Designing an Integrated Public Complaint System regarding Public Services using the Scrum Method

Fajar Ratnawati, M. Subandri

2021

Abstract

One form of accountability of the government of a region to the community is to provide the maximum possible service. However, due to various factors, the services provided sometimes have shortcomings. Of course, with many Regional Apparatus Organizations (OPD) providing services, the leaders of the region cannot supervise them one by one. People who interact directly with OPD and find something that is wrong can provide criticism, suggestions, or complaints. However, not infrequently the complaint becomes a mere passing wind, the complaint is not responded to by the OPD concerned. Apart from feeling lazy to not get a response, people also often complain that they don’t know where to complain, then they don’t know how to make a complaint. The location of the community which is far from the OPD which is in the city center also discourages the community from complaining about public services that are not optimal. Based on these problems, the authors propose the design of an integrated public complaint system. This system will be designed with one of the well-known models in the agile software development method, namely Scrum. The stages of scrum activities include product backlog, sprint backlog, daily scrum, sprint review, and sprint retrospective. Roles in Scrum include product owner, scrum master, and development team. Scrum has structured and iterative stages, so that if the product in the first sprint is not sufficient to meet the needs, then in the next sprint a system can be developed according to user evaluation. The results of this design are expected to help develop / implement the design into a complete system that is in accordance with the wishes of the user.

Paper Citation

in Harvard Style

Ratnawati F. and Subandri M. (2021). Designing an Integrated Public Complaint System regarding Public Services using the Scrum Method. In Proceedings of the 4th International Conference on Applied Science and Technology on Engineering Science - Volume 1: iCAST-ES, ISBN 978-989-758-615-6, pages 398-405. DOI: 10.5220/0010946500003260

in Bibtex Style

@conference{icast-es21,
author={Fajar Ratnawati and M. Subandri},
title={Designing an Integrated Public Complaint System regarding Public Services using the Scrum Method},
booktitle={Proceedings of the 4th International Conference on Applied Science and Technology on Engineering Science - Volume 1: iCAST-ES,},
year={2021},
pages={398-405},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0010946500003260},
isbn={978-989-758-615-6},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 4th International Conference on Applied Science and Technology on Engineering Science - Volume 1: iCAST-ES,
TI - Designing an Integrated Public Complaint System regarding Public Services using the Scrum Method
SN - 978-989-758-615-6
AU - Ratnawati F.
AU - Subandri M.
PY - 2021
SP - 398
EP - 405
DO - 10.5220/0010946500003260