Improvement of information quality in digital forensic guideline to increase user satisfaction at digital forensic department MCMC

Abstract

This research focuses on improvement of information quality in digital forensic guideline to increase user satisfaction at Digital Forensic Department (DFD) Malaysian Communications and Multimedia Commission (MCMC). Due to the lack of clear guidelines, most users of digital forensic services at MCMC DFD fail to supply adequate documents and information when requesting digital forensic support. As a result, the problem has disrupted the digital forensic analysis process and has left its users dissatisfied because their cases were not accepted. There are three objectives in this research: To identify the documents and information that are most often not supplied when applying for digital forensic support, to identify the improvement of the quality of the information in the new digital forensic support application guideline, and to measure the user satisfaction when following and using the improved guideline. The interview session was conducted involving 3 personnel from MCMC DFD and the data was analyzed using NVivo. The questionnaires distributed pre-intervention and post-intervention to 15 investigation officers that using MCMC DFD services this year to assess level of information quality with the user satisfaction, and data was analyzed using SPSS for descriptive analysis and to measure the improvement. The results of the interview found out that the factors contributing to the problem is in terms of lacking in documents and information when requesting for digital forensic support. From the analysis, the data from pre and post intervention shows improvement of information quality in the new guideline and user satisfaction. The research shows the importance of the information quality in the digital forensic support request guideline. The research will lead to the improvement of user satisfaction and MCMC DFD digital forensic services. The conducted research may serve as a model for other research and services by replicating the study procedure or intervention program.