Digital Transformation at PLN Jambi: Improving Operational Efficiency and Costumer Satisfaction through Manajement Information Systems
Keywords:
management information system , digital transformation , operational efficiency, costumer satisfaction, service reliability , energy management , operational efficiency , technological innovationAbstract
Digital transformation has become a key element in improving competitiveness and service quality in the energy sector. This study aims to evaluate the impact of the implementation of the Management Information System (MIS) at PLN Jambi on operational efficiency, customer satisfaction, and reliability of energy distribution. With a case study approach, this study combines qualitative and quantitative analysis through in-depth interviews, direct observation, and historical data analysis. The results show that the implementation of MIS is able to reduce complaint processing time by 60% and the number of customer complaints by 62.5%, while increasing customer satisfaction from 75% to 92%. In addition, the data-driven predictive system allows for early identification of faults, reducing unscheduled power outages by up to 40%. These findings underscore the role of MIS in driving work efficiency, increasing transparency, and strengthening customer trust. However, challenges such as employee resistance to new technologies and high initial implementation costs demand effective training and change management strategies. This article not only offers insights into the success of digital transformation in PLN Jambi, but also provides a framework that can be applied to other energy utilities in Indonesia. By utilizing the right technology, companies can create more responsive, reliable, and sustainable services in the digital era
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