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All Journal Jupiter Techno.Com: Jurnal Teknologi Informasi JUTI: Jurnal Ilmiah Teknologi Informasi Scan : Jurnal Teknologi Informasi dan Komunikasi Jurnal Teknologi Informasi dan Ilmu Komputer Jurnal Sistem dan Informatika POROS TEKNIK Jurnal Informatika Indonesian Journal on Software Engineering (IJSE) Jurnal Informatika Universitas Pamulang Antivirus : Jurnal Ilmiah Teknik Informatika REMIK : Riset dan E-Jurnal Manajemen Informatika Komputer Teknika El-Mujtama: Jurnal Pengabdian Masyarakat Informatics, Electrical and Electronics Engineering Jurnal Pengabdian pada Masyarakat Ilmu Pengetahuan dan Teknologi Terintegrasi Sewagati El-Mujtama: Jurnal Pengabdian Masyarakat
Andhik Ampuh Yunanto
Politeknik Elektronika Negeri Surabaya
Religion Arts Humanities Automotive Engineering Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Dentistry Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Library & Information Science Public Health Social Sciences Other

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Optimasi Chatbot Layanan Informasi Publik Berbasis Button-Based Interaction di Kelurahan Gebang Putih Surabaya Nailussa’ada, Nailussa’ada; Martono, Hero Yudo; Yunanto, Andhik Ampuh; Wibowo, Prasetyo; Santoso, Dian Septiani; Prasetyaningrum, Ira; Humaira, Fitrah Maharani
El-Mujtama: Jurnal Pengabdian Masyarakat  Vol. 6 No. 1 (2026): El-Mujtama: Jurnal Pengabdian Masyarakat
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

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Abstract

This community service study describes the optimization of a public information service chatbot in Gebang Putih Urban Village, Surabaya. The previous Telegram-based chatbot relied on command-based interaction, requiring citizens to type specific keywords and read long messages, which likely increased interaction cost. The study aims to transform the chatbot into button-based interaction and redesign its information architecture so that services are organized hierarchically and presented in shorter steps. A descriptive qualitative research and development (R&D) approach is applied at the development and internal validation stage. Service content is aligned with the official SSWALFA portal and the Surabaya Dukcapil website, and implemented using the low-code platform ManyChat. The resulting chatbot features more structured interaction flows, with clearer service categories, requirements, and procedures. These design improvements are expected to reduce interaction cost and enhance the potential usability of the chatbot.
Optimasi Sistem Antrian Digital Terintegrasi Fitur Chat pada Layanan Kelurahan Gebang Putih Berbasis User-Centered Design Aziz, Adam Shidqul; Mubtadai, Nur Rosyid; Permatasari, Desy Intan; Saputra, Ferry Astika; Syarif, Iwan; Fariza, Arna; Al Rasyid, M. Udin Harun; Ramadijanti, Nana; Sumarsono, Irwan; Ahsan, Ahmad Syauqi; Sa'adah, Umi; Yunanto, Andhik Ampuh; Kusuma, Selvia Ferdiana; Primajaya, Grezio Arifiyan; Edelani, Renovita; Khoirunnisa, Asy Syaffa; Al Falah, Adam Ghazy
El-Mujtama: Jurnal Pengabdian Masyarakat  Vol. 6 No. 1 (2026): El-Mujtama: Jurnal Pengabdian Masyarakat
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

