PENGHIMPUNAN DATA DAN INFORMASI KINERJA FRONTLINER BERBASIS DIGITAL PADA PT BANK RAKYAT INDONESIA (Persero) Tbk. KANTOR CABANG SOEKARNO HATTA

This study aimed to determine the procedures for collecting data and information on customer service performance at PT BRI (Persero) Tbk. Soekarno Hatta Branch Office using a digital system. The systems used were the BRI Management Information System (BRISIM) and BRI NDS (New Delivery System), which func-tioned to record service time and the types of transactions carried out. The main objective was to assess the efficiency and quality of service to customers based on the results of the SLA (Service Level Agreement) performance report. The results of the study indicated that the digital system was very helpful in monitoring perfor-mance, but several obstacles were still found, such as service delays, lack of digital education for customers, and additional burdens in the roleplay evaluation process. Therefore, improvement strategies were needed, such as scheduling, regular train-ing, and increasing the use of digital machines to maintain maximum service standards.