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All Journal El-Mujtama: Jurnal Pengabdian Masyarakat
Khoirunnisa, Asy Syaffa
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Religion Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Social Sciences

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Implementasi Sistem Antrian Online dan On-site di Kelurahan Gebang Putih Surabaya untuk Meningkatkan Efisiensi Layanan Publik Aziz, Adam Shidqul; Mubtadai, Nur Rosyid; Permatasari, Desy Intan; Saputra, Ferry Astika; Syarif, Iwan; Fariza, Arna; Al Rasyid, M. Udin Harun; Kusuma, Selvia Ferdiana; Sumarsono, Irwan; Ahsan, Ahmad Syauqi; Sa'adah, Umi; Yunanto, Andhik Ampuh; Primajaya, Grezio Arifiyan; Edelani, Renovita; Ramadijanti, Nana; Khoirunnisa, Asy Syaffa; Alfaqih, Wildan Maulana Akbar; Al Falah, Adam Ghazy
El-Mujtama: Jurnal Pengabdian Masyarakat  Vol. 5 No. 2 (2025): El-Mujtama: Jurnal Pengabdian Masyarakat
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/elmujtama.v5i2.6239

Abstract

Digitalization is an important step in improving the efficiency of public services, particularly in managing queues in government institutions such as sub-district offices. Kelurahan Gebang Putih Surabaya faces significant challenges in managing its manual queue system, which often results in discomfort for the public due to long waiting times, exceeding 5 minutes. This reduces public satisfaction and causes inefficiencies in the queue process. To address this issue, this study aims to develop and implement a digital queue system that can be accessed both online and on-site, using the User-Centered Design (UCD) approach. This approach ensures that every aspect of the system's design and development focuses on user needs through an iterative process, where the design is adjusted based on direct feedback from users. The proposed solution in this study includes the creation of a mobile and website-based queue system, allowing the public to easily take a queue number online and also enabling quick on-site queueing with a wait time of less than 10 seconds. Another advantage of this system is its automated reporting feature, which facilitates documentation and queue reports, thereby accelerating administration and monitoring to the city government. The results show that the implementation of this system significantly reduces the queue-taking time from over 5 minutes to less than 10 seconds, successfully transforming the manual system into a more efficient digital system, and streamlining the reporting process to the government, which in turn improves the quality and satisfaction of public services.
Pengembangan dan Implementasi Chatbot Pelayanan Masyarakat Berbasis Dialogflow 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; Khoirunnisa, Asy Syaffa; Alfaqih, Wildan Maulana Akbar; Al Falah, Adam Ghazy
El-Mujtama: Jurnal Pengabdian Masyarakat  Vol. 5 No. 1 (2025): El-Mujtama: Jurnal Pengabdian Masyarakat
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/elmujtama.v5i1.6262

Abstract

Residents of Gebang Putih, Surabaya, often face challenges in accessing administrative information, such as procedures for creating ID cards, updating family data, and registering for marriage. To address these issues, a chatbot based on Dialogflow was developed and integrated with the Telegram platform and a mobile application called Kagapi. This study included data collection from official government websites, interviews with local office staff, and dataset preparation for chatbot training. The results showed that the chatbot achieved a 92% accuracy rate in understanding and responding to user queries, with an average response time of 2-3 seconds. Integration with the mobile application expanded service features, including online queue management. Testing and evaluation by local office staff and residents indicated that the chatbot improved information accessibility and service efficiency by up to 80%. This chatbot demonstrates the potential to serve as an innovative solution in enhancing public service transparency and accessibility.
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

Show Abstract | Download Original | Original Source | Check in Google Scholar

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 Ahsan, Ahmad Syauqi Al Falah, Adam Ghazy Alfaqih, Wildan Maulana Akbar Andhik Ampuh Yunanto Arna Fariza Aziz, Adam Shidqul Desy Intan Permatasari, Desy Intan Edelani, Renovita Ferry Astika Saputra Humaira, Fitrah Maharani Ira Prasetyaningrum iwan Syarif Kusuma, Selvia Ferdiana M Udin Harun Al Rasyid, M Udin Harun Martono, Hero Yudo Nailussa’ada, Nailussa’ada Nana Ramadijanti, Nana Nur Rosyid Mubtadai, Nur Rosyid Primajaya, Grezio Arifiyan Sa'adah, Umi Santoso, Dian Septiani Sumarsono, Irwan Wibowo, Prasetyo