KINERJA PETUGAS MANAJEMEN PENAGIHAN (MANBILL) DALAM MENINGKATKAN AKURASI DATA TAGIHAN PADA PT PLN (PERSERO) ULP INDARUNG

Objective: This study analyzes the performance of Manage Billing (Manbill) officers in improving billing data accuracy at PT PLN (Persero) ULP Indarung and identifies ability and motivation factors that influence their performance. Methods: A descriptive qualitative design was applied. Six informants were selected purposively, consisting of two field coordinators, two Manbill officers, and two customers. Data were collected through non-participant observation, semi-structured interviews, and documentation, then analyzed through data reduction, display, conclusion drawing, and verification. Results: Officer performance was generally adequate in work quality, quantity, timeliness, and cooperative attitude. Of 87 performance records from January to March 2026, 80 received a score of 100 percent. Nevertheless, operational documents still contained 78 unread-meter entries, customer identities requiring verification, photo evidence that could not be fully traced, and incomplete time records. Ability was reflected in meter-reading skills, application use, data matching, and correction, while motivation appeared through responsibility, seriousness, work spirit, and coordinator support. Novelty: The study links employee-performance indicators with checks of operational Manbill documents, so achievement is assessed not only from performance scores but also from the traceability of data supporting billing accuracy.