




































 

 

      

  Academic Journal of Science, Engineering and Technology  

Vol. 8, Issue 3; May-June 2023;  

ISSN: 2837-2964  

Impact Factor: 6.67  

1252 Columbia Rd NW, Washington DC, United States  

https://topjournals.org/index.php/AJSET/index; mail: topacademicjournals@gmail.com   

  

22 | A c a d e m i c J o u r n a l o f S c i e n c e , E n g i n e e r i n g a n d T e c h n o l o g y  
| https://topjournals.org/index.php/AJSET  

  

DETERMINATION OF REQUIREMENTS FOR THE DEVELOPMENT OF 

AN ONLINE FAULT REPORTING SYSTEM FOR UTILITY COMPANIES  
  

Iyidobi Jonathan Chijindu   
Department of Electrical and Electronic Engineering, Enugu State University of Science and Technology, 

Nigeria  

DOI: https://doi.org/10.5281/zenodo.15182999 

  

Abstract   

This research work is therefore targeted at determining the requirements of the system suitable for developing an 

effective web-based fault reporting system for public utility companies. An electricity distribution company’s 

fault reporting system with correct system requirements will serve as a viable channel for reporting faults that 

occur at the users’ end. This will facilitate quick and efficient clearing of these faults for timely restoration of the 

electricity supply to users. This supports an electricity distribution system that will facilitate reliable and consistent 

delivery of quality services to users, reduce outages and downtimes, thereby enhancing productivity and national 

development. To achieve this, different online fault reporting systems were reviewed, including the existing case 

study power distribution company fault reporting system. The features and functions found present or lacking in 

the reviewed systems were critically analysed. and then with the help of a survey, determine accurately all 

requirements needed to build a fault reporting/management system that will not just be effective and efficient but 

also designed to overcome the lapses observed in the reviewed systems. Two groups of potential users were 

identified: the PHCN customers and the PHCN staff. PHCN customers will use the system to report electrical 

faults in their domain while PHCN staff will use the system for both system/fault management and fault reporting. 

Some requirements were proposed and packaged in the form of a questionnaire and then randomly distributed to 

the identified two groups of potential users. A total of 55 questionnaires were sent through e-mail to the 

respondents. The result and analysis of the survey conducted to determine the requirements of the online fault 

reporting system for Ikeja electricity distribution revealed that for the web-based system to be effective and 

efficient it should possess the following features: dynamic database, web interface, information display page, 

Fault description page, registration and login page, fault update page and track progress page. Keywords: 

Development, Online, Reporting, System, Utility   

  



 

 

      

  Academic Journal of Science, Engineering and Technology  

Vol. 8, Issue 3; May-June 2023;  

ISSN: 2837-2964  

Impact Factor: 6.67  

1252 Columbia Rd NW, Washington DC, United States  

https://topjournals.org/index.php/AJSET/index; mail: topacademicjournals@gmail.com   

  

23 | A c a d e m i c J o u r n a l o f S c i e n c e , E n g i n e e r i n g a n d T e c h n o l o g y  
| https://topjournals.org/index.php/AJSET  

1.1  Introduction   

Public utility companies play a critical role in the socioeconomic lives of every nation. Power supply companies, 

for instance, ensure that the teaming population of the society (commercial and domestic consumers of electricity) 

is supplied with adequate electric power for commercial, industrial, and domestic activities for the overall 

sustainability of socioeconomic progress of the society. Water supply companies have similar responsibilities, 

ensuring a steady supply of clean water for both domestic and industrial use. The need for these utility companies 

to function effectively and efficiently cannot be overstressed. Unfortunately, due to the large number of 

users/customers, the operational infrastructure of these utility companies is usually vulnerable to faults due to 

high pressure on their facilities. Unrectified or delayed fault clearing can result in long outages leading to down 

times in industries and commercial set ups. The consequences of outages and down time are quite severe both for 

domestic and commercial users of electricity. This can include but not limited to: high cost of production 

occasioned by the need to run standby generators for long hours, loss of perishable goods at home and in some 

commercial establishments due to long power outage, laying off of workers due to reduced working time, etc. The 

overall impact of long outages stemming from unrectified of delayed system restoration is poor productivity and 

reduced national development. To ensure reliability and consistent delivery of quality services to users, electricity 

distribution companies should have a channel for reporting faults that occur at their end to facilitate quick and 

efficient clearing of these faults for timely restoration of electricity supply to users. This reduces outages and 

down times thereby enhancing productivity and national development.  

