Penerapan Sistem Pengaduan Pelanggan Berbasis Website untuk Meningkatkan Responsivitas Layanan di PDAM Tirtanadi

Abstract

This community service activity was carried out at PDAM Tirtanadi Padang Bulan Branch, North Sumatra, particularly in the General Affairs Section that handles customer complaint correspondence. The partner faced a problem in which the customer complaint service was still conducted manually: customers had to come directly to the office, fill out a paper complaint form, and wait while the form was recorded in an agenda book, forwarded for a referral letter, and approved by the Branch Head before being processed by the Customer Relations Section. This manual flow made the service slow and inefficient. This activity aimed to design and implement a web-based customer complaint information system to replace the manual process. A qualitative method was used through observation, interviews, and literature review, while the system was developed using the Waterfall method covering requirements analysis, system design, implementation, testing, and maintenance. The resulting system serves three types of users: Customers, who can register, log in, submit complaints, and track their status; Admin (Customer Relations), who manage incoming complaints, customer data, complaint categories, and export reports; and the Branch Head, who monitors complaint reports and recapitulations. This system helps the partner speed up complaint handling, provide more transparent status tracking for customers, and support more systematic evaluation and decision-making by management at PDAM Tirtanadi Padang Bulan Branch.