Design and Development of a Web-Based Information System for Managing Infrastructure and Facility Complaints at the Audit Board of the Republic of Indonesia, North Sumatra Provincial Representative Office

Abstract

Facilities and infrastructure complaint management at the North Sumatra Provincial Representative Office of the Audit Board of the Republic of Indonesia is still handled through verbal communication or WhatsApp, causing limited documentation, status monitoring, and report recapitulation. This condition may lead to delays in follow-up actions, unclear responsibilities, and limited evaluation data for internal services. This study aims to design and develop a web-based facilities and infrastructure complaint information system that supports complaint submission, verification, disposition, follow-up, status monitoring, user management, and report recapitulation. This research applies an applied research approach using the System Development Life Cycle Waterfall model, consisting of requirements analysis, design, implementation, testing, and maintenance. The system is designed based on four roles: user, operator, technician, and administrator. The technologies used include PHP with the Laravel Framework, Bootstrap 5, JavaScript, jQuery, DataTables, and MySQL/MariaDB. The results include a web-based system design and prototype, UML modeling, interface design, peran-based feature mapping, and functional testing scenarios using Black Box Testing. The system is expected to improve report traceability, clarify disposition workflows, accelerate follow-up actions, and support more transparent and accountable internal complaint governance.