Implementation of e-Reports as a Means of Complaints for the Society

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Implementation of e-Reports as a Means of Complaints for the Society

Yuliadi¹, Mohammad Taufan Asri Zaen^2,*, Rodianto¹, Chalvin Bebby Febrianto¹

1 Fakultas Rekayasa Sistem, Informatika, Universitas Teknologi Sumbawa, Sumbawa, Indonesia

2 Sistem Informasi, STMIK Lombok, Lombok Tengah, Indonesia

Email: ¹[email protected], ^2,*[email protected], ³[email protected], ⁴[email protected] Coressponding Author: [email protected]

Submitted: 16/11/2022; Accepted: 29/11/2022; Published: 30/11/2022

Abstract−Marga Karya Village is one of the villages located in Moyo Hulu District, Sumbawa Regency. The problem in Marga Karya Village is that in serving society complaints it is still manual and not computerized, where people come directly to the village office during working hours. This makes the process of service and delivery of information slow because it is limited by space and time. In fact, several village problems require a quick response and handling. In addition, data collection on public complaints is still recorded in a ledger which is carried out repeatedly. Based on these village problems, an e-report is needed as a means of reporting public complaints and making it easier for village office staff to record and process complaints as well as a means of conveying information regarding complaints that have been executed by the village. The e-report for Marga Karya Village was built using the prototype development method, and the system design used the Unified Modeling Language (UML). E-Lapor consists of 2 (two) user groups, namely the society and village officials. Residents will be able to access features in the form of Village Profiles, Reports, Report Status, Gallery, Contacts and Login. Meanwhile, village officials will be able to access the Complaints feature, Manage Complaints, Complaint Reports and User Data. . With e-Report, it facilitates communication between residents and the village in the service of complaining about the condition of village facilities without time and space limits.

Keywords: Village; Public; E-Report; UML; Prototype

1. INTRODUCTION

Advances in information technology as part of globalization are inseparable from modern society. Currently, information technology is a mandatory requirement for society and the government as service providers to be more open in nature to become effective and efficient. By utilizing information technology to assist government agencies in carrying out governmental tasks, they can provide convenience in accessing information, especially information about the government [1].

In people's daily lives, public service is very important and has become a support in carrying out society activities.

In order to provide better public services, participation from the society is needed so that they can help and improve the government's performance in national development efforts. Public service is a type of service provided to the public, either by the private sector or by the government. The best service will have implications for public satisfaction with the service received [2].

Service to the society is one of the tasks that must be carried out by the regional government and the central government. The government has an important role in providing public services in accordance with what has been mandated in Law Number 25 of 2009 concerning public services, namely all forms of activity in the framework of regulating development, which is regulated by the government so that it is fulfilled or the needs of the society in accordance with applicable laws and regulations [3].

Marga Karya Village is one of the villages located in Moyo Hulu District, Sumbawa Regency, as a regional representative carrying out the authority to regulate and manage the village. At present, the problem in Marga Karya Village, namely serving public complaints, is still done manually and not yet computerized. In that period of time, there were approximately 30 complaints from the people who came to the Village Office a day, so that around 90 a month needed extra fast handling. To serve society complaints in the village is still limited in space and time, which is still reported directly to the village office during working hours.

Judging from the problems above, the researcher offers a solution that is later expected to be able to help the village government provide real-time public complaint services. With this research it is hoped that it will make it easier for the society to complain about problems that exist in the village of Marga Karya and make it easier for the village government.

With this application, if village officials are out of the village or out of town, they can directly see the complaints submitted by the society through this application without having to wait or convey them directly through village officials. It is hoped that the existence of this Society Complaint Service Application can make it easier for the Marga Karya Village Government to provide public complaint services so that it can improve the quality of public complaint services.

There are several studies that are used as references in this study, namely research entitled Web-Based Self-Service Systems in Village Offices. Research in this journal discusses village services that describe the identity of the village itself. So far, the letter-making service system at the Bengkalis Regency Village Office uses services in the form of a manual information system. The method used in this study uses the waterfall method [4].

