The importance of software maintenance in a software development environment is a long term and continuous
activity for improvement. The service quality of the software
maintenance provided in which involving helpdesk, programmer
and software analyst should be measured in order to satisfy users who use the software. In this paper, we propose a software measurement program for product improvement in order to maximize the user satisfaction where one government agency is selected as our case study. Our measurement plan is based on Goal Question Metric (GQM) approach. Results from this measurement program with some meaningful quantitative
analysis has given an achievable roadmap for the organization to plan for next improvement activities toward their goals
