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Vol.3 No.1 January 2022  

Buana Information Tchnology and Computer Sciences (BIT and CS) 

 

17 | Vol.3 No.1, January 2022 

 

Web-based public complaints information system for Subang City 

 

Emy Lenora Tatuhey1  

Study Program, 

Information System 

,STIMIK  

Sepuluh Nopember  

Jayapura 

emytatuhey@gmail.com

Tukino 2 

Study Program, 

Information System 

Faculty of Computer Science, 

Universitas Buana Perjuangan 

Karawang, Indonesia 

tukino@ubpkarawang.ac.id 

 

 ‹β› 

Irpan Hilmi 3 

Study Program, 

Information System 

Faculty of Computer Science, 

Universitas Buana Perjuangan 

Karawang, Indonesia 

irpanhilmi@ubpkarawang.ac.id

Abstra —Keluhan masyarakat pada saat ini terbatas oleh 

media sebagian masyarakat merasa sulitnya untuk 

menyampaikan atau melaporkan peristiwa yang terjadi 

diwilayah tersebut. Pengaduan keluhanpun masih 

sepenuhnya belum menggunakan media teknologi 

informasi hal ini membuat masyarakat sulit untuk 

memberikan saran atau menyampaikan keluhannya. Dari 

permasalahan tersebut penulis mengembangkan sistem 

informasi untuk proses pengaduan masyarakat dengan 

metode waterfall. Tujuan dibuatkannya sistem ini yaitu 

untuk membuat website desa jatibaru, membuat website 

pengaduan bagi masyarakat, sehingga keluhan yang ada 

dimasyarakat bisa tersampaikan dengan baik melalui 

website pengaduan, masyarakat dapat melihat kembali 

pengaduan untuk mengetahui apakah pengaduan sudah 

diproses atau belum. Pengembangan sistem menggunakan 

bahasa pemograman PHP dan HTML. Hasil akhir dari 

penelitian ini menghasilkan sebuah sistem informasi 

pengaduan masyarakat supaya aspirasi dari masyarakat 

tersampaikan dengan baik untuk pemerintah desa, semua 

pengaduan akan dibahas oleh aparatur desa untuk 

meminimalisir pengaduan dari masyarakat dan dengan 

adanya sistem ini juga dapat membantu memonitoring 

pengaduan yang disampaikan masyarakat.  

Kata Kunci : Pengaduan Masyarakat, Keluhan, Sistem Informasi 

 

Abstract—The media currently limit public complaints, 

and some people find it difficult to convey or report events 

in the area. Complaints are still not fully using 

information technology media. This makes it difficult for 

the public to provide suggestions or submit complaints. 

The authors developed an information system for the 

public complaint process using the waterfall method from 

these problems. This system aims to create a Jatibaru 

village website and create a complaint website for the 

community so that complaints in the community can be 

conveyed properly through the complaints website. The 

public can review the complaints to determine whether 

the complaints have been processed or not. System 

development using the PHP and HTML programming 

languages. The final result of this study resulted in a 

public complaint information system so that the 

aspirations of the community were properly conveyed to 

the village government, all complaints would be discussed 

by the village apparatus to minimize complaints from the 

community, and with this system, it can also help monitor 

complaints submitted by the community.  

Keywords: Public Complaints, Complaints, Information 

Systems 

I. INTRODUCTION 

  A government is expected to have service media that can 

be accessed via the internet to accommodate input from the 

community. The author proposes to make a Web-Based 

Jatibaru Village Community Complaint service. Make it 

easier for the community to give or complain suggestions and 

criticisms about the problems in Jatibaru Village because 

these problems can become obstacles to the progress of a 

village. All residents of Jatibaru Village can access the 

complaint system to provide suggestions and criticisms for 

the village government to be more advanced and better in the 

future; aspirations in the form of suggestions and criticisms 

are a form of attention from the community to the village 

government. 

  If the community wants to convey their aspirations, they 

can open the Jatibaru Village website and enter the username 

and password that the community already has. After entering 

the system, there will be several menus, one of which is a 

menu for complaints or aspirations from the community to 

the village. The community needs to fill out the complaint 

form. And can submit more than one complaint. The 

submitted complaint form will be stored and recapitulated by 

the village. Every week the village holds weekly meetings, 

which are held on Wednesdays, to discuss complaints 

submitted by the community to minimize negative things that 

arise in the community. The village head also evaluates the 

RT or Kadus who are less active in attending weekly 

meetings held at the Jatibaru Village Hall. 

 



 

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II. METHOD 

A. Data Collection Techniques 

In this process, in-depth research is carried out on the data 

needed during the process of making the system to be 

designed. Following are the stages of data collection. 

a) Literature Study 

Looking for theoretical references related to the research 

topic raised, theories obtained from several literature 

sources. There are several sources of literature that are 

often used in the form of books, journals, theses. 

b) Observation 

The purpose of the observation is to observe the research 

site in order to get the information needed by the 

researcher, by going directly to the object being studied, 

namely the Jatibaru Village Office, Ciasem Subang. 

c) Interview 

In this interview, conducting a dialogue by asking 

questions to the village apparatus and the Jatibaru village 

community aims to find out the process of submitting 

complaints so that it becomes material for building a new 

system. 

B. System Development Method 

 The waterfall method is a method commonly referred to 

as the classic life cycle, describing a systematic approach to 

sequential software development. [9] The following are the 

stages of the waterfall model: 

 

 

Figure 1 Iterative waterfall[12] 

 

1. System Information and Engineering Modeling 

This stage starts from gathering requirements to be 

applied to the device system that will be developed. 

