chapter ii -revised final draft

1CHAPTER II

PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA

The preceding chapter presented an exposition of the methodology of the study.

This chapter presents, analyzes, and interprets the data gathered from the twenty Help

Desk Users and Staff. The findings of the study are shown in twelve tables and they will

be used as the basis in preparing proposals for improvement of the Help Desk Section.

This chapter covers two sections. Section 1 discusses the functionality of the

Bureau of Internal Revenue Revenue Data Center - Visayas as assessed by the Help Desk

Users and Staff.

Section 2 discusses the problems regarding the operations of Help Desk Section.

In this section, tables are presented which shows the rank of the problems that affects the

operations as viewed by the Help Desk Staff.

Section 1

Functionality of Help Desk Section

This section presents, analyze, and interprets the assessment of the functionality

of Revenue Data Center – Visayas Help Desk Section in the following aspects: 1)

Reporting of issues, 2) Providing Resolution, 3) Processing issues logged, 4) Problem

solving procedures, and 5) Strategies in addressing the problem. The weighted mean and

its corresponding interpretation are reflected in the tables.

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2Functionality Of Help Desk Section In Encouraging The User To Report Issues Using Different Methods

The data regarding the functionality of Help Desk Section in encouraging the user

to report issues using different methods is presented in table 2.

The factor average of 3.26 derived from the group average of 3.52 from the users

and 2.99 from the staff shows that Help Desk Section functionality on reporting issues

was Moderately Functional.

Table 2Functionality of Help Desk in Encouraging Users

to Report Issues using Different MethodsN=20

FunctionalityUsern=14

Staffn=6

Item Average

Scale Scale ScaleReporting the issue using help desk form 4.2 F 4.00 F 4.10 FReporting the issue using telephone 3.42 F 2.16 LF 2.79 MFReporting the issue using e-mail 2.92 MF 2.00 LF 2.46 LFReporting the issue by personally going to the help desk area 3.57 F 3.83 F 3.70 F

Factor Average 3.52 F 2.99 MF 3.26 MF

Legend: 4.01 - 5.00 - Very Functional (VF)3.41 – 4.20 - Functional (F)2.61 – 3.40 - Moderately Functional (MF)1.81 – 2.60 - Less Functional (LF)1.00 – 1.80 - Not Functional (NF)

The functionality of the Help Desk Section in reporting the issue using help desk

form was responsive in majority of the situation as shown by the item average of 4.1

derived from the weighted mean of 4.2 from the users and 4.0 from the staff. The item

average of 2.79 taken from the weighted mean of 3.42 from the users and 2.16 from the

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3staff indicates that reporting the issue using the telephone is Moderately Functional. As

shown by the item average of 2.46 taken from the weighted mean of 2.92 derived from

the user and 2.00 derived form the staff revealed that the functionality of reporting the

issues using the e-mail is responsive on few of the situation. Lastly, it shows that

reporting the issue personally is Functional as indicated by the weighted mean of 3.56 of

the users and 3.83 of the staff.

The findings revealed that the functionality of Help Desk Section of the Revenue

Data Center Visayas is responsive in many of the issues reporting situation. This also

shows that the Help Desk Section Moderately achieve its objectives and goals through

the use of help desk form and personally reporting the issue.

Functionality of the Help Desk Section in Providing Resolution

Table 3 presents data regarding the functionality of the Help Desk Section in

providing resolution. The factor average of 3.54 taken from the 3.67 group average of

users and 3.41 from the staff reveals that the Help Desk Section is responsive in majority

of the situation in providing resolution.

