Support Management System Model Proposal for the Student Affairs of Faculty

In today’s technology age, digitalization, which aims to enable institutions to carry out their processes independently of time and space, can be briefly summarized as transferring physically carried out processes to electronic environment, monitoring and managing from there. In this study, a model has been proposed for the Student Affairs Unit, which operates within the Faculty of Economics and Administrative Sciences of Dokuz Eylül University, to move its communication with the students to the digital environment. The proposed model is web-based and responsive, which requires user authentication for the current students. The model includes two different functions. The first function is to create and categorize the frequently answered questions (FAQs) for the faculty and present them to the students with a user-friendly design. The other one includes the process where the student can submit a request as a ticket for the subject to consult for the situations other than the FAQs, and the request is answered by the relevant personnel in the student affairs unit. The proposed model provides business analytics information in the form of response times for requests, requests according to departments, and requests according to categories, in order to be beneficial for Managers as well.