The ability of an effective fault reporting system to increase the reliability an efficiency of any system cannot be 

over stressed. This is because it allows service providers to be in continuous touch with their customers, getting 

to know the faults and issues developing in their systems and helping to fix them as fast as possible. Fault reporting 

systems provides necessary data relating to faults and maintenance and which are very useful in speedy fixing of 

faults and effective planning against faulting repetition [1]. Online self-reporting system that allows patients to 

report toxicity symptoms has the ability to provide detailed and correct clinical data, facilitate speedy interventions 

in patients’ cases, uplift patients’ health and safety [2], improve level of interaction between patients and the 

hospital and help standardise data gathered from different locations. Similarly. Online incidence reporting system 

developed for a Japanese hospital has not only made patients safer, but has increased the speed of attending to 

patients and reduced situations that cause errors [3].  

This research work is therefore devoted to reviewing different online fault reporting systems, analysing the 

features of and functions found present or lacking in the reviewed systems so as to aggregate suitable system 

requirements needed to build a fault reporting/management system that is effective and very efficient.  

I.   METHODOLOGY  

The method adopted in this research involves reviewing different online fault reporting systems. analysing the 

features of and functions found present or lacking in the reviewed systems, and with the help of a survey using 



 

 

      

  Academic Journal of Science, Engineering and Technology  

Vol. 8, Issue 3; May-June 2023;  

ISSN: 2837-2964  

Impact Factor: 6.67  

1252 Columbia Rd NW, Washington DC, United States  

https://topjournals.org/index.php/AJSET/index; mail: topacademicjournals@gmail.com   

  

24 | A c a d e m i c J o u r n a l o f S c i e n c e , E n g i n e e r i n g a n d T e c h n o l o g y  
| https://topjournals.org/index.php/AJSET  

the result of the analysis to accurately aggregate all requirements needed to build a fault reporting/management 

system that will not just be effective and efficient but designed to overcome the lapses observed in the reviewed 

systems. Two groups of potential users of the case study utility company (PHCN) participated in the survey to 

determine which requirements (obtained from result of the analysis of the review of other online reporting system) 

are critical for the case study system. The two groups are the PHCN customers and the PHCN staff. PHCN 

customers will use the system to report electrical faults in their domain while PHCN staff will use the system for 

both system/fault management and fault reporting. Based on the result of the analysis of features/functionalities 

of other fault reporting systems studied, system requirements were proposed and packaged in form of 

questionnaire and then randomly distributed to the identified two groups of potential users. A total of 55 

questionnaires were sent through e-mail to the respondents. Results of the survey were then analysed to determine 

the accurate requirements of the case study system, 2.1 PHCN fault online reporting system.  

The case study power distribution company for this research is the Ikeja Power Holding Company of Nigeria 

(PHCN). The ineffectiveness of the current PHCN online fault reporting system in creating a platform for quality 

fault reporting and management due to the absence of some key features and functionality inspired the motive for 

this project in the first place. As observed in  



 

 

      

  Academic Journal of Science, Engineering and Technology  

Vol. 8, Issue 3; May-June 2023;  

ISSN: 2837-2964  

Impact Factor: 6.67  

1252 Columbia Rd NW, Washington DC, United States  

https://topjournals.org/index.php/AJSET/index; mail: topacademicjournals@gmail.com   

  

25 | A c a d e m i c J o u r n a l o f S c i e n c e , E n g i n e e r i n g a n d T e c h n o l o g y  
| https://topjournals.org/index.php/AJSET  

  
Figure 2.1: A screen shot of the current PHCN complaint form [4].  

2.2 Other Fault reporting system  

Access East Sussex online Fault reporting system: This system permits individuals and staff in the East Sussex 

area and environs to report faults or issues in the services offered by the council in their local areas. Though the 

system does not require a reporter to register or log in before logging a report; it provides fields for selecting fault 

location, fault category and further descriptions. Also fault status can be tracked in this system [5].  

Kent County Council Fault reporting system: This system allows people in the Kent County Council area to 

report faults on roads, street lightings, environment and related facilities. No login or registration is required to 

use the system but personal details of reporter (names, telephone number e-mail address, etc) are required. Fields 

for filling in fault details and location are also provided. Reporters can check the progress of fault correction using 

this system [6].  

Mahanagar Telephone Nigam limited Fault reporting system (MTNL): The fault reporting system allows 

their subscribers to report faults in their telephone, Garuda or broadband services. The system was designed to 



 

 

      

  Academic Journal of Science, Engineering and Technology  

Vol. 8, Issue 3; May-June 2023;  

ISSN: 2837-2964  

Impact Factor: 6.67  

1252 Columbia Rd NW, Washington DC, United States  

https://topjournals.org/index.php/AJSET/index; mail: topacademicjournals@gmail.com   

  

26 | A c a d e m i c J o u r n a l o f S c i e n c e , E n g i n e e r i n g a n d T e c h n o l o g y  
| https://topjournals.org/index.php/AJSET  

allow users select concerned service before being taken to the page for selecting fault category and filling up the 

field for telephone number and then fault details. Only those selecting the Garuda services are required to register 

and login. Users can check progress of fault correction in this system [7].  