Table 3Functionality of the Help Desk in Providing Resolution

N=20


Staffn=6

Item Average

Scale Scale ScalePerforming preliminary

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4investigation on issue/problem logged 4.07 F 3.83 F 3.95 FInforming the user to whom the issue is referred 3.35 MF 3.33 MF 3.34 MFGiving reference number to user for issue/problem logged 3.35 F 2.83 MF 3.03 MFConfirming with the user before finally closing a problem 3.92 F 3.66 F 3.79 F

Factor Average 3.62 F 3.62 F 3.62 FLegend:

4.01 - 5.00 - Very Functional (VF)3.41 – 4.20 - Functional (F)2.61 – 3.40 - Moderately Functional (MF)1.81 – 2.60 - Less Functional (LF)1.00 – 1.80 - Not Functional (NF)

Specifically, the item average of 3.95 taken from the weighted mean of 4.07 of

the users and 3.83 from the staff reveals that the Help Desk Section is Functional in

performing preliminary investigation on issue/problem logged. As presented by the item

average of 3.34 derived form the weighted mean of 3.35 from the users and 3.33 from

the staff, the Help Desk Section’s functionality on informing the user to whom the issue

is referred is Moderately Functional. Also, in giving reference number to user, the Help

Desk Section is responsive in many of the situation as shown by the item average of 3.03

taken from the weighted mean of 3.35 of the users and 2.83 from the staff. As shown by

the item average of 3.79 taken from the weighted mean of 3.92 of the users and 3.66 of

the staff, confirming with user before closing a problem is Functional.

These findings revealed that in majority of the situation, the Help Desk Section in

providing resolution is responsive.

The performance of preliminary investigation and confirming with the user

before closing a problem was Functional. These show that the functionality of Help

Desk Section in providing resolution is essential in the achievement of its goals.

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5

Functionality of the Help Desk in Processing Issues Logged

Table 4 contains data regarding the functionality of Help Desk Section in

processing issues logged. The factor average of 3.62 based on the group average of 3.62

from the users and 3.62 from the staff reveals that the processing of issues logged is

functional.

Informing that the problem has been logged and the trouble ticket is created is

Functional as shown by the item average of 3.55 taken from the weighted mean of 3.78

of the users and 3.33 of the staff. Furthermore, classifying the issue according to severity

and priority with an item average of 3.86 derived from the weighted mean of 3.57 of the

users and 4.16 of the staff is Functional and is responsive in majority of the situation and

responsive in majority of the situation. As shown by the item average of 3.77 taken from

the users weighted mean of 3.71 and staff’s 3.83 notifying the user of the status of the

issue is functional and is responsive in majority of the situation. Lastly, giving

information on when the issue will be resolved is Moderately Functional as shown by the

item average of 3.29 derived from the weighted mean of 3.42 from the users and 3.16

from the staff.

Table 4Functionality of Help Desk Section in Processing Issues Logged

N=20


Staffn=6

Item Average

Scale Scale ScaleInforming the user that the problem has been logged and trouble ticket is created 3.78 F 3.33 MF 3.55 MFClassifying the issue according to

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6severity and priority 3.57 F 4.16 F 3.86 FNotifying the user on the status of the issue 3.71 F 3.83 F 3.77 FGiving the user information on when the issue will be resolved 3.42 F 3.16 MF 3.29 MF

Factor Average 3.62 F 3.62 F 3.62 FLegend:


Generally, in processing issues logged, the Help Desk Section is Functional and is

able to achieve its objectives in majority of situation in informing the user that the

problem has been logged and trouble ticket is created, classifying the issue according to

severity and priority and notifying the user of the status of the issue.

Functionality of the Help Desk in its Problem – Solving Procedures

Table 5 shows the functionality of Help Desk Section in problem solving

procedures. The factor average of 3.07 taken from the group average of 3.15 of users

and 2.99 of the staff was Moderately Functional.

