Mobile Based Customer Information System of PDAM Lematang Enim using Extreme Programming Method

Abstract

Regional Drinking Water Companies (PDAMs) in various regions in Indonesia face several challenges in improving the efficiency of their customer service. One frequently encountered issue is the payment process, which still requires customers to visit the PDAM office in person, which is time-consuming and labor-intensive, especially for those living in rural areas. The purpose of this study is to develop a mobile-based customer information system for PDAM Lematang Enim to facilitate customer access to services, monitor water discharge, and check service status in real time. Previous challenges were the lack of efficiency in customer service due to limited access to information and a time-consuming manual system. As a solution, a mobile-based application was developed using the Extreme Programming (XP) method, which allows for rapid, flexible, and adaptive development to user needs and changes during the development process. The results of the study indicate that this system successfully improves the efficiency and quality of PDAM services, allowing customers to easily access information related to clean water services anytime and anywhere. Furthermore, the integration of customer data into a single database facilitates data management for PDAM, improves operational effectiveness, and supports more informed decision-making. Thus, this system contributes to increased customer satisfaction and a better service experience.