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Analysis and Design of Policy and Standard
Operating Procedure (SOP) for Information
Technology in the Communication and Information
Services Department
Muharman Lubis
School of Industrial Engineering
Telkom University
Bandung, Indonesia
muharmanlubis@telkomuniversity.ac.id
Hikam Haikal Radya Ananza
School of Industrial Engineering
Telkom University
Bandung, Indonesia
hikamhaikal27@gmail.com
Fritasya Dwiputri Suryoputro
School of Industrial Engineering
Telkom University
Bandung, Indonesia
fritasya@student.telkomuniversity.ac.id
Abstract— SOP as quality standards to perform the process
of the instruction and executing tasks and activities are
important for an organization. The communication and
information services in West Java Province has developed a
service provided known as Management of West Java province
domain emails. SOP for service provided is to support the
procedures needed for the continuity of service provided needed
for the continuity of service. This research uses an observation
and interview as a method to collect data. SOP will divide into 5
categories by the answer of data interview that has been
collected. This paper tries to explain what are necessary and
which type of works needs must be done for writing SOPs for
service provided in the communication and information services
of West Java Province.
Keywords— Standard Operating Procedure, Service,
Organization, Design
I. INTRODUCTION
An organization must create a culture first which is
performing drawing instructions from documenting repeated
activities and as written instructions or identifying activities
and responsibilities the answer require to achieve uniformity
of performance are known as standard operating procedures
(SOP) [1]. Organization needs SOP because it is used to
minimize the occurrence of work process errors and this
system functions as a reference and can smooth business flow
between employees, work units, and related parties in a
business as a legal basis if deviations occur [2]. It is a formal
guide documented that explains how individuals or
organizations perform the process contains step-by-step
details instructions for consistently executing tasks and
activities [3]. Providing communication and information
services for the public is important in efforts to educate the
community. West Java government has a website called
jabarprov.go.id which is a site related to information in West
Java province. This site has service provided of
Communication and information service in West Java which
has the task of coordinating and implementing public relations
management and management within the ministry by
applicable laws and regulations. But the task will not run
properly when there are no established policies and
procedures. The communication and information service are
required SOP to maintain existing processes.
II. LITERATURE REVIEW
The importance of SOPs in guaranteeing quality standards in
the digital forensic field has long been recognized and SOPs
are necessary to ensure the ‘validity, legitimacy, and
reliability of digital evidence’ gained through digital
investigation and are needed to support the proper processing
of casework. SOP is a program designed to facilitate and
discipline work. This system is a sequence of work tasks from
start to finish with details to allow people to read understand
its meaning and purpose [4]. SOP is based on techniques,
processes, and activities to be done well in the past, intended
for the temporary benefit so that can carry out the work or
activities written as SOP. The Development of SOPs takes
several stages, starting with the formation of a special SOP
group, the support provided by the organization to this matter
making the plan of the team and determine the purpose.
Finding and processing relevant information and identify
other new solution [5].
The objectives of SOP are developed to established
written standards and detailed protocols in each work
environment and operation to ensure accurate work
completion[6]. SOP functions create a working system and a
workflow that is organized and systematic and that can be
explained to illustrate how the objectives of the work to be
carried out are in line with applicable policies and regulations
[7]. Organization cannot produce efficient and safe jobs in
modern societies without SOP and without development. If
organization doesn’t want to implement SOP it will cause
more accidents, unnecessary expenses, staff problems and
professional image for example, in the case of PT. Darma
Henwa experienced several work accident cases caused by
employees that did not implement the procedures given by
the company [8]. Therefore, all organizations should have
SOPs. There are some benefits of SOPs in general [9];
1. To indicate the sustainability and effectiveness of the
organization
2. Ensure the good practices
3. Prevention of waste associated with the manufacturer
4. The advantages of training new people
5. Contribute to process control.
Has a well-structured SOP as the foundation for being
productive and safe organizations as well as clinical
laboratories. A good SOP protects not only patients but
protecting the work of the technician in the laboratory and
SOPs present the reliability to laboratory operational [10].
Standardization is defined as activities that create
solutions that can be applied repeatedly to problems in
various fields. Activities usually consist of building
(deciding, developing, publishing) and applying standards.
Thus, the standard is the perfect result of standardization
activities and, in the context of the quality system, consists of
quality documents or documents related to the quality system.
