SERVICE INFORMATION SYSTEM TO SUPPORT INDUSTRY GROWTH (SIPIND)
INSTITUTE FOR RESEARCH AND INDUSTRIAL STANDARDIZATION SURABAYA

A. Problem Analysis

 1. What was the problem before the implementation of the initiative?
Industrial development is an integral part of national development that should be implemented comprehensively and sustainable, so that the development of industry can provide great benefits to society. In this case, Baristand Industri Surabaya as an institution below the Ministry of Industry provides many technical services such as product and material testing, certification, training, and R & D. In 2016, Baristand Industri Surabaya serves 1078 customers thus are 760 companies as product testing customer, 156 companies as calibration customer, 119 companies as product certification customer, 16 companies as quality management system certification customer, 79 companies as training customer, and also internship cooperation program with universities and schools. However, there are still many obstacles in the implementation of its activities so that it still needs a development of Industrial Service Information System (SIPIND), which is intended to expedite the activities aimed at improving economic growth, especially in industrial sector. The problems were found before the application of Service Information System are: 1. Not effective and not efficient in handling services 2. Unproductive employees (time wasted for combining data services), 3. Industries do not easily get a legal entity for their products Before implementation of Service Information System : 1. Manual data payments for services except testing and calibration. 2. Customer waiting time is approximately 24 minutes per each service application process a) Waiting for the recording of test data manually b) Waiting for test data entered into the information system c) Customers awaiting payment record. 3. Testing process information is not actively informed The customer must call or send sms first, then it is answered when officers received a call from a customer or answered automatically by the server. 4. Data (services data) collecting process needs approximately 5 (five) working days. 5. Information to management (services data collection process) is done by manually. 6. Data of damage equipments have not a record yet. Currently involved in the use of Industrial Service Information System (SIPIN) are: 1. Customers (industrial manufacturing, small industry, individuals, college students, research) 2. Testing laboratories (Laboratory of Chemistry, Environmental Laboratory, Laboratory of Physics, Laboratory of Electronics), 3. Calibration Laboratory, 4. Treasurer Revenue (non-tax), 5. Customer Services Counter, 6. Management as a Policy Makers.

B. Strategic Approach

 2. What was the solution?
1. SIPIND (Industrial Services Information System), enables service with the Payment Services Application development, Tracking System, Loket Express, Performance Dashboard, Repair Services, Applications and Recap Sampling Data Services. 2. SIPIND has accelerated the service time so that, non-tax revenues in Baristand Industry Surabaya has increased at the last two years. 3. SIPIND automatically increase the growth of the industry because the industry tose conduct their business activities can easily and quickly obtain the data business (test report, certificate of product, quality certificate and calibration certificate).

 3. How did the initiative solve the problem and improve people’s lives?
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.

C. Execution and Implementation

 4. In which ways is the initiative creative and innovative?
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.

 5. Who implemented the initiative and what is the size of the population affected by this initiative?
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)
 6. How was the strategy implemented and what resources were mobilized?
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.

 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
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

 8. What were the most successful outputs and why was the initiative effective?
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.

 9. What were the main obstacles encountered and how were they overcome?
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.

D. Impact and Sustainability

 10. What were the key benefits resulting from this initiative?
Implementation of Industrial Services Information System (SIPIND) in Baristand Industri Surabaya, mainly in order to provide Quality Services to the customer, has the benefit of some aspects of the following : I. Benefit for Customer: a) Increasing Customer Satisfaction Index 2012 : 3.15 2013 : 3.26 2014 : 3.26 2015 : 3.23 2016 : 3.63 b) Increasing Anti Corruption Perception Index 2015 : 12.38 2016 : 13.57 c) Service process waiting time is reduced from 24 minutes in to 13 minutes. d) 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 stationer 13. Integration of Industrial Services Information System (SIPIND) in Baristand Industri Surabaya.

 11. Did the initiative improve integrity and/or accountability in public service? (If applicable)
Strengthening the integrity enhanced by : 1. The signing of integrity pacts by all employees 2. Socialize principles of Integrity Zone and Corruption-Free Region to all employees 3. Spread the Anti Corruption Perception questionnaires and customer satisfaction questionnaires to every customer who uses the service. 4. Develop an Whistle Blowing System Application and System Gratuities on SIP, so that all employees can participate actively maintain integrity. 5. SIPIND application can improve integrity and service of employees Baristand Industry Surabaya through increased productivity, Tax State Revenue (non-tax) increases so that incentives can be received directly by the employees also increased (welfare increases). 6. This innovation can improve the integrity and ability of the industry because of the increasing ease the process of obtaining the legality of the product. 7. With the application of SIPIND, can accelerate working time, being effective and efficient 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 their business processes quickly anyway

 12. Were special measures put in place to ensure that the initiative benefits women and girls and improves the situation of the poorest and most vulnerable? (If applicable)
SIPIND application facilitate many testing of large enterprises, small industries, individuals and students. In order to help the growth of the industry Baristand Industry Surabaya has a policy to give discounts for tests performed by the students. Price reduction policy is also given to SMEs mainly related to product certification, quality with a letter of request. Special facilities were also developed at service counter, which is a facility for persons with disabilities to be able to login to the service counter via a special road wheelchair users.

Contact Information

Institution Name:   INSTITUTE FOR RESEARCH AND INDUSTRIAL STANDARDIZATION SURABAYA
Institution Type:   Government Department  
Contact Person:   FATIMAH FATIMAH
Title:   CHIEF OF TECHNICAL SERVICE DEVELOPMENT  
Telephone/ Fax:   62318410054/62318410480
Institution's / Project's Website:  
E-mail:   baristandsurabaya@kemenperin.go.id  
Address:   JL JAGIR WONOKROMO NO. 360
Postal Code:   60244
City:   SURABAYA
State/Province:   EAST JAVA
Country:  

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