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All Journal Sistemasi: Jurnal Sistem Informasi Journal of Artificial Intelligence and Engineering Applications (JAIEA)
Tumbo, Sinta
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Automotive Engineering Computer Science & IT Control & Systems Engineering Electrical & Electronics Engineering

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Development of a Complaint Application for the Education Agency Using the Agile Development Method Tumbo, Sinta; Medi Hermanto Tinambunan
Journal of Artificial Intelligence and Engineering Applications (JAIEA) Vol. 5 No. 2 (2026): February 2026
Publisher : Yayasan Kita Menulis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59934/jaiea.v5i2.1935

Abstract

The rapid advancement of information technology has driven changes in performance and problem solving in society and government agencies. In the education sector, the Education Office, as the main service provider, requires an effective complaint mechanism for students, teachers, employees, and the community. The current complaint method still often relies on face-to-face submission, which causes problems such as difficulty in tracking the status of complaints, poor documentation, and limitations in evaluating the quality of complaint handling. This study aims to develop a web-based complaint application to digitize and harmonize the complaint process at the Minahasa Regency Education Office. The Agile Development method was used due to its iterative, flexible, and collaborative nature, allowing for the gradual development of features based on direct feedback from stakeholders. Data collection techniques included observation, interviews, documentation studies, and literature studies. The system was designed using UML diagrams, including Use Case, Activity, Sequence, and Class diagrams. Development was carried out in sprints, focusing on core features: user registration with NIK verification, complaint submission and tracking, and an admin dashboard for complaint management. Functional testing using the Black-Box method confirmed that all key features operate correctly as required. The resulting application successfully transformed the manual complaint process into a more structured, transparent, and efficient digital system, thereby contributing to improved public service quality in the field of education.
Implementation of Random Forest for Predicting Complaint Handling Priorities at the Minahasa Education Office Tumbo, Sinta; Tinambunan, Medi Hermanto; Santa, Kristofel
Sistemasi: Jurnal Sistem Informasi Vol 15, No 3 (2026): Sistemasi: Jurnal Sistem Informasi
Publisher : Program Studi Sistem Informasi Fakultas Teknik dan Ilmu Komputer

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32520/stmsi.v15i3.6060

Abstract

Public service delivery in the education sector requires government institutions to handle public complaints promptly and accurately. However, the Minahasa Regency Education Office still faces challenges in determining complaint handling priorities, which are often subjective and manually assigned. This condition may lead to delays in addressing urgent complaints. This study aims to implement the Random Forest algorithm to objectively predict complaint handling priorities based on data. The research methodology includes collecting a dataset of 500 public complaints with six attributes: complaint type, violation level, work unit, follow-up action, outcome, and priority. The process involves data preprocessing, splitting the dataset into training and testing sets, building the Random Forest model, and evaluating its performance. Data processing and modeling were conducted using Jupyter Notebook within the Anaconda environment. Model performance was evaluated using accuracy, confusion matrix, precision, recall, and F1-score metrics. The results show that the Random Forest algorithm achieved an accuracy of 100%, with precision, recall, and F1-score values of 1.00 across all priority classes. These findings indicate that the model demonstrates excellent and stable classification performance. Therefore, it can serve as a foundation for developing a decision support system to improve the effectiveness and quality of public service delivery at the Minahasa Regency Education Office.
Co-Authors Kristofel Santa Medi Hermanto Tinambunan Tinambunan, Medi Hermanto