Table 5Functionality of Help Desk Section in Problem Solving Procedures

N=20


Staffn=6

Item Average

Scale Scale ScaleProviding materials and reference so that procedures are 3.07 F 3.0 MF 3.03 MF

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7understoodPresenting new ideas in order to simplify the procedures 3.05 F 3.16 MF 3.33 MFEncouraging the user in giving suggestions to improve the procedures 3.14 MF 2.66 MF 2.9 MFProviding technology trend updates on help desk procedures 2.92 MF 3.16 MF 3.04 MF

Factor Average 3.15 MF 2.99 MF 3.07 MFLegend:


Specifically, the item average of 3.03 based on the weighted mean of 3.07 from

the users and 3.0 from the staff reveals that providing materials and reference so that

procedures are understood are Moderately Functional. As shown by the item average of

3.33 derived from the users and 3.16 from the staff. Presenting new ideas to simplify the

procedures are responsive in many of the situation.

The functionality on encouraging the user in giving suggestions to improve the

procedures is Moderately Functional as revealed by the item average of 2.90 based on the

weighted mean of 3.15 from the users and 2.66 from the staff. In addition, the factor

average of 3.04 based on the weighted mean of 2.92 from the users and 3.16 from the

staff presented a Moderately Functional Help Desk Section in providing technology trend

updates on help desk procedures.

From this finding, it can be inferred that the functionality of the Help Desk

Section regarding the problem solving procedures is responsive in many situations. The

Help Desk Section, in order to attain its objectives provides materials and references,

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8presents new ideas encourage the user in giving suggestions and providing technology

trends update.

Functionality in the Strategies of the Help Desk in Addressing the Problem

Table 6 presents the functionality in the strategies of Help Desk Section in

addressing the problem.

The factor average of 2.79 based on the group average of 3.17 from the users and

2.74 from the staff shows that the functionality in the strategies of Help Desk Section in

addressing the problem is Moderately Functional.

Specifically, as presented by the item average of 3.45 derived from the weighted

mean of 3.57 from the users and 3.33 from the staff reveals that the Help Desk Section

was Functional in analyzing issue/problem as done through group effort by the help desk

attendant/analyst, Problem Resolution Group members and users. The functionality of

the reporting of the status of issue/problem is done consistently through the use of

Paradigm Software is Moderately Functional as shown in the item average of 3.25 based

on the weighted mean of 3.35 from the users and 3.16 from the staff. Another

functionality that is responsive in many of the situations is the new procedures for

resolving problem is presented, discussed and implemented through the briefing and

training as revealed by the item average of 2.82 base on the weighted mean of 3.14 from

the users and 2.5 from the staff. The functionality on the information on the previously

resolved issues is published in bulletin is less functional as reveals by the item average of

2.32 based on the weighted mean of 2.64 from the users and 2.0 from the staff.

Table 6Functionality in the Strategies of the Help Desk in Addressing the Problem

N=20

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9


Staffn=6

Item Average

Scale Scale ScaleAnalysis of the issue/problem is done through group effort by the help desk attendant/analyst, problem resolution group member and the User 3.57 F 3.33 MF 3.45 FReporting of the status of issue/problem is done consistently though the Use of Paradigm software 3.35 MF 3.16 MF 3.25 MFInformation on previously resolved issues is published in a bulletin 2.64 MF 2.00 LF 2.32 LFNew procedure for resolving problem is presented, discussed and Implemented through briefing and training 3.14 MF 2.50 LF 2.82 MF

Factor Average 3.17 MF 2.74 MF 2.96 MF

Legend: 4.01 - 5.00 - Very Functional (VF)3.41 – 4.20 - Functional (F)2.61 – 3.40 - Moderately Functional (MF)1.81 – 2.60 - Less Functional (LF)1.00 – 1.80 - Not Functional (NF)

Summarized Data on the Functionality of Help Desk Section

The summarized data on the functionality of BIR Revenue Data Center – Visayas

Help Desk Section are presented in Table 7.

