Abstract
Abstract The integration of Information Technology in Business processes supports automation which eventually adds to its value. The Social Assistance Grants Empowerment (SAGE) is a Uganda government social protection programme in which it supports the elderly needy through disbursement of direct income. The programme is executed through five phases. It however encounters several challenges that this paper addresses by leveraging technology. Among the phases, the complaints and grievances phase presented unique challenges that required quick intervention. The decision was achieved through application of a rank matrix technique. Using BPR and design science methodologies, the C&G subprocess was reengineered, where new models were developed that informed the design of mobile and web applications to support the automation and process improvement. Moreover, simulation results from 2 scenarios are presented to compare the old and revised model. The revised model exhibited greater improvements where a case can be resolve in 8 days compared to over 2 months period in the old case. The tools are yet to be evaluated and fully deployed.
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