City of London Fault reporting system: The system allows users to report a variety of faults around the City of 

London. The system provides for the selection of fault category and then fault location. Fields for fault details and 

reporter’s personal details must also be filled before report can be submitted. No login is required. Also, users 

cannot to check the progress of fault rectification with the system [8].   

The Cabrini College (USA) Information Technology and Resources Reporting system: The system allows 

users (mainly students, staff and clients) to report problems developing in the Information technology facilities 

purchased from the college or those being used by the college's staff and students.  Login is required to use the 

system, though the system generates the password needed to login each time a user wants to use the system. As a 

result, registration is not required. However, a user is required to provide his details and details of the fault during 

fault reporting. Reasonable information was provided by the system as regards the need to report faults using the 

system. It does not provide any means of tracking progress of fault correction [9].  

Problem reporting system for users of Online-teach yourself system owned by the University of the State 

of New York (NYSED): The system does not require any login before you can use the system and as such, no 

registration is required. Details of the problem reporter and details of the fault itself must be provided to 

successfully login a problem. Reasonable information relating to the need to use the system and how to 

successfully use the system were provided [10].  

North American and UK based Daeja Image System problem reporting system: The system allows their 

clients/customers to report problems encountered in the use their in-browser java applet image viewer "ViewOne". 

No registration and login is required to use the system. However very detailed information about the problem 

reporter and the problem being reported is required. Brief information about the process of problem reporting is 

also provided [11].  

The city of Tallahassee problem reporting system, USA:  This system helps residents to report issues in any of 

the services offered by the City governing authorities. No registration and login are required. Details of problem 

reporter required as well as that of the problem being reported. Reasonable information about the usefulness of 

the system and how to use it was provided [12].                                                 

I.  MODELING AND ANALYSIS 3 COMPARATIVE ANALYSIS  

From the above review of similar systems, we can observe that unlike the PHCN system, the other systems 

described, even though they lack certain vital features and functionalities have more capacity to build up a fault 

database. This is because the other systems made provisions for collecting data relating to faults reported (for 

instance: fault type/category and fault location), This information can be very useful for future planning as it 

relates to reducing frequency and duration of faults in the system. It was however observed that out of the nine 



 

 

      

  Academic Journal of Science, Engineering and Technology  

Vol. 8, Issue 3; May-June 2023;  

ISSN: 2837-2964  

Impact Factor: 6.67  

1252 Columbia Rd NW, Washington DC, United States  

https://topjournals.org/index.php/AJSET/index; mail: topacademicjournals@gmail.com   

  

27 | A c a d e m i c J o u r n a l o f S c i e n c e , E n g i n e e r i n g a n d T e c h n o l o g y  
| https://topjournals.org/index.php/AJSET  

systems compared, only two systems require the user to register or log into the system before being able to report 

fault. Even though this can increase the number of people willing to make fault report; systems without any 

provision for registration/login will remain very vulnerable to abuse, and the risk of logging in of unreliable 

information is also high. All the systems highlighted above were found to have required users to provide some 

personal details for identifying them. Most importantly, personal details of users will help service providers to 

locate both the fault and the fault reporter to facilitate prompt fixing of the fault. This is also a good strategy of 

limiting false report but is not enough to replace the need for registration and logging in. We can also observe 

from Table 3.1 that out of the nine systems compared, only three systems made provisions for tracking the progress 

of fixing of fault reported.   

One can observe from the table that all the systems (except PHCN with rating “low”) studied had only a moderate 

capacity to build up a comprehensive database needed to plan against fault re-occurrence. This system will be 

designed to improve on this area such that the system will have a comprehensive database to plan against frequent 

fault occurrences. Also, on the suitability for fault management, table 3.1 shows that all the systems (except  

PHCN with rating “low”) studied was rated moderate. This system will be designed to be an efficient and effective 

tool for fault management so as to help PHCN achieve high level of customer satisfaction. About 67% of the 

systems compared did not make provision for tracking of progress of fault correction. This system will improve 

on this area and as such will be designed to offer users a means of tracking the progress of fault clearing. Finally, 

on the ability to educate the users on fault issues about 50% of the compared systems were rated minimum while 

50% was rated moderate. This is also another area of concern. This system will be designed to be an effective 

means of educating PHCN customers on fault and safety issues.   

