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All Journal Sinkron : Jurnal dan Penelitian Teknik Informatika Journal of Information Technology Ampera
Agustriani, Nyimas Hamidah Purnama
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Computer Science & IT

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Maturity Level Analysis of SPBE Service Domain Using Capability Maturity Model Integration at the Kominfo Palembang City Agustriani, Nyimas Hamidah Purnama; Titah, Titah; Sutabri, Tata
Sinkron : jurnal dan penelitian teknik informatika Vol. 9 No. 1 (2025): Research Article, January 2025
Publisher : Politeknik Ganesha Medan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33395/sinkron.v9i1.14307

Abstract

This journal aims to analyze the maturity level of the implementation of Electronic-Based Government Systems (EBS) in the service domain at the Communication and Information Technology Office of Palembang City. This research uses the Capability Maturity Model Integration (CMMI) approach to evaluate processes, identify weaknesses, and provide recommendations for improvement.  CMMI was chosen because it can measure process effectiveness and help organizations achieve optimal performance. The research was conducted using survey and interview methods to collect data related to SPBE implementation. The collected data was analyzed using the CMMI framework to determine the maturity level from level 1 (Initial) to level 5 (Optimizing). The results of the analysis show that the maturity level of the SPBE service domain at the Communication and Information Technology Office of Palembang City is at level 3 (Defined) with a maturity level value of 3.66 from a recapitulation of a value mapped to each process area: OPF, OPD, MA, CAR and PPQA. Some areas need to be improved, especially related to lack of clearly defined and consistently applied standard operating procedures (SOPs) leads to variations in service delivery and hampers the overall effectiveness of SPBE implementation, performance monitoring mechanisms such as tracking and evaluation of service delivery outcomes are inadequate which makes it difficult to assess the effectiveness of SPBE services, existing systems are not fully compatible or lack the necessary features to support technology integration within the SPBE framework leading to inefficiencies and failure to leverage technology to improve public services. This research contributes by providing strategic recommendations to improve the maturity of SPBE implementation at the Communication and Informatics Office of Palembang City. The recommendations given are increasing the capacity of human resources, consistent application of standard operating procedures (SOPs), and the use of more integrated technology to support more effective and efficient services. The results of this study are expected to serve as a guide for the Communication and Information Technology Office of Palembang City in implementing SPBE more optimally.
Analisis Domain Deliver, Service dan Support Untuk Pengukuran Kualitas Layanan E-Government Menggunakan Framework Cobit 5.0 Agustriani, Nyimas Hamidah Purnama; Sutabri, Tata
Journal of Information Technology Ampera Vol. 5 No. 1 (2024): Journal of Information Technology Ampera
Publisher : APTIKOM SUMSEL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51519/journalita.v5i1.514

Abstract

Studi ini memfokuskan pada pengembangan kerangka kerja untuk meningkatkan kualitas layanan e-Government di Dinas Kominfo Kota Palembang, menggunakan domain Deliver, Service and Support (DSS) dari COBIT 5.0. Tujuannya adalah untuk memastikan layanan kepada masyarakat mencapai kualitas yang optimal. Metodologi penelitian ini melibatkan analisis tingkat kapabilitas tata kelola teknologi informasi, khususnya dalam pengelolaan operasi, layanan, dan keamanan. Hasil menunjukkan bahwa Dinas Kominfo beroperasi pada level kapabilitas 3 dan 4, yang menandakan implementasi teknologi informasi yang terkelola dan terukur. Proses seperti pengelolaan operasi, permintaan layanan, dan insiden berada pada level 3; sedangkan pengelolaan masalah, kelanjutan, keamanan, dan kontrol proses bisnis berada pada level 4. Kesimpulannya, penerapan kerangka kerja COBIT 5.0 secara efektif meningkatkan kualitas layanan e-Government, dengan pengelolaan yang baik dan output yang sesuai standar layanan teknologi informasi yang diharapkan. This study focuses on developing a framework to enhance the quality of e-Government services at the Palembang City Communication and Informatics Agency, using the Deliver, Service and Support (DSS) domain from COBIT 5.0. The goal is to ensure that services to the community achieve optimal quality. The research methodology involves analyzing the level of information technology governance capability, especially in managing operations, services, and security. Results indicate that the Agency operates at capability levels 3 and 4, signifying well-managed and measurable information technology implementation. Processes such as operations management, service requests, and incidents are at level 3; while problem management, continuity, security, and business process control are at level 4. In conclusion, the application of the COBIT 5.0 framework effectively enhances the quality of e-Government services, with proper management and outputs that meet the expected information technology service standards.
Co-Authors Tata Sutabri Titah, Titah