<![CDATA[The PLN Mobile application currently faces operational problems, specifically ticket closure status desynchronization and high recurring complaints. This study aims to evaluate the capability level of the complaint monitoring system using the COBIT 5 framework, strictly focusing on the DSS02 domain. The research method involved observation, interviews, and direct-question formatted questionnaires distributed to 100 active customer respondents for the Q1 data period. The analytical techniques used included validity and reliability testing, Capability Level measurement, and Gap Analysis, wherein statistically invalid data were excluded to maintain measurement integrity. The research results indicate that the overall capability level reached Level 4 (Predictable Process) with a score of 3.58. However, there is a gap of 1.42 from the Level 5 target, with the most significant deficiency found in the ticket closure mechanism (DSS02.06, score 2.97). Integrating a two-way validation feature is highly recommended to resolve these recurring issues.]]>
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