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Abstrak :
Infrastruktur jalan merupakan bagian penting dalam mendukung rencana pemerintah dalam mewujudkan pemerataan pembangunan dan pengembangan wilayah di Indonesia. Seiring dengan pertambahan ruas jalan tol di Indonesia, maka perusahaan operator jalan tol harus memastikan proses bisnis berjalan dengan efektif dan efisien agar selalu memberikan pelayanan prima (service excellence) khususnya pengendalian proses komunikasi permintaan bantuan dan pengaduan gangguan lalu lintas pengguna jalan tol (Command Center). Tujuan dari penelitian ini antara lain evaluasi proses bisnis (As-is Process), analisis Business Process Improvement pada Integrasi Command Center (To-be Process) menggunakan metode ESIA (Eliminate, Simplify, Integrate, and Automate) dan analisis pengaruh Integrasi Command Center terhadap durasi proses dan biaya operasional layanan menggunakan simulasi Bizagi Modeler serta analisis SWOT & TOWS melalui In-Depth-Interview dalam memformulasikan strategi implementasinya. Dimana data simulasi dan analisis menggunakan sistem deterministik. Hasil analisis pada model proses bisnis (To-be Process) menunjukkan bahwa adanya potensi efisiensi waktu sebesar 33,33% (52 menit) dan efisiensi biaya operasional sebesar 46,57% (Rp 2,32 Milliar) pada proses komunikasi permintaan bantuan dan pengaduan gangguan lalu lintas pengguna jalan tol sehingga dapat mendukung perusahaan dalam meningkatkan kepuasan pelanggan dan kinerja perusahaan dalam memberikan layanan .......Road infrastructure is an important part of the Indonesian government's plan for regional and equitable development. As the number of toll roads in Indonesia grows, the companies must make sure their business processes run effectively and efficiently so they can provide excellent service. The research aims to assess the current business processes (the as-is Process) and analyze potential improvements in the integration of the Command Center (the to-be Process) using the ESIA method (Eliminate, Simplify, Integrate, and Automate). Additionally, the study examined the effects of Command Center integration on process duration and service operating costs through simulation using Bizagi Modeler. Furthermore, a SWOT and TOWS analysis was conducted through In-Depth Interviews to formulate an implementation strategy. Data simulation and analysis are utilized in deterministic systems. The findings from the analysis conducted on the business process model, specifically the To-be Process, indicate that there exists a potential time efficiency improvement of 33,33% (equivalent to 52 minutes) and operating cost efficiencies of 46,57% (equivalent to 2,32 billion rupiah) in the communication process for handling requests for help and complaints related to traffic distractions by road toll users. These improvements have the potential to enhance customer satisfaction and overall company performance by delivering excellent service.

Abstrak :
Tuntutan peningkatan pelayanan ketenagalistrikan tidak hanya sebatas kontinuitas suplay tetapi juga dituntut kecepatan penyelesaian gangguan (Respond Time, Recovery Time) dan tingkat kepuasan pelanggan. PLN dalam menjalankan tugasnya telah melakukan pelayanan kepada pelanggan namun masih banyak pelanggan yang belum puas dengan pelayanan PLN sehingga PLN melakukan transformasi yang berfokus pada pelanggan dengan melakukan implementasi Yantek Optimization secara Nasional. Impelementasi Outage Management Yantek Optimization di ULP Kwandang bertujuan untuk mengukur 19 performa individu petugas pelayanan teknik yang melayani Kabupaten Gorontalo Utara dengan jumlah pelanggan sebanyak 34.459 pelanggan. Performa Individu Yantek dipengaruhi oleh tingkat kepuasan pelanggan yang diberikan dalam bentuk rating pelayanan dan diukur waktu penanganan gangguan yang secara realtime di Aplikasi New PLN mobile dan dapat dipantau oleh pelanggan maupun management PLN melalui Virtual Command Center. Impelementasi Outage Management Yantek Optimization di ULP Kwandang diharapkan dapat memberikan Customer Experience yang dapat meningkatkan kepuasan pelanggan dan berujung pada peningkatan pendapatan perusahaan. ......The demand for electricity service improvement is not only limited to supply continuity but also the speed of troubleshooting (Respond Time, Recovery Time) and the level of customer satisfaction. PLN, in carrying out its duties, has provided services to customers. However, many customers are still unsatisfied with PLN's services, so PLN has carried out a customer-focused transformation by implementing National Yantek Optimization. The implementation of Yantek Optimization Outage Management at ULP Kwandang aims to measure the performance of 19 individual technical service officers serving North Gorontalo Regency with 34,459 customers. Yantek's performance is influenced by the level of customer satisfaction given in the form of a service rating and measured time for handling disturbances in real-time in the New PLN mobile application and can be monitored by customers and PLN management through the Virtual Command Center. The implementation of Yantek Optimization Outage Management at ULP Kwandang is expected to provide a Customer Experience that can increase customer satisfaction and increase company revenue.