REVOLUTION OF COMPLAINT HANDLING AND VETTING: A WEB-BASED APPROACH FOR GOVERNMENT UNITS
Keywords:Fountain method, complaint acceptance and inspection, web-based
XYZ Unit is a government unit tasked with examining employee disciplinary violations in their environment. The process of receiving complaints and checking is still done manually, which affects the quality of data and services to stakeholders. Therefore, it is necessary to develop a structured web-based information system to manage complaint and inspection data. The purpose of this research is to increase the efficiency of business processes, facilitate users in managing data, and improve the speed, accuracy and quality of service. The fountain method was chosen to design this system because of its flexibility in changes and low cost. The results of the research show that the complaints and examination information system can answer the problems of the XYZ Unit, and the tests show that this system can computerize the process of receiving complaints and examinations and provide data that is always updated. This research has produced a system that is able to process data and answer the problems of its users. Meanwhile, related to data confidentiality and a safe environment have not been confirmed in this study and still need to be followed up by the XYZ unit, namely through performance testing, security testing and load testing. In addition, a user acceptance test (UAT) is also needed to measure whether the system meets the aspects of ease of use, intuitiveness and responsiveness.