Implementation of a Digital-Based Filing System at the PLN Paniki Customer Service Unit Office

Abstract

Effective records management plays a crucial role in supporting administrative efficiency and public service quality within organizations. This study aims to examine the implementation of a digital archiving system at PT PLN (Persero) ULP Paniki, focusing on its stages of implementation, supporting and inhibiting factors, and its impact on administrative services. The research employed a qualitative descriptive approach, with data collected through in-depth interviews, observations, and document analysis. Four key informants participated, consisting of the ULP Manager, Performance Analyst, Customer Service and Administration Team Leader, and Administrative Staff. The findings reveal that the implementation was carried out in several stages, including socialization, staff training, document scanning, uploading archives into the system, and data backup. Supporting factors included management commitment, infrastructure availability, and staff readiness. Meanwhile, the main obstacles were limited server capacity, unstable internet connection, and poor quality of old documents. Overall, the implementation of the digital archiving system significantly improved the speed of document retrieval, enhanced data security, and increased the quality of administrative services at PLN ULP Paniki.