EVALUASI SISTEM INFORMASI TUNGGAKAN PELANGGAN BERBASIS WEB PADA PT PLN UP3 BANTEN UTARA

Abstract

Customer arrears management is a critical aspect in improving service performance and revenue in public service organizations, including PT Perusahaan Listrik Negara (PLN). This study aims to design, implement, and evaluate a web-based customer arrears information system at PT PLN (Persero) Unit Pelaksana Pelayanan Pelanggan (UP3) Banten Utara to address problems related to manual recording practices that often cause delays, data inaccuracies, and difficulties in real-time monitoring. The research employed an applied research approach with qualitative methods, including direct observation of business processes, interviews with staff in the commercial and customer service units, and system development using PHP as the programming language and MySQL as the database management system. The developed system provides features for customer data management, daily balance updates, arrears history monitoring, customer data verification, and automated centralized reporting. The implementation results indicate that the web-based information system improves the efficiency of arrears data management, accelerates information retrieval and presentation, and reduces recording errors compared to the previously used spreadsheet-based manual system. Furthermore, the system supports management in monitoring customer.arrears conditions and facilitates data-driven decision making. In conclusion, the implementation of the web-based customer arrears information system has a positive impact on operational effectiveness and service quality at PT PLN UP3 Banten Utara, and it has the potential for further development through integration with PLN’s central information systems, enhancement of data security mechanisms, and the addition of automated notification features to help reduce customer arrears levels.