An Analysis of the Effectiveness of the Customer Information System Application in Improving Public Services at Perumda Air Minum Surya Sembada Surabaya

Isti Fajar Ariani Tasya; Nihayatus Sholichah; Sri Roekminiati; Amirul Mustofa

doi:10.55927/ijis.v4i11.741

Authors

Isti Fajar Ariani Tasya Department of Public Administration, Dr. Soetomo University, Surabaya
Nihayatus Sholichah Department of Public Administration, Dr. Soetomo University, Surabaya
Sri Roekminiati Department of Public Administration, Dr. Soetomo University, Surabaya
Amirul Mustofa Department of Public Administration, Dr. Soetomo University, Surabaya

DOI:

https://doi.org/10.55927/ijis.v4i11.741

Keywords:

CIS; PDAM, Digitalization, Public Service

Abstract

The digitalization of public services has become a key strategy for local governments in enhancing service quality and citizen satisfaction. Digital transformation enables public institutions to deliver services more quickly, transparently, and efficiently while reducing administrative barriers commonly found in manual systems. Responding to these demands, Perumda Air Minum Surya Sembada Surabaya implemented the Customer Information System (CIS), an information technology based platform designed to facilitate interactions between customers and the company, including bill inquiries, online payments, and complaint submissions. This study aims to evaluate the effectiveness of the CIS application in supporting customer service delivery. A descriptive qualitative approach was employed, utilizing interviews with customers and PDAM Surabaya employees, direct observations of application usage, and an examination of internal documents related to service procedures and CIS implementation. The analysis focuses on identifying the benefits, challenges, and impacts of CIS on service quality. The findings show that CIS improves operational efficiency, process transparency, and service accessibility. However, challenges remain, including variations in customers’ digital literacy levels and several feature limitations that influence user experience. These results underscore the need to strengthen digital literacy among the community and further develop more responsive and user-friendly CIS features to ensure that the system provides optimal benefits for all customers

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