High quality is important to achieve the company's business
goals. Quality, a source of competitive profit, must remain a
symbol of the company's products and services. High quality
is not an added value. That is an important basic need. Every
employee of each organizational unit is responsible for
ensuring that work processes are effective and continuously
improved. Management needs to provide appropriate training
and motivational environments to support teamwork within
and across organizational units as employees progress
through the process. In the end, everyone in the institution is
responsible for the quality of the products and services.
Organizations that act as sponsors of clinical trials can
achieve their business goals by building and managing strong
quality systems using integrated quality documentation,
including standard operating procedures (SOP) [14]. It must
be easy to use and efficient, and set to be specific to the
organization that develops it. There is no "correct" form. The
format depends on the organization and the type of SOP that
is made. If possible, break up information into a series of
logical steps to avoid a long list. The level of detail provided
in an SOP can vary depending on whether the process is
important, the frequency of steps, the number of people using
the SOP, and where training is not routinely available [15].
III. METHODOLOGY
This research is qualitative research. Qualititative research
includes studies that use and collects various case studies on
empirical material, personal experience, introspective,
observational, interview, historical, interactive and visual
texts describing routine events and problematic and the
meaning of individual life[11]. This research was conducted
on information technology in communication and information
services located in West Java province. This paper used
observation, documentation, and interview as a method to
collect data. Then the analysis will be conducted after the
interview for categorization which will facilitate the grouping
process in the SOP. SOP will divide into 5 categories by the
answer of data interview that has been collected. The
Categorization of these answers will be grouped based on SOP
according to the existing business process in the company.
IV. DISCUSSION
Table 1. List of Questionnaire
Question Section Category Answer
1 What is the
name of the
service
provided or
used?
Name of
service
Service
specificat
ions
Management of west
java province domain
emails
2 What is the
service code?
Service
code
Service
specificat
ions
-
3 What is the
operational
status of the
service?
Status Service
specificat
ions
Already operated
4 What does the
service
generally do or
provide?
Short
descriptio
n
Service
specificat
ions
Official email creation
service with the
domain
jabarprov.go.id
5 Since when
was the service
used?
Effective
date
Service
specificat
ions
2006
6 Which services
can be
categorized
into what
service
groups?
Service
group
Service
specificat
ions
Messaging
7 What can the
service do?
Scope
and
service
Service
specificat
ions
Account registration,
forget password, and
account lock
8 How users can
use or get
access rights to
these services
from the start?
Request
and
approval
Service
specificat
ions
The applicant makes a
request letter for
making an official e-
mail
9 Who is
currently or
will be using
the service?
Service
users
Service
specificat
ions
UPD and ASN in the
provincial government
of Java
10 What is the
level of service
availability?
SLA Service
specificat
ions
Not available
11 In what time
period can the
service be
accessed or
used?
Request
time
Service
specificat
ions
7 days 24 hours
12 How fast is the
maximum time
required for
the service to
be able to
respond to
requests
Response
time
Service
specificat
ions
1-2 days
13 In what time
span can
responses to
requests for
services be
provided?
Execution
time
Service
specificat
ions
Weekdays
14 How much
does it cost to
provide one
service to each
user?
cost Service
specificat
ions
It’s free
15 What is the
service
delivery
mechanism?
Service
delivery
mechanis
m
Service
specificat
ions
The applicant makes a
request letter for
making an official e-
mail, the Ministry of
Communication and
Information will make
a letter that the e-mail
has been made and an
account will be given
to the applicant
16 Are there
supporting
procedures
needed for the
continuity of
service?
Supportin
g
Procedure
Service
specificat
ions
SOP
17 Where is the
service
provided?
Service
location
Service
specificat
ions
Department of
Communication and
Information
Technology -Aptika
Sector -Application
management section
18 What
technologies
are involved in
Related
technolog
y
Service
specificat
ions
nothing
providing
these services?
19 Who is most
responsible for
the
sustainability
of the service?
Responsi
ble
person
Service
specificat
ions
Application
management section
20 What are the
exceptions so
that services
cannot be
provided to
users?
Restrictio
n
Service
specificat
ions
non
21 What
conditions do
not allow the
service to be
provided?
