Sari, Amanda Aureliya Nilam (2025) Elemen Sukses Penerapan Electronic Government Melalui Aplikasi CIS (Customer Information System) Di PDAM Surya Sembada Kota Surabaya. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
The large number of residents who lack clean water supplies is a challenge for local governments, especially PDAM Surya Sembada Kota Surabaya, which is responsible for providing clean water and is obliged to plan company activities to generate profits from every service provided. This includes the use of technology to improve performance and service quality. The CIS (Customer Information System) application is a digital-based service that includes various forms of services such as billing, new connections, complaints, independent meter checking, and news about PDAM Surya Sembada. However, its implementation currently faces many obstacles, from the high number of user complaints to the inaccuracy of online service handling within the specified time frame. This study aims to identify and describe the elements of successful e-government implementation through the CIS (Customer Information System) application at PDAM Surya Sembada in Surabaya. The theory used, based on a study and research by Harvard JFK School of Government (Indrajit, 2016), identifies three indicators: support, capacity, and value. This research is a qualitative study with a descriptive approach. The results show that the CIS application is capable of providing practical, efficient, and transparent services. However, in terms of support, there are obstacles in the form of a lack of specific regulations regarding the CIS application and insufficient socialization. The capacity element has been implemented well, as reflected in the fulfillment of financial resources and information technology infrastructure. However, in terms of human resources, the number of programmers is still limited. As for the value element, there are still obstacles in terms of the speed and accuracy of complaint reports on the application. Keywords: Customer Information System (CIS), Electronic Government, PDAM Surya Sembada Surabaya City
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HF Commerce > HF5415.5 Customer services | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Public Administration | ||||||||
| Depositing User: | Amanda Aureliya Nilam Sari | ||||||||
| Date Deposited: | 03 Dec 2025 03:57 | ||||||||
| Last Modified: | 03 Dec 2025 03:57 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/47385 |
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