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

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.