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Abstract

Digital transformation in the public sector has encouraged the development of queuing systems that not only organize service flows but also provide faster and more accurate access to information for citizens. Gebang Putih Urban Village, a community partner of the Electronic Engineering Polytechnic Institute of Surabaya (PENS), implemented a digital queuing system based on Android and web platforms in 2024; however, the system still had limitations in terms of responsiveness and communication channels with citizens. This community service activity focuses on the technical optimization of the queuing system by integrating a chat-based interaction feature into the mobile application and simplifying the queue number retrieval flow through conversational interaction. The system was developed using a User-centered design (UCD) approach, with key stages including needs analysis based on the evaluation of the previous system, design of a new system architecture, implementation of chat integration, and internal testing with urban village officers as key users. The optimization results cover three main technical aspects: (1) integration of the chat service module into the mobile application without modifying the core queuing logic, (2) a queue number retrieval feature via chat that is directly connected to the digital queuing module, and (3) a two-way chat channel between citizens and officers facilitated through a web-based dashboard. Internal trials indicate improvements in service workflows, reduced face-to-face interactions for simple inquiries, and increased staff understanding of how to use the digital system. From a community engagement perspective, this work represents a development and capacity-building phase that strengthens officers’ ability to manage technology-based services and provides a technical foundation that is ready to be disseminated and replicated in other urban villages with minimal adaptation.
Co-Authors ., Nailussa’ada Adam Shidqul Aziz Adhiemas Andira Anantha Putra Aditama, Darmawan Aditya Wahyu Nugraha Aditya Yogi Dwi Nugraha Afifah, Amalia Ahmad Syauqi Ahsan Ahsan, Ahmad Syauqi Aji , Rendra Suprobo Akbar, Rizky Januar Al Falah, Adam Ghazy Al, Mohammad Jawahir Alfaqih, Wildan Maulana Akbar Ali Ridho Barakbah Arna Fariza Arrochim, Jihan Ghaniyyah Putri Asmara, Rengga Aziz, Adam Shidqul Basofi, Arif Bilqis Amaliah Binti Khoirunnisa Bitafsaji, Ashitak Marchi Damastuti, Fardani Annisa Daniel Oranova Darlis Herumurti Darmawan, Zakha Maisat Eka Desy Intan Permatasari Desy Intan Permatasari Desy Intan Permatasari, Desy Intan Dina Ayu Fitriana Edelani, Renovita Entin Martiana Kusumaningtyas Fadilah Fahrul Hardiansyah Fadilah Fahrul Hardiansyah Fadilah Fahrul Hardiansyah Fadilah Fahrul Hardiansyah, Fadilah Fahrul Fathoni, Kholid Fauzy, Aryazaky Iman Ferry Astika Saputra Hadziq Fabroyir Hasnaa, Rosyiidah Hazna At Thooriqoh Hero Yudo Martono Humaira, Fitrah Maharani Ikawati, Yunia Imam Kuswardayan Imam Kuswardayan Ira Prasetyaningrum Ira Prasetyaningrum Irma Wulandari iwan Syarif Jauari Akhmad Nur Hasim Jauari Akhmad Nur Hasim Jihan Ghaniyyah Putri Arrochim Kevin Juliandito Suhartono Khofifah Vionillah Fauzia Khoirunnisa, Asy Syaffa Khoirunnisa, Binti Kindarya, Fabyan Kusuma, Selvia Ferdiana Kusumaningtyas, Amalia M Udin Harun Al Rasyid, M Udin Harun Majid, Nur Syaela Martono, Hero Yudo Maulidan Bagus Afridian Rasyid Mega Putri Rahmawati Darta Mochammad Farhan Alfiansyah Mohammad Robihul Mufid Monica Kristania Mubarok, Akhmad Romdhoni Mubarok, Ilham Muhammad Ali Wildan Muhammad Fajar Mukhti Muhammad Reza Pahlevi Nadhif Nadhif Nailussa'ada Nailussa'ada Nailussa`ada Nailussa’ada . Nailussa’ada, Nailussa’ada Nana Ramadijanti, Nana Nugraha, Aditya Yogi Dwi Nur Rosyid Mubtadai, Nur Rosyid Panggalih, Bintang Ampuh Prasetyo Prasetyo, Edy Eko Pratama, Borneo Satria Pratama, Chrysna Ardy Putra Primajaya, Grezio Arifiyan Rafly Arief Kanza Ramadhany Candra Arif Putra Ridho Rahman Hariadi Rizki Dwi Lestari Rizki Dwi Lestari Rizky Yuniar Hakkun Sa'adah, Umi Sabila Jamal Saniyatul Mawaddah Santoso, Dian Septiani Sariati Sariati, Sariati Sarwosri Sarwosri Shihab, Dufan Quraish Shintawati, Wella Putri Sinta Apriliya Tri Prastiani Siska Arifiani Siti Rochimah Subara, Deni Sudaryanto, Aris Sumarsono, Irwan Sylvi Indryana Safira Taufiq Hidayatullah Tri Hadiah Muliawati, Tri Hadiah Umi Sa'adah Umi Sa'adah Veha Ramadhan Desendaya Wahyu Puji Ramadhan Wibowo, Prasetyo Wildan, Muhammad Ali Wiratmoko Yuwono Wiratmoko Yuwono Wulandari, Irma Yanuar Risah Prayogi Yanuar Risah Prayogi Yuhana, Umi Laili Yusma Rohmatus Sholikha Zufar, Farhan Izzudin Az Zulhaydar Fairozal Akbar