Evaluasi Capaian Kinerja Teknologi Informasi dalam Upaya Meningkatkan Layanan Dinas Kesehatan Kabupaten Jember Menggunakan Framework Ward and Peppard

Abstract

The Health Office of Jember Regency is a government agency responsible for delivering public health services. To support this mandate, the agency has adopted information technology (IT) through the implementation of various health information systems. However, several challenges remain, including limited IT human resources, the absence of backup infrastructure, and a high dependency on third-party vendors. These issues have affected the efficiency of data reporting and administrative processes. This study aims to evaluate the performance of IT implementation within the Health Office of Jember Regency using the Ward and Peppard framework. A qualitative method was employed, involving document analysis, observations, and in-depth interviews with relevant stakeholders. The analysis was conducted through SWOT, Critical Success Factors (CSF), Value Chain, and IT Balanced Scorecard (IT BSC) perspectives to measure IT performance across four dimensions: User Orientation, Corporate Contribution, Operational Excellence, and Future Orientation. The findings show that of the 16 performance indicators evaluated, one exceeded expectation, nine met the target, and six fell short. Key challenges were identified, such as the lack of system integration across all primary health facilities and insufficient internal IT capacity. On the other hand, strengths included full adoption of health information systems in public health centers and strong local government support. This research concludes with several strategic recommendations, including expanding system integration, enhancing reporting capabilities, improving IT infrastructure, and developing internal IT staff. These insights are expected to support future strategic planning and IT development within the public health sector of Jember Regency. Regency.