Optimalisasi Sistem Antrian Berbasis Teknologi untuk Meningkatkan Kepuasan Layanan Masyarakat
DOI:
https://doi.org/10.47065/jpm.v6i2.2652Keywords:
Public Service; Digital Queue System; Digital Literacy; Technology; VillageAbstract
High-quality public services are an important indicator of the performance of village government. However, the manual queuing system still used in administrative services causes various problems, such as long waiting times, disorderly service processes, and decreased public comfort. These issues impact the low work efficiency of officials as well as reduced public trust in village government performance. This Community Service (PKM) activity aims to optimize the quality of public services through the implementation of a digital queuing system based on simple technology, adjusted to the village's capacity. The implementation methods include identifying needs, socializing the benefits of the digital system, operational training for officials, assisting the system implementation, and evaluation through public satisfaction surveys. The implementation results show that the application of the digital queue system successfully reduced the average waiting time by 45%, improved service flow regularity by 60%, and increased public satisfaction by up to 80% based on the final activity survey. In addition, this activity also enhanced the digital literacy of the staff and produced outputs in the form of training modules, popular articles, and scientific publications. Therefore, the implementation of a technology-based queue system has proven to be an effective and sustainable solution for improving the quality of public services at the village level.
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