Generally, it can be observed that the PHCN system performed poorest of all the systems studied, and other 

systems studied performed either average or below average when rated against the outlined criteria. This system 

will therefore be designed to make up for the deficiencies observed in the systems studied while retaining their 

positive features.  

PHCN (2011), what is currently playing the role of a fault reporting system is actually a complaint reporting 

system. The system allows any person make a complaint or report without first being registered or logging into 

the system. After selecting a zone and a business unit, the system provides the reporter with fields for entering his 

name, e-mail address, PHCN account number and then the report or complain. The above details are grossly 

insufficient for building up a comprehensive database for the company. This so because, as can be seen from 

figure 2.1, fields for logging in attributes of the fault (such as type of fault, date of occurrence, time of occurrence, 

address, etc) itself are totally lacking. There is also no feedback system that allows PHCN staff to update fault or 

complaint status neither does such feedback exist for allowing users to check progress of fault correction.  



 

 

      

  Academic Journal of Science, Engineering and Technology  

Vol. 8, Issue 3; May-June 2023;  

ISSN: 2837-2964  

Impact Factor: 6.67  

1252 Columbia Rd NW, Washington DC, United States  

https://topjournals.org/index.php/AJSET/index; mail: topacademicjournals@gmail.com   

  

28 | A c a d e m i c J o u r n a l o f S c i e n c e , E n g i n e e r i n g a n d T e c h n o l o g y  
| https://topjournals.org/index.php/AJSET  

  
Figure 2.1: A screen shot of the current PHCN complaint form [4].  

2.2 Other Fault reporting system  

Access East Sussex online Fault reporting system: This system permits individuals and staff in the East Sussex 

area and environs to report faults or issues in the services offered by the council in their local areas. Though the 

system does not require a reporter to register or log in before logging a report; it provides fields for selecting fault 

location, fault category and further descriptions. Also fault status can be tracked in this system [5].  

Kent County Council Fault reporting system: This system allows people in the Kent County Council area to 

report faults on roads, street lightings, environment and related facilities. No login or registration is required to 

use the system but personal details of reporter (names, telephone number e-mail address, etc) are required. Fields 

for filling in fault details and location are also provided. Reporters can check the progress of fault correction using 

this system [6].  



 

 

      

  Academic Journal of Science, Engineering and Technology  

Vol. 8, Issue 3; May-June 2023;  

ISSN: 2837-2964  

Impact Factor: 6.67  

1252 Columbia Rd NW, Washington DC, United States  

https://topjournals.org/index.php/AJSET/index; mail: topacademicjournals@gmail.com   

  

29 | A c a d e m i c J o u r n a l o f S c i e n c e , E n g i n e e r i n g a n d T e c h n o l o g y  
| https://topjournals.org/index.php/AJSET  

Mahanagar Telephone Nigam limited Fault reporting system (MTNL): The fault reporting system allows 

their subscribers to report faults in their telephone, Garuda or broadband services. The system was designed to 

allow users select concerned service before being taken to the page for selecting fault category and filling up the 

field for telephone number and then fault details. Only those selecting the Garuda services are required to register 

and login. Users can check progress of fault correction in this system [7].  

City of London Fault reporting system: The system allows users to report a variety of faults around the City of 

London. The system provides for the selection of fault category and then fault location. Fields for fault details and 

reporter’s personal details must also be filled before report can be submitted. No login is required. Also, users 

cannot to check the progress of fault rectification with the system [8].   

The Cabrini College (USA) Information Technology and Resources Reporting system: The system allows 

users (mainly students, staff and clients) to report problems developing in the Information technology facilities 

purchased from the college or those being used by the college's staff and students.  Login is required to use the 

system, though the system generates the password needed to login each time a user wants to use the system. As a 

result, registration is not required. However, a user is required to provide his details and details of the fault during 

fault reporting. Reasonable information was provided by the system as regards the need to report faults using the 

system. It does not provide any means of tracking progress of fault correction [9].  

Problem reporting system for users of Online-teach yourself system owned by the University of the State 

of New York (NYSED): The system does not require any login before you can use the system and as such, no 

registration is required. Details of the problem reporter and details of the fault itself must be provided to 

successfully login a problem. Reasonable information relating to the need to use the system and how to 

successfully use the system were provided [10].  

North American and UK based Daeja Image System problem reporting system: The system allows their 

clients/customers to report problems encountered in the use their in-browser java applet image viewer "ViewOne". 

No registration and login is required to use the system. However very detailed information about the problem 

reporter and the problem being reported is required. Brief information about the process of problem reporting is 

also provided [11].  

