Analysis and Development of a Mobile-Web-Based Helpdesk Information System Using the PIECES Framework at the Institut Pendidikan Indonesia Garut

Abstract

The helpdesk service at Institut Pendidikan Indonesia Garut still faces several challenges, including manual complaint submission, difficulties in monitoring ticket resolution status, and the absence of an integrated service management system. These conditions reduce the effectiveness and efficiency of service delivery. This study aims to analyze system requirements and develop a mobile web-based Helpdesk Information System using the PIECES Framework and the Waterfall development method. The PIECES Framework was applied to identify system problems based on six aspects: Performance, Information, Economy, Control, Efficiency, and Service, while the Waterfall method was employed as the software development model. The system was designed using the Unified Modeling Language (UML) and implemented using the Laravel Framework with MySQL as the database management system. System evaluation was conducted through Black Box Testing to verify functional requirements and the System Usability Scale (SUS) to assess usability. The testing results indicate that all major system functions operate as expected. Furthermore, the usability evaluation involving 15 respondents produced an average SUS score of 79.0, which falls into the Good category, indicating that the system is easy to use and well accepted by users. Therefore, the developed mobile web-based Helpdesk Information System effectively improves complaint management, facilitates real-time ticket monitoring, and enhances service quality at Institut Pendidikan Indonesia Garut.