WhatsApp-Based Administrative Information Service with Knowledge Management for Subdistricts Using the Prototyping Method

Public administrative services at the Indonesia Subdistrict level require fast, accurate, and consistent information delivery to support community access to government services. In Ciketingudik Subdistrict, administrative information services still rely on manual interaction with officers and static information media, resulting in delays, inconsistent information delivery, increased workload, and limited-service accessibility outside daily operational hours. However, an automated information service mechanism integrated with a structured knowledge base has not yet been available to support continuous public access to administrative information. Therefore, this study aims to design and implement a WhatsApp-based chatbot integrated with a comprehensive knowledge base as an effective and reliable administrative information service medium. The system was developed using the Prototyping model through iterative stages consisting of communication, quick planning, quick design modeling, construction of prototype, and deployment with feedback. The evaluation results showed that System Integration Testing (SIT) successfully verified the integration and proper operation of all system components, while User Acceptance Testing (UAT) achieved a 100% success rate across 111 testing scenarios. Furthermore, the System Usability Scale (SUS) evaluation involving 100 respondents produced a score of 85.7, indicating excellent usability and user acceptance. The proposed system contributes to improving information accessibility, service consistency, and operational efficiency while supporting the development of effective and inclusive public institutions through digital public service transformation.