2. Software Requirements Analysis 

This stage is to collect the required needs with 

incentives to be understood by users, these needs are 

intended for users as system users later.  

 

3. Design 

This stage does the design of the interface design 

requirements for the system to be developed, the interface 

design needs to be done when you want to do system 

development. 

4. Coding 

The stages of making this program must be 

implemented using software. 

5. Testing 

This stage of system testing is carried out logically and 

functionally which is used to determine the parts of the 

system that have been previously tested. This testing is to 

minimize errors that occur in the program. 

6. Maintenance 

The maintenance stage or system maintenance needs 

to be done because the system needs can continue to be 

improved after use. 

III. RESULTS AND DISCUSSION 

  In this study, the collection of survey requirements aims 

to analyze existing problems in village government and 

evaluate the standard application process. In this case, it is a 

systematic analysis. Present and find solutions to village and 

community leaders' problems and needs to find out user 

desires for applications used with the waterfall method as 

system development. Here are the steps: 

A. Current System Analysis 

At the Jatibaru Village agency currently, it is still done 

manually or by greeting with the village apparatus, not a few 

people want to express opinions and input for the Jatibaru 

Village government to be better, some problems or obstacles 

that occur, namely regarding the process of submitting 

complaints, they still often experience problems. impasse, 

such as the village head and village apparatus, which are 

often difficult to find, the community is reluctant to have 

direct dialogue when conveying their aspirations to the 

village apparatus, and also both village officials and the 

community are often constrained by time when they want to 

go to the village office in carrying out discussions, both 

residents who want to express their aspirations as well as 

village officials who want to respond to all community 

complaints. 

 

Figure 2 Running System 



 

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B. System Design 

  After knowing the description that has been running and 

the analysis results to determine user satisfaction regarding 

the system developed at the Jatibaru Village Office, Ciasem 

Subang next is the development and design of the system. 

The following are the stages in making the system: 

1. System Proposed 

The proposed system aims to identify and evaluate 

problems found during research. The proposed system 

consists of analyzing problems and analyzing needs. 

Therefore, the author gives the Jatibaru Village agency an 

idea to handle the above problems. Below is the proposed 

system procedure for Jatibaru Village, Ciasem Subang. 

After analyzing the current system in Jatibaru Village, a 

system is proposed that will provide online complaint 

services.  

 

Figure 3 System Flowchart 

In the flow above, it can be seen that the community will 

start the complaint service by opening the website that has 

been built. Then the community can enter their username and 

password to be able to log in to the home page then choose 

the complaint form and fill out the complaint, after that the 

admin receives the complaint and the village head discusses 

to provide a reply to the complaint submitted by the 

community. The village head confirms to the admin to reply 

to the complaint, then the officer in charge of the complaint 

can upload the progress of the settlement that is being carried 

out, after the complaint is processed the community can view 

the complaint again [10]. 

2. Use Case Diagram 

Use case diagrams are diagrams that describe the scenario 

of the system that will be created and explain between the 

actors and the activities that will be carried out on the system 

that has been built. 

The use case diagram below describes the overall 

activities carried out by each user. 

 

Figure 4 Usecase Diagram 

3. Activity Diagram 

This activity diagram illustrates what the public does in 

making complaints. By logging in first, then if the data 

validation is correct, the system will display the user's main 

page. Next, the user will select the complaint menu, the 

system displays the complaint form, then the user fills out the 

complaint if the complaint form has been filled in, the system 

will return to the main page and the complaint data is stored 

in the database. Users can also add complaints if they want to 

make more than one complaint. 

4. Sequence Diagram 

In this complaint input sequence diagram, it describes the 

lifeline between objects when the user inputs a complaint. 

Below is the sequence diagram for the complaint input: 

 

Figure 6. Sequence diagram of complaint input 



 

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5. Class Diagram 

Class Diagram is a diagram that describes the form of the 

system in the process of class definition on the system to be 

built. 

 

Figure 7. Class Diagram 

 

C. System Implementation 
In the implementation of this interface, it displays a 

system display that has been created and run using Google 

Chrome and Xampp as the web server. Here is the interface 

implementation view: 

 

 

Figure 8. Login page 

 

Figure 9. Registration Page 

 

Figure 10. Forgot Password Page 

 

Figure 11. Complaint Input Page 

 

Figure 12. Complaint Review Page 

 

Figure 13. Complaint Responding Page 

D. System Evaluation 

This web-based public complaint information system 

aims to create a website where people can communicate their 

wishes to village officials, the wishes that exist in the 

community are solely for the progress of the village itself 

both in the field of development, facilities and infrastructure 

  

  

  

  

  

  

  

  

  

  

  

  

  

  

  

  

  

  

  

  

  

  

  

  

  

  

  

  

  

  

  

  

  

  

  

  

  

  

  

  

  

  

  

  



 

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in Jatibaru village, every user who participating are granted 

access with privileges granted by the system, therefore every 

connection with the system already has a limit for each user. 

The results of testing the system using the black box 

testing method to determine its functionality so that it can be 

concluded that the resulting system functions as expected. 

The system that was built also helps the village head and 

village parties to know what is being communicated by the 

community. 

 

IV.  CONCLUSION 

Based on the research results in making the final project 

on a web-based public complaint information system at the 

Jatibaru Ciasem Subang village office, the researchers got 

several conclusions, namely as follows: 

1. With the creation of a web-based public complaint 

system, the complaint process can be carried out easily 

and relevantly for the Jatibaru village community. This 

system also has a complaint info feature to make it easier 

for the public to see the progress of the complaints 

submitted. 

2. Complaints submitted will be discussed by village 

officials and village heads so that they can be used as 

evaluation material for village officials to be even better. 

 

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