Digitalisasi Pelayanan Publik: Implementasi Chatbot sebagai Media Informasi Mandiri di Kantor Desa
Administrative services at the village government level are often hampered by long physical lines due to residents’ high demand for information regarding procedures and requirements for civil registration documents. Reliance on manual service methods not only hinders residents’ time efficiency but also increases the workload of village officials who must repeatedly address similar inquiries. This community service project aims to implement rule-based chatbot technology as a self-service information platform to accelerate the digitization of public services at the Melati Village Office. The methods used in this project include analyzing community needs, designing a web-framework-based system architecture, and providing technical guidance to residents and village officials. The results of the project show that the use of a chatbot as a self-service information portal provides instant access to information on administrative requirements, thereby effectively reducing wait times and improving the operational efficiency of the village office. In addition to its technical impact, this innovation also fosters a behavioral shift among residents toward a more self-reliant and tech-savvy community when accessing public information. This innovation serves as an initial strategic step in the digital transformation of village services, which is planned to be further developed into a mobile-based platform to provide broader and more responsive access for residents in the future.