Analisis dan Perancangan Sistem Informasi Layanan Pelanggan pada PT. PLN (Persero) UP3 Rantauprapat Berbasis Website

Authors

  • Halin Khoirot Sipahutar Universitas Islam Negeri Sumatera Utara

DOI:

https://doi.org/10.62287/marhalado.v3i2.221

Keywords:

customer service information system, website, PT. PLN (Persero), waterfall method, UML

Abstract

PT. PLN (Persero) UP3 Rantauprapat, as an electricity service provider with a growing number of customers, still relies on largely manual customer service processes, resulting in slow responses to customer complaints, limited transparency of outage and maintenance information, and minimal direct interaction between customers and the company. This study aims to analyze and design a website-based Customer Service Information System for PT. PLN (Persero) UP3 Rantauprapat. The Research and Development (R&D) method was used, combining field observation, interviews, and literature study, with system development carried out using the Waterfall model consisting of requirements analysis, system design, coding, testing, and deployment. System design was modeled using Unified Modeling Language (UML) diagrams, namely use case, activity, sequence, and class diagrams. The resulting system is managed by two types of users, Admin and Customer, and consists of a dashboard, service data, customer data, and complaint data menus equipped with a login feature. The system successfully addressed most of the identified problems by speeding up data management and complaint handling, and is expected to serve as a reference for further development of digital customer service at PT. PLN (Persero) UP3 Rantauprapat.

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Published

2025-05-26

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Vol. 3 No. 2 (2025): Mei: MARHALADO: Jurnal Pengabdian Kepada Masyarakat

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