Evaluasi Kinerja TI BKPSDM Kabupaten Jember dalam Upaya Peningkatan Layanan Sistem Informasi Menggunakan Framework Ward and Peppard

Abstract

This study aims to evaluate the performance of Information Technology (IT) at the BKPSDM of Jember Regency in supporting the improvement of information system services, using the Ward and Peppard framework. A qualitative approach was employed through interviews, field observations, and literature reviews, focusing on the Procurement, Termination, and Information Division. The analysis utilized SWOT, Critical Success Factors (CSF), Value Chain, and the IT Balanced Scorecard (IT BSC). The evaluation results showed that out of 15 Key Performance Indicators (KPIs), 3 exceeded the targets, 8 met the targets, and 4 fell short, particularly in the operational excellence and future orientation perspectives. The main issues identified were the suboptimal utilization and stability of IT, influenced by several factors including people, processes, equipment, materials, environment, and management. Based on these findings, the study recommends several improvement strategies such as enhancing digital documentation, improving downtime management, and strengthening internal capacity in IT infrastructure management.