Vol. 5, No. 4, April 2020

E-ISSN: 2723 – 6692

P-ISSN: 2723 – 6595

http://jiss.publikasiindonesia.id/

Journal of Indonesian Social Sciences, Vol. 5, No. 4, April 20204 760

Design and Build a Public Complaint Feature Via WhatsApp on

the Adu.in Website with the Scrum Method

(Case Study: West Java DPRD)

Aprilita Firsty Hazdia, Nur Ichsan Utama, Sinung Suakanto

Universitas Telkom, Bandung, Indonesia

Email: hazdiaa@student.telkomuniversity.ac.id, nichsan@telkomuniversity.ac.id,

sinung@telkomuniversity.ac.id

Correspondence: [email protected]elkomuniversity.ac.id

KEYWORDS

ABSTRACT

Community Complaints;

WhatsApp; Website

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 active public participation in building a transparent

and accountable government.

Attribution-ShareAlike 4.0 International (CC BY-SA 4.0)

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1. 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.

2. 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 high-

quality 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

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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 in-

depth 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).

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3. 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.

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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.

Table 1 Sprint Review 1

No.

Backlog

Information

1.

Display WhatsApp features on the

website

As needed

2.

Redirect the WhatsApp icon to the

WhatsApp app

As needed

3.

Generate WhatsApp QR code for

admin

As needed

4.

Create a reply message to a specific

number

As needed

5.

Display WhatsApp features on the

website

As needed

Sprint retrospectives are conducted to evaluate performance during the sprint period. The

results of the sprint retrospective can be seen in Table 2 below.

Table 2 Sprint Retrospective 1

No.

Question

Answer

1.

What is going well in this sprint?

All product backlogs can be

adequately resolved.

2.

What could have gone better in

this sprint?

- 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.

3.

What can we do differently in this

sprint

Increase the intensity of

communication between team

members.

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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.

Table 3 Sprint Review 2

No.

Backlog

Information

1.

Create a reply message to a

message template

As needed

2.

Save a template message

As needed

3.

Create a reply message to select a

complaint category

As needed

4.

Save a selection of complaint

categories.

As needed

Sprint retrospectives are conducted to evaluate performance during the sprint period. The

results of the retrospective sprint can be seen in Table 4 below.

Table 4 Sprint Retrospective 2

No.

Question

Answer

1.

What is going well in this sprint?

Predefined product backlog completed

successfully.

2.

What could have gone better in this

sprint?

Because Whatsapp's development

features and the main website are

separate, code adjustments are needed

to integrate the database.

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.

Table 5 Sprint Review 3

No.

Backlog

Information

1.

Create a reply message to request

a photo

As needed

2.

Save submitted photos

As needed

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3.

Create a reply message to request

location-sharing

As needed

4.

Save a shared location

As needed

5.

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.

3.

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.

Table 7 Blackbox Testing Sprint 1 (admin)

No.

Test

Scenario

Test Case

Expected

Results

Test

Results

Status

T.01

Run the

program

code to bring

up the QR

Code

Run the

program on

the admin

computer

Bring up the

QR Code

The

program

runs, and

the QR

Code

appears

Passed

T.02

Link your

account to

the program

Scan QR

Code

devices can

be linked to

the program

account

successfully

connected

Passed

Table 8 Blackbox Testing Sprint 1 (user)

No.

Scenario

Test Case

Expected Results

Test Results

Status

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T.01

Looking for the

WhatsApp icon on

the main page

Access Adu.in the

website

Find the WhatsApp

icon on the main page

WhatsApp icon

found

Passed

T.02

Move a website page

to a WhatsApp page

Pressing the

Whatsapp icon on

the main page

The page moves to the

WhatsApp page

The page moves

to the WhatsApp

page

Passed

T.03

Send a message for

the first time

Send a "hi" or

"hello" message

The system receives

the message and sends

an autoreply

The reply

message contains

the format

obtained

Passed

Table 9 Blackbox Testing Sprint 2

No.

Test

Scenario

Test Case

Expected

Results

Test Results

Status

T.0

1

Enter

messages

according to

the format

Name: participant name

complaint: participant

complaint details: participant

complaint details

The system

receives the

message and

sends an

autoreply

The reply message

contains the

category

based on the

reply message

Fill categories with numbers

The system

receives the

choice of the

desired category

A reply message

with an image

submission

request was

obtained

Passed

Table 10 Blackbox Testing Sprint 3

No.

Uji

Scenario

Test Case

Expected Results

Test Results

Status

T.01

Submit an

image of proof

of complaint.

Take pictures

directly through the

WhatsApp camera.

The system receives

the image. It sends

an autoreply.