The city of Tallahassee problem reporting system, USA:  This system helps residents to report issues in any of 

the services offered by the City governing authorities. No registration and login are required. Details of problem 

reporter required as well as that of the problem being reported. Reasonable information about the usefulness of 

the system and how to use it was provided [12].                                                    

II.  MODELING AND ANALYSIS 3 COMPARATIVE ANALYSIS  

From the above review of similar systems, we can observe that unlike the PHCN system, the other systems 

described, even though they lack certain vital features and functionalities have more capacity to build up a fault 

database. This is because the other systems made provisions for collecting data relating to faults reported (for 



 

 

      

  Academic Journal of Science, Engineering and Technology  

Vol. 8, Issue 3; May-June 2023;  

ISSN: 2837-2964  

Impact Factor: 6.67  

1252 Columbia Rd NW, Washington DC, United States  

https://topjournals.org/index.php/AJSET/index; mail: topacademicjournals@gmail.com   

  

30 | A c a d e m i c J o u r n a l o f S c i e n c e , E n g i n e e r i n g a n d T e c h n o l o g y  
| https://topjournals.org/index.php/AJSET  

instance: fault type/category and fault location), This information can be very useful for future planning as it 

relates to reducing frequency and duration of faults in the system. It was however observed that out of the nine 

systems compared, only two systems require the user to register or log into the system before being able to report 

fault. Even though this can increase the number of people willing to make fault report; systems without any 

provision for registration/login will remain very vulnerable to abuse, and the risk of logging in of unreliable 

information is also high. All the systems highlighted above were found to have required users to provide some 

personal details for identifying them. Most importantly, personal details of users will help service providers to 

locate both the fault and the fault reporter to facilitate prompt fixing of the fault. This is also a good strategy of 

limiting false report but is not enough to replace the need for registration and logging in. We can also observe 

from Table 3.1 that out of the nine systems compared, only three systems made provisions for tracking the progress 

of fixing of fault reported.   

One can observe from the table that all the systems (except PHCN with rating “low”) studied had only a moderate 

capacity to build up a comprehensive database needed to plan against fault re-occurrence. This system will be 

designed to improve on this area such that the system will have a comprehensive database to plan against frequent 

fault occurrences. Also, on the suitability for fault management, table 3.1 shows that all the systems (except  

PHCN with rating “low”) studied was rated moderate. This system will be designed to be an efficient and effective 

tool for fault management so as to help PHCN achieve high level of customer satisfaction. About 67% of the 

systems compared did not make provision for tracking of progress of fault correction. This system will improve 

on this area and as such will be designed to offer users a means of tracking the progress of fault clearing. Finally, 

on the ability to educate the users on fault issues about 50% of the compared systems were rated minimum while 

50% was rated moderate. This is also another area of concern. This system will be designed to be an effective 

means of educating PHCN customers on fault and safety issues.   

Generally, it can be observed that the PHCN system performed poorest of all the systems studied, and other 

systems studied performed either average or below average when rated against the outlined criteria. This system 

will therefore be designed to make up for the deficiencies observed in the systems studied while retaining their 

positive features. 

TABLE 3.1: COMPARATIVE ANALYSIS OF DIFFERENT FAULT REPORTING SYSTEMS  

  
Capacity to 

build 

comprehensi 

ve database  

Provision for 

checking fault 

update by users  

Suitability  

for  fault  

manageme 

nt  

Request for users’ 

login  and  

registration  

Provision 

 of 

information on 

fault issues  



 

 

      

  Academic Journal of Science, Engineering and Technology  

Vol. 8, Issue 3; May-June 2023;  

ISSN: 2837-2964  

Impact Factor: 6.67  

1252 Columbia Rd NW, Washington DC, United States  

https://topjournals.org/index.php/AJSET/index; mail: topacademicjournals@gmail.com   

  

31 | A c a d e m i c J o u r n a l o f S c i e n c e , E n g i n e e r i n g a n d T e c h n o l o g y  
| https://topjournals.org/index.php/AJSET  

PHCN System  Low  Non  Low  Non  Non  

East  Sussex 

system  
Moderate  Yes  Moderate  Non  Minimum  

Kent  council 

System  Moderate  Yes  Moderate  Non  Minimum  

MTNL System  Moderate  Yes  Moderate  
Yes (in one section 

only)  
Minimum  

City of London 

System  
Moderate  Non  Moderate  Non  Moderate  

The  Cabrini  

College (USA)  
Moderate  Non  Moderate  YES  Moderate  

state of New 

York  

UNIVERSITY  

Moderate  Non  Moderate  Non  Moderate  

Daeja  Image  

System  
Moderate  Non  Moderate  Non  Minimum  

  

City  of  

Tallahassee  
Moderate  Non  Moderate  Non  Moderate  

III.  RESULTS AND DISCUSSION 4 RESULTS OF PRIMARY RESEARCH  

The aim of this primary research is to involve the potential users in determining the requirements of the system. 

