Design of an Integrated Public Complaint Information System Based on Web and WhatsApp Gateway
Keywords:
Public Complaint System, WhatsApp Gateway, Web-Based Information System, Prototyping Model, Blackbox Testing, Response Efficiency, User Satisfaction, Digital Public ServiceAbstract
The rapid growth of digital technology has transformed how public services are delivered, requiring faster, more transparent, and more accessible channels for handling citizen complaints. This study aims to design and implement an Integrated Public Complaint Information System based on a web platform and a WhatsApp Gateway to support real-time communication and improve responsiveness in public service environments. The system was developed using the Prototyping Model, allowing iterative refinement based on user feedback. The integration of the WhatsApp API enables citizens to submit complaints through familiar communication channels, while the web-based dashboard allows administrators to manage, verify, and respond to complaints efficiently.
Functional testing using the Blackbox Testing method indicated a 97.5% success rate, demonstrating that all key features operated according to the defined requirements. System performance evaluation using the Response Efficiency Index (REI) achieved a score of 90%, showing that the majority of complaints were handled within the acceptable service time. User satisfaction measurement also resulted in an 80% User Satisfaction Index (USI), indicating that citizens found the system easy to use, responsive, and reliable. The results show that integrating a WhatsApp Gateway with a web-based complaint system significantly enhances accessibility, transparency, and service efficiency. This system can serve as a practical solution to support digital transformation initiatives in public service management.
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