Abstract
As it is known that the Government of Palembang has implemented e-government, but how much e-government can help the Palembang city government to interact between the government and all levels of society including the poor in the city of Palembang. In its application, the condition of e-government services is still insufficient infrastructure that supports e-government services for the poor in palembang. To design a good e-government service, it is necessary to design SI/IT services for the community in Palembang with service design stages in the Framework Information Technology Infrastructure Library (ITIL) Version 2011 in order to be accepted in all levels of society including the poor in the city of Palembang. SI/IT service design based on the results of analysis of the condition and needs of SI/IT services to the business process of community service. This research uses qualitative approach method and analysis with reference standard approach using ITIL standard version 2011 in Service Design. The result of this research is in the form of the design of information system of digital service of population such as administration and population services, Family of Hope Program (PKH) services and digital archive storage services based on the Stages of Service Design in ITIL Version 2011 that has been done, namely the Service Level Management process in the form of Service Level Requirement, Service Level Agreement and Operational Level Agreement documents.
Highlights
Teknologi informasi sudah dapat dimanfaatkan secara optimal sebagai bentuk layanan publik yang berbasiskan pada teknologi disebut dengan e-government
−As it is known that the Government of Palembang has implemented e-government
help the Palembang city government to interact between the government
Summary
Teknologi informasi sudah dapat dimanfaatkan secara optimal sebagai bentuk layanan publik yang berbasiskan pada teknologi disebut dengan e-government. Penelitian yang berjudul “Efektivitas Program Keluarga Harapan (PKH) Di Kelurahan Rowosari Kecamatan Tembalang Kota Semarang” mengungkapkan bahwa ketepatan layanan belum berjalan dengan baik, hal ini dikarenakan Keluarga Penerima Manfaat (KPM) belum menjalankan pengenalan jasa keuangan dengan tepat sesuai dengan yang seharusnya dilakukan sehingga masih ditemukan KPM yang tidak dapat mengoperasionalkan Anjungan Tunai Mandiri (ATM) dengan baik dan masih menitip saat pencairan bantuan yang akan menyebabkan terjadinya penyalahgunaan dana bantuan tersebut [5]. Dari permasalahan yang ada maka diperlukan suatu desain layanan service digital kependudukan untuk masyarakat di Kota Palembang dengan tahapan Service Design pada framework Information Technology Infrastructure Library (ITIL) Versi 2011 agar dapat membantu dalam meningkatkan pelayanan e-government dengan memanfaatkan teknologi informasi sehingga dapat memberikan pelayanan kepada masyarakat termasuk masyarakat miskin di kota Palembang. Dari penjelasan di atas dapat dirumuskan permasalahan yaitu bagaimana mendesain layanan SI/TI untuk masyarakat miskin di Kota Palembang dengan tahapan Service Design pada framework Information Technology Infrastructure Library (ITIL) Versi 2011
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