Two groups of potential users have been identified: the PHCN customers and the PHCN staff. PHCN customers 

will use the system to report electrical faults in their domain while PHCN staff will use the system for both 

system/fault management and fault reporting. Some requirements were proposed and packaged in form of 

questionnaire and then randomly distributed to the identified two groups of potential users. A total of 55 

questionnaires were sent through e-mail to the respondents. This was the quickest and most practical means of 

distributing the questionnaire as majority of the respondents live in Nigeria. Out of the number sent out, 11 



 

 

      

  Academic Journal of Science, Engineering and Technology  

Vol. 8, Issue 3; May-June 2023;  

ISSN: 2837-2964  

Impact Factor: 6.67  

1252 Columbia Rd NW, Washington DC, United States  

https://topjournals.org/index.php/AJSET/index; mail: topacademicjournals@gmail.com   

  

32 | A c a d e m i c J o u r n a l o f S c i e n c e , E n g i n e e r i n g a n d T e c h n o l o g y  
| https://topjournals.org/index.php/AJSET  

responded (10 phcn customers and 1 phcn staff) and their responses are presented in table 4.1 and table 4.2. The 

likert scale questionnaire was used because it is easy to respond to and analyse, and has the ability to show the 

extent to which a respondent approves or disapprove a view. There are ten likert formed questions and two open 

ended questions.   

ANALYSIS OF PRIMARY RESEARCH (QUESTIONNAIRE)                                                               

Table 4.1: Tabulation of responses from PHCN customers  

  

Questions  

Strongly  

Agree  

Score (%)  

Agree  

Score (%)  

Disagree 

Score (%)  

Strongly  

Disagree  

Score (%)  

1  

A comprehensive database for capturing faults 

reported in customers’ domains and PHCN 

facilities will assist PHCN in fault 

management, and planning against high 

outage duration and frequency.  

  

90  10  0  0  

2  

An effective and efficient web interface (in 

form of a dynamic website) for the above 

system so as to allow PHCN customers and 

monitoring staff to report electrical faults in 

their domain, online, for prompt response by 

PHCN will improve PHCN services delivery 

to their customers.  

60  50  0  0  

  

3  

The system should be displaying vital 

information that will educate users on fault 

issues and how best to handle PHCN facilities 

so as to minimise fault occurrences  

70  30  0  0  



 

 

      

  Academic Journal of Science, Engineering and Technology  

Vol. 8, Issue 3; May-June 2023;  

ISSN: 2837-2964  

Impact Factor: 6.67  

1252 Columbia Rd NW, Washington DC, United States  

https://topjournals.org/index.php/AJSET/index; mail: topacademicjournals@gmail.com   

  

33 | A c a d e m i c J o u r n a l o f S c i e n c e , E n g i n e e r i n g a n d T e c h n o l o g y  
| https://topjournals.org/index.php/AJSET  

4  

Vital information relating to the reported faults 

(such as fault type/category, fault time, 

description, location, etc,) should be captured 

by the database.  

  

70  30  0  0  

5  

Such a system should require users to register 

and obtain a user ID and password before 

being able to use the system so as to regulate 

users’ activities in the system.  

  

33.3  0  11.1  0  

6  

The system should also be able to capture 

some details (name, address, phone number, 

email address) about the fault reporter to help 

in reaching him and the fault reported.  

  

80  20  10  0  

7  

Rectification team should be able to update the 

system to indicate the status of the fault.  

  

70  30  0  0  

8  

PHCN customers should be able to track or 

check the status (update) on the rectification of 

reported faults.  

  

60  30  10  0  

  

9  

PHCN management should be able to use the 

system to allocate fault rectification jobs to 

their field staff.  

  

40  60  0  0  

10  

The system should be able to prevent multiple 

reporting of faults that has already been 

reported.  
50  20  30  0  



 

 

      

  Academic Journal of Science, Engineering and Technology  

Vol. 8, Issue 3; May-June 2023;  

ISSN: 2837-2964  

Impact Factor: 6.67  

1252 Columbia Rd NW, Washington DC, United States  

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Figure 4.1: Component bar chart showing the response of PHCN customers to the questionnaire.  

  

 

  

Figure 4.2: Component bar chart showing the response of PHCN staff to the questionnaire.  



