การพัฒนาระบบบริหารจัดการคำขอรับบริการภายในองค์กรเพื่อยกระดับประสิทธิภาพและคุณภาพการให้บริการ: กรณีศึกษา CF-HelpHub

Abstract

This development research aimed to (1) develop a digital internal service request management system, (2) analyze system usage in terms of request volume, service categories, operational status, and completion time, and (3) analyze user satisfaction as a preliminary indicator of service quality, based on post-service ratings and comments recorded through the system. The CF-HelpHub system was developed using Microsoft SharePoint, Power Apps, and Power Automate as a centralized Single Point of Contact platform, supporting the complete service request lifecycle from submission, service classification, staff assignment and notification, request forwarding, and status tracking through to post-service evaluation linkage. Data were derived from service request records and post-service evaluation records stored in the system between January 1 and March 31, 2026, and analyzed using descriptive statistics including frequency, percentage, mean, and median. The results showed that (1) CF-HelpHub supports a complete service request management workflow on the Microsoft Power Platform, (2) of 517 total service requests, 417 were completed (80.66%), with a median completion time of 2.95 days, and (3) based on 245 post-service evaluation records with complete satisfaction ratings, the average satisfaction score was 4.95 out of 5. These findings indicate that CF-HelpHub supports systematic internal service request management, improves status tracking, helps reduce the likelihood of request omission through centralized request storage, and enables data-driven service improvement within the organization.