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All Journal Jurnal Teknologi Informasi dan Ilmu Komputer Jurnal Edukasi dan Penelitian Informatika (JEPIN) Register: Jurnal Ilmiah Teknologi Sistem Informasi JOIV : International Journal on Informatics Visualization Kinetik: Game Technology, Information System, Computer Network, Computing, Electronics, and Control J-SAKTI (Jurnal Sains Komputer dan Informatika) JIPI (Jurnal Ilmiah Penelitian dan Pembelajaran Informatika) Jurnal IMPACT: Implementation and Action J-SAKTI (Jurnal Sains Komputer dan Informatika) Insearch: Information System Research Journal Prosiding SEMNAS INOTEK (Seminar Nasional Inovasi Teknologi) El-Mujtama: Jurnal Pengabdian Masyarakat
Kusuma, Selvia Ferdiana
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Religion Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Mathematics Mechanical Engineering Social Sciences Transportation Other

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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 Abdillah, Abid Famasya Agung Teguh Wibowo Almais Agustono Heriadi, Agustono Ahsan, Ahmad Syauqi Al Falah, Adam Ghazy Alfaqih, Wildan Maulana Akbar Ali Ridho Barakbah Aminulloh, Septian Wijaya Andhik Ampuh Yunanto Arna Fariza Ashafidz Fauzan Dianta, Ashafidz Fauzan Aziz, Adam Shidqul Basuki, Setio Chastine Fatichah Daniel Oranova Siahaan Desy Intan Permatasari, Desy Intan Edelani, Renovita Entin Martiana Kusumaningtyas Fadelis Sukya, Fadelis Ferry Astika Saputra Halimahtus Mukminna, Halimahtus iwan Syarif Khoirunnisa, Asy Syaffa Kindarya, Fabyan M Udin Harun Al Rasyid, M Udin Harun Mohammad Farid Naufal, Mohammad Farid Nana Ramadijanti, Nana Nur Rosyid Mubtadai, Nur Rosyid Perdananto, Bayu Rizki Primajaya, Grezio Arifiyan Putra, Putu Aditya Riva Ramadhan, Rizal Furqan Ratna Widyastuti, Ratna Ratri Enggar Pawening Rinanza Zulmy Alhamri, Rinanza Zulmy Rohman Dijaya Sa'adah, Umi Sumarsono, Irwan Vernolyo, Panji Yumadana Wibowo, Prasetyo