At the time of the present study, the system had encountered
significant difficulties. The computerisation of the complaint system
in 2006 proved to be so convenient for citizens that the number
of complaints increased dramatically. Because complaints were
handled on a case-by-case basis, it soon became impossible for
government managers to handle all the received complaints within
the prescribed time. Moreover, the increased complaint-handling
work load meant that agency managers did not have time to search
the complaint database for clues to the underlying causes of service-
system failures. It was apparent that there was a need for a
diagnostic model that was capable of analysing the complaint data
systematically and comprehensively with a view to diagnosing systemic
service failures within the entire organisation.