| 4. In which ways is the initiative creative and innovative?
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1. Service become more effective and efficient through the development of applications
a. Express counter, customer waiting time can be reduced because the customer does not need to wait for the test data input one by one because the customers can only carry 20 or more samples to be tested.
b. Tracking system sends testing information to the customer without waiting for any requests by phone or mail from customers
2. Employees become more productive with development of application
a. Data recap facilitate management team in requesting data service from 5 (five) working days to 3 minutes.
b. By developping of payment applications, all non-tax receipts can be seen by the management in real time.
c. Development of performance makes the dashboard can monitor the performance of management services in realtime so that when there is a problem can be immediately known by management.
d. Repair services provides solutions to employees in terms of reporting damage to the equipment so it can be quickly handled.
e. Application of sampling record data retrieval that can later be used for data recap to management.
3. Industries become easier to get a legal entity for their products
With the application SIPIND, can make the job more quickly resolved, as well as efficient and effective so that when the industry needed a law legality of the product (product certificates, quality certificates, test report and calibration report) in line with the industry can do its business processes quickly anyway.
In which way is the initiative creative and innovative
SIPIND application is creative and innovative in several ways, including:
1. All non-tax revenue management can be monitored in realtime
2. Information to be active service to customers.
3. Services become more effective and efficient by cutting the waiting time from approx. 30 minutes to approx. It can be below 13 minutes service time for processing up to 20 samples in customer service administration.
4. Trends can be seen by the management services in real time so it can facilitate management to be creative and innovative in terms of service and marketing
5. The working time of employees can be be more productive for the service because the data can be directly received by management in 3 minutes
6. In terms of SIPIND innovation, industry / customer get benefit in facilitating service of law legality of the product (product certificates, quality certificates, test report and calibration report) in line with the industry can do its business processes very quickly as well.
7. The industry get the ease in getting access to the legality of the law in a fast efficient and effective the more industries/customers who came in to get the needed service.
8. More and more industries are asking for services, the more gain of non tax revenue, for example at the end of 2016 has earned more than 10 billion IDR.
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| 5. Who implemented the initiative and what is the size of the population affected by this initiative?
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The following are the parties who have proposed innovative SIPIND (Industrial Service Information System)
1. Head of Baristand Industri Surabaya
The commitment in advancing technical service in Baristand Industri Surabaya to support the competitiveness of the industry by innovating in the field of information technology systems / SIPIND.
2. Technical Development Service Manager
The commitment in advancing technical service in Baristand Industri Surabaya to support the competitiveness of the industry by innovating in the field of information technology systems / SIPIND.
3. Employees in Baristand Industri Surabaya
Employees in Industry Baristand Surabaya as user and IT team as an expert in the development and implementation of Industrial Service Information System (SIPIND).
Some of affected population by SIPIND innovation are :
1. Management and employees of Baristand Industri Surabaya (approx. 100 people)
2. Management of Ministry of Industry (approx. 3000 people)
3. Customer Certification:
a) National industries (approx. 310 companies), comprising of Chemicals Industrie, Metals and Materials, Electronics and Household Electrical Appliances Industries.
b) International Industries (approx. 106 companies), comprising of Lighting Industries - in China, Steel Industries - in Australia, China, Flour Industries - in Turkey, Regulator Industries - in Czechoslovakia & China, Stoves Industries - in China, Coffee Industries - in India & Vietnam and Technical Sulfuric Acid Industries - in Korea.
4. Customer from academic institution :
a) Universities (approx. 30 universities) : Tenth November Institute of Technology (ITS) - Surabaya, Airlangga University - Surabaya, Brawijaya University - Malang Muhammadiyah University - Sidoarjo, Surabaya State University, Petra Christian University - Surabaya, Wijaya Kusuma University – Surabaya, etc.
b) School (Senior High School and Vocational High School) (approx. 40 schools).
5. Product testing customer (approx. 760 companies)
6. Calibration customer (approx. 156 companies)
7. Technical training customer (approx. 79 companies)
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| 6. How was the strategy implemented and what resources were mobilized?
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The application of Industrial Services Information System to be implemented as follows :
1. Basic Stage : Strengthening of Technical Services in the industrial sector
Leadership commitment of Baristand Industri Surabaya is implementing SIPIND application in order to provide an excellent service. Baristand Industri Surabaya, committed to :
a) Increasing the capacity of the network and server annually
b) Develop applications continuously.
c) Building a culture of IT-based modern office work.
2. Intermediate Stage : Infrastructure server and intranet
Team Information Technology (IT) Industry Baristand Surabaya has developed a Laboratory Information System and already have a server room, computer servers and fiber optic Internet network by 5 MBps.
3. Next Phase : Application Development and Integration Services Information System Services Information System Industries (SIPIND)
At this stage, the development of SIL into SIPIND with the addition of Application Acceptance Treasurer (non-tax), Equipment Repair Record, Sampling Record and Performance Dashboard.
