Design and Build a Public Complaint Feature Via WhatsApp on the Adu.in Website with the Scrum Method (Case Study

The importance of the role of members of the Regional People's Representative Council (DPRD) as representatives of the community requires active involvement in absorbing, accommodating, collecting, and following up on community aspirations and complaints. However, the complaint process often faces obstacles that result in delays in resolving problems, ranging from the complexity of the complaint flow to the difficulty of finding an effective complaint platform. To overcome these challenges, an innovative step was taken, which was to create a website that provides a complaint feature via WhatsApp. The main objective of this initiative is to provide easier access to the community to participate in raising their complaints and complaints. With the WhatsApp complaint platform, it is hoped that the community can quickly and efficiently report problems and provide feedback to the local government. The WhatsApp complaint feature is integrated to minimize technical barriers and facilitate use by the wider community. Through this website, people can easily file complaints, send messages, and provide documentation related to the problems faced. With the implementation of this platform, it is expected that problem-solving can be done more efficiently and responsively. Thus, creating a public complaint website with a complaint feature via WhatsApp is not only a practical solution in dealing with the obstacles of the complaint process but also a significant step in encouraging


Introduction
Public services, which attempt to meet public needs for goods, services, and administrative services, have an essential role in public administration (Mursalim, 2018).Public services can determine the direction of government policy and provide convenience to the community (Pemerintah Pusat, 2009).Direct community participation, primarily through aspirations, is vital to realizing effective public services (Lubis, 2011).As a regional representative institution, the Regional People's Representative God has the functions of legislation, budget, supervision, and representation.Although the Act implies a representative function, the main focus lies on legislation, budget, and oversight (Asmawi, 2014).DPRD representation is essential as a form of political accountability of DPRD members to the public at the provincial and district/city levels.
Local governments aim to increase community participation in complaints and public services.However, obstacles in the complaints process, such as late resolution and a need for a practical platform, are challenging.The survey results showed that most respondents felt that public service complaints in West Java could not be adequately resolved, affecting community involvement.
Various public complaint applications, such as LAPOR!, a web-based complaint service system, and an SMS gateway, have been introduced.However, public awareness of these applications still needs to grow.The survey showed that most respondents needed to be aware of any West Java public complaint platforms.
The West Java Provincial DPRD's use of websites with social networking systems and WhatsApp Gateway can increase community involvement.Data from the Ministry of PAN-RB in 2019 shows that as many as 35% of complaints come through the official websites of government institutions.WhatsApp, Indonesia's most widely used instant messaging application, can increase public participation in complaints (DataIndonesia.id, 2023).
By providing a complaint platform through the website and WhatsApp, the public can easily report problems and provide feedback to the government.This is expected to increase public participation in complaints and public services, provide better services, and contribute to developing information and communication technology in Indonesia.

Materials and Methods
This research was conducted using the scrum method.In developing the community complaint feature via WhatsApp, scrum provides the flexibility and adaptability to deal with changes and growing complexity.Scrum uses an iterative and incremental approach, where website development is divided into short iterations called sprints.Each sprint focuses on developing, testing, and delivering features to users.This allows product owners and development teams to get feedback quickly and continuously make adjustments.

Scrum
Scrum is a framework that solves complex and ever-changing problems and presents highquality products creatively and productively based on user requests (Diansyah et al., 2023;Sutherland & Schwaber, 2016).Scrum is an iterative and incremental model that builds software with defined e-ISSN: 2723-6692  p-ISSN: 2723-6595 mechanisms, such as developing software modules in small chunks in an iterative manner.Scrum is designed to increase the productivity of the development process, align individual and organizational goals, define a culture that focuses on performance, support shareholder value construction, have good communication at all levels, and promote clear development and quality of life.Scrum is a very flexible model that can be applied to any project from any industry, whether small or large.

User Acceptance Testing (UAT)
User Acceptance Testing (UAT) in software development ensures that the solutions developed match the needs and expectations of the end user.UAT is not only about verifying software stability or meeting technical requirements but also about the effectiveness of using solutions in the context of everyday activities (Otaduy & Diaz, 2017).Engaging users in the UAT process provides an accurate view of the system's functionality and ease of use (Klein, 2003;Sualim et al., 2016).With detailed feedback, UAT ensures that user perspectives and needs are well integrated into solution development.

Black Box Testing
Blackbox testing is a testing method that evaluates software functions regardless of the internal structure or implementation of the source code.This method ensures that all software functions run correctly according to predetermined functional needs (Sulistyanto & SN, 2014).The black box testing process begins with establishing the functional specifications of the software, followed by designing test data based on those specifications.Test data is used to evaluate software functions during execution.During testing, the output or response of the software is checked to ensure conformity with pre-established expectations and functional requirements (Nurudin et al., 2019).This approach allows the software performance evaluation from the end-user's perspective without requiring an indepth understanding of the software's specific programming language and internal structure (Nidhra & Dondeti, 2012).

