ANALISIS PENGELOLAAN INFORMASI DIGITAL PELAYANAN PUBLIK PADA PT. XYZ

ZAHRA AISHA FEBRILA, . (2026) ANALISIS PENGELOLAAN INFORMASI DIGITAL PELAYANAN PUBLIK PADA PT. XYZ. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk menganalisis pengelolaan informasi digital serta hambatan dalam aliran informasi antar unit kerja yang memengaruhi pencapaian Service Level Agreement (SLA) di PT. XYZ. Penelitian ini menggunakan pendekatan kualitatif dengan teknik pengumpulan data melalui observasi, wawancara, dan dokumentasi. Hasil penelitian menunjukkan bahwa pengelolaan informasi telah berbasis sistem digital dan didukung oleh proses bisnis yang terstruktur. Namun, implementasinya masih belum optimal karena keterbatasan integrasi sistem dan kurangnya koordinasi antar unit kerja. Hambatan utama yang ditemukan meliputi keterlambatan penyampaian informasi, lemahnya koordinasi, serta rendahnya kesadaran sumber daya manusia terhadap pentingnya ketepatan waktu dalam penanganan laporan. Kondisi tersebut berdampak pada keterlambatan penyelesaian layanan, penumpukan pekerjaan, serta belum tercapainya target SLA secara konsisten. Oleh karena itu, diperlukan upaya optimalisasi melalui peningkatan kompetensi SDM, penguatan koordinasi dan komunikasi, penerapan SOP secara konsisten, serta penggunaan sistem notifikasi otomatis guna meningkatkan efisiensi dan kualitas pelayanan. ***** This study aims to analyze digital information management and the barriers to the flow of information between work units that affect the achievement of Service Level Agreements (SLAs) at PT. XYZ. This study employs a qualitative approach, using data collection techniques such as observation, interviews, and documentation. The results show that information management is already based on digital systems and supported by structured business processes. However, its implementation remains suboptimal due to limited system integration and a lack of coordination among work units. The main barriers identified include delays in information delivery, weak coordination, and low awareness among staff regarding the importance of timeliness in handling reports. These conditions have led to delays in service completion, a backlog of work, and a consistent failure to meet SLA targets. Therefore, optimization efforts are needed through enhancing human resource competencies, strengthening coordination and communication, consistently implementing SOPs, and utilizing an automated notification system to improve efficiency and service quality.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Dr. Marsofiyati, S.Pd., M.Pd. ; 2). Ervina Maulida, S.Pd., MBA.
Subjects:	Manajemen > Manajemen Kantor, Organisasi Manajemen > Manajemen Sumber Daya Manusia
Divisions:	FE > D IV Administrasi Perkantoran Digital
Depositing User:	Zahra Aisha Febrila .
Date Deposited:	20 Aug 2026 02:02
Last Modified:	20 Aug 2026 02:02
URI:	http://repository.unj.ac.id/id/eprint/71899

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