Penggunaan MileApp Sebagai Sistem Informasi Pelayanan Operasional di KCU Pos Surabaya 60175

Farahdila An-nisa Anwar; Nuruni Ika Kusuma Wardhani

doi:10.53697/jkomitek.v6i1.3508

Authors

Farahdila An-nisa Anwar Universitas Pembangunan Nasional “Veteran” Jawa Timur
Nuruni Ika Kusuma Wardhani Universitas Pembangunan Nasional “Veteran” Jawa Timur

DOI:

https://doi.org/10.53697/jkomitek.v6i1.3508

Keywords:

MileApp, Sistem Informasi Operasional, Digitalisasi Logistik, PT Pos Indonesia, Layanan Pelanggan

Abstract

Penelitian ini bertujuan untuk menjelaskan pemanfaatan MileApp sebagai sistem informasi operasional di PT Pos Indonesia KCU Surabaya 60175 dalam mendukung proses administrasi, pelayanan pelanggan, serta pengelolaan data secara digital. latar belakang penelitian berfokus pada kebutuhan efisiensi dan akurasi informasi logistik seiring meningkatnya tuntunan pelanggan dan kompleksitas distribusi. Metode penelitian yang digunakan adalah kualitatif melalui observasi langsung, wawancara dengan pegawai operasional dan customer service, serta dokumentasi berupa laporan operasional harian, SOP, dan tangkapan layar Dashboard MileApp. Hasil penelitian menunjukkan bahwa MileApp memberikan kontribusi signifikan dalam penyediaan data real-time, percepatan verifikasi informasi, serta kemudahan dalam proses Customer Complain Handling (CCH) dan pelacakan Informasi Delivery (PID). Selain itu, digitalisasi melalui MileApp membantu percepatan perekapan data, penyusunan laporan korporat, serta mengurangi kesalahan input manual. Secara keseluruhan, implementasi MileAppmendukung transformasi digital PT Pos Indonesia dan meningkatkan efektivitas operasional serta kualitas layanan kepada pelanggan.

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