{"id":1167,"date":"2026-06-20T09:49:21","date_gmt":"2026-06-20T09:49:21","guid":{"rendered":"https:\/\/zonaaktual.com\/?p=1167"},"modified":"2026-06-20T09:52:56","modified_gmt":"2026-06-20T09:52:56","slug":"transformasi-digital-pelayanan-publik-implementasi-sistem-helpdesk-dan-ticketing-di-kelurahan-gondrong-sebrang","status":"publish","type":"post","link":"https:\/\/zonaaktual.com\/index.php\/2026\/06\/20\/transformasi-digital-pelayanan-publik-implementasi-sistem-helpdesk-dan-ticketing-di-kelurahan-gondrong-sebrang\/","title":{"rendered":"Transformasi Digital Pelayanan Publik: Implementasi Sistem Helpdesk dan Ticketing di Kelurahan Gondrong Sebrang"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Di era digital yang berkembang pesat, instansi pemerintahan dituntut untuk meningkatkan kualitas pelayanan publik melalui pemanfaatan teknologi informasi. Kantor Kelurahan Gondrong Sebrang, yang berlokasi di Jl. Ki Hajar Dewantoro, Cipondoh, Kota Tangerang, menyadari urgensi ini. Selama ini, proses penyampaian keluhan masyarakat di kelurahan tersebut masih dilakukan secara semi-manual, yang sering kali menyebabkan keterlambatan penanganan, kurangnya transparansi, serta kesulitan dalam pendataan laporan.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Untuk menjawab tantangan tersebut, sekelompok mahasiswa Program Studi Teknik Informatika Universitas Pamulang\u2014Naqa Arva Derina, Firda Muflif Fauzi, dan Wijdan Fatkharudin Bahri\u2014mengembangkan &#8220;Aplikasi Helpdesk dan Ticketing System untuk Keluhan Masyarakat&#8221; sebagai bagian dari kegiatan Kerja Praktik (KP) mereka.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Sistem ini dirancang berbasis web untuk memfasilitasi masyarakat dalam menyampaikan aspirasi, keluhan, dan laporan terkait pelayanan publik secara lebih mudah, cepat, dan terstruktur<sup><\/sup>. Dengan sistem ini, masyarakat tidak perlu lagi datang langsung ke kantor kelurahan, melainkan cukup menginput laporan secara daring dan memantau status penanganannya secara <em>real-time<\/em><sup><\/sup>.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/zonaaktual.com\/wp-content\/uploads\/2026\/06\/image-11-1024x576.png\" alt=\"\" class=\"wp-image-1172\" srcset=\"https:\/\/zonaaktual.com\/wp-content\/uploads\/2026\/06\/image-11-1024x576.png 1024w, https:\/\/zonaaktual.com\/wp-content\/uploads\/2026\/06\/image-11-300x169.png 300w, https:\/\/zonaaktual.com\/wp-content\/uploads\/2026\/06\/image-11-768x432.png 768w, https:\/\/zonaaktual.com\/wp-content\/uploads\/2026\/06\/image-11-1536x864.png 1536w, https:\/\/zonaaktual.com\/wp-content\/uploads\/2026\/06\/image-11.png 1599w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Fitur Utama dan Manfaat Sistem<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Aplikasi ini dilengkapi dengan berbagai fitur yang mendukung tata kelola pemerintahan yang lebih responsif dan akuntabel, di antaranya:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Registrasi dan Login:<\/strong> Memastikan setiap pengguna memiliki hak akses yang sesuai dengan perannya.<\/li>\n\n\n\n<li><strong>Pengajuan Tiket:<\/strong> Memungkinkan masyarakat melampirkan deskripsi dan bukti pendukung untuk keluhan mereka.<\/li>\n\n\n\n<li><strong>Monitoring Status:<\/strong> Fitur pelacakan <em>real-time<\/em> yang memungkinkan masyarakat mengetahui apakah laporan mereka sedang diterima, diproses, atau telah selesai.<\/li>\n\n\n\n<li><strong>Manajemen Data dan Laporan:<\/strong> Membantu petugas kelurahan dalam mengelola data keluhan, melakukan filter pencarian, serta menghasilkan laporan otomatis untuk evaluasi kinerja.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/zonaaktual.com\/wp-content\/uploads\/2026\/06\/image-10-1024x576.png\" alt=\"\" class=\"wp-image-1171\" srcset=\"https:\/\/zonaaktual.com\/wp-content\/uploads\/2026\/06\/image-10-1024x576.png 1024w, https:\/\/zonaaktual.com\/wp-content\/uploads\/2026\/06\/image-10-300x169.png 300w, https:\/\/zonaaktual.com\/wp-content\/uploads\/2026\/06\/image-10-768x432.png 768w, https:\/\/zonaaktual.com\/wp-content\/uploads\/2026\/06\/image-10-1536x864.png 1536w, https:\/\/zonaaktual.com\/wp-content\/uploads\/2026\/06\/image-10.png 1599w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Dampak bagi Kelurahan<\/strong> Implementasi sistem ini diharapkan dapat memberikan dampak positif bagi operasional Kelurahan Gondrong Sebrang. Secara internal, sistem ini meminimalisir kesalahan pencatatan (<em>human error<\/em>) yang sering terjadi pada sistem manual dan meningkatkan efisiensi pengarsipan data<sup><\/sup>. Bagi masyarakat, sistem ini memberikan transparansi informasi yang meningkatkan kepercayaan publik terhadap pelayanan pemerintah kelurahan<sup><\/sup>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Kesimpulan<\/strong> Proyek ini merupakan bukti nyata kontribusi mahasiswa dalam memberikan solusi teknologi bagi permasalahan nyata di lingkungan masyarakat. Melalui perancangan sistem yang terstruktur\u2014mulai dari analisis kebutuhan hingga pengujian fitur\u2014aplikasi ini menjadi langkah awal yang signifikan bagi Kelurahan Gondrong Sebrang menuju tata kelola pemerintahan yang lebih modern, transparan, dan berorientasi pada kebutuhan warga<sup><\/sup>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Artikel ini disusun berdasarkan Laporan Kerja Praktik mahasiswa Teknik Informatika Universitas Pamulang periode semester Genap 2024\/2025 dengan judul &#8220;Aplikasi Helpdesk dan Ticketing System untuk Keluhan Masyarakat pada Kelurahan Gondrong Sebrang&#8221;<sup><\/sup>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Di era digital yang berkembang pesat, instansi pemerintahan dituntut untuk meningkatkan kualitas pelayanan publik melalui&#8230;<\/p>\n","protected":false},"author":3,"featured_media":1170,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-1167","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-berita"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.2 - 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