systematic or built-in error in measurement.

(Radhakrishna 2007: 1) Content validity refers to the questions and whether they measure

the content they were intended to measure. (Glasow, 2005: 2)

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In an attempt to achieve content validity, the research questions had been closely linked to

the mobile application and its impact on the level of reporting efficiencies of the Electricity

Inspectors.

All respondents completed the questionnaires during working hours, with their manager’s

knowledge. This was done to ensure that the questionnaires were treated as an important

task that would ultimately benefit them and the efficiency of the inspection handling process.

For validation, the questionnaires were handed over to the mentor of the researcher, who

has extensive experience in research, before distributing them to the respondents.

Rephrasing of close-ended questions was done to increase the chances of consistent

responses. (Glasow, 2005: 2)

8. Discussion and interpretation of findings

Descriptive statistics was used to generate results from the administered questionnaires

Experience with the mobile application

All the respondents who used the paper-based system to perform their daily work tasks

before the introduction of the mobile application had completed the questionnaires.

Over 80% of the Inspectors claimed to have between five and ten years’ experience. The

remaining Inspectors claimed to have less than five years’.

All of the respondents had claimed to have used the mobile application for reporting since

its introduction in April 2015 (at least 6 months).

Feedback on utility and efficiency of reporting

Paper-based system

The following accounts for Inspectors experiences with the paper-based reporting systems.

The key problems experienced by this system are also described.

Over 65% of the Inspectors indicated that they had experienced problems with

incomplete paper feedback.

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50% of the respondents indicate that capturing data at each inspection point was time

consuming and problematic, using the previous paper-based system. This was

selected as the second most significant problem among the other problems reported

with the paper-based system.

One Inspector indicated that he / she had no significant problems with the previous

paper-based system. This may indicate that the previous paper-based system had

not affected all users in the same way. This particular user had not experienced any

of the problems reported in the previous paper-based system or the problems were

not significant enough to affect the user and his / her work.

Mobile application

Over 65% of respondents indicate that their main problems experienced using the

previous paper-based system had not completely been eliminated. The remaining

respondents had agreed that the mobile application had eliminated their main

problems of which were reported in the paper-based system. 16% of respondents

had taken a neutral position in the answering of this question, indicating that they may

be undecided or unconvinced that the mobile application had eliminated their specific

problems.

50% of respondents indicate that the mobile application had not reduced the time

taken to capture data at each inspection point while over 30% of respondents agreed

that it has eliminated this problem. Some respondents had taken a neutral position in

the answering of this question. This statement yielded a negative result and it can

now be said that the mobile application did not reduce the time it takes to capture

data at each inspection point, according to the Inspectors at Bloemhof depot.

Positive results were produced when over 80% of respondents agreed with the

statements listed below. This may indicate that the Inspectors had performed their

inspections with an increased level of efficiency due to improvements of planning,

data entry error elimination, elimination of paper related tasks and time confirmations.

An improvement in this case refers to the mobile application and its ability to capture

and report data within a shorter timespan than the paper-based system would have.

An improvement in the planning of maintenance tasks.

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An improvement in the elimination of data entry errors when using the mobile

application instead of the previous paper-based system.

The mobile application had eliminated the storing and printing of paper problems.

The mobile application had eliminated the problem of incomplete paper feedback.

The mobile application eliminated the time confirmation of inspection team

problems.

I’ve had a positive experience using the mobile application since its introduction.

9. Conclusions & recommendation (Includes significance and contribution of the research)

Discussion of findings

In the literature, Dospinescu (2008: 92), states that mobile devices enable workers to access

mission-critical line of business applications. The Inspectors at Bloemhof had recently been

introduced to a mobile application to perform their daily tasks where previously they had

performed these tasks using a paper-based system. Gelogo (2014: 380), made use of the

term “mobile enterprise” to describe a large organization that supports critical business

functions via mobile devices. This implies that the City Of Cape Town could be identified as a

mobile enterprise as it recently started supporting critical business functions, namely

inspection handling of the Electricity Department at the City Of Cape Town.

The literature also indicated that analysts had predicted a high growth rate for the mobile

industry (Dospinescu 2008, 92). This may prove true at the City of Cape Town, as the Mobile

Inspections project for the Electricity Department had been the first to roll out, as other

mobile projects continue to be developed at the City of Cape Town.

Dospinescu et al (2008) and Gelogo (2014) agree when they state that the organisations

who implement mobile ERP system will experience positive effects such as lower transaction

costs, fewer disagreements with existing customers and more satisfied employees. The

findings of my study provide evidence of this shift with respect to the Bloemhof Inspectors’

experiences of using the mobile application for inspection reporting. Additionally, the findings

illustrate increased efficiency linked to the accuracy of reporting with the mobile application.

Positive results about the efficiency of the mobile application compared with the previous

paper-based system indicate an interrelationship between the literature and the results of this

research. The benefits such as satisfied employees had been indicated in the results as well

as fewer disagreements with existing customers (which may be related to customer

complaints if inspections calls had not been closed in due time, for example: due to

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incomplete paper feedback). The positive feedback produced from this research further

prove Dospinescu et al’s (2008) and Gelogo’s (2014) statements.

Recommendations

The following recommendations have been made:

The results had indicated that the Inspectors main problems were not completely

eliminated and it is recommended that the Electricity Department along with the

Inspectors prioritize the remaining list of problems related to the mobile application

and report this list to the ERP Department for further development.

This research takes into account the efficiency levels according to the Inspectors and

not the entire Inspection process from beginning to end.

o It is recommended that the entire process be assessed.

The findings of this research only briefly take into account the feelings of the

Inspectors towards the user experience of the application.

o It is recommended that the user experiences be evaluated to determine the

mobile applications’ levels of learnability, usability, attractiveness, etc.

Further research is required regarding a software model; as this is the first mobile

application to be developed in the ERP Department at the City of Cape Town, a

software model may be useful in determining the levels of functionality, reliability,

usability, efficiency, maintainability and portability according to international

standards.

Conclusion

The Electricity Department had reported errors in the previous paper-based system that was

to be eliminated through development of a mobile application. The mobile application had

been developed and rolled out to the Bloemhof Depot in Bellville to be used by the

Inspectors. The elicitation of feedback from these Inspectors had been carried out 6 months

after the mobile applications’ introduction at the Bloemhof Depot. The results indicated that

while the main problems experienced by the Inspectors had not been completely eliminated,

they’ve reported a positive user experience with the mobile application.

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The mobile application contributed to an increased level of efficiency within the Electricity

Department at the City of Cape Town. The successful development of the mobile application

and its ability to have eliminated most errors reported in the previous paper-based system

allows the City of Cape Town as an organisation to reap the benefits claimed by Umble et al

(2003: 256) when they concluded that once the organisation has finalised implementation of

the software, it could now develop new strategies and techniques that allow proper

management and control of the relatively underutilized tool.

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Acknowledgements

I would like to thank Lynn Coleman for her assistance in this undertaking.

Appendix

Data collection instrument sample

Questionnaire.docx