Pengembangan Sistem Informasi Pengaduan Layanan Transportasi Berbasis Google Apps Script dengan Pendekatan Incremental Model

Abstract

This research describes the development of a public complaint information system for Light Rail Transit (LRT) South Sumatra named "Go Lapor LRT SUMSEL" using Google Apps Script as the development platform and Incremental Model as the development methodology. The system was developed during a three-month internship program (March–June 2026) at the South Sumatra Light Rail Management Agency (BPKARSS). The developed application serves four types of users: Public Reporters (without login), Per-Category Admins, Administrators, and Leaders with differentiated access rights. Development was carried out through three increments: (1) a public complaint form with automatic email notification, (2) a per-category admin dashboard with status updating and data export features, and (3) an admin dashboard with full access and an interactive statistics dashboard for leadership. Black Box Testing conducted on 18 test scenarios covering all user types resulted in 100% functional compliance. The system successfully addresses the need for structured digital complaint management that was previously conducted conventionally. The study demonstrates that Google Apps Script is an effective and efficient technology for developing information systems in government institutions without requiring complex external server infrastructure.