EVALUASI DAN PERANCANGAN SISTEM INFORMASI LAYANAN PENGADUAN (HELPDESK) BERBASIS WEBSITE (Studi Kasus : Kementerian Pertahanan Republik Indonesia)

Tiara Rafa Kaiza, . (2026) EVALUASI DAN PERANCANGAN SISTEM INFORMASI LAYANAN PENGADUAN (HELPDESK) BERBASIS WEBSITE (Studi Kasus : Kementerian Pertahanan Republik Indonesia). Tugas Akhir thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

Information and Communication Technology (ICT) complaint services at the Data and Information Center (Pusdatin) of the Ministry of Defense of The Republic of Indonesia has not run optimally because the complaint process is still carried out via WhatsApp and telephone so that the management of complaints has not been documented centrally and users have difficulty monitoring the status of complaint handling. This study aims to evaluate the running system and design a website-based helpdesk information system that is more structured and easier to use. The evaluation of both the existing and new systems was conducted using a User Centered Design (UCD) approach through observation, interviews, and usability testing using the System Usability Scale (SUS) method. Furthermore, the system was developed using the Waterfall method with native PHP and MySQL. The resulting system provides ticket submission features, real-time monitoring of complaint status, assignment of officers, management of FAQs, announcements, tutorials, and public aspirations. The results of testing using Black Box Testing show that all the main functions of the system run according to the needs that have been designed. Additionally, the final evaluation results indicate a significant increase in the SUS score comparison between the old system and the new system, proving that the system is easier to use and expected to help improve the effectiveness and transparency of ICT complaint services within the Ministry of Defense of The Republic of Indonesia.

Item Type: Thesis (Tugas Akhir)
Additional Information: [No.Panggil: 2310501116] [Pembimbing: Theresia Wati] [Penguji 1:Iin Ernawati] [Penguji 2:Rizky Tito Prasetyo]
Uncontrolled Keywords: Helpdesk, Information Systems, Ticketing, System Usability Scale, User Centered Design, Waterfall
Subjects: Q Science > QA Mathematics > QA75 Electronic computers. Computer science
Divisions: Fakultas Ilmu Komputer > Program Studi Sistem Informasi (DIII)
Depositing User: TIARA RAFA KAIZA
Date Deposited: 10 Sep 2026 01:16
Last Modified: 10 Sep 2026 01:16
URI: http://repository.upnvj.ac.id/id/eprint/51307

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