Evaluation of COBIT 2019-Based Information Technology Governance to Improve the Effectiveness of the Patient Queue Management System

Abstract

Effective patient queue management systems play a crucial role in improving healthcare service quality, reducing waiting times, and enhancing patient satisfaction. However, the successful implementation of such systems depends significantly on the effectiveness of information technology (IT) governance practices within healthcare organizations. This study aims to evaluate IT governance in a patient queue management system using the COBIT 2019 framework and to identify improvement strategies that support organizational objectives and service efficiency. The research employs a quantitative descriptive approach by assessing selected COBIT 2019 governance and management objectives relevant to service operations, risk management, performance monitoring, and resource optimization. Data were collected through interviews, observations, documentation reviews, and questionnaires distributed to stakeholders involved in managing and operating the patient queue management system. The capability level of each process was measured and compared with the expected target level to determine governance gaps. The results indicate that several governance processes have achieved a moderate level of capability, demonstrating that the system is generally functioning effectively. However, gaps remain in areas related to performance evaluation, risk management, and continuous improvement. The gap analysis revealed that the average capability level of the evaluated processes is below the desired organizational target, indicating the need for governance enhancements. Based on the findings, recommendations are proposed, including the establishment of structured performance monitoring mechanisms, periodic risk assessments, improved documentation practices, and strengthened stakeholder involvement in governance activities. The implementation of these recommendations is expected to improve the effectiveness, reliability, and sustainability of the patient queue management system while supporting better healthcare service delivery. This study contributes to the growing body of knowledge on IT governance assessment in healthcare institutions through the application of the COBIT 2019 framework.