Implementation Of A WhatsApp Chatbot To Automate Population Administration Information Services In Tuntang District, Semarang Regency

Tegar Diyan Sandika; Cherlina Helena Purnamasari Panjaitan; Candra Supriadi

doi:10.55227/ijhet.v5i3.1066

Authors

Tegar Diyan Sandika Department of Informatics, University of Computer Science and Technology Semarang, Indonesia
Cherlina Helena Purnamasari Panjaitan Department of Informatics, University of Computer Science and Technology Semarang, Indonesia
Candra Supriadi Department of Informatics, University of Computer Science and Technology Semarang, Indonesia

DOI:

https://doi.org/10.55227/ijhet.v5i3.1066

Keywords:

WhatsApp ChatBot, Google Apps Script, Font, Public Services, Waterfall

Abstract

Population administration services at the sub-district level still largely rely on direct interaction between citizens and officers at the sub-district office, creating distance and time barriers for residents who live far from the administrative center merely to inquire about document requirements. This study aims to design and implement an automated WhatsApp chatbot as a means of delivering administrative information in Tuntang Sub-district, Semarang Regency, covering services such as electronic ID cards, Family Cards, Child Identity Cards, Domicile Transfer Letters (internal, incoming, outgoing), and Certificates of Underprivileged Status. The study applies a Research and Development (R&D) approach using the Waterfall development model, using Font as the WhatsApp webhook gateway, Google Apps Script as the backend logic processor through the doPost function, and Google Sheets as the keyword-and-answer database. Testing was conducted using Black-Box Testing on all menus and sub-menus, supported by an analysis of Google Apps Script execution logs to measure system stability and response speed. The results show that all functional scenarios performed as expected, with consistently successful execution status and an average response duration of approximately 2.17 seconds. The study concludes that a chatbot implementation built on free cloud services can serve as an efficient, low-cost, and easily replicable solution for other sub-district government agencies seeking to improve public information accessibility.

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