Peningkatan Kualitas Pelayanan Pelanggan Melalui Digitalisasi Sistem Penanganan Keluhan di PT PLN (Persero) ULP Helvetia Medan
Abstract
Kegiatan pengabdian masyarakat ini bertujuan untuk meningkatkan kualitas pelayanan pelanggan PT PLN (Persero) ULP Helvetia melalui transformasi digital dan perbaikan proses. Fokus utamanya adalah mengidentifikasi permasalahan pelayanan dan mengembangkan solusi inovatif berbasis standar pelayanan publik modern. Metode yang digunakan meliputi analisis sistem eksisting, identifikasi gap, pengembangan solusi berbasis best practice, dan implementasi pilot project selama tiga bulan. Kegiatan konkret meliputi penyusunan Arsip Induk Langganan (AIL), penanganan keluhan melalui aplikasi Chempion Mobile, penanganan Tusbung secara proaktif, digitalisasi invoice, dan penyusunan Surat Perintah Kerja (SPK). Hasilnya menunjukkan dampak transformatif signifikan dalam kemudahan akses 24/7, percepatan respons layanan, dan peningkatan kepuasan pelanggan, terutama pada dimensi tangible, empathy, reliability, responsiveness, dan assurance. Citra perusahaan dan loyalitas pelanggan juga meningkat. Meskipun masih terdapat tantangan seperti gangguan jaringan dan keterbatasan informasi suku cadang secara real-time, kegiatan ini memberikan kontribusi nyata terhadap penguatan pelayanan publik berbasis digital dan tata kelola yang baik dalam kerangka pembangunan nasional.
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