 

 

      

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Note: In the two figures above, the symbol ‘Q’ stands for question in the questionnaire. For example, Q1 in the 

charts represents Question 1 in the questionnaire.  

ANALYSES OF REQUIREMENTS  

From the tables 4.1 and 4.2 and figures 4.1 and 4.2 above, it is obvious that two groups of intended users (Phcn 

customers and staff) are fully in support of the proposed requirements for the system. This follows therefore that 

the intended users accept that a comprehensive database for capturing faults reported in customers’ domains and 

PHCN facilities will assist PHCN in fault management, and planning against high outage duration and frequency. 

This shows that from the users’ perspective, the project is worthwhile and will help in gathering data that will 

facilitate speedy fault fixing and drastic reduction of fault re-occurrence, which will be made possible by adequate 

planning and fault management  

As regards the need for a web interface that will enable online report of faults, we observe from the tables and 

figures above that both sets of the respondents showed resounding support for the provision of web interface that 

will allow users to log in their fault reports, online, using the internet. This affirms that the initial proposal to 

incorporate a web interface in this design is in line with users’ desire on the project.  

On the need for the system to be able to display vital information that will educate users on fault issues and how 

best to handle PHCN facilities so as to minimise fault occurrences; the tables and charts above shows an 

overwhelming interest in the users to see the system be a source of enlightenment to them on issues relating to 

faults, safety measures and best practices in handling PHCN facilities.  

From the tables and chats above, we observe also that respondents are of the view that fault reporters should 

provide the system with vital information relating to the fault (such as fault type, fault time, location, etc) for an 

automatic documentation in the database and also to equip the rectification team with the right information needed 

for speedy rectification of the fault.  

The tables 4.1 and 4.2 and figures 4.1 and 4.2 above also show that both sets of users support the idea of user 

registration and login as a means of regulating users’ activities in the system.  

The tables and charts above also reveal that respondents are backing the need for users of the system to provide 

their details and details of the fault they are reporting. This will help PHCN repair team to respond quickly to the 

fault reported.  

Both groups of users are also in support of the system being able to allow PHCN management to update the system 

and use the system for planning and fault management. They also support the idea of users being able to track 

progress of faults reported with the system.  

Even though majority of the respondents in both groups support the idea of the system preventing multiple 

reporting of faults; a significant number of PHCN customers (30%) disagreed with this view point. They argued 

that users can employ multiple reporting of a particular fault to indicate how serious a fault is so as to push PHCN 

to act swiftly on it. The disadvantage of multiple reporting is the tendency to have the same information in the 



 

 

      

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Vol. 8, Issue 3; May-June 2023;  

ISSN: 2837-2964  

Impact Factor: 6.67  

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database thereby causing redundancy and occupying more memory space. This could also reduce the speed of the 

system. Effort will be made to see that multiple reporting is avoided as much as possible in this system.  

IV.  CONCLUSION  

Some respondents outlined the existing means of reporting faults to PHCN. The means outlined are: Physical 

visiting of the PHCN nearest office, through phone calls and through e-mail messages. These methods can still 

work but reporting fault by going physically to the PHCN office can be time wasting, stressful and costly. While 

phone calls and e-mails remain fast means of fault reporting, they are not able to systematically capture and store 

fault information in an organised manner that will facilitate good planning and management of fault related issues 

in PHCN. Fortunately, the proposed online fault reporting/management system will serve not only as a very fast 

means of fault reporting but will provide a bank of regularly updated information needed to promptly respond to 

faults reported and plan well against their re-occurrence. It was concluded that while phone calls and e-mails 

remain fast means of fault reporting, they are not able to systematically capture and store fault information in an 

organised manner that will facilitate good planning and management of fault related issues in power distribution 

companies. Fortunately, the proposed online fault reporting/management system will serve not only as a very fast 

means of fault reporting but will provide a bank of regularly updated information needed to promptly respond to 

faults reported and plan well against their re-occurrence.  

V.  REFERENCES  

Sematech  (1999)  ‘Failure  reporting  Analysis  and  corrective  action  system’ 

 Available  at:  http://www.sematech.org/docubase/document/2332agen.pdf  (Accessed: 11th March,         

2011).  

E. Basch, D. Artz, D. Dulko, K. Scher, P. Sabbatini, M. Hensley, N. Mitra, J. Speakman, M. McCabe, and D.  

Schrag, (2005) ‘Patient Online Self-Reporting of Toxicity Symptoms during Chemotherapy’ Journal of 

Clinical  Oncology,  Volume  23  number  15.  Available  at: 

http://jco.ascopubs.org/content/23/15/3552.full.pdf  (Accessed: 9th March, 2011).  