Table 7Summarized Data on the Functionality of Help Desk Section

N=20


Staffn=6

Item Average

Scale Scale ScaleFunctionality of in Encouraging Users to Report Issues using Different Methods

3.52 F 2.99 MF 3.26 MFFunctionality of the in Providing Resolution 3.62 F 3.62 F 3.62 FFunctionality of in Processing Issues Logged 3.62 F 3.62 F 3.62 FFunctionality of in Problem Solving

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10Procedures 3.15 MF 2.99 MF 3.07 MFFunctionality in the Strategies of the in Addressing the Problem 3.17 MF 2.74 MF 2.96 MF

Factor Average 3.41 F 3.19 MF 3.29 MFLegend:


The data show that the functionality of Help Desk Section is Moderately

Functional as revealed by the general average of 3.29 based on the group general average

of 3.43 from the users and 3.15 from the staff. Specifically, the reporting of issues was

Moderately Functional as revealed by the factor average of 3.26 based on the group

average of 3.53 from the users and 2.99 from the staff. The factor average of 3.54 based

on the group average of 3.67 from the users and 3.41 from the staff showed that

providing resolution is functional. Another Functional features of Help Desk Section is

the processing of issues as presented by the factor average of 3.62 based on the group

average of 3.62 from the user and 3.62 from the staff. As shown by the factor average of

3.07 derived from the group average of 3.15 from the users and 2.99 from the staff

reveals that the problem solving procedure is Moderately Functional. Furthermore, the

strategies in addressing the problem is deemed to be Moderately Functional as signify by

the factor average of 2.96 based on the group average of 3.17 for the users and 2.74 from

the staff.

These findings revealed that the functionality of the Help Desk Section is

responsive in many of the situation and in the manner that Help Desk Section could

attain its objectives.

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11Section 2

Problems Regarding the Operations of the Revenue Data Center – Visayas Help Desk Section

This study is focused on determining the problems met by the Staff in the

operations of the Revenue Data Center – Visayas Help Desk Section. At this point, only

the staff of the section were made to answer the questions pertaining to the problems in

the operations. The user could no longer provide this researcher with data on the

problems. Only those involve in the operations of the Revenue Data Center – Visayas

Help Desk Section could answer the questions. Hence, there are six respondents in this

portion of the study. The questions are of multiple response type.

Problems of Help Desk Regarding the Reporting of Issue/Problem

Table 8 contains data regarding the problems met by the staff pertaining to the

reporting of issue/ problem.

As shown in the table, the majority, ranging from 66.66 to 100 percent cited three

problems in connection with method of reporting the problem. Foremost among the

problems was the issue/problem submitted for resolution is unclear as expressed by all

the staff representing 100 percent.

Table 8Problems of Help Desk Regarding the Reporting of Issue/Problem

N=6Problems F % Rank

Issue/problem submitted for resolution is unclear 6 100 1E-mail form is not user friendly 5 83.33 2Lack of exclusive telephone units and fax machine for receiving issue/problem 4 66.66 3Absence of receiving area to entertain the user and other help desk clients 2 33.33 4

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12Ranked second was the e-mail is not user-friendly as revealed by the 5 staff or

83.33 percent. Four staff or 66.66 percent cited that the lack of exclusive telephone units

and fax machine for receiving issue/problems was a problem (Ranked 3).

These findings disclosed that the staff met problems caused either by the users

and the facilities of the Help Desk Section. Among these is the lack of receiving area to

entertain the user and other help desk clients.

Problems of Help Desk Regarding Providing Resolution

Table 9 contains data pertaining to the problems regarding the Help Desk Section providing of resolution.

Table 9Problems of Help Desk Regarding Providing Resolution


Preliminary investigation cannot be perform due to lack of access to the integrated tax system database

6 100 1

Lack of standard reference number for identifying issues for resolution 4 66.66

2

Issue/problem cannot be confirm immediately due to users lack of time to review the resolution 3 50 3Preliminary investigation cannot be perform due to lack of knowledge of integrated tax system technical architecture 2 33.33 4Cannot locate the user to inform whom the issue is referred

1 16.66 5

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13Three major problems were cited by majority of respondents. Ranked first was a

problem identified by all the respondents or 100 percent who revealed that preliminary

investigation cannot be performed due to lack of access of the integrated tax system

database. There were 4 respondents comprising 66.66 percent who cited problem on the

lack of standard reference number for identifying issues for resolution. As revealed by 3

respondents or 50 percent of the respondents, issue/problem could not be confirm

immediately due to user lack of time to review the resolution.