A reply message with a

location delivery

request was obtained

Passed

T.02

Send a

complaint

location point

Share your location

from WhatsApp

features

The system receives

the transmitted

location point

A reply message with

confirmation was

obtained

Passed

From the results of black box testing, all features can meet the needs and can be used by users

properly.

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Table 11 UAT Sprint 1 (admin)

ID

Question

Value

1

2

3

4

5

P1

Does the program run

properly?

-

1

3

P2

Can the QR Code be seen in

the terminal?

-

4

P3

Can WhatsApp devices be

linked to the program?

-

1

3

Table 12 UAT Sprint 1 (user)

ID

Question

Value

1

2

3

4

5

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

Table 13 UAT Sprint 2

ID

Question

Value

1

2

3

4

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?

-

1

4

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Table 14 UAT Sprint 3

ID

Question

Value

1

2

3

4

5

P1

Does it take a message after sending a picture that you get a message to send me

your location?

-

1

-

4

P2

Is the reply message easy to understand?

-

1

4

P3

Did you get an automatic reply message after sending your location?

-

1

4

P4

Is the auto-reply message after sending location easy to understand?

-

1

4

P5

Is the overall flow of complaints via WhatsApp easy to understand?

-

2

3

Table 15 Description of UAT Weights

Answer

Information

Weight

1

Strongly Disagree

1

2

Disagree

2

3

Neutral

3

4

Agree

4

5

Agree

5

After assessment and weighting using the values in Table 15, then the calculation of the interpretation of

the achievement score using table 16 below is carried out.

Table 16 Score Interpretation Criteria

Score Interpretation

Criteria

0% - 20%

Very weak

21% - 40%

Weak

41% - 60%

Enough

61% - 80%

Good

81% -

100%

Excellent

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The calculation of the interpretation of the UAT achievement score in each sprint is shown in

table 17 below.

Table 17 UAT Score Interpretation Results (admin)

No

.

Respond

Value

Value x

Weight

Persentase

P1

P2

P3

1.

Respond 1

4

5

4

57

76%

2.

Respond 2

5

75

100%

3.

Respond 3

5

75

100%

4.

Respond 4

5

75

100%

Total Value and

Percentage Average

19

20

19

282

94%

Table 18 UAT Score Interpretation Results (user)

No.

Respond

Value

Value x

Weight

Percentage

P1

P2

P3

P4

Sprint 1

1.

Respond 1

4

5

91

91%

2.

Respond 2

5

100

100%

3.

Respond 3

5

100

100%

4.

Respond 4

5

100

100%

5.

Respond 5

4

5

4

82

78,4%

Total Value and

Percentage Average

23

24

473

94,60%

Sprint 2

No

.

Respond

Value

x

Weigh

t

Percentage

P1

P2

P3

P4

P5

1.

Respond 1

5

125

100%

2.

Respond 2

5

4

116

92,8%

3.

Respond 3

5

125

100%

4.

Respond 4

5

125

100%

5.

Respond 5

5

4

5

4

98

78,4%

Total Value and

Percentage Average

23

24

589

94,24%

Sprint 3

No.

Respond

Value

Value x

Weight

Percentage

P1

P2

P3

P4

P5

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1.

Respond 1

5

125

100%

2.

Respond 2

5

4

116

92,8%

3.

Respond 3

5

125

100%

4.

Respond 4

5

125

100%

5.

Respond 5

3

4

73

58,4%

Total Value and

Percentage Average

23

24

564

90,24%

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.

Table 19 WhatsApp Load Testing Results Adu.in

Timestamp

HTTP

Response

Code

Downloaded

Bytes

Request

Rate

(req/sec)

Request

Count

Response

Time

(ms)

VUsers

Completed

Session

Length

(s)

Failed

Requests

7:52:40

(+0700)

200

36652

100

748

0.9

748

4.6

0

17:52:50

(+0700)

200

49000

100

1000

0.8

1000

4.2

0

17:53:00

(+0700)

200

49000

100

1000

0.8

1000

4.4

0

17:53:10

(+0700)

200

49000

100

1000

0.8

1000

4.6

0

17:53:20

(+0700)

200

39298

100

972

56

802

4.6

0

17:53:30

(+0700)

200

19943

83

815

4108.8

407

4252.6

329

17:53:40

(+0700)

200

26117

118

465

3097.3

533

3281.2

181

17:52:40

(+0700)

200

36652

100

748

0.9

748

4.6

0

17:52:50

(+0700)

200

49000

100

1000

0.8

1000

4.2

0

Based on the test results, it was found that:

• Server response (HTTP Response Code 200) was stable and consistent throughout the test

period.

• The number of virtual users completing sessions (VUsers Completed) increases as demand

increases.

• The user session length is stable and does not change much.

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4. 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.

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