Research is entitled Web-Based Information System for Complaints of Disruption of PDAM Tanah Laut.

Discussing disturbance complaints made by customers manually to the subscription relations section by coming directly to the PDAM Tanah Laut office, where then complaints will be distributed to the technical section. Based on these problems, a web-based information system for complaints of disturbances by PDAM Tanah Laut was built which can make it easier for customers to make complaints about disturbances and to facilitate officers in [5]. The research is entitled

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Web-Based Society Complaint Service System for GunungTanjung Village and SMS Gateway with the FIFO Queuing Method). Discussing with the Gunung Tanjung Village government that the existing public services are still receiving complaints, they have not been able to answer complaints submitted by the society. This causes people to be dissatisfied with their complaints [5].

Service to the society is one of the tasks that must be carried out by the regional government and the central government, which has an important role in providing public services as mandated in Law Number 25 of 2009 [3]. The village is a legal society unit that has regional boundaries to regulate and manage the tasks of the society interest with a national government system and is located in urban districts [6][7].

The database system is an important part of software for storing data so that it can be easily accessed, maintained and data or information and provided with it if needed [8]. MySQL is one of the SQL database management systems (database management system) or DBMS software that is multithreaded and multiuser [5]. Hypertext Preprocessor (PHP) is a server-side scripting language in web development that is embedded in dynamic HTML documents so that website maintenance becomes easier and more efficient [9][10][11].

Unified Modeling Language (UML) is a visual modeling system for specifying, describing, building and documentation in software development [12] [13]. The prototype method is a software development method that defines customer requirements in detail regarding features and functions that guide development [14] [15] [16].

2. RESEARCH METHODOLOGY

The research method used in this research is a qualitative method, because the data collection process is carried out by observation, interviews and documentation carried out at the research location, namely in Marga Village. Following are the steps taken in designing this complaint service application:

START

END Data Collection

Software Development

Methods

a. Observation b. Interview c. Documentation Qualitative

Prototype Method

a. Building prototypes b. Prototyping evaluation c. Encoding system d. System evaluation e. Using the system

Figure 1. Research Flow

Development uses this model method because the software produced is presented to the society and the society will provide input so that the software produced is in accordance with what the society wants. There are several steps in building a society complaint application in the village of Marga Karya using a prototype model, namely as follows:

a. Data collection

Customer needs are defined, namely the existence of reporting activities that occur within the Marga Karya village society.

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e. System evaluation

Applications that have been made prior to implementation are evaluated. In this evaluation, the Black Box Testing method is used. If there are parts of the application that are not appropriate, then changes are made to the application.

f. Using the system

At this stage, the implementation of e-reports to the government is carried out to be used in carrying out society services in the village of Marga Karya.

3. RESULT AND DISCUSSION

3.1 System Design a. Use Case Diagram

At the design stage, an overview of the use of the system will be given using the Use Case Diagram (UML). The following shows the Use Case.

Admin

Login

Dashbord

Managing

Eksport

Insert User Name and Password

Incoming Report

Not Responded

Already Responded

Delete

Details

Reply

Print Files

<<Extend>>

<<include>>

<<Extend>>

Society Open a Website

Home

Report

View

Method

Profile Open Report

Enter Complaint Number

<<Extend>>

Vision and mission

Organizational Structure

<<Extend>>

Figure 2. Use Case Diagram

Based on Figure 2 above, an officer can do some management. However, before carrying out this process, the officer is required to log in first. After a successful login, the officer can see incoming messages from the public who sent the complaint.

b. Activity Diagram

The Activity Diagram describes the activity of a system that is in the software. The following is the flow of the activity diagram on the system designed by the researcher.