Load Testing
Load testing is a type of non-functional testing that is important for evaluating the performance of a system in various possible situations.The goal is to prevent system failures by identifying obstacles that can cause applications to take too long to load or even fail to access.The load testing method involves an assessment of performance by an external system that performs repeated transactions to the application, allowing the identification of application bottlenecks and the presentation of the quality of its operations (Demashov & Gosudarev, 2019).This process involves putting a load on software systems with varying levels of users to evaluate system responsiveness in various usage scenarios.The primary purpose of load testing is to measure system performance under varying loads, including situations where many users use the system simultaneously or traffic spikes.This test measures system response time, CPU, memory, bandwidth utilization, and overall performance.By performing load testing, we can identify performance issues such as slow response times or system failures when user load increases (Pargaonkar, 2022).

Results and Discussions
System development is carried out using the scrum method.The following are the results of developing a complaint feature via WhatsApp that will be received and replied to using auto-reply.

Figure 1 Results of Developing the Complaint Feature via WhatsApp Figure 2 Database of Complaint Features Through WhatsApp
Next, the resulting system is tested using User Acceptance Testing (UAT) and Blackbox Testing.

Sprint 1
Sprint 1 will be conducted from October 16 to November 10, 2023.In this sprint, the WhatsApp chatbot was developed using Node.js,libraries from WhatsApp-web.js, and Website features to redirect users to WhatsApp.
The results of the sprint review are shown in Table 1 below, which contains the sprint backlog and the review status or description.-Working on the backlog and making reply messages to a specific number takes a while because one needs to find the correct logic and techniques to get the expected results.
-The team's communication method to deal with deficiencies in product backlog work has failed.

What can we do differently in this sprint
Increase the intensity of communication between team members.

Sprint 2
Sprint 2 will be conducted from November 11 -25, 2023.In this sprint, a WhatsApp chatbot was developed using Node.js,libraries from WhatsApp-web.js, and WhatsApp features on the website to receive and send messages.
The results of the sprint review can be seen in Table 3 below, which contains the sprint backlog and the review status or description.

3.
What can we do differently in this sprint?
Communication between team members is smoother, and backlog work is on target.

Sprint 3
Sprint 3 will be conducted from November 26 to December 31, 2023.In this sprint, a WhatsApp chatbot was developed using Node.js,libraries from WhatsApp-web.js, and WhatsApp features on the website to receive image and location formats and send messages.
The results of the sprint review can be seen in Table 5 below, which contains the sprint backlog and the review status or description.Create a reply message to confirm that the complaint has been received As needed Sprint retrospectives are conducted to evaluate performance during the sprint period.The results of the sprint retrospective can be seen in Table 6 below.

Table 6 Sprint Retrospective 3 No.
Question Answer

1.
What is going well in this sprint?All backlog products can be completed.

2.
What did not go well in this sprint Difficulty saving submitted images and locations.

What can we do differently in this sprint
Working on the product backlog is more disciplined.

Testing
After each development phase, each sprint performs system testing using Blackbox Testing and User Acceptance Testing.From the results of black box testing, all features can meet the needs and can be used by users properly.P1 Does WhatsApp button/icon look easy to find? ----5 P2 Can after clicking the WhatsApp button/icon be redirected to WhatsApp service?---1 4 P3 Do you get an automatic reply message after sending "hello," "hi," or "excuse me"? ---1 4 P4 Is the automatic reply message to send complaint data easy to understand? ----5 P1 Does it take your name, complaint, and complaint details after filling in your name, complaint, and details that you get an auto-reply message to select a category?----5 P2 Is the reply message for selecting a category easy to understand? ---1 4 P3 Is the category selection easy to understand? ---1 4 P4 Does it happen that after selecting a category, you get a reply message to submit an image? ----5 P5 Is the reply message to sending the image easy to understand?Based on the weighting data obtained in Table 18 for each question asked to the user, the results of calculating the weight value of the user acceptance test in sprints 1 to 3 are shown.Each score obtained from testing the complaint feature via WhatsApp Adu.in was 473 out of 500 with an average percentage of 94.60% in sprint 1, 589 out of 625 with an average percentage of 94.24% in sprint 2, and 564 out of 625 with an average percentage of 90.24% in sprint 3, with an outstanding category.
Application performance testing is also carried out using the load testing method.The results of load testing the public complaint feature via WhatsApp are shown in Table 19 below.

Conclusion
This research developed a complaint website application and Adu.in public service, with a complaint feature via WhatsApp, which the people of West Java and the West Java Provincial DPRD successfully used.The app allows people to report problems around them using WhatsApp's features, including photos and the location of the incident.The West Java DPRD immediately follows up on every complaint according to the community's category.The test results using black box testing and user acceptance testing show that the application can function correctly.Based on the results of performance testing using load testing, this application also shows good performance.Despite this, the study still has the potential to be improved.This research can be a reference to improve the application by providing a complaint ID so that it can be searched through the main website.Future research is expected to improve handling messages beyond expectations and add spam filtering and image recognition features.Improved live chat features with admins, and the possibility of dealing directly with members of the DPRD or related commissions are also considerations for further research.

Table 1
Sprint retrospectives are conducted to evaluate performance during the sprint period.The results of the sprint retrospective can be seen in Table2below.

Table 3
Sprint Review 2Sprint retrospectives are conducted to evaluate performance during the sprint period.The results of the retrospective sprint can be seen in Table4below.

Table 15 Description of UAT Weights
After assessment and weighting using the values in Table15, then the calculation of the interpretation of the achievement score using table 16 below is carried out.