Perancangan Ulang Proses Bisnis Layanan Penebangan dan Pemangkasan Pohon di Kota Malang Menggunakan Structured Process Redesign (SPR)

Firsta, Candleline Audrina (2026) Perancangan Ulang Proses Bisnis Layanan Penebangan dan Pemangkasan Pohon di Kota Malang Menggunakan Structured Process Redesign (SPR). Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Dinas Lingkungan Hidup (DLH) Kota Malang memiliki tanggung jawab dalam pengelolaan dan pemeliharaan pohon di ruang publik, termasuk layanan penebangan dan pemangkasan pohon. Namun, proses layanan tersebut masih dilakukan secara manual dan belum terintegrasi secara digital, sehingga menimbulkan berbagai permasalahan seperti keterlambatan penanganan, kesalahan pencatatan data, serta rendahnya transparansi informasi kepada masyarakat. Berdasarkan hasil observasi dan wawancara dengan pihak DLH, diketahui bahwa layanan penebangan dan pemangkasan pohon belum didukung oleh sistem informasi terpusat yang mampu mengintegrasikan proses pengajuan layanan oleh masyarakat dengan proses verifikasi dan pelaporan internal secara real-time. Prosedur manual menyebabkan tumpang tindih data, keterlambatan verifikasi, serta kesulitan monitoring kegiatan lapangan. Penelitian ini bertujuan untuk merancang ulang proses bisnis layanan penebangan dan pemangkasan pohon melalui pendekatan digitalisasi berbasis sistem informasi publik dengan mengintegrasikan proses layanan Front Office dan Back Office. Hasil perancangan diharapkan mampu meningkatkan efisiensi alur kerja, memperjelas tanggung jawab antaraktor, serta mendukung transparansi layanan kepada masyarakat. Penelitian ini menggunakan pendekatan Business Process Management (BPM) sebagai kerangka umum dan metode Structured Process Redesign (SPR) sebagai metode utama dalam analisis dan perancangan ulang proses bisnis. Model as-is disusun menggunakan Business Process Modeling Notation (BPMN) berdasarkan hasil observasi dan wawancara. Analisis proses dilakukan untuk mengidentifikasi aktivitas non-value added dan akar permasalahan menggunakan Fishbone Diagram. Hasil analisis digunakan untuk menyusun model to-be dan Standard Process Model (SPM), yang kemudian dipetakan secara konseptual ke dalam integrasi sistem Front Office berupa aplikasi layanan publik EcoGreen dan sistem Back Office internal KIPOP. Penelitian ini menghasilkan Standard Process Model (SPM) dan rancangan konseptual integrasi proses layanan digital, di mana EcoGreen berperan sebagai kanal Front Office untuk pengajuan dan pelacakan permohonan oleh masyarakat, sementara KIPOP diposisikan sebagai sistem Back Office untuk verifikasi administrasi, pengelolaan data, dan pelaporan internal. Model proses yang dihasilkan mencakup seluruh tahapan layanan mulai dari pengajuan, verifikasi teknis, penjadwalan, pelaksanaan, hingga pelaporan hasil kegiatan, serta melibatkan delapan aktor utama, termasuk masyarakat, unit internal DLH, dan mitra eksternal EcoGreen. Hasil penelitian ini memberikan kontribusi praktis bagi DLH Kota Malang sebagai acuan perbaikan dan standardisasi proses layanan penebangan dan pemangkasan pohon yang siap didukung oleh sistem digital terintegrasi. Secara akademis, penelitian ini memperkaya kajian penerapan Structured Process Redesign (SPR) dan Business Process Management (BPM) dalam konteks transformasi digital layanan publik di tingkat pemerintah daerah.
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The Environmental Agency (DLH) of Malang City is responsible for managing and maintaining public trees, including tree cutting and pruning services. However, these services are still predominantly carried out through manual procedures and lack digital integration, resulting in service delays, data inaccuracies, and limited transparency for the public. Based on observations and interviews with DLH personnel, it was found that the tree cutting and pruning service has not yet been supported by a centralized information system capable of integrating public service requests with internal verification and reporting processes in real time. Manual procedures lead to data redundancy, delays in verification, and difficulties in monitoring field activities. This final project aims to redesign the business process of tree cutting and pruning services through a digital-based public information system approach by integrating Front Office and Back Office service processes. The redesigned process is expected to improve workflow efficiency, clarify roles and responsibilities among stakeholders, and enhance service transparency for the public. This study adopts Business Process Management (BPM) as the overall research framework and applies Structured Process Redesign (SPR) as the primary method for business process analysis and redesign. The as-is process model was developed using Business Process Modeling Notation (BPMN) based on observations and interviews. Process analysis was conducted to identify non–value-added activities, inefficiencies, and root causes of problems using the Fishbone Diagram. The analysis results were then used to develop the to- be process and the Standard Process Model (SPM), which was conceptually mapped into an integrated digital service, positioning EcoGreen as the Front Office application for public service requests and KIPOP as the internal Back Office system. This study produces a Standard Process Model (SPM) and a conceptual design of an integrated digital service process, where EcoGreen functions as the Front Office platform for application submission and service status tracking by the public, while KIPOP is positioned as the Back Office system supporting administrative verification, data management, and internal reporting. The resulting process model covers all service stages, including application submission, technical verification, scheduling, execution, and activity reporting, and involves eight key actors, including the public, internal units of DLH, and the external partner EcoGreen. Practically, this research provides a reference for the Environmental Agency of Malang City in standardizing and improving tree cutting and pruning services that are ready to be supported by an integrated digital system. Academically, this study contributes to the body of knowledge on the application of Structured Process Redesign (SPR) and Business Process Management (BPM) in supporting digital transformation and public service governance at the local government level.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Digitalisasi Layanan Publik, Business Process Management, BPMN, Fishbone Diagram, EcoGreen, KIPOP, Dinas Lingkungan Hidup Kota Malang, Public Service Digitalization, Business Process Management, BPMN, Fishbone Diagram, EcoGreen, KIPOP, Malang City Environmental Agency
Subjects:	T Technology > T Technology (General) > T58.6 Management information systems
Divisions:	Faculty of Intelligent Electrical and Informatics Technology (ELECTICS) > Information System > 57201-(S1) Undergraduate Thesis
Depositing User:	Candleline Audrina Firsta
Date Deposited:	27 Jul 2026 03:13
Last Modified:	27 Jul 2026 03:13
URI:	http://repository.its.ac.id/id/eprint/137664

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