Towards a system redesign for better performance and customer satisfaction : a case study of the ICTS helpdesk at the University of Cape Town

Includes bibliographical references.This paper presents the findings from a study, which was carried out to investigate how the design of knowledge management systems could be improved for enhanced performance and greater customer satisfaction. The ICTS Department's helpdesk at the University of Cape Town, South Africa, was the venue for this case study. The study set out to meet the following objectives: - undertaking a knowledge acquisition strategy by carrying out a systems evaluation and analysis of the existing web-based user support system, - suggesting a knowledge representation model for an adaptive web-based user support system, and - developing and testing an online troubleshooter prototype for an improved knowledge use support system. To achieve the objectives of the study, knowledge engineering techniques were deployed on top of a qualitative research design. Questionnaires, which were supplemented by interview guides and observations, were the research tools used in gathering the data. In addition to this, a representative sample of the ICTS clientele and management was interviewed. It was discovered that poorly designed knowledge management systems cause frustration among the clientele who interact with the system. Specifically, it was found that the language used for knowledge representation plays a vital role in determining how best users can interpret knowledge items in a given knowledge domain. In other words, knowledge modelling and representation can improve knowledge representation if knowledge engineering techniques are appropriately followed in designing knowledge based systems. It was concluded that knowledge representation can be improved significantly if, firstly, the ontology technique is embraced as a mechanism of knowledge representation. Secondly, using hierarchies and taxonomies improves navigability in the knowledge structure. Thirdly, visual knowledge representation that supplements textual knowledge adds more meaning to the user, and is such a major and important technique that it can even cater for novice users

Demographic Data for Development: Uganda

A recent increase in decentralization and democratization in developing countries has expanded the role that data plays in informing policies and measuring program results. Increasingly, programs and policies are being assessed by their ability to reach goals that have evidence-based indicators. This growing focus on evidence places greater and greater demand on those who generate clear, timely, reliable, and relevant data. In an effort to strengthen data, initiatives around the globe, such as PARIS21 and Health Metrics Network, have been designed to increase access to and use of data by harmonizing measures, providing technical support in data collection, and increasing the dialogue between data producers and users. This report presents the Uganda findings of a qualitative study simultaneously conducted in Ethiopia, Ghana, and Senegal. The case studies aimed to develop a picture of the demand for data, access to data, quality of available data, and perceived supply and demand for demographic data in the four countries. These countries were chosen based on their upcoming censuses, identified statistical capacity, active engagement in the production of important data, and participation in international data initiatives

The Straight Talk Campaign in Uganda: Impact of mass media initiatives—Summary report

This Horizons study in Uganda found that exposure by adolescents to Straight Talk, a mass media initiative focused on adolescent sexual and reproductive health (ASRH), was associated with greater ASRH knowledge, a greater likelihood of having been tested for HIV, and more communication with parents about ASRH issues

Anti-microbial resistance in global perspective

This open access book provides an accessible introduction to the mechanics of international development and global health text for policy-makers and students across a wide range of disciplines. Antimicrobial resistance is a major threat to the well-being of patients and health systems the world over. In fragile health systems so challenged, on a day-today basis, by the overwhelming burden of both infectious and non-communicable disease, it is easy to overlook the impacts of AMR. The Maternal Sepsis Intervention, focusing on a primary cause of maternal death in Uganda, demonstrates the systemic nature of AMR and the gains that can be made through improved Infection Prevention Control and direct engagement of laboratory testing in antibiotic prescribing

Helping youth prevent HIV: An evaluation of the Straight Talk program in Uganda

Mass media initiatives are being implemented globally to provide information and foster HIV preventive behavior, however there has been limited evaluation of these efforts in sub-Saharan Africa. The Straight Talk (ST) program in Uganda has targeted youth with HIV and reproductive health (RH) information for over a decade. Evaluation results show positive associations between exposure to ST media and a number of key outcomes among youth, including sexual behavior, knowledge, and attitudes. In 2005–06, the Horizons Program conducted the first impact evaluation of the ST program in Uganda to document its effects on young people. This brief focuses on the findings of the adolescent survey. Overall, the study indicates that many Ugandan adolescents have benefited from ST products, and that greater exposure was associated with greater benefits. This includes less sexual activity among exposed males, and higher levels of HIV testing and RH knowledge among exposed youth. The ST program is using the results of the Horizons’ evaluation to strengthen the successful elements of its activities and address gaps

Antibiotic resistance profiles and population structure of disease-associated Staphylococcus aureus infecting patients in Fort Portal Regional Referral Hospital, Western Uganda

Tackling antimicrobial resistance (AMR) is particularly challenging in low-resource settings such as Fort Portal Regional Referral Hospital (FPRRH) in Western Uganda. Specific knowledge of local AMR epidemiology is required to inform evidence-based improvement of antibiotic stewardship measures in the hospital. To address this, we combined existing antimicrobial susceptibility testing (AST) from FPRRH, with whole genome sequencing (WGS) of 41 Staphylococcus aureus isolates (2017–2019). AST revealed 73 % (30 of 41) of isolates were resistant to one or more antibiotics and 29 % (12 of 41) were multi-drug resistant (MDR). Resistance phenotypes were largely explained by the presence of antibiotic resistance genes in WGS data. Five isolates were methicillin-resistant S. aureus (MRSA) and MDR. Although all isolates were susceptible to clindamycin, a 24 % carriage of erm genes suggests potential for rapid development of resistance. We inferred a population structure for the S. aureus isolates by comparing their core genomes. Twenty isolates formed a tight cluster corresponding to multilocus sequence typing clonal complex (CC) 152, a CC found to be particularly prevalent in northern Africa. The frequency of genes associated with methicillin, chloramphenicol and ciprofloxacin resistance were significantly lower among CC152 strains than non-CC152 strains; thus, in keeping with previous work, we find that CC152 is almost exclusively methicillin-sensitive S. aureus (MSSA). Also, in agreement with other studies, we observed that the occurrence of Panton–Valentine leukocidin toxin-encoding genes was significantly higher among CC152 strains than non-CC152 strains. However, we also observed that the coagulase gene was over-represented in this CC, further defining the virulence strategy of this important pathogen. By generating detailed information about the epidemiology of circulating S. aureus and their antibiotic susceptibility, our study has provided, for the first time, data on which evidence-based infection and AMR interventions at FPRRH can be based

Gender and Artisanal and Small-Scale Mining in Central and East Africa: Barriers and Benefits

Artisanal and small-scale mining (ASM) on the African continent is increasingly the focus of global, regional and national efforts aimed at regulating the sector as part of larger initiatives to increase national benefits from mining, while also addressing problems seen as linked to this form of mining such as violence and conflict. Women’s significant participation in artisanal mining (estimated at 25-50% or more of artisanal miners) is largely overlooked in these efforts. This paper draws from r