The Role of Complaint Application Evaluation in Knowledge Management Implementation for Organization Improvement: Text Processing Case Study in Directorate General of Treasury

In knowledge management, organizations have an important role in improving quality in various sectors. Evaluation is necessary to measure the effectiveness and efficiency of knowledge management in supporting organizational objectives. One form of the evaluation process used by government organizations is an internal evaluation by utilizing information on complaints from service users. Text processing is one method for mining datasets from government data complaints. Text processing results can be used as an analysis to conduct internal evaluations of the implementation of knowledge management. XGBoost algorithm is an alternative in processing text to produce a classification of data used as an analysis process. This study aims to determine the role of evaluating complaint texts during the implementation of knowledge management by studying cases of processing user complaint texts at the Directorate General of Treasury. SAKTI application is the main focus of the evaluation because as many as 65% of user complaint tickets are related to the SAKTI application. Based on the analysis, user understanding of SAKTI implementation and reporting tends to be poor. As a result of the research, some findings and discussions are given at the end of this article to achieve effective and efficient organizational knowledge management in general.