Performance and Effectiveness Evaluation of the National Digital Samsat Using the PIECES Framework

Fitria, Rahma
Syakhila, Amanda
Yulisda, Desvina
Hussain, Azham
Febriandirza, Arafat

Innovation in Research of Informatics (INNOVATICS)
Vol 7, No 2 (2025): September 2025

This study evaluates the SIGNAL (National Digital Samsat) application using the PIECES framework, which includes six evaluation aspects: Performance, Information, Economics, Control, Efficiency, and Services. A questionnaire was distributed to 300 active users, and technical testing was conducted using Apptim to measure performance metrics. Results showed that most users were satisfied, with an average satisfaction score above 3.9 out of 5. Apptim test results also indicated stable technical performance, with average response times of 2.4 seconds, CPU usage at 18%, and memory usage at 170MB. However, minor issues related to document delivery delays, customer service responsiveness, and memory usage were identified. The study concludes that SIGNAL performs well overall and provides recommendations for targeted improvements to enhance efficiency and service quality.