Design Of Information Flow For Handling Installation Issues Of Indihome At PT Telkom Akses Palu

Resti Widyastuti Hi. Husen (Program Studi S1 Ekonomi Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Tadulako)
Asngadi Asngadi (Jurusan Ekonomi Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Tadulako)
Saharuddin Kaseng (Jurusan Ekonomi Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Tadulako)
Kadek Agus Dwiwijaya (Jurusan Ekonomi Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Tadulako)

EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis
Vol 14 No 1 (2026): Januari

This study aims to redesign the information flow in handling installation-related obstacles for Indihome services at PT Telkom Akses Palu. Based on the obstacle data from October 2024 to February 2025, technical issues were the most dominant, followed by customer-related problems, while system-related issues were the least frequent. These findings indicate that most problems stem from suboptimal, fragmented, and non-integrated real-time information flow between departments. Using a descriptive qualitative method, this study analyzes the current system and identifies bottleneck points in the communication flow. The result is a proposed digital-based integrated information system design, emphasizing the role of the Helpdesk as a central coordinator. The system is expected to enhance the effectiveness, efficiency, and response speed in problem-solving and support digital transformation efforts within PT Telkom Akses Palu.