Paper forms were used to report customer incidents, making it challenging to track the incidents, share information among branches, and analyze trends. To streamline the process and enhance information sharing, an online system was developed in-house to convert the paper forms online, build a database, and provide search and view functions.

The online system provides an online form for Information Service staff-in-charge to enter new incidents and edit entries they’ve previously submitted if new information becomes available. Automatic email notices are sent to different levels of management depending on the severity of the incident. Management can view and search the database.

The online form includes user-friendly HTML input fields allowing for single and multiple choices, such as a calendar to pick the date of the incident, a dropdown list of time slots to select the approximate time, text boxes to enter information and descriptions, and the ability to upload files.

The system allows searches by various fields such as date, branch, incident severity, incident type, action taken, etc. A database of the incidents is built in MySQL, and the online form, view and search functions are coded in PHP and JavaScript.
(The system is on the VPL intranet and is not publicly accessible, so no website link can be provided.)

Since its launch, 378 incidents have been reported using the online tool. Library management responds quickly to staff if support is needed upon receiving the automatic email notices. Management uses the system to review and track incidents and analyze trends. This also allows management to track and share information about incidents across multiple locations.