K. Y. Nakajima, and H. T. Kurata, (2005) ‘A web-based incident reporting system and Multidisciplinary 

collaborative projects for patient safety in a Japanese hospital’ Qual Saf Health Care 2005;14:123–129. 

Available at: http://www.ncbi.nlm.nih.gov/pmc/articles/PMC1743978/pdf/v014p00123.pdf (Accessed: 9th 

March, 2011).  

Power Holding company of Nigeria (PHCN) (2011), ‘Online Complaint reporting system’ Available at:  

http://www.phcnonline.com/TIMSClient/(lscnyq45d2df3155zd2o4r3u)/GeneralComplain.aspx    

(Accessed: 11th March, 2011).  

http://www.sematech.org/docubase/document/2332agen.pdf
http://www.sematech.org/docubase/document/2332agen.pdf
http://jco.ascopubs.org/content/23/15/3552.full.pdf
http://jco.ascopubs.org/content/23/15/3552.full.pdf
http://www.ncbi.nlm.nih.gov/pmc/articles/PMC1743978/pdf/v014p00123.pdf
http://www.ncbi.nlm.nih.gov/pmc/articles/PMC1743978/pdf/v014p00123.pdf
http://www.phcnonline.com/TIMSClient/(lscnyq45d2df3155zd2o4r3u)/GeneralComplain.aspx
http://www.phcnonline.com/TIMSClient/(lscnyq45d2df3155zd2o4r3u)/GeneralComplain.aspx


 

 

      

  Academic Journal of Science, Engineering and Technology  

Vol. 8, Issue 3; May-June 2023;  

ISSN: 2837-2964  

Impact Factor: 6.67  

1252 Columbia Rd NW, Washington DC, United States  

https://topjournals.org/index.php/AJSET/index; mail: topacademicjournals@gmail.com   

  

37 | A c a d e m i c J o u r n a l o f S c i e n c e , E n g i n e e r i n g a n d T e c h n o l o g y  
| https://topjournals.org/index.php/AJSET  

East Sussex County council (2011), ‘Online Fault reporting system’ Available at: 

http://194.238.70.74/faultreport/FaultIntro.aspx  (Accessed: 11th March, 2011).  

Kent County Council (2011), ‘Online Fault reporting system’ Available at: http://www.kent.gov.uk/khsfaults/ 

(Accessed: 11th March, 2011).  

Mahanagar Telephone Nigam limited (MTNL) ‘Online Fault reporting system’ (2011), Available at: 

http://203.94.244.173:7777/vcare/index.jsp (Accessed: 12th March, 2011).  

City of London (2011) ‘Fault reporting system’ Available at: http://www.cityoflondon.gov.uk/faultreporting/ 

(Accessed: 12th March, 2011).  

Cabrini College USA (2011) ‘online reporting system’, Available at: https://app1.cabrini.edu/problemreporting/ 

(Accessed: 20th April 2011).  

NYSED  (2011),  ‘NYSD  online  problem  reporting  system’,  Available  at:  

https://secureforms.nysed.gov/ohe/tcert/technical.cfm (Accessed: 20th April 2011).  

Daeja Image System (2011) ‘Image system problem reporting system’, Available at:          

http://www.daeja.com/contact/problem-report.asp (Accessed: 20th April 2011).  

Tallahassee System, USA (2011).  ‘Tallahassee trouble reporting system’, Available at:           

http://www.talgov.com/trouble.cf  (Accessed: 20th April 2011).  

   

  

http://194.238.70.74/faultreport/FaultIntro.aspx
http://194.238.70.74/faultreport/FaultIntro.aspx
http://www.kent.gov.uk/khsfaults/
http://www.kent.gov.uk/khsfaults/
http://www.kent.gov.uk/khsfaults/
http://203.94.244.173:7777/vcare/index.jsp
http://203.94.244.173:7777/vcare/index.jsp
http://www.cityoflondon.gov.uk/faultreporting/
http://www.cityoflondon.gov.uk/faultreporting/
http://www.cityoflondon.gov.uk/faultreporting/
https://app1.cabrini.edu/problemreporting/
https://app1.cabrini.edu/problemreporting/
https://app1.cabrini.edu/problemreporting/
https://secureforms.nysed.gov/ohe/tcert/technical.cfm
https://secureforms.nysed.gov/ohe/tcert/technical.cfm
http://www.daeja.com/contact/problem-report.asp
http://www.daeja.com/contact/problem-report.asp
http://www.daeja.com/contact/problem-report.asp
http://www.daeja.com/contact/problem-report.asp
http://www.talgov.com/trouble.cf
http://www.talgov.com/trouble.cf

