Rancang Bangun Sistem Informasi Layanan Pengaduan Online Berbasis Web pada Dinas Sosial Sumatera Selatan

The Social Service of South Sumatra Province is responsible for delivering social welfare services and poverty alleviation programs. However, the current public complaint mechanism is still conducted conventionally and report records remain scattered across separate spreadsheets. This condition causes operational obstacles such as delayed verification and file disposition, data loss risks, and the absence of real-time complaint status tracking for the public. This study aims to design and develop a Web-Based Online Complaint Service Information System for the Social Service of South Sumatra Province to integrate complaint workflows centrally, transparently, and accountably. The system development applies the Prototype method consisting of Communication, Quick Design, Build Prototype, Customer Evaluation, and Engineering Product phases. System architecture is modeled using Unified Modeling Language (UML) and developed using PHP with the Laravel Framework and MySQL database across four user roles: Public Complainant, Administrative Officer, Technical Unit Officer, and Executive Leadership. The research outcome is an integrated Online complaint platform featuring complaint submission with file attachments, real-time ticket-based status tracking, inter-departmental task disposition, field intervention documentation, and automated executive PDF recapitulation reports. Functional testing using Black Box Testing confirmed that all test cases operated with 100% validity and success. The system effectively enhances public accessibility, accelerates response times, and strengthens public service transparency.