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All Journal Jurnal IPTEK Bagi Masyarakat
Rehan Nurli Pramudita Ginting
Universitas Potensi Utama
Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Education Mechanical Engineering Physics Public Health Social Sciences

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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
Jurnal IPTEK Bagi Masyarakat Vol 6 No 2 (2026)
Publisher : Ali Institute of Research and Publication

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55537/j-ibm.v6i2.1823

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.
Co-Authors Budi Triandi Lili Tanti Mas Ayoe Elhias Nst