Leveraging Technology for Sustainable Elderly Support: Automation of Social Assistance Grants Empowerment (SAGE)

Abstract

The effect of integrating information technology in Business processes Reengineering of Social Assistance Programs in developing countries like Uganda has not been fully studied. Social Assistance programs have continued to grapple with business process challenges during service delivery. Social assistance grants empowerment is the Uganda government’s social protection programme that supports the elderly with direct income. It, however, encounters several challenges that this paper addresses by leveraging technology. Using business process reengineering, design science methodologies, and Bizagi Simulation tool, the Complaints and Grievances (C&G) sub process was reengineered, new models were designed that informed the development of a mobile and web applications to automate and improve the process. Further, simulation results from two scenarios are presented to compare old and revised models. The revised model exhibited improvements where a case is resolved in eight days compared to over two months in the old case.