Exception Service
specificat
ions
Network problems,
maintenance, and
power failure
The table above is the result of the interview used as a method
for collecting data. Based on the table above the results of the
interview answers that the name of the service provided for
the West Java province is West Java Province’s domain
emails. The status of the operation of the service is already
operated. The service generally do or provided by official
email creation service with the domain jabarprov.go.id this
service was used since 2006. In weekdays to responses all
the requests for services to be provided. Messaging can be
categorized into service groups. The service can do account
registration, forget the password, and account lock. Users of
this service are Regional Working Unit (UPD) and State Civil
Apparatus (ASN) in the provincial government of Java. The
time period can the service be accessed or used for request
time is 7 days 24 hours. 1-2 days is the maximum time
required for the service to be able to respond to request. This
service provided is free of charge for each user. The service
delivery mechanism of the result is the applicant makes a
request letter for making an official e-mail, the Ministry of
Communication and Information will make a letter that the e-
mail has been made and an account will be given to the
applicant SOP as a supporting procedure needed for the
continuity of service. The location of the service provided is
in the Department of Communication and Information
Technology, Aptika Sector and Application Management
Section. The most responsible for the sustainability of the
service is Application management section. The condition
that does not allow the service to be provided is Network
problems, maintenance of the service, and power failure.
There are types of validation, firstly Retrospective
Validation. Retrospective validation is the validation process
for distributed products, based on accumulation production,
testing, and control dates. It is posibble that the controls have
not been changed, so there may be some unindentified hidden
drawbacks which could cause non conforming products,
dangerous operating condition and long delays. Summary of
existing historical data. Secondly, Prospective validation is
carried out prior to the distribution of a new product or
product created under a revised manufacturing process. It
also to establishing documented evidence prior to the
implementation process, that the system works as it should.
The validation is complete and the result approved before the
product is released. The third, Concurrent validation is
combination of retrospective and prospective validation.
Usually used on existing products are not validated or
sufficiently validated. Concurrent validation is used to
establish documented evidence that facilities and processes
will function as intended, based on information generated
during actual process use. The last one is Revalidation,
Revalidation is to validate changes in equipment, packaging,
formulation or operating procedures processes that could
affect the safety, efficacy or potency of the product. This is
important for create a re-validation program or critical
equipment to maintain validity.
A. SOP Maintenance of Office Equipment incidently
The first SOP is for Maintenance of office equipment
incidentally started with reporting damage to the APK by
office secretary for 1 week and the output of standard quality
of this part is Memorandum of Understanding (MOU). And
then, the technician will contact the vendor about MOU and
maintenance form for 2 days and follow up on repairs of
maintenance form for 5 minutes. After that, the general
staffing department will make repairs to a broken APK for 10
minutes, and then they will report maintenance of all
activities about form confirmation. When implementing
SOPs, you can choose various ways to organize and format
it. There are several factors that determine the type of SOP to
use or create. Number of decisions the user must make during
the process. How many steps and sub-steps in this procedure?
Short routine procedures that require a few decisions can be
made using a simple step format. Long procedures that
consist of more than 10 steps have few decisions and need to
be explained in graphical form or with hierarchical steps.
Procedures that require a lot of decisions must be explained
by flowcharts. Requirements for document identification and
management responsibility, accountability and traceability
must be included in all SOPs. This can be obtained by
supporting constant format [16], thus, SOPs should serve as
a strong basis when detailed audit checklists are developed to
assess the performance of employee in conducting step by
step in daily routine of their task and responsibility.
Figure 1. Incident Response
B. SOP Backup and Restore
SOP for Backup and Restore started with perform backups on
system changes by staff and then head of infrastructure
management section will documentation of backup’s
implementation and the result of the implementation. Then,
staff will perform a test backup restore at least 1 in a month.
When the test backup restore has performed, staff will make
a test report on backup results. After that, head of
infrastructure management section will verification the test
report in backup result and give the report to Head of
government and then the head of government will receive the
report of backup results. Standard Operating Procedures
(SOPs) are process documents detailing how operators
perform certain operations. SOP covers the purpose of
operations, equipment and materials needed, how to make
arrangements and operations required for the process, how to
carry out maintenance and stoppage operations carried out by
the operator, and description of safety problems,
troubleshooting, spare parts list and their location,
illustrations, checklist. SOP is one of the many process
documents required for consistent operation of a particular
process, and other documents including process flow
diagrams, material specifications and so on. If an error occurs
on the signature page, the signature page will resign. This
type of fix is trackable because the history file reflects all
fixes, including typos. Specifically, past SOP files include
SOPs for the correct page and pages with errors with pages
with errors are not deleted from the history file [16].
