Analisis Infrastruktur TI Lapak Aduan Banyumas Diskominfo Kabupaten Banyumas Menggunakan SWOT dan Value Chain untuk Evaluasi Layanan Publik
DOI:
https://doi.org/10.61132/merkurius.v4i1.1377Keywords:
IT Infrastructure, Lapak Aduan Banyumas, Public Services, SWOT Analysis, Value ChainAbstract
This study aims to explore the condition of information technology infrastructure and to evaluate the extent to which the Lapak Aduan Banyumas service, managed by the Department of Communication and Informatics of Banyumas Regency, operates effectively. The study employs SWOT and Value Chain analysis approaches. A qualitative descriptive method is applied, with data collected through interviews and documentation involving officers responsible for managing the service. The results indicate that Lapak Aduan Banyumas has been operating optimally as a digital-based, transparent, and effective public complaint channel. Its main strengths lie in the ease of access through multiple service channels and the availability of features that enable real-time complaint status tracking. However, several challenges remain, including a limited number of human resources, less optimal collaboration among regional government organizations (OPDs), and network infrastructure constraints in several areas. The Value Chain analysis reveals that the complaint follow-up process and the dissemination of handling outcomes to the public represent the stages that generate the greatest added value in the service process. Therefore, this study suggests strengthening the complaint status monitoring system, enhancing inter-platform service integration, and utilizing artificial intelligence technologies to improve the complaint handling process. The findings of this study are expected to serve as a strategic basis for improving the quality of digital public services in Banyumas Regency.
References
Ahmad, A. A., Yusuf, F., Ahmad, C., & Dharma, H. (2024). Analisis efektivitas SP4N-LAPOR! dalam meningkatkan pelayanan publik di Kabupaten Tangerang. Moderat : Jurnal Ilmiah Ilmu Pemerintahan, 10(November), 828–847. https://doi.org/10.25157/moderat.v10i4.4093
Anisa, A., & Nawangsari, V. (2025). Governance (GCG) Kota Yogyakarta: Studi analisis dan manajemen strategis. Jurnal Analisis dan Manajemen Strategis, 6(3), 1–12.
Benzaghta, M. A., Elwalda, A., & Mohamed, M. (2021). SWOT analysis applications: An integrative literature review. Joutnsl og Globsl Business Insights, 6(1), 55–73. https://doi.org/10.5038/2640-6489.6.1.1148
Dewi, E. K., Muhaemin, Y., Sitompul, G. A., Yanti, R., & Rika, M. (2025). Digital transformation in public services: Evaluation of e-government implementation in Indonesia. 3(3), 1–8.
Kementerian Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Republik Indonesia. (2024). Pemerintah daerah dipacu optimalkan informasi layanan melalui SIPPN Cariyanlik.
Knez, K., Jaklič, A., & Stare, M. (2021). An extended approach to value chain analysis. Journal of Economic Structures. Springer Berlin Heidelberg. https://doi.org/10.1186/s40008-021-00244-6
Lailatul, M., Sunariyanto, & Suyeno. (2025). Implementasi kebijakan pelayanan publik berbasis digital: Studi pada Desa Banjararum, Kecamatan Singosari Kabupaten Malang. 19(3), 54–63.
Maulidini, J., Nabila, E. A., Bilfaqih, N., & Azhar, T. N. (2025). Digitalisasi administrasi publik meningkatkan efisiensi sistem pelayanan publik dalam good governance dan kinerja pegawai di Kecamatan Cidadap. 5, 4080–4089.
Nasution, A. R., & Hanina. (2024). Pengaplikasian digitalisasi terhadap pengembangan karakter siswa. 5(4), 6385–6389.
Nuraeni, S., Safdar, S., & Aprilia, D. (2025). Pengaruh e-government Tangsel Siaga terhadap efektivitas pelayanan pengaduan di Tangsel. 1, 1–8. https://doi.org/10.53697/iso.v5i1.2585
Ramdhanni, D. K., Wibowo, I., & Digital, U. T. (2024). Studi kualitatif deskriptif kepuasan pasien rawat jalan di Puskesmas Melong Asih. 4, 9900–9913.
Sahirah, Z., Rudiana, & Novie, S. I. (2021). Pelayanan publik melalui aplikasi layanan aspirasi dan pengaduan online rakyat (LAPOR) oleh Dinas Komunikasi dan Informatika Kota Bandung tahun 2020. Jurnal ISO: Jurnal Ilmu Sosial, Politik Dan Humaniora, 1(November), 144–155. https://doi.org/10.24198/janitra.v1i2.38248
Shinta, A. (2025). Penerapan e-government pada pengaduan masyarakat berbasis online di Ombudsman Perwakilan Provinsi Jawa Timur. 5(01), 137–155.
Suryani, E. I., & Sanora, S. (2022). SWOT strategy analysis in improving the quality of public services during the COVID-19 pandemic: Study at Pekon Soponyono, Wonosobo District, Tanggamus Regency. 12(5), 3139–3144. https://doi.org/10.35335/legal
Wawan, S. N., Ipah, E., Indah, S. N., & Qaulis, R. T. (2024). Transformasi birokrasi digital dalam pelayanan publik: Studi kasus penerapan e-government. Jurnal Sosial, Ekonomi Dan Humaniora, III(2), 82–94. https://doi.org/10.56244/sosiera.v3i2.868
Widyani, R., Nilamcaya, M., Rudiansyah, A., Publik, M. A., Swadaya, U., Jati, G., & Cirebon, U. M. (2022). Pemanfaatan teknologi digital dalam pelayanan publik menggunakan elektronik government (e-government). 2005.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Merkurius : Jurnal Riset Sistem Informasi dan Teknik Informatika
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
