Implementing a Web-Based Digital Service System with User Assistance for Service Administration

Mas Ayoe Elhias Nst; Lili Tanti; Budi Triandi; Rehan Nurli Pramudita Ginting

doi:10.55537/j-ibm.v6i2.1823

Authors

Mas Ayoe Elhias Nst Universitas Potensi Utama
Lili Tanti Universitas Potensi Utama
Budi Triandi Universitas Potensi Utama
Rehan Nurli Pramudita Ginting Universitas Potensi Utama

DOI:

https://doi.org/10.55537/j-ibm.v6i2.1823

Keywords:

web application, organizational digitalization, service administration, operational manual, user support

Abstract

This community service program implemented and disseminated a web-based digital service system at PT XXX to integrate catalog management, service requests, status monitoring, communication, document submission, and reporting. A participatory, descriptive-evaluative approach was used through needs assessment, system review, preparation of role-based manuals, demonstrations, guided simulations, and observation. Activities involved four partner personnel over two days. Evaluation covered seven core activities and classified 28 task-participant observations as completed independently, completed with assistance, or not completed. Results showed that 21 observations (75%) were completed independently, seven (25%) with assistance, and none were incomplete. The system and manuals therefore supported the initial implementation of a structured service workflow during the assisted simulation. These findings do not demonstrate improvements in efficiency, satisfaction, or operational performance because no baseline, processing-time, error-rate, or longitudinal usage data were collected. Further evaluation using usage logs, usability measures, and follow-up monitoring is required.

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