These findings showed that limiting the role of help desk staff to just receiving

the issue/problem and not giving privilege to analyze the affected record in the database

results to non-investigation and delay in providing resolution.

The lack of standard reference number for identifying issues for resolution is one

of the major problems. The staff is confused on the use of reference numbers since there

are two numbers used in providing resolution. The use of two numbers contributed to

greater time in providing resolution.

Problems of Help Desk Section Regarding the Processing of Issues Logged

Table 10 contains the problems regarding the processing of issues logged.

Table 10Problems Regarding the Processing of Issues Logged

N=6

Problems F % RankLack of notification tools for the user 6 100 1There are no procedure and guidelines on classifying issue according to severity 5 83.33

2

There are no procedure and guidelines on classifying issue according to priority 3 50 3Lack of interest of user in following-up of issue 1 16.66 4

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14The majority of the respondents cited three problems that have been met by the

staff in relation with the processing of issues of logged. Six of the staff representing 100

percent cited the lack of notification tools for the user (Ranked 1). There are no

procedures and guidelines on classifying issue according to severity were revealed by 5

respondents or 83.33 percent. Three of the respondents or 50 percent cited that there are

no procedures and guidelines or classifying issue according to priority.

Findings show that the notification tools for user are important in the processing

of issues logged. The lack of it gives the staff a larger time to inform the user on the

status of the processing of issues logged.

Problems of Help Desk Section Regarding the Problem Solving Procedures

Table 11 contains the data regarding the problem solving procedures.

Table 11Problems of Help Desk Section Regarding the Problem Solving Procedures


Lack of Operations Manual 6 100 1Lack of feed back mechanism to improve problem solving procedure 5 83.33

2

Lack of update bulletin/trends update to inform the staff of the help desk industry changes and development. 2 33.33 3Information Handbook is inadequate to support problem solving complex issues 1 16.66 4

The data show that the majority of the staff cited two problems in connection

with the problem solving procedures. These problems were the lack of operations

manual as cited by 6 respondents or 100 percent and lack of feedback mechanism to

improve the problem solving procedure as revealed by 5 respondents or 83.33 percent.

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Problems of Help Desk Section regarding the Strategies of Help Desk in Addressing the Problem

Table 12 presents the data on the problems of Help Desk Section regarding the strategies of Help Desk in addressing the problem.

Table 12Problems of Help Desk Section regarding the Strategies of

Help Desk in Addressing the ProblemN=6

Problems F % RankLack of back-up database for Paradigm software in case of major system shutdown 6 100 1Inability to utilize the Internet as a tool for issue/problem Resolution 5 83.33 2Help Desk bulletin is not regularly published 4 66.66 3Lack of centralized information dissemination system in

the development of Help Desk process flows and procedures

1 16.66 4

Three major problems were cited by majority of the respondents. Ranked first

was a problem cited by all of the staff or 100 percent. Who revealed that lack of back-up

database for Paradigm software in remote site in case of major system shutdown. There

were 5 respondents or 83.33 percent identified the inability to utilize the intranet/internet

as a tool for issue/problem resolution (Ranked 2). Ranked third is help desk bulletin is

not regularly published that accounts for 4 respondents or 66.66 percent.

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16These findings reveals that support facilities are the major concerns in the

operation of help desk. The lack of it will affect the strategies of help desk in addressing

the problem. The process of regularly publishing the help desk bulletin is also cited as

one of the major problems. Consistent publishing of bulletin will further increase call

avoidance.

This chapter presented, analyzed and interpreted the data, the succeeding chapter presents

measure to improve the Help Desk Section of the Bureau of Internal Revenue Revenue

Data Center – Visayas.

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chapter ii -revised final draft