Figure 2. Backup and Restore
C. SOP Data Submission
SOP for Data submission started with the executor fill in the
data submission form for 2 hours and submit data of MOU
and maintenance form to the applicant. After the executor has
submit the data, the applicant will provide details of data
requirement on the application form for 2 hours and then
submit the form to the information and communication
agency for 1 hour. After that the executor will document the
data submission form for 1 hour. The purpose of an SOP is to
always operate correctly in the same way. SOPs must be
available at the location where the work is carried out. SOP
supports the application of ongoing processes and
procedures, so that organizations can avoid inconsistencies
and safety risks if personnel changes occur [17]. It is
necessary to guarantee the progression of processes to
accomplish quality performance and quality products in term
of preparations that at certain occasion can take much
consideration in term of financial and human resources as
well simulation process [18].
Figure 3. Data Submission
If there are errors in the final SOP, such as printing quality
issues, typographical errors in term of color and shape,
incorrect page numbers or misaligned sentences, or errors
that do not affect the scope of the procedure, they may be
immediately reprinted correctly. In actual, this type of error
does not require a full SOP revision, no revision number is
generated and no administrator approval is required [16].
Unwritten knowledge and skills disappear from the
workplace when people move from one job to another within
and between companies. Regularly written written SOPs can
record the best knowledge that helps old workers with new
workers as they continue.
D. SOP Data Processing
Figure 4. Data Processing
SOP for Data Processing started with Data collection results
enter the data warehouse by implementing data compilation
for 1 day. After that, head of data compilation section will
verification and validation data in the data warehouse for 2
weeks. Then, the data that has been verified and validated will
processed by application or manually for 1 week in
accordance with the format needs by head of infrastructure
management section and for 1 day they will enter the
processes data into the application. Last part is head of e-
government section will accessed by the data services
section. The need for existing SOPs or revisions must be
identified by notifying the appropriate supervisor. Indeed, the
documented instructions on standard procedures provide
guidance to ensure that activities are performed at all times
and lead to reliable product and service quality. SOPs should
be prepared with full adherence to guidelines and
organizations and reflect current organizational practices
[19]. Ideally, the SOP should include some or all of the
following: those who do the work, those who maintain the
equipment related to the SOP, the engineers or others who
design the equipment or processes, the technical initiators,
Safety officer, environmental officer, equipment
manufacturer [18]. Placing value only on production,
ignoring safety, health and the environment, is ultimately
expensive. It is better to train employees in all aspects of their
work than to face accidents, fines and lawsuits in the future.
In addition, well-written SOPs help ensure that government
regulations are met. It also shows the sincerity of the
company to operate fully. Failure to create and use good
SOPs only shows to government regulators that companies
are not serious about compliance [16].
E. SOP Access Right Data Center
Figure 5. Data Access
SOP for access right data center started with receive a letter
requesting a visit to the data center by the head of e-
government. Then, the visitor will fill out the guest book
application and submit the KTP. General and staffing
subdivisions will granting access right in the form of ID cards
and security will assistance to the data center. And then, head
of infrastructure and head of e-government will provision of
any prohibitions for visitor together. After the visit, ID card
will return by general and staffing subdivisions and they will
give the KTP (Indonesia identity card). The most important
step in managing SOPs is related to the process of
collaborative work in respective area and training or even
retraining users regarding certain step of procedure. Everyone
must follow each step in detail and precisely. If not, users can
interpret the meaning in different ways. The trainer needs to
share why the SOP must be carried out correctly during user
training. People can follow better when they understand the
importance of procedures. The trainer needs to explain and
demonstrate how each step of the SOP is carried out and
ensure that they improve the quality of the product by
providing security and accuracy which ultimately increases
user confidence [16].
CONCLUSION
Communication and Information services in West Java has a
service provided namely management of West Java Province
domain emails which requires SOP as supporting procedures
for the continuity of service. Therefore, SOP is designed
based on the result of the review and divided into 5 section
including SOP for maintenance of office equipment
incidentally, SOP for backup and restore, SOP for Data
submission, SOP for Data Processing, and SOP for access
right data center. Therefore, the implementation product
should consider the regulation provided by the government to
avoid worst case scenario as well to accommodate the
responsibility of provider to serve the customers [12][13].
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