4. Internalization Stage: Establishment of Modern Work Culture in Employess
• At this stage, technical services development departement has conducted socialization regarding the procedure for the use of Service Information System so that all employees can quickly implement to resolve the problem. Socialization and technical assistance to the user application
• Being active on the reporting to IT help desk related to repair information system functions
• Publishing SMS Tracking function to the customer, by completing the contact person customer mobile phone numbers.
Resources :
1. Financed by Revenue and Expenditure Budget of Indonesia (APBN) that described in Budget Implementation List (DIPA) belongs to Ministry of Industry
2. Human Resources Iof Baristand Industri Surabaya consisting of Civil Servants as many as 76 employees, contract employees as many as 24 people. Human resources are placed in Chemical Laboratory, Laboratory of Physics, Electronics and Telematics Laboratory, Calibration Laboratory and Administration Departement.
3. Hardware and Software facilities comprising of Computer Servers, Computers operational service, room service, etc.
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| 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
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1. Management
Consists of the head of Baristand Industri Surabaya, head of each departement, head of administration departement, and manager of : physics laboratory, chemical laboratory, electronics and telematics laboratory, and calibration laboratory.
2. Technical Services Departement
Consists of : customer service officer, public information officer, marketing officer, and IT teams
3. Steel industries association
An organization that collects industries that produces various types of steel as an industry example zinc coated steel sheet, cold rolled steel sheet, hot rolled sheet steel, steel wire rope, wire gabion etc.
4. Drinking water industries association
An organization that collects industries that produce bottled drinking water / mineral water, demineralized water etc.
5. Luminair industries association
An organization that collects industries that produces various kinds of lights.
6. Household Electronics Industries Group
Various industries that produce household electronic equipment such as a fan, blender, magic jar, mixers etc..
7. Companies those need information about services of Indonesian National Standard (SNI) in order to apply SNI certification for example, toys industries, fertilizer industries, etc.
8. Academic institutions : Tenth November Institute of Technology (ITS) - Surabaya, Airlangga University - Surabaya, Brawijaya University - Malang Muhammadiyah University - Sidoarjo, Surabaya State University, Petra Christian University - Surabaya, Wijaya Kusuma University – Surabaya, etc.
9. Senior High School and Vocational High School
10. Other government institutions
11. National Accreditation Committee
12. National Standardization Institution
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| 8. What were the most successful outputs and why was the initiative effective?
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Some significant improvements since the Laboratory Information System launched until towards the development of Industrial Information Systems Services are as follows:
I. Benefit for Customer:
1. Increasing Customer Satisfaction Index
2012 : 3.15
2013 : 3.26
2014 : 3.26
2015 : 3.23
2016 : 3.63
2. Increasing Anti Corruption Perception Index
2015 : 12.38
2016 : 13.57
3. Service process waiting time is reduced from 24 minutes in to 13 minutes.
4. The information received by the customer is about the progress of the service, which was passively where customers had to send sms first and repaid automatically by the server, but right now is handled by SMS Tracking System, where the system is actively inform customers about the status of state service.
II. Benefit for Baristand Industri Surabaya :
1. Increasing the total of technical services handling :
2010 : 3.183 services
2011 : 3489 services
2012 : 4220 services
2013 : 4773 services
2014 : 5919 services
2015 : 8141 services
2016 : 8092 services
2. Increasing the number of customers handling as many as 1345 subscribers until the end of 2015, an increase of 15% compared to 2014 (1169 customers).
3. Increasing non tax revenue in Baristand Industri Surabaya every year. In 2016, non tax revenue is increasing in the amount of 113.50% from target.
4. Speed data reporting for decision-making which was originally to be typed manually with MS-Office (Excel) with an average time of five (5) working days, now only 3 seconds to sort out the information to be extracted into excel from Services Information System (SIP).
5. The process of excellent service in Baristand Industri Surabaya
6. Conveyed actively testing status information to customers
7. Establishment of Test Report (LHU) through the system
8. Acceptance of sample carrying activities
9. Recording of Testing and Calibration Services activities
10. Recording of Sampling Services activities
11. Recording non tax revenue in Baristand Industri Surabaya
12. Efficient use of office stationery
13. Integration of Industrial Services Information System (SIPIND) in Baristand Industri Surabaya.
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| 9. What were the main obstacles encountered and how were they overcome?
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At the beginning of the implementation of Industrial Services Information System Application, the obstacles encountered are:
1. Some employees who handle technical services not accustomed to using SIL although it has been applied since 2010.
2. Computer facilities have not been standardized according to service need
3. Users of services is not aware of any service innovations in Baristand Industri Surabaya so that they are not interested in getting services and still requires marketing such as socialization of Baristand Industry Surabaya services
From some of these obstacles, Technical Services Development Section through the IT team has done:
1. Dissemination and training to all users of Industrial Information Systems Services (SIPIND)
2. Computers facilities have been standardized according to service by replacing higher computer specifications.
3. Dissemination the capabilities of Baristand Industri Surabaya on events including exhibitions, meetings with our customers, dissemination of R & D results and dissemination to local counties and cities in East Java even the invitation of various provinces outside of East Java.
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