Analysis of Information Technology Governance Capability Levels in the Smart Queue Management System at Efarina Etaham Hospital, Pematang Siantar, Using COBIT 2019
Keywords:
COBIT 2019, IT Governance, Capability Level, Smart Queue Management System, Hospital Information System.Abstract
The implementation of smart queue management systems in healthcare institutions has become increasingly important in improving service efficiency, reducing patient waiting times, and enhancing the overall quality of healthcare delivery. As hospitals increasingly rely on information technology to support operational processes, effective information technology (IT) governance is essential to ensure that technological resources are managed efficiently, aligned with organizational objectives, and capable of delivering sustainable value. This study aims to analyze the capability levels of IT governance in the Smart Queue Management System implemented at Efarina Etaham Hospital, Pematang Siantar, using the COBIT 2019 framework. The research adopts a quantitative descriptive approach by collecting data through observations, interviews, documentation studies, and questionnaires distributed to stakeholders involved in the operation and management of the system. The evaluation focuses on selected COBIT 2019 governance and management objectives that are considered relevant to the smart queue management system. Capability level assessments are conducted based on the COBIT 2019 Process Assessment Model to determine the current maturity of IT governance practices and identify areas requiring improvement. The results indicate that the hospital has established and implemented IT governance processes at a generally defined and managed level, demonstrating that key activities related to planning, monitoring, service delivery, and operational support are performed consistently. Several domains achieved capability levels close to Level 4, indicating a well-controlled and measurable process environment. However, opportunities for improvement remain in process standardization, performance monitoring, risk management, and continuous evaluation to further optimize system effectiveness. The findings provide valuable insights for hospital management in developing strategic initiatives and governance improvements to enhance the performance, reliability, and sustainability of the smart queue management system.
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