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Figure 3. Activity Diagram

From the figure above, it is obtained that when the user accesses it, they must first open a web page, they will be faced with a home website, namely the report menu, see complaints, methods, and profiles. Then the user selects the report menu to fill in the complaint that he wants to complain about.

c. Sequence Diagram

The Sequence Diagram describes the behavior of objects in used cases by describing the life time of objects and messages sent and received between objects. The following shows the sequence diagram that the researcher designed.

Society

Main Menu Society Menu Report Proses View Form Report Information Sumited

1. Open Web Page

Database

2. Open Report Menu

3. Process Query

4. Get Data

5. Volume Data 6. Display Form Report

7. Insert Data Form Report

8. Sent Message Information

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+View()() +Print()() -Id_Divisi : int -Name_Divisi : bool

Divisi

+Reply()() +Delete()() -Id_Reporti : int -Id_Response : int -Response Name : long

Response

+View()() +Create()() +Print()() +Update()() -Id_Divisi : int -Id_Admin : int -Password : int -User Name : char

Admin +View()() +Print()()

«signal»-Insert()()

«signal»-Destination()() -Address : long -Email : char -Id : int -Content : long -Name : char -Status : char -Date : char -Phone : int -Destination : long

Service

Figure 5. Activity Diagram

Based on the picture above, the class diagram of the Marga Karya E-Report has 4 classes, namely the Division, Report, login, and response classes.

3.2 Implementation

Implementation is the stage of implementing a program that has been built in accordance with the design of the system that was previously designed. The implementation of the Marga Karya E-Report Application is as follows;

a. Home Implementation

The home page is the first page when the society (visitors) want to access the e-report for the purposes of reporting complaints to the village government. The following is the home view of the Marga Karya e-report:

Figure 5. Home view

Based on the picture above, when a visitor opens a web page it will be directed to the home page. The first process is that visitors open the browser application and type the URL in the address box to access the e-report.

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b. Report Implementation

The report implementation is a service in the application that is used by visitors to make complaints to the village administration regarding the complaints they are experiencing. The following is the appearance of the report from the Marga Karya e-report:

Figure 6. Report View

Based on the picture above, when a visitor wants to file a complaint, on the home screen there is a report menu and click on it.

c. Admin Dashboard Implementasi

Implementation of the Admin Dashboard is a special page for admins as e-report managers to manage data on e-reports related to responding to society reports and inputting data related to society services. The following is the appearance of the Admin Dashboard from the Marga Karya e-report:

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3.3 System Testing

System testing is a testing stage that functions to find out whether the system is made according to expectations or not. In testing this system, researchers used black box testing. As for some of the results of the test as follows:

Table 1. System Testing

Actor Action Which is expected Observation Conclusion

The visitor opens a web page

Displays the Home page or Main page

Accordance

Fill out the Report form

Displays the complaint form page

Accordance

View reports Displays the view complaint page

Accordance

Based on the table above, there are results from tests carried out on the visitor system, as follows:

The first test is carried out by visitors opening the web first in the hope that the home menu will appear and the results are in accordance. The second test is to fill out a complaint form in the hope that a complaint report form will appear and the results are appropriate. Complaints and the results are appropriate.

4. CONCLUSION

The research was conducted using qualitative methods and the results obtained based on observations and interviews conducted, it was known that the residents of Marga Karya village reporting complaints were still manual, so it took a long time and process, because. For making complaints, residents had to make a letter first and enter it into the new complaint box. It will be processed by the village staff and the results will be listed on the announcement board, so residents have to go to the village office to find out the information. For this reason, it is needed in order to facilitate complaint services from Marga Karya residents. From the results of the analysis and design of the system that has been carried out by the researchers, they concluded that the E-report application at the Marga Karya village office used the prototype method, which was built using the PHP programming language with the codeigniter framework, MsQL database, and was successfully tested using black box testing. This web-based E-Report application for the Marga Karya village office could be a model for further system development for later whether it is used or not by the Marga Karya village, so that when it is used it will be useful to make it easier for Marga Karya village officials to serve society complaints.

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