Analisa Alur Proses Penyambungan Untuk Mencapai Peningkatan Penjualan Tenaga Listrik Menggunakan Rancangan Aplikasi

Bayuaji, Rizal Bima (2026) Analisa Alur Proses Penyambungan Untuk Mencapai Peningkatan Penjualan Tenaga Listrik Menggunakan Rancangan Aplikasi. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Proses penyambungan pelanggan tenaga listrik di PT PLN (Persero) masih menghadapi kendala berupa belum terintegrasinya data, keterbatasan monitoring real-time, serta lambatnya koordinasi antar unit yang berdampak pada efisiensi layanan dan penjualan tenaga listrik. Penelitian ini bertujuan untuk menganalisis alur proses penyambungan serta merancang aplikasi sistem informasi terintegrasi untuk meningkatkan efektivitas layanan.Penelitian ini menggunakan pendekatan kualitatif deskriptif dengan metode pengumpulan data melalui observasi, analisis dokumen operasional, persona canvas, dan Root Cause Problem Solving (RCPS) untuk mengidentifikasi akar permasalahan proses bisnis. Hasil analisis digunakan sebagai dasar perancangan sistem aplikasi digital penyambungan pelanggan PLN. Hasil penelitian menunjukkan bahwa permasalahan utama terdapat pada fragmentasi data dan kurangnya sistem monitoring terpusat. Oleh karena itu, dirancang aplikasi yang mengintegrasikan seluruh proses mulai dari permohonan pelanggan, survei teknis, eksekusi penyambungan, hingga monitoring real-time melalui dashboard atau dapat disebut aplikasi ICE. Hasil dari penelitian ini adalah percepatan kWh jual dapat mencapai 1,867,177 kWh pada tahun 2025 dan peningkatan penjualan 6,24% dibanding tahun 2024 yaitu 13.178.583 kWh dengan rasio rata-rata hari pelayanan 1,38 hari. Aplikasi ini juga menyediakan fitur tracking status pekerjaan, analisis beban jaringan, dan potensi pasar. Penelitian ini menyimpulkan bahwa penerapan rancangan aplikasi berbasis kebutuhan pengguna mampu meningkatkan transparansi, efisiensi proses penyambungan, serta mendukung optimalisasi penjualan tenaga listrik di PLN.
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The process of connecting electricity customers at PT PLN (Persero) still faces obstacles in the form of unintegrated data, limited real-time monitoring, and slow coordination between units that impact the efficiency of services and electricity sales. This study aims to analyze the flow of the connection process and design an integrated information system application to improve service effectiveness. This study uses a descriptive qualitative approach with data collection methods through observation, operational document analysis, persona canvas, and Root Cause Problem Solving (RCPS) to identify the root causes of business processes. The results of the analysis are used as the basis for designing a digital application system for connecting PLN customers. The results of the study indicate that the main problems are data fragmentation and the lack of a centralized monitoring system. Therefore, an application is designed that integrates the entire process from customer requests, technical surveys, connection execution, to real-time monitoring through a dashboard or can be called the ICE application. The results of this study are the acceleration of kWh sales can reach 1.867.177 kWh in 2025, with total electricity sales increasing by 6,24% compared to 2024, reaching 13.178.583 kWh, while maintaining an average service time ratio of 1,38 days. This application also provides job status tracking, network load analysis, and market potential. This study concluded that implementing a user-driven application design can improve transparency and efficiency in the connection process, and support the optimization of electricity sales at PLN.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	PLN, penyambungan pelanggan, aplikasi internal, pelayanan pelanggan, penjualan tenaga listrik. PLN, customer connection, internal applications, customer service, electricity sales.
Subjects:	T Technology > TK Electrical engineering. Electronics Nuclear engineering > TK3030 Electric power distribution systems
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	Rizal Bima Bayuaji
Date Deposited:	24 Jul 2026 07:36
Last Modified:	24 Jul 2026 07:36
URI:	http://repository.its